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Thread: Royal Car Rental Disaster

  1. #1
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    Royal Car Rental Disaster

    After renting cars over many years from these folks, I must admit to recently receiving the worst and rudest treatment ever!!! From time of arrival and at check out, the attitude of one employee in particular (Steve) had to be the rudest I have ever experienced with any supplier ever. His I don't give a damm attitude almosy cost us our flight. He argued about already existing damage that was documented on the sheet when the car was picked up. Gave us a car with a totally empty tank and laughed and told us it would make it to a gas station. Argued about the amount paid and the calculation for rental. Delayed us while he called his office and then went on to serve another party. When advise we were running low on time he stated that if we left the Royal office he would call the police and have us detained from leaving Aruba.

    These are rude, greedy and selffish people. The original car we got was not safe. The brakes locked up and we almost skidded into a truck. This was the source for much amusement and laughter for these clowns.

    Stay away from Royal. Pay a little more and get a better car and service. Originally our rental experiences with them were good. The last couple have been terrible!!!!

  2. #2
    Senior Member WaltVB's Avatar
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    I just rented from Royal from 9/6 thru 9/16. The guy there had a pretty indifferent attitude. I was picked up on time on arrival and the ride back to the airport was within minutes of arriving to drop off the car. There was no bickering about the car on return, got it with half a tank, gave it back the same way. If there were more scratches on it, you would have never known, the thing was a beater. When I picked the car up, I was told not to worry about the red lights that were on on the dash panel. I realized one of the lights was the airbag light. I guess it had been disabled when the front end got knocked off of it sometime prior. When I returned the car, I paid in cash, got my discount for visitaruba card, and my credit card receipt taken for deposit.

    I'm pretty laid back, so I guess I had an average experience. I only rented from them because I got no reply from Tropic and others. I will probably go back to Avis. Have rented from them everywhere with no issues.

  3. #3
    Senior Member cpjones's Avatar
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    Don't these people (anyone giving bad service) realize that we all post our negative experiences and others make purchasing decisions based, somewhat, on feedback? Go figure....

  4. #4
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    They don't care

    CP

    They don't care because they know that during the peak season there are just not enough rental cars available to meet demand, therefore they know they will get business.

  5. #5
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    In a prior post way back, I stated the place was shady. I was not charged extra, but I had to point out dings and dents that the guy missed. I did take phots of the rental jeep when I signed off and had the guy get in the phots to validate date stamp.

    I did save a few hundred dollars for week, royal was the cheapest by far. I had emailed every jeep place to obtain quotes b4 I hit the island.

    I would rather pay more next time and get a better jeep, I had a piece of junk

  6. #6
    Senior Member cpjones's Avatar
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    Quote Originally Posted by aquaman View Post
    CP

    They don't care because they know that during the peak season there are just not enough rental cars available to meet demand, therefore they know they will get business.
    It's obvious that they don't care... that attitude always catches up to them and it will! Sorry for the bad experiences.

  7. #7
    Senior Member arubacandy's Avatar
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    Don't get me started about royal !! rented from them about 3 years ago, had the car (junk) for 2 weeks, returned it, got on my flight home, and the next day Royal charged my credit card $800 for " damage " !!! I could go on and on... never again !!!!

  8. #8
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    written in may 2009 from trip in march 2009

    Well this is my Royal experience:

    We decided to switch to Royal from Hertz after they institued their daily airport tax and service also became an issue. First time with Royal, no real problems got an ok car but they were very pleasant and easy to deal with. Picked us up the airport on time. No problem. Second time we dealt with them, car wasn't available that we had ordered so they decided to give us a different car but the back seat was too squishy for our 3 tall sons. We agreed on another car and finally left the lot. Within 5 minutes this car was not performing properly, we called the office...no answer. We called the emergency number....no answer. It was HOURS until we finally got hold of someone. They came by our hotel and traded cars with us the following day.

    Despite this, we still rented a car from them this past March but this is where I feel that our relationship may come to an end. We picked up our car and left. Upon arrival to our hotel we noticed that the price on the contract was significantly different from the price quoted via email. The person who did the quote was not available as we called right away. Finally after a few days we connected and were told that it wasn't a problem the original price would be honoured. This was done via email confirmation as well as telephone confirmation. Everything went well until it was time to drop off the car. DH phoned to find out if traveller's cheques would be treated as cash and was told YES. Off he went to drop off car (I was staying in Aruba longer without a car). First, no record of the contract change and the person we needed to confirm was not at work. Then when DH went to pay with Traveller's cheques they said they wouldn't take them. DH was furious as he could have cashed them beforehand but didn't as was told that they would take them as cash. They sorted what to do for the moment and he returned the car with the understanding that the credit card slip would be held and charged the following day when the appropriate person returned and paperwork would be dropped off to me at the hotel. To make a long story short, it took them 2 weeks to bring me the paper work (calling and emailing them every 2nd day to remind them). They finally dropped it off the day before I left. DH asked them to charge us the rate of cash not credit card due to the error of the employee. They agreed to do so but "forgot" to do it in the 2 weeks I was waiting for the paperwork. I have been emailing and trying to sort this one out since my return on March 20th. Numerous emails sent with no response. Finally, at the end of April, I got a response (sort of) as I ended my email stating I am not sure why you are not answering my emails, are you not interested in my continued business? I got a response that my emails were going to spam (after 2 years of doing business with this company and all of a sudden my emails go to spam???). Unfortunately, he didn't answer my enquiries about my refund. I sent another two emails plus send messages through their reservation form online.

    You guessed it, no response in weeks!! This has not been resolved to our satisfaction. Although the refund is small it is the principle. I was reluctant to share this story as I had hoped this would have been resolved quickly and I could have continued to deal with them as a customer. However, this has gone on too long and really how can one deal with a business who just ignores the customer once they get your money. This last dealings with Royal has pushed us too far, regretably!
    happiness is going to Aruba with your adult kids because they still want to come with their parents

  9. #9
    Senior Member danadog56's Avatar
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    aw, now guys, this is where I am renting from in november and now you are making me nervous....used them in the past with no problems and now worried I might have one...maybe I should cancel and go with hertz or avis...problem is...I hate to pay the ridiculous amount of money they charge for a car I barely use.....but I dont want to rely on taxis everytime i want to go somewhere.....
    ARUBA....HOME AWAY FROM HOME

  10. #10
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    Go with your rental, u should be fine. My advice take pictures of the vehicle, all angles to ensure you capture all damage. Do a good visual check and mark down eveything, don't be in a rush. If I rented for a week, I may use them again. But next time I will only rent for a day or two and I do plan to go with a more expensive company to ensure a newer jeep, and hopefully avoid any problems. Then maybe catch a few taxi or buses. I was kinda worried when I had the jeep. I read to much about theft, false charges etc. So I plane to do a day rental and give the thing back! Lol.

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