FAQS

  1. What are the requirements to rent?

    • Credit card - Issued by bankinge institutions
      • We do NOT accept credit or debit cards issued by department stores such as: Coppel, Banco Azteca, Liverpool, etc.
    • Current driver's license.
    • Current official identification (INE or passport).
  2. What is the minimum age to rent?

    • 21 years old.
  3. Do I need a specific type of driver's license?

    • We accept all valid national and international driver's licenses.
  4. Does the driver's license and credit card have to be in the same name?

    • It is a fundamental requirement that the owner will present a driver's license, credit card and official identification under his name in order to make the contract.
  5. Why can you not deliver me the exact vehicle that has my reservation?

    • Reservations are based on CATEGORY of vehicles not specific models. The images shown are merely illustrative.

      For example, if you book a car of INTERMEDIATE CATEGORY you will find that we handle different brands and models; the one that, at that moment, has availability will be delivered.

  1. Does the credit card holder have to be present?

    • Yes, you must be present at the time of drafting the contract for the signature of said document.
  2. If I do not have a credit card, can I make a reservation?

    • You can make a reservation, but for the preparation of the contract the credit card is an indispensable requirement.
  3. Is it possible to rent a car with the credit card of a relative or friend?

    • The credit card is an essential requirement to rent a car and must be in the name of the owner of the rent (lease) of the vehicle, who must be present during the preparation of the contract. It is possible that a family member or friend who meets all the requirements will rent the car for you, but must include you as an additional driver so that you are also authorized to drive the rental vehicle.
  4. Do I need a minimum amount on my credit card?

    • In case of contracting directly with AMERICA CAR RENTAL the amounts vary according to the category requested starting at 500 USD according to the Exchange Rate in force at the counter
  5. What is a security deposit?

    • It is the amount that is blocked or withheld (it is not a charge) on the credit card during the rental of the car and serves as support for any additional charge. At the end of the rent of the vehicle it is released if there are no additional charges such as overtime, extensions, gasoline or any breach of terms and conditions of income that may result in the decline of the coverage acquired, holding the customer 100% of the value of the vehicle.
  6. Can I leave the guarantee deposit in cash?

    • For security reasons we do not accept deposits in cash, only in credit cards.
  7. How to know if the security deposit retained on my credit card was already released?

    •  Upon return of the vehicle we will close the contract and with this a check out of the guarantee which would be released by AMERICA CAR RENTAL. However, some banking institutions do not reflect the release automatically, it will be reflected within 05 to 07 business days. In the event that this happens, we ask for your support to contact Customer Service at +52 (998) 253 61 10 to request a Release Letter indicating to the issuing bank that the amount withheld was already released and they can give follow-up to the relevant release process.
  8. My credit card offers coverage, is it applicable to my reservation?

    • If you made your reservation directly with us (website or Call Center) your contract already has this coverage, and it is not possible to decline it.
    • If you contracted through an intermediary, you should consider:
      • In America Car Rental we do not have agreements with any banking institution on the protections in case of theft or accident. We suggest you contact your bank to request a letter that endorses the protection plan and its validity throughout Mexico or the insurance policy that will protect the vehicle during its lease (coverage of partial or total damages, as well as total theft).
      • The policy or letter must be presented at the AMERICA CAR RENTAL counter at the time of drafting the contract, reserving the right to accept such protection.
      • All institutions issuing credit cards or booking engines must be registered with the National Insurance and Bonding Commission, which is the official government institution that regulates insurance companies in Mexico.
      • Depending on the reservation channel (website or Call Center) and the category of the vehicle, a withholding from the value corresponding to a deductible to the total value of the vehicle will be processed.
      • In case of non-compliance with the terms and conditions of the rental agreement, the tenant will be responsible for the total cost of the repair or replacement of the vehicle. For example: if you misuse the vehicle, drive recklessly or under the influence of alcohol or drugs, among others.
      • If at the time of the return of the rented vehicle it presents damages, the client will be responsible for the total payment before leaving the country and request reimbursement to the credit card or booking engine in his place of residence.
  1. Does the mileage have a cost?

    • We offer you UNLIMITED mileage in all our rentals.
  2. Do they have 24 hour service?

    • Yes, at our AIRPORT counter, we have a 24-hour service when renting and returning the vehicle.
  3. Can I rent a vehicle for hours?

    • If it is possible to rent a vehicle for hours, however, it must be considered that the payment will be made for a full day of rent since our rates are calculated based on a rental period of 24 hours.
  4. What time do I have to collect my vehicle after the reservation time?

    • We honor reservations up to two hours from the time indicated, after this time we provide the service according to vehicle availability.
    • In high season it is considered a tolerance time of one hour due to high demand.
  5. What happens if my flight is delayed?

