Getting a shuttle from the airport to here was quick however once here the line was insanely slow. Inside it's super cold from the AC. It took over an hour before it was our turn. We got some worn out car with damage. read more

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RUN FROM THIS ESTABLISHMENT!!!!! I purchased a package for my honeymoon through Expedia including Air Fare, Car Rental and Hotel for April 24 - May 3, 2026. The only complaint that I have is my experience with the rental car service - from start to finish. Upon arriving in San Juan on April 24, my wife and I waited for 40 minutes for an Airport shuttle from the rental company after discovering it was located several miles from the actual airport. When no one showed up we had to get an Uber driver to drop us off since we were over an hour from our final destination. When we arrived at the rental car location, there were 3 people in front of us. We waited 2 hours to be processed in addition to waiting in line. At that point we started questioning whether or not to actually use this company and were informed that it would be very expensive to get an Uber driver to take us to where we were going. Finally, at 9:45 that night we were able to leave. Immediately, we noticed that the car was dirty and that there was only 1/3 of a tank of gas. Since we were not familiar with our surroundings we drove carefully until we reached our destination completely exhausted. The next morning, when we opened the car, there were roaches floating in our drinking cups from the night before. When we opened the trunk, roaches scattered at the light. Upon driving the car, we found that when we got to 40 mph, the steering wheel vibrated so badly that we videoed it. Obviously the car is not maintained or cleaned. Immediately, we tried calling the rental car company at the phone number provided with no luck of anyone EVER answering. We made multiple attempts while we were there. We decided to wait until we returned the car to address the issue because we actually wanted to enjoy our honeymoon. When we returned the car on Sunday morning, May 3, 2026, my wife tried to address the issues that we had with the 2 male employees behind the counter. They blatantly ignored her, continued speaking Spanish to each other and were laughing. I stepped in because of the complete disrespect and they told me to "F*** off" I didn't appreciate that at all and they went on to tell us that we weren't allowed to ride the shuttle to the airport (remember several miles away) We had to beg them to allow us to ride and then to be even more insulting, they loaded everyone's luggage on the shuttle but refused to load ours - which we are more that capable of doing ourselves - it was just rude. While we were gone during those 10 days, my mom checked my email and saw the initial car rental reservation from that location. I sent her the reservation summary and she requested that Expedia send over the amount that was allotted to the car rental from Expedia to the rental agency. I noticed immediately discrepencies between the 3 receipts and had questions regarding those as well as the inexcusable experience with the employees and the condition of the car. I emailed and called the car company on my return since we were directed by Expedia to deal with the car rental place directly. We have tried our best to communicate with Routes Car Rental Company which is a part of Allied Car & Truck Rental with no success. They ended up communicating with Expedia instead of us denying any help with the charges and completely ignoring the other issues. I am still trying to get explanations from this scam company. read more

Extremely Disappointing Experience - Would Not Recommend I had a confirmed reservation with Routes Car Rental in San Juan, Puerto Rico, and unfortunately the experience was extremely frustrating. After traveling and arriving with an infant and our luggage, I was unable to pick up the vehicle because they would not accept any of the cards I had with me, including my Visa debit card. I had booked this rental expecting to have transportation waiting for us, and instead I was left scrambling to figure out how to get to our destination with a baby. I ultimately had to leave without the vehicle and pay for an Uber all the way to Vega Alta, adding an unexpected expense and a tremendous amount of stress to the beginning of our trip. What makes this especially disappointing is that I had a confirmed reservation and had planned my transportation around it. If there are specific payment requirements or restrictions, they need to be communicated VERY clearly before customers arrive--not after they have traveled and are standing at the counter with their luggage and an infant. I never received or used the vehicle, yet this situation cost me additional money, time, and unnecessary stress. Based on my experience, I would not recommend Routes. If you do book with them, I strongly suggest calling the actual location beforehand and confirming that they will accept your specific card so you don't end up stranded like I did. read more

Do not rent from here....,Worst car rental place I have ever used. 2 hour wait to pick up car, was supposed to be a good price booked on Expedia. However once there my price doubled and they tried to give me a smaller car for my group of 6 even though I paid for a car for 7 passengers. read more

