Goldcar in Madrid

The bad experience started a couple of days before I even rented the car from them, when their costumer support agent named Samina misinformed me that I don't have to pay anything if I agree to leave a deposit of 80EUR-220EUR depending on the car I got. My reservation was 4th-6th of November.Then when I showed up on the office I had to pay extra 30EUR because of my age (21 yo) + 80EUR full insurance , for a car that was all dented and bumped everywhere, + a deposit of 136EUR for the full tank policy. First of all the deposit was not frozen from my bank account but just charged! Then on the last day when I wanted to let the car keys in the garage office where I was supposed to leave them I saw that the office opens at 8:30am. I had to be inside the airport earlier than that time so I could board. So I went inside left my car keys on the office inside the airport and asked the agent there if it was okay for me to leave the keys there since the outside office was closed, and he said YES. One week later I get an email from them telling me that 115EUR will be deducted from the "deposit" because I returned the car late. WHAT A LAMEEEE!! I SHOWED THEM PROOF THAT I COULD NOT RETURN THE CAR LATE BECAUSE I HAVEMY FLIGHT TICKETS AT THAT TIME. THEY JUST DONT CARE AND WANT TO SCAM!

Rented from Gibraltar one way, dropping off at Madrid. We were asked to send photos of any damage when we picked up, which we did, and there was considerable amounts to photograph. We also sent these photos that day. We returned it in the condition we received it, got told everything was fine and signed it back into their care. We were then charged PS126 with no explanation. On contacting them we were told it was for a mark that was already there, which we had evidence of. Two weeks since we replied with that info we still have had no reply. It is unacceptable, they should be ashamed and Europcar should be appalled that an organisation under their banner conducts business like this. It is obviously a deliberate ploy by the business to try and scam money, as so many have complained of the same thing.

I have rent a car from booking and I read exactly all the policies that they provide to booking, and took all the documents that they need . But when I arrive they asking one document extra to proof my address , but for a shot time stay in Europe I don't have this. So I didn't able to pickup the car. The workers tell me that I should go though their website to be aware of this policy, excuse me ? If it's important why don't u update this to booking ? And why u updating only few of rules of ur policy but not all of them?

In the internal company review I gave it a rating 9, which means I should give it 4.5 here - as it is not available, I will go for 4 stars. I was satisfied with the car, with the central help desk (Ncogo was very responsive and helpful) and with the return process that went very smoothly. I was much less satisfied with the pickup process - there should be a better alignment between GoldCar and KeynGO policies... Let me explain: when you have a full coverage for a KeynGo, the people at the Madrid desk would not go out with you to show you existing damages - they say it is not necessary, they would tell you verbally that the damages had been already recorded in their system... and they would not even include the damages in the contract that you receive by an email. And that would be completely fine with me, makes things easier. However, the GoldCar policies require that you check the car during the pick-up time and report the damages - this is what i discovered by chance. This policy misalignment put a lot of stress on me, I exchanged several emails with the central GoldCar help desk (that was extremely professional and helpful, especially the guy with the name Ncogo Edjang Avang) and in the end everything went well during the return process - the damages had indeed been recorded, the GoldCar guy came out with the tablet and we were done in a minute. So, in principle, everything went well except for this policy misalignment that should be fixed in order to avoid any misunderstandings and make the whole process even smoother.

1. when I got to the machine to pick up the key, it didn't recognize my registration number (I tried to enter it 3 times). 2. the car was not what I reserved. I reserved the convertible car and did not receive it. The car was missing its rear wiper (something I found out when I got caught in the rain on the highway), its antenna was missing. 3. In the cleaning part, it was cleaned mediocrely just to look good. 4. the return was quick and without problems. All in all, I was not very satisfied this time with your services because I paid for a service that I did not receive in full. I don't know if I will use the services of this company again or if I will suggest this company to others.

Brilliant experience using Key n Go again. If you haven't tried it yet i recommend it. Literally within 2 minutes you have the keys in your hand from the machine, find the car in the car park & away you go! You get their full insurance as part of it too & that makes life so much easier than the usual hassle when you arrange other 3rd party cover & you end up for an age at the desk! Good price for it all as well. Nice car too, never had an MG suv before but super comfy little thing that did the job! I try to use Key n Go every time now as it just removes the stress & hassle that normally goes with car hire....

Even worse than I thought. Non responsive to the complaint and just ghosting. It was an expensive learning never ever to use Goldcar or its parent company Europear again. @goldcar check Case #20562196, you can't deliver, cancel on me and try to ease me with 50% restitution. This is going to EU. I reserved a car, I applied for key-go. At arrival the key-go was not reviewed and the IT systems were down. 23.45 after 45 minutes no resolution in sight. No workaround. We needed to go. Got a taxi and said we would return for pick up next day. Next the lady at the counter was rude, didn't listen and said the reservation was cancelled by Goldcar. She offered a new rental for more than double the price. Things can go wrong. Customer service proofs itself how issues are handled. Went to elsewhere where I got a better car for less than the original price. Great service.

I strongly advise against using Goldcar at Madrid Airport. My experience was terrible from start to finish. First of all, I was shocked by all the hidden fees that suddenly appeared. Even though I thought I had paid for everything in advance, I was charged for extra services and insurance that I did not request. This felt like a complete scam. The service was abysmal. I was greeted by an extremely unpleasant woman at the counter who clearly had no interest in helping me. She was rude, unaccommodating, and seemed annoyed by all my questions. She made the entire experience even more uncomfortable. Overall, this was a very disappointing and frustrating experience. I strongly recommend avoiding Goldcar and finding another car rental company with better customer service and more transparent pricing.