“I booked and paid for a Renault Grand Scenic (or similar) specifically because I needed a vehicle suitable for 6 passengers with luggage. On arrival at Malaga Airport, I was instead given a Dacia Jogger – a significantly cheaper and inferior vehicle that was not fit for purpose.
The car simply could not safely accommodate our group and luggage. I raised this immediately with the representative, but the only option offered was to cancel my booking with no refund and pay an additional £700 for another car. This was completely unreasonable given that the mistake was not mine.
We were left with no choice but to take the vehicle, which resulted in an unsafe journey with luggage on passengers’ laps, including children and elderly family members.
This is a clear failure to provide the service that was paid for. The “or similar” clause does not justify supplying a vehicle that is clearly not equivalent in size or usability.
I am extremely disappointed and frustrated. This experience fell far below expectations, and I would strongly advise others to think twice before booking through Zest.
I am now seeking a full refund and will be escalating this further if not resolved.”
Dear James,
Thank you for sharing your feedback. We are sorry to hear that the vehicle provided did not meet your group’s requirements and for the frustration caused.
Both the Renault Grand Scenic and the Dacia Jogger fall into the same 7-seater category. When utilising six seats, boot space is naturally limited across this vehicle class, which led to the space constraints you experienced.
As the vehicle was used for the duration of the hire, a full refund cannot be offered. However, a gesture of goodwill has been applied to your account. While this represents our final position on the matter, please accept our sincere apologies once again for the inconvenience caused.
Kind regards,
Zest Car Rental
“This is not a serious company.
I paid in advance the full value of the rental, summer high season in Italy, to avoid potential issues, to have my car available. It was a 2,500 usd fee.
We simply picked the standard hour to have our car available (12pm) and when we arrived there the car had been let go at 1pm, and they are not refunding me.
I had to search for and pay double this value for another car, which was almost inpossible.
And Zest still says it was my fault because we did not arrive at 12pm and that I should have paid attention to the fine print.
Do not be fooled by this company they are not serious and they are not the company renting the vehicles.
My vacations were seriously disrupted and I took a loss of 3000 euro because of them.
Date of experience: July 19, 2023”