They scammed me. They charged me for a roach infested car and a car that needed a car battery replacement according to their maintenance man and refused to refund us. Very nasty people and they keep hanging up the phone when they do not know what to say or when they do not want to give a refund. I was stuck on the side of the road when my car battery died on a desolate road in Puerto Rico waiting for the maintenance man to come help me just for him to tell me to go back to the rental company to replace the car. I only had a good working car for two days of my trip and they refuse to give me a refund And keep hanging up the phone. Do not book with them they will scam you. read more

Routes - Maintenance man saying that car battery needs to be replaced. - Car Rental Near Me - Carolina, Puerto Rico

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This was by far the worst rental car experience I've ever had. After nearly 24 hours of traveling with my family, including an infant, we arrived at the rental counter around 6PM expecting to pick up our reserved vehicle quickly. Instead, we waited almost three hours because the location was severely understaffed. When we finally received our vehicle, it was dirty, smelled like cigarette smoke, and had only 1/4 tank of gas. This is not the condition anyone expects when renting a vehicle, especially after a full day of travel with a baby. Because of the terrible pickup experience, I was also worried about having similar issues when returning the vehicle. To avoid risking a missed flight, I returned the car two days early, forfeiting the remaining rental days. Despite explaining the circumstances to my travel agency, I was still charged for the full rental period because I hadn't reported the issues immediately upon pickup. The staff may have been doing their best with limited resources, but the overall operation was unacceptable. Between the excessive wait, poor vehicle condition, and lack of flexibility afterward, this rental ended up being a very expensive and frustrating experience. I would not rent from Routes (Allied) again, nor would I recommend them to anyone traveling with family or anyone expecting basic customer service. read more

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This has been the worst car rental experience ever! We had a 12:30 reservation which we got here about 11:45. There was a long list of people waiting already! They took our name and put it on a list and told us the wait would be 1 hour and 20 minutes. We've now been sitting here for over 2 hours! The place keeps getting more crowded with people waiting for their car pick up. This is ridiculous and I'm beyond pissed to be spending all this time here during what should be a great summer trip! Will never ever come back here Staff at the front desk lacked customer service. He was too busy singing to bad bunny to worry about being polite. He was rude to my friend who couldn't hear him over the loud music and he seemed to be annoyed when she asked him to repeat himself. Update: we finally got our dirty car 3 hours later. They had no time to clean this car. They gave us a car with no gas, the glove compartment handles was broken.. scratched all over and the backseat was filly! there was no way we were going to wait to get another car after being there so long so we took the car and left. read more

Routes - Car Rental Near Me - Carolina, Puerto Rico

This company is absolute garbage. The employees are lazy and don't do their job correctly. I pre- booked a car for $150 for 3 days online on August 14th, 2026. When we got there we waited almost 2 hours in line and they were trying to charge me $500 for deposit and $479 for the car for "minor fees". I told the guy to cancel the reservation and to give me a refund, which he then proceeded to give me a "canceled reservation paper" for proof. They canceled my refund and took my money. This place is a scam! Don't waste your time! read more

Routes - Cancellation paper. - Car Rental Near Me - Carolina, Puerto Rico

i reserved a vehicle 2 weeks ago and now they are saying it isn't available. also when i arrived you get in line and then once you get to the front they want to put you on a list and wait an additional 40 mins. staff is very rude and doesnt care about your time at all. pay extra and go to hertz or budget or enterprise. routes does not care about your time at all! read more

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This place has hidden fees and you won't know how much you really pay till you get there, had to cancel our shit cause it was taxed asf. Don't recommend. It has 1.1 stars for a reason... read more

DO NOT rent from this place. Saving the money is not worth it! The lines were long, they didn't have the car size that we reserved, their were cockroaches in the car and they don't service their cars. Our car engine light came on the 2nd day we had the car and low pressure in one of the tires that went flat that day. When I called their road side number they said they could come and tow the car but we would have to drive 2 hours to the airport to pick up a new car. I insisted that they confirm there is a big enough car of us which he confirmed. I paid to have the tire patched and went to the airport and they did not have a car to fit our family and said it would be several days. The tire was in horrible shape - totally ripped up inside. By then the other tire pressure light came up. When I returned the car there were a handful of us complaining about the same things, roaches, tires, etc. read more

