Frequently Asked Questions
Answers to common questions
 
Questions...

Answers...

UNABLE TO FIND THE ANSWER TO YOUR QUERY IN THE FOLLOWING FAQs?

If the following FAQs do not resolve your specific car rental query, please email customercare@cartrawler.com
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24 Hour Clock

Please always use the 24 hour clock protocol when making a booking. For example 3 o'clock in the afternoon must be entered as 1500. This system has been adopted by all online booking companies.
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Age Restrictions - What are age restrictions?

Age restrictions are set by the car rental supplier.

Because of insurance restrictions, the car rental supplier may have a minimum or maximum driver age to whom they can rent the vehicle. You will find any age restriction applying to your rental in the Rental Terms and Conditions & in the “Rate Details” of each available vehicle in Step 2 of the booking procedure.

Some car rental suppliers also have an additional young or senior drivers' fee for specific age groups.
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Booking Confirmation NOT RECEIVED

After you have made a booking you will receive an email from us normally confirming the booking and enclosing a rental voucher. If you do not receive this confirmation, please CHECK YOUR SPAM FILTER before contacting us.

We have had a number of clients whose confirmations have inadvertently been treated as spam!
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Booking PROBLEMS

If there are problems in making a booking, it is most likely that the booking procedure was not completed. Therefore, please log into www.autosespana.com and follow the on-line instructions. Please make sure that you complete the required information and enter your card details without spaces between the numbers. Finally press the "Press ONCE to Complete Booking" button.

If all is OK you will receive a confirmation email with an attached voucher. If there is a problem with the booking (e.g. your credit card details do not match those held by your credit card issuing bank), you will receive an email detailing the problem.

You will only be charged for successful bookings.
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Cancelling My Booking - Do I lose my deposit if I cancel my car?

This depends on how you book with us, please read our Cancellation Policy in full.
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Cancelling My Booking - How do I cancel my booking?

Please use the link provided in your confirmation email.
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Cancelling My Booking - What is the Cancellation Policy?

Part-paid Rentals (when the booking deposit has been paid online and the balance is due on arrival at the rental desk): If the booking is cancelled within 7 days of the car rental booking date and at least 48 hours before pick up time, all funds will be reimbursed. If the booking is cancelled outside 7 days of the car rental booking date and at least 48 hours before the pickup time, all funds except a cancellation fee of EUR 25.00 and the card processing fee (where applicable), will be reimbursed.
If the booking is cancelled less than 48 hours before the pickup time, no funds will be reimbursed.

Prepaid Rentals (when the entire rental amount has been prepaid):
If the booking is cancelled within 7 days of the car rental booking date and at least 48 hours before pick up time, all funds will be reimbursed. If the booking is cancelled outside 7 days of the car rental booking date and at least 48 hours before the pickup time, all funds except a cancellation fee of EUR 25.00 and the card processing fee (where applicable), will be reimbursed.
If the booking is cancelled less than 48 hours before the pickup time, we will retain 3 days rental and the card processing fee (where applicable).

Post-paid Rentals (when the entire rental amount is due on arrival at the rental desk): There is no cancellation fee.

In the event that you cancel or amend a credit/debit card booking CarTrawler will not be liable for any monetary losses suffered by you as a result of a change in monetary exchange rates between the time of your original booking and its subsequent cancellation or amendment (as applicable).
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Changing My Booking - Can I add extra drivers to my booking?

Additional drivers can be added on arrival at the rental office; the additional driver fee is also payable at the counter. All additional drivers must be physically present at the rental counter at the time of collecting the car with their own driver's licence to sign the rental agreement.
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Changing My Booking - Can I amend a confirmed booking?

Yes. Please have your booking ID ready. You will also be asked to provide a description and details of the changes you wish to make. Go to http://www.cartrawler.com/portal/portal.asp?affiliateId=1⟨=UK to amend your booking. Please note we cannot guarantee that you will receive the same rate as your original booking. Rates change frequently and are set by the car rental suppliers.
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Changing My Booking - How do I amend a booking to change the pick-up or drop-off times?

Go to http://www.cartrawler.com/portal/portal.asp?affiliateId=1⟨=UK to change your pick-up or drop-off times and dates. Please note we cannot guarantee you will receive the same rate as your original booking. Rates change frequently and are set by the car rental suppliers.
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Chauffeur Driven Cars

We regret that we do not have chauffeur driven cars. All our vehicles are self-drive only.
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Credit & Debit Card Security

Autos Espana and their affiliate CarTrawler use military standard security systems provided by VeriSign for all credit card payment details.
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Credit/Debit Card Booking Problems

The booking system is designed to be very secure. Part of the on-line credit card verification procedure requires each customer's credit card issuing bank to check that the address, postcode and card security details as entered on to this e-commerce web site match exactly with the records held by each customer's bank. These security procedures cannot be relaxed.

If a booking is rejected and you have received the following message "The address and/or postcode you supplied does not match the registered billing address of your credit/debit card", please contact your credit card issuing bank and confirm that you both have the same address details (they probably have more than one database & you need them to check the data base which contains your SECURITY DETAILS as well as YOUR ADDRESS - NOT the database which is used to send you mail). Do not contact the bank where your current or deposit accounts are located (e.g. contact Barclaycard not Barclays Bank plc).
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Cross Border Rentals - What are cross border or territorial restrictions?

Cross border or territorial restrictions mean that you may not be permitted to travel to another country from the country from which you rented the vehicle.

Please read the Terms and Conditions of your rental to confirm which countries you will be allowed to travel to during your rental. For further information, we would advise you to ring your rental car supplier.

Cross border travel typically entails additional fees. Please call your rental car supplier to confirm the exact fee.
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Data Protection

All credit card details are deleted from the web site after transactions have been made irrespective of whether bookings have been successfully completed or not (please also refer to "Credit Card Security"). Only the personal data required for the vehicle rental is transmitted to the car rental supplier. All personal data stored on this secure site will not be transmitted to other parties.
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Documents Required When Driving Rental Vehicles

When driving a rented vehicle, the person actually driving must carry their passport, driving licence and the vehicle-hire contract (provided at vehicle collection) with them at all times. It is a punishable offence not to have these documents available.
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Emails & Email Addresses

All vehicle rental information, rental vouchers and written general correspondence between Autos Espana and