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Thread: Royal Car Rental Experience

  1. #1
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    Royal Car Rental Experience

    I just wanted to share my rental car experience with Royal because I found it so surprising and refreshing.

    I have been to Aruba several times and on this trip, I wanted to take several trips to the other side of the island. I needed a Jeep. I looked around the sites and found Royal.

    They were waiting at the airport for me, and took me to the Jeep. The Jeep was what I expected, at the price quoted. It was mechanically in good shape. It didn't let us down despite the places we went were cars could not.

    I turned the Jeep in and again, everything was quick, and as expected.

    Here is were my vacation takes a turn. I am in line at customs on the US side, passed that sign that says "No Turning Back" and I notice my phone is not in my pocket. I check my bags and remember leaving it on the dash of the Jeep.

    I have left my phone in a rental car in a foreign country. I have left things of less value in rental cars in the US and never recovered them. I am thinking my phone, and all it contains, is gone.

    I call the agent, and he checks the Jeep and finds the phone. He takes my email address and forwards the phone to his manager to take care of.

    When I get back to the states, I have an email waiting for me, saying not to worry, my phone was on its way back to the states via fedex. They aren't even charging me to send it back!

    I have to say that in my years of traveling, I haven't experienced this level of customer service. Its really refreshing, and deserving of my future business. Royal earned themselves a future customer with their handling of that situation.

  2. #2
    Aruba since 1979
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    Andrea J.'s Avatar
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    wow, that is just wonderful.
    kudos for royal's employee's honesty!!

    welcome to the aruba.com community forum
    Quote Originally Posted by RaulLasVegas View Post
    I just wanted to share my rental car experience with Royal because I found it so surprising and refreshing.

    I have been to Aruba several times and on this trip, I wanted to take several trips to the other side of the island. I needed a Jeep. I looked around the sites and found Royal.

    They were waiting at the airport for me, and took me to the Jeep. The Jeep was what I expected, at the price quoted. It was mechanically in good shape. It didn't let us down despite the places we went were cars could not.

    I turned the Jeep in and again, everything was quick, and as expected.

    Here is were my vacation takes a turn. I am in line at customs on the US side, passed that sign that says "No Turning Back" and I notice my phone is not in my pocket. I check my bags and remember leaving it on the dash of the Jeep.

    I have left my phone in a rental car in a foreign country. I have left things of less value in rental cars in the US and never recovered them. I am thinking my phone, and all it contains, is gone.

    I call the agent, and he checks the Jeep and finds the phone. He takes my email address and forwards the phone to his manager to take care of.

    When I get back to the states, I have an email waiting for me, saying not to worry, my phone was on its way back to the states via fedex. They aren't even charging me to send it back!

    I have to say that in my years of traveling, I haven't experienced this level of customer service. Its really refreshing, and deserving of my future business. Royal earned themselves a future customer with their handling of that situation.

  3. #3
    Senior Member Arubalisa's Avatar
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    No charge for the FedEx is above and beyond!

  4. #4
    Senior Member mgenestra's Avatar
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    That was really nice. I am going to look into them for my upcoming trip. Do they have a website?

  5. #5
    Aruba since 1979
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    Andrea J.'s Avatar
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    http://www.arubaroyal.com/


    QUOTE=mgenestra;239488]That was really nice. I am going to look into them for my upcoming trip. Do they have a website?[/QUOTE]

  6. #6
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    Wow great story. I think that was very nice of them!!

  7. #7
    Senior Member DANNYO's Avatar
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    Now thats customer service.

  8. #8
    Senior Member arubacandy's Avatar
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    Did you get your phone as yet ?? In my past experience with Royal, they didn't care about customer service, just about putting more money in their pockets!! Hopefully they are changing for the better !!

  9. #9
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    Agreed

    This whole post is totally out of character for Royal based on 7 years of bad experience. Are we sure this original post is not a plant by them?

  10. #10
    Aruba since 1979
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    the isp is suburban detroit

    as far as a "plant", how can we be sure that lots of posts on this and other forums are "not plants"?

    there is ALWAYS room for improvements within all businesses.

    maybe, just maybe, this is for "real" and royal is going above and beyond to help out this customer?

    or not?

    we may never know.

    i have messaged the original poster to have her/him possibly post anything of significance.

    Quote Originally Posted by aquaman View Post
    This whole post is totally out of character for Royal based on 7 years of bad experience. Are we sure this original post is not a plant by them?

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