The most terrible company They tricked me by changing the name 2 hrs wait for cars Run Edit 4 hrs wait They hire teenagers who are fooling around read more

Avoid at all cost. Complete scam. They give you a booked confirmation but have no cars when you arrive at facility. Long lines. Bad service. Cant refund money immediately and refer you to 3rd party company for refunds. read more

Terrible establishment and, without a doubt, the worst rental car experience I have ever had. This company operates like a scam. We booked a vehicle through Expedia and were fully aware of the charges disclosed during the reservation process. Upon arrival at the rental office, we approached the representative with a simple question regarding our booking. The response we received was shocking and HIGHLY unprofessional. The conversation was fully in Spanish, so I'm translating: "Yes, the rental is here, SADLY. And you know that we are going to upsell the HELL OUT OF YOU." We asked what the charges would be and he said that he is going to upcharge on Rental rate (even though it was paid through Expedia, they charge you more) , company & airport fee and etc. The entire experience felt deceptive, unprofessional, and dishonest. I would strongly advise anyone considering renting from this company to read reviews carefully and look elsewhere. read more

Worst customer service experience of my life. We waited 3 hours in line to get the reservation confirmed at the desk to get to the vehicle and the great deal I thought I got ended costing me another $300. The employees are very slow and rude having a reservation did not speed up the process. After waiting 3 hours then waited another hour for the employees to bring the car to us. Worst start to a vacation. Any other place would be better. read more

Do yourself a favor and never rent from this location. From start to finish, the experience was terrible. While we were waiting for our rental, the staff member helping us openly mocked another customer in Spanish who had just left, calling him names and even saying he'd cancel his reservation. He was rude to us as well, rushing through the process but then stopping to chat with coworkers. When we finally saw the car, it was so dirty we refused to take it. Back inside, things only got worse. The woman who "helped" us gave us some paperwork, set it on the desk, and then turned her back on us. After waiting about a minute, I asked if we were done, and without even looking at us she just said, "yes." This was hands-down the worst customer service I've ever experienced at a rental company. Save yourself the headache and rent anywhere else. read more

I've never experienced such a major delayed just to wait to check in. The price was what got me but it's not worth the wait!! 2 hours just to check in and sign papers! A huge line outside the building!! Kids crying! Only one person at counter!! Then someone else came to help but notice how two of his friends came In to rent a car and they weren't on the line!! Now that's upsetting. The gent of the counter had taken care of them and they were out and about. We all noticed it!! No apologies no explanations. To everyone please this place is the Worse!! Beware they are lazy and they do not acknowledge or value their customers!! Go spend your $ elsewhere read more

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THE WORST!!!Do not rent a car from here! when we arrived at the location the young guy at desk was so rude, on his phone , annoyed bc we interrupted his phone break. I give him reservation / confirmation and he asked when did you rsv , since you reserved less than 24 hrs we do not have cars (it was 1 am) we did not have a car and he acted lIke it was not his problem , gave me a cancellation letter and said nothing he could do. when I questioned about refund said I had to contact Expedia and they would give me refund. I am still trying to get funds back! read more

4 hour wait, 100+ people waiting. The worst car rental in the world! If you think your car is waiting for you to pick it up, think again You sigh your name on the notepad, and prepare to wait indefinitely. The clerk does not tell you how long the wait would be, Each and every person there was upset and complaining. Never again!! read more

Routes - Loooong wait, a ton of people, no timelines. - Car Rental Near Me - Carolina, Puerto Rico

I got 3 words: Don't do it! Don't fall for the cheaper price. There is a major disconnect between the counter and the people going to get the cars.. we reserved a car online days ahead of time... They did not have the car and furthermore there was a line of people that had been waiting at least 2 hours for their car rental. I understand PR adheres to a slower pace but this was ridiculous. No matter how much cheaper this is I would definitely recommend if you're flying in from the airport just get a car at the rental place at the airport, don't even fool with this. I'm not even exaggerating. Routes 2-4 HOURS TO GET A CAR brought to you. Hertz 3 minutes at the counter, walk to your car (15 minute tops) and your on with your life! read more