    • By providing us with your flight number and contact telephone number, our Airport representatives will be monitoring the flight status and await your arrival.
  6. How long in advance of my flight should I return the vehicle?

    • We recommend:
      • In NATIONAL FLIGHTS: One hour and a half before.
      • In INTERNATIONAL FLIGHTS: Two and a half hours before.
  7. What extra accessories can I add to my reservation?

    • We offer rental service for baby seats or infants, GPS with Wi-Fi service and unlimited calls.
      • They imply extra cost and are subject to availability.
  8. Can I leave the country with the vehicle?

    • AMERICA CAR RENTAL offers the procedure for the authorization to cross the southern border of Mexico to the countries of Belize and Guatemala (prior authorization).

      NOTE: The contracted coverage is only valid within the Mexican Republic and not outside the country.

      In AMERICA CAR RENTAL we suggest you consider Clause 26 of your lease.

  9. What type of fuel do the vehicles use?

    • We have vehicles of different types of fuel according to the engine. The tank lid specifies whether it is petrol or diesel.

      In AMERICA CAR RENTAL we suggest you consider Clause 22 of your lease.

  1. Do they have a roadside assistance service?

    • We offer Roadside Assistance service to all our customers, at no additional cost as long as the failure is due to mechanical damage attributable to the use of the vehicle and not due to negligence of bad handling, which may generate an additional charge in case of not having purchased Roadside Assistance (MRS).
  2. What should I do if I have a flat tire?

    • If it is possible to make the tire change, inform AMERICA CAR RENTAL and do so.

      In the event of a loss or requiring Road Assistance, you must contact us, within 30 minutes after the incident, at +52 1 (998) 2 53 61 14 or contact us on WhatsApp at +52 1 (998) 2 42 64 56, to follow up on the incident reported.

      Remember that you must remain at the scene until you receive instructions.

      It is important to consider that in case of violating any clause of the rental contract, the coverage acquired will be declined, so AMERICA CAR RENTAL encourages you to read carefully the terms stipulated in your Rental Agreement.

      In case of having Roadside Assistance coverage, and the client prefers to be supported, it can be done, in case of not having contracted SRA, it can be handled, but at an additional cost.

      If the tire is damaged and does not have the TGI Coverage (Rims and Crystals), the corresponding charge will be made for the value of the tire.

  3. What should I do if I left the keys inside the vehicle?

    • Report immediately to AMERICA CAR RENTAL at +52 1 (998) 2 53 61 14 or contact us on WhatsApp a +52 1 (998) 2 42 64 56, to follow up on the incident.

      Remember that you must remain at the scene until you receive instructions.

      It is important to consider that in case of violating any clause of the rental contract, the coverage acquired will be declined, so AMERICA CAR RENTAL invites you to read carefully the terms stipulated in your Rental Agreement.

      If you do not have the Road Assistance, Coverage, the locksmith's shipment will have an additional cost.

      If the client wishes to open the unit of his own accord and it is damaged and / or altered, it will be considered as negligence and will be automatically responsible for the total costs of the repair of the vehicle.

  4. What should I do if I lost the keys?

    • Report immediately to AMERICA CAR RENTAL at +52 1 (998) 2 53 61 14 or contact us on WhatsApp a +52 1 (998) 2 42 64 56, to follow up on the incident.

      Remember that you must remain at the scene until you receive instructions.

      It is important to consider that in case of violating any clause of the rental contract, the coverage acquired will be declined, so AMERICA CAR RENTAL invites you to read carefully the terms stipulated in your Rental Agreement.

      At the time of making your call, you must indicate whether you wish to send a duplicate or a locksmith as long as you are within the coverage area, at an additional cost.

      If you do not have the Road Assistance Coverage, the locksmith's shipment will have an additional cost.

      If the client wishes to open the unit of his own accord and it is damaged and / or altered, it will be considered as negligence and will be automatically responsible for the total costs of the repair of the vehicle.

      In AMERICA CAR RENTAL we suggest you consider Clause 02 of your lease agreement.

  5. What should I do if the car ran out of gas?

    • In case of having the Cobertura SRA assistance will be provided on the road, and only the fuel supply will be charged according to the current AMERICA CAR RENTAL tabulator.

      f the Road Assistance coverage is not available, the service may be granted with an additional cost for supply and for the fuel required according to the AMERICA CAR RENTAL tab.

  6. What should I do if I have some kind of accident?

    • You must report it immediately to AMERICA CAR RENTAL at +52 1 (998) 2 53 61 14 or contact us by WhatsApp at +52 1 (998) 2 42 64 56, to follow up on the incident.

