Donal Hoban

Hello Donal.



Thanks for your comment.


Thank you for your comment about your recent Goldcar rental. I am sorry that you had a bad experience when you collected/returned your vehicle. Our colleagues should remain courteous and respectful at all times. Customer feedback is a key part of our staff appraisal process so your comments are important and will be taken into account.
I hope the rest of your experience met expectations. We value your custom and will continue to strive to improve our service.


After reading your comment, I understand that you booked a third party's coverage.
Therefore, I'd like to explain you how our coverage policy works. We always make the customer choose from two different options: you can purchase our additional coverage or you can leave a deposit in which you'll be liable of any damage made to the car, as our agent explained you at the counter.

We are aware that third parties offer customers their own coverage, as in your case, but it should be explained that this coverage is only applied when a charge is debited from the deposit left by the customer to the rent-a-car company, this is how the third party's coverage policy works. This information must be given by your broker.

We always recommend our additional coverage to customers for their peace of mind because thanks to it, they will be fully protected in case of an accident and we won't be liable if any damage is made to the car.


Since you did not have this coverage, during your check in, the damages located on the car that was not on the check out papers was charged from the deposit you left.

We also give our client the option to prove that the damages were not caused by them, we recommend that if you have any document or picture related to this you contact our customer service so they can look into this carefully: https://www.goldcar.es/en/atencionCliente/



Kind regards,
Victoria R.

Goldcar Representative