Routes - The confusion inside. - Car Rental Near Me - Carolina, Puerto Rico

The ladies in front had been there for over 5+ hours. Everyone was so frustrated, kids crying etc.. we waited an 1+ hours before we just took an Uber instead & him as a local told us those people were going to wait in line until the morning when they open back up again. While they stayed hopeful, he said that place is known to trick people. I don't understand though, why the 5-6 employees weren't doing anything but stand around, are they trying to attract customers, tourism or not? They should close & be an honest business & stop treating customers like they don't matter. PR has so much to view & culture to offer but to arrive to this as a welcome was not plant at all. read more

Routes - The outside of the never ending waiting area - Car Rental Near Me - Carolina, Puerto Rico

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This will be the same as all the other reviews, but when we arrived in the lobby, I asked someone who was not waiting on line how long he had been there and he said an hour and a half. The customers had to wait on line and when they get to the front, they have put their name and number on a sign up sheet, and then they would call you off the sheet. There were a dozen people on line waiting to sign, and at least twice that many people sitting in the lobby waiting to be called. Everyone was getting g annoyed and someone commented that they hadn't seen anyone leave with a car in an hour. We left and were able to get a car at Thrifty . This company should not be in business and apps like Priceline and Booking should not be doing business with Routes. read more

Worst experience ever. Wait times were outrageous. After a long day of flying and travel with 2 small children, my pregnant ass wanted to die. The staff did not care to help us in a timely manner. They were not even busy and it took 2 hours. We had to remind someone to get out car after finally waiting outside to receive it. We got it with less than half a tank and when we turned on the air conditioner it freaked of rotting eggs which is probably terrible to inhale while pregnant. Oh and the car randomly died when we had to drive the 2 and a half hours to airport. We called routes and they gave us a number to roadside assistance not taking any responsibility for the problem they created and we will likely miss our flight. I am livid. This trip was expensive and this is the worst company I have ever dealt with. I would give a negative star if allowed. read more

Don't come this place avoid at all cost this place is a joke 2 hours to get my car rental only 2 people doing reservations and one keeps walking away while it's super crowded this line has not moved at all.. yeah won't be coming back.. read more

Routes - Front - Car Rental Near Me - Carolina, Puerto Rico

On Friday, January 9, 2026, I arrived at San Juan Airport and contacted Routes Car Rental to request the shuttle for pick-up. My group and I waited patiently for approximately 30 minutes under the sun before the shuttle finally arrived. When the shuttle arrived, the driver did not exit the vehicle. One member of our group approached the van to confirm it was the correct shuttle. The driver, later identified as Laboy, refused to confirm and instead demanded to see our itinerary. I then approached the passenger window and showed him my reservation on my phone. He briefly looked at it and said (in Spanish), "Yes, it's you, but you need to give me a minute because I've been running back and forth." While I understood delays happen, I calmly explained that we had already been waiting for a long time. A few minutes later, when I went to place my luggage in the back, the driver immediately became aggressive and confrontational, telling me to "calm down" and stating he was the only one working and needed a break. At no point was I aggressive or disrespectful, yet he continued speaking loudly, clapping his hands, and accusing me of having an aggressive tone--while he himself was escalating the situation. Upon arrival at the rental facility, I requested to speak with a manager. I spoke with Victor (if I recall correctly), who handled the situation professionally, apologized, and shook my hand. When he asked the staff who the driver was and they responded "Laboy," their reaction strongly suggested this behavior was not an isolated incident. I also informed the manager that the shuttle driver is the first point of contact for customers and that proper customer service training is essential. As a courtesy, my vehicle was upgraded, which I appreciated. The front-desk staff were polite and professional. Unfortunately, the issues continued during return on Monday, January 12, 2026, at 3:00 AM. After dropping off the car, I was told the shuttle would arrive shortly. Over 30 minutes passed, and multiple customers gathered waiting. When I asked the counter staff, they were surprised the driver hadn't arrived and radioed him. Eventually, the shuttle backed into the lot--and once again, it was Laboy. As customers approached, he yelled that we could not board and would have to wait for the next shuttle because he was tired and had been working all night. Confused, I went back inside. The counter staff again appeared unaware of this and could not provide an ETA for another shuttle. Outside, Laboy became involved in a heated argument with another customer, yelling, clapping his hands, and speaking in a highly disrespectful manner. Multiple customers intervened to de-escalate the situation. Several employees witnessed this interaction, yet no one intervened, and when we asked for a manager, one employee stated there was none available and dismissed the group--again, unprofessionally. At that point, I had no choice but to request a Lyft, paying out of pocket for a service Routes advertises but failed to provide due to unprofessional conduct. read more