      It is important to have the following information at hand in order to assist you adequately:

      • Contract number.
      • Vehicle plates.
      • Address or location as accurate as possible.

      Remember that you must remain at the scene until you receive instructions.

      It is important to consider that in case of violating any clause of the rental contract, the coverage acquired will be declined, so AMERICA CAR RENTAL encourages you to read carefully the terms stipulated in your Rental Agreement.

      In AMERICA CAR RENTAL we suggest you consider Clause 08 of your lease.

  1. How can I modify or cancel my reservation?

  2. How can I pay for my reservation?

  3. Can I change the vehicle category?

    • Yes, as long as we have availability when you are at the counter, you can quote according to the current rate and pay the difference if there is one.
  4. How many additional drivers can I add to my reservation?

    • The contract allows, with extra cost, a maximum of 2 additional drivers who must comply with the same requirements and be subject to the same obligations and responsibilities in driving the leased vehicle as the owner.
  5. Can I rent a vehicle and not drive it, assigning an additional driver?

    • It is possible, as long as the owner of the lease is present at the time of signing the contract, being responsible for any additional charge that is generated from the rental of the vehicle.
  6. Can I change additional drivers during the rental of the vehicle?

    • No, only those authorized to open the contract.
  7. Can additional drivers be added during the rental of the vehicle?

    • Yes, as long as it is at the AMERICA CAR RENTAL. counter.
  1. Do you have transportation service to return the vehicle?

    • AIRPORT:
      • We offer the transportation service upon arrival and return of the vehicle.
    • BRANCH OFFICES:
      • We offer pick up and drop off service in hotels, bus stations and ferries as long as they are within the return zone.
  2. Where can I return the vehicle?

    • You can do it at any of the AMERICA CAR RENTAL branches we have within Mexico. Merida only has the Drop-Off service in the downtown and southeast branches of the country (Cancun, Playa del Carmen, Tulum, CDMX).
  3. Can I return the vehicle at another branch?

    • In AMERICA CAR RENTAL we offer the return service in another office under the following conditions and additional cost per km: CONDITIONS (in direct contract with AMERICA CAR RENTAL):
      • Rents Cancun to Playa del Carmen and / or Tulum or vice versa does not require a minimum of rental days.
      • Rents Cancun to Merida or vice versa minimum 3 days of rent.
      • Cancun Rentals to Mexico City, Guadalajara, Monterrey and / or Los Cabos or vice versa minimum 7 days of rent.

In AMERICA CAR RENTAL we suggest you consider Clause 13 of your lease.

  • What happens if I do not return the vehicle on the agreed date?

    • If within 3 days after the return date you do not inform the Customer Service Area (+52 (998) 2 53 61 10) about the status and location of the car, it will be reported to the relevant authorities, excluding AMERICA CAR RENTAL of all responsibility.

      In AMERICA CAR RENTAL we suggest you consider Clauses 19 & 20 of your lease.

COVERAGE:

  1. What is the procedure to apply zero deductible coverage?

    • It is the unavoidable responsibility of the contract holder to report directly and immediately to AMERICA CAR RENTAL about any incident or accident that involves the rental vehicle at the telephone: +52 (998) 2 53 61 14. If this condition is not met, it will automatically be declined. acquired coverage.

      In AMERICA CAR RENTAL we suggest you consider Clause 08 of your lease.

  2. For what reasons can the coverage acquired decline?

    • When the driver is under the influence of alcoholic beverages, enervants, hallucinogens, narcotics, or any type of toxic substances; as well as having committed negligence, or not respecting the terms and conditions of the contract.

      In AMERICA CAR RENTAL we suggest you consider Clause 26 of your lease.

  3. Can I add a coverage after the contract is drawn up?

    • Modifications to the contract can be made as long as the vehicle has not left the branch.

EXTRA CHARGES:

  1. Are there any additional charges that I may be charged at the end of my rent?

    • Additional charges are possible for the following items:

      • Extra hours.
      • Missing gasolina.
      • Extra days.
      • Return in different branch.
      • Loss of plaque.
      • Cleaning.
      • Hurt.
      • Transit taxes.
      • Crane.
      • Replacement of key.
      • Key repair.
      • Decline of insurance by not respecting the terms and conditions of the contract.

COMMENTS OR SUGGESTIONS:

  1. Where can I submit a suggestion or comments regarding the service?

BILLING:

  1. How can I request my invoice?

    • At the end of the rent you can request it to: facturacion@america-carrental.com by sending:

      • Contract number.
      • Reservation number.
      • Business name.
      • R.F.C.
      • Fiscal address.
      • Use of CFDI.
      • Telephone contact.