If i could give this place 0 stars I would. This was my very first time to Puerto Rico and this place made The experience HORRIBLE once I landed. Tells you to call to get directions to the shuttle and nobody ever answered. Shuttle was supposed to come every 10-15 minutes we waited an hour before finally grabbing a taxi and paying to get there. Then get inside its 2 people working at snails pace I waited in a line just to sign papers for another hour. Then waited 45 minutes to get a car since the "kid" took our papers and then bounced without notice. The staff is extremely unprofessional and the girl spoke in Spanish like "white people" couldn't understand her telling her coworker to just give a "f'd up car". 3 hours from time i landed in San Juan to time I got a car and drove away. It was so bad I had to take before photos of the car myself so nothing comes back to me cause they just make you drop the car and go they don't check it they just put in a line to clean and give to another person and the car i was given clearly been in an accident the whole back bumper hit. The car also had roaches inside. YES ACTUAL COCKROACHES. Pulled out the car that was on a bag we had Be aware if you end up getting this car full of roaches read more

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With all the previous poor reviews left for Routes, I had to admit I was expecting the worst from this location BUT my hubby & I were pleasantly surprised because we had a really good experience when we rented a car w/ them while on vacation in PR. We had no issues when we picked up our rental car on 04/24/2023 and when we dropped it off on 04/28/2023. So just wanted to share our experience because everyone knows "sharing is caring" ;): Helpful Tips & FYIs: - Airport Shuttle: Routes does have a free shuttle that will take you to/from the airport terminal and/or to the Routes location to pick up/drop off your rental vehicle. There isn't a designated location specifically for the Routes shuttle van when at the airport but there is an area outside that is for all of the shuttle vehicles from the various companies & each of the shuttles will come by every 15-20 mins to that area. You just need to wait in that area (fyi, there is no seating in that shuttle area) & we just flagged down the Routes shuttle van once we saw it come (Routes company name is posted on the van so you can identify it). Posted in this review is a photo of the Routes shuttle van so you know what it looks like (believe me, it helps to know what you're looking for). The shuttle itself was very clean, air conditioned, & was handicap accessible. The driver did help load your luggage, if you needed assistance. Once we got to the Routes location to pick up our rental vehicle, we had no issues w/ waiting for someone to assist us & the office itself was very open, clean, & had plenty of chairs to sit on inside the lobby. The restrooms were also very clean (much appreciated). There were others waiting for a vehicle when we 1st arrived and it turns out those other people were waiting for a rental vehicle to be washed for them & w/ there only being 3 Routes employees on hand outside to do this, it was causing a delay for those people in front of us. My hubby noticed that the cars were being run through a very quick car wash and remained wet afterwards so he just told the guys that we were okay w/ our vehicle not getting washed because we were planning to do lots of driving & it was most likely going to get dirty anyway so by doing this, we were able to get our rental car right away & once we did the vehicle inspection, we then were able to leave. I also wanted to leave the feedback that we had no issues w/ being charged any additional fees that we weren't told about. The Routes employee who assisted us during our visit, did a thorough job of explaining any fees we would be paying (tolls & insurance). Hope this info helps, Rebecca read more

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PROS: -Front desk agents speaks english fluently. Very helpful for non-locals. -Very "last minute booking/walk-in" friendly. (If it's your fault for being unprepared, do not expect above and beyond service) CONS: -Lots of waiting! from front desk to pick-up (Plan your visit accordingly and make some wiggle room if you have a flight to catch) -Drop off instructions was not specified/stated by the agent or on the paperwork (Ask! If you forgot, Call their number and wait past the hold music.. it will give you a callback option) -Website is not very informative. *Tips -Take note of all the exterior and interior dings upon pick up. (Video and Pictures) -Third party bookings responsibility stops once you pay. If you have questions/need assistance, Call Routes directly. All in all, Routes Car rental provided an affordable rental option for my trip. The car they provided met my needs and will be my option for any last minute/unplanned scenarios. read more

They do not answer the phone. Website is always down. You'll get a car with little gas and roaches. I e given them a couple of opportunities and I'll never rent from here again. Save yourself a migraine and just rent at the airport. read more

Absolutely Horrible Experience - Avoid at All Costs! This was hands down the worst car rental experience I've ever had. When I arrived, it took over 3 hours just to get a car--not once, but both times I rented from them. The first car reeked of cigarette smoke so badly it was unbearable. After complaining, they gave me a second car, which somehow managed to be even worse--it was infested with cockroaches. Yes, actual cockroaches crawling inside the vehicle. The lack of professionalism, cleanliness, and basic customer service is shocking. How does a rental company allow cars in this condition to be handed over to customers? Save yourself the frustration, time, and disgust--go anywhere else but here. read more

Do yourself a favor, do NOT rent from this company!! They will claim they do not work with your insurance because your insurance company hasn't paid recent claims, forcing you to buy their insurance. They lied and said that I would have a $75 fine for not having a tollbooth transponder if I go through a toll checkpoint, forcing me to pay $20 per day for my tolls when I used at most five dollars in tolls (the upselling pressure is unlike anything I have ever experienced). This is the worst rental car experience I've ever had. Due to their janky 'office' off airport property, you shuttle to their lot, you tend to be stuck, as they're not going to take you back to the airport. I should've used an Uber and just gone back to the airport. I did not and I paid heavily for that mistake. They also charge a fee for late cancellations, so you are screwed either way (probably less screwed eating the cancellation charge). I don't consider myself a naïve person, (admittedly I didn't do my research) but my wait time was so long, I was just ready to get the whole experience over with. I should've gone with my gut. The $500 deposit will be interesting to find out how long it takes me to be credited/released. I return the car tomorrow, who knows what that is going to be like. I now know this is probably one of the lowest rated car companies out there. Proceed with caution at the MCO Routes. read more

DO NOT GO HERE. Negative one star. Holy moly. We got there at 3pm, with a reservation for a car for 6 people. Apparently reservation means "we're going to add you to a 30 person wait list." People were literally clapping when someone's name got called, and the manager person even started mocking me for clapping at one point. This guy is operating a SCAM and has the audacity to mock the customers that have been waiting over an hour at that point. 2 hours after we got there, they tell us they have a car (finally!) IT ONLY HAS FIVE SEATS. The dude has to go across the street to another car rental agency to get the car, and finally 3 HOURS AFTER we got there, we finally had a car. Go ANYWHERE else. read more

La experiencia con esta compañia es horrible, El carro que tenia un decontrol al manejarlo peligroso las llantas se querian salir, carro viejo,chocado ,no tenia windshield fluid, cucarachas , sucio por dentro y fuera. Un carro que no sirve no deben rentarlo. Para el peaje deberian cobrar lo que uses me cobaron $145 solo lo use cuando baje a mi pueblo y subi y que $10 dolares por activarlo eso ya esta activado hece años . No se lo recomiendo a ninguna persona esta compañia. Aqui le entrego su carrito pase un susto cuando manejaba con tanto hoyos en Puerto Rico tenia que ir a 30 millas por lo malogrado que esta este carro y muchos estaran asi. read more

If we could give negative stars we would. DO NOT USE THIS COMPANY! My husband made reservations for a full sized vehicle through Booking.com for 10 am arrival months before. We arrived at 10:30 am. We called and NOONE would pick up at all! We made our way down to look for a shuttle and showed our confirmation number. The driver said we were late and that our reservation was cancelled. We explained noone would answer the phone, he said it wasn't his problem, that he could take us to the car rental, but even then, they had no vehicles available! We called Booking.com, they told us to try to rebook with Routes through Booking.com. The prices online were now double for a COMPACT vehicle, not full size as we originally booked. Booking.com said we have 24 hours to pick up the vehicle and this should not have happened and said they would reimburse us any difference in price. We will update on the status of Booking.com reimbursement at a later date. We spent several hours stuck at the airport looking for a replacement vehicle during a long holiday weekend! With all the negative reviews Routes has received, Routes should be banned from all travel apps! Do not do business with them. These are scam artists! HORRIBLE company and zero customer service. Customer beware! They will take you for a ride and not a good one! read more

Biggest scam I've ever dealt with. I don't recommend renting a car from this place nor will I do this ever again. My husband and I were on our honeymoon. We had planned and arranged to rent a car from Routes while putting a down payment on a car. There was a contract where we were told to arrive 15 minutes before our arranged pick up time. We did so and to our disappoint arrived at a building with a line out the front door and one person working the front desk. It took 2 hours for them to get through 6 customers. As my husband and I were still at the back, and had an hour long drive that night, we were forced to go and purchase an alternate, more expensive rental car. This was a breach of the contract on Routes, not on us. Now, Routes is refusing to reimburse us, and threatening to apply the "late or no-show" fee as we did not get our car. I've emailed their "customer-service" team, if you can even call it that, and have gotten automated responses from incompetent members of their team who clearly aren't even reading my complaints. They also have a phone number but this leads to getting disconnected every time. Biggest joke. read more

This was the worst experience ever. upon arrival there was a lobby full of clients waiting for a car. I was told the wait could be up to 3 hours with no guarantee of getting a car. I did have a reservation and according the clerk so did the rest of the people in the lobby. Out of frustration I left back to the airport to rent a car and due to the holiday period cost me 3X the $$$. I will NEVER us Priceline for ANY future service. read more

I had one of the worst car rental experiences with this company. From the moment I arrived, the customer service was extremely unhelpful and I waited far too long just to be assisted. When I finally received my first car, it was filthy inside and clearly not cleaned before being given to me. I asked for another vehicle, and unbelievably, the second car had roaches crawling inside of it. That is completely unacceptable, unsanitary, and shows zero regard for customer safety or comfort. To make matters worse, no one at the counter seemed to care about fixing the situation or offering any type of real solution. Instead of being treated like a paying customer, I felt ignored and dismissed. For the price people pay to rent a vehicle here, the very least that should be guaranteed is basic cleanliness, reliable service, and a car free of pests. This entire experience was stressful, disgusting, and a complete waste of my time. I would strongly caution anyone considering renting from this company. There are plenty of other rental services that value their customers and take cleanliness seriously--this one clearly does not. read more

absolutely horrible. i called to change my pickup time due to a delayed flight and they told me to call 3 different numbers and after calling each one, was told they can't help me. then when we arrived and 3 associates were standing around not assisting us. finally got to the counter and immediately greeted rudely. was quoted $24 a day then upon paying was told it would be $45 a day. ALOT of more hidden fees on top of this. was charged 3 separate times. called and given the run around. the first time i called he said "call back tomorrow i don't know why you were charged and ask for ivan." called back the next day and asked to speak to ivan and they refused to transfer me. explained to the lady what happened she placed me on hold for 10 minutes arguing with me they did not charge me three times and told me i needed to be transferred to a different department. i read her my bank statements with the exact prices and dates, she continued to place me on hold for another 10 minutes. returned telling me they will give me a refund of $500 when they overcharged me $800... i asked to speak to a supervisor, she placed me on hold and returned with herself once again arguing im wrong. resulted in them not having a resolution and told me to call the bank to dispute it because of their mess up. no apologies at all, just arguments on their end. do not rent from this place unless you want to be overcharged and a staff full of employees who have no clue what's going on. read more

Please please be aware. Do not use this company. For so many years I use rental cars when I travel. This company has the worse service. It took us 2 hours and 30 minutes to get our car. There were 4 people ahead of us in the line, and it took one hour and a half for them to attend us. Then another hour to get our car. All the people spent have a sense of urgency, they don't have people skills and some of them were rude. Again, it was the worst experience I had, renting a car. We book this place through Priceline, and Priceline should be aware of their service. The time that we spent in getting our rental car, was almost the same amount time that it took us on the plan to get from Florida to Puerto Rico. Which is ridiculous. I have them one star but honestly they don't deserve a star. The whole system in this place needs to be restructure. read more

WORST PLACE TO RENT A CAR! 6 hrs waiting for a car, they had no availability. 1 person at the counter top, long line reaching outside. One person at the counter, this was ludicrous! STAY AWAY FROM THIS PLACE! S T A Y A W A Y. F R O M. T H I S. P L A C E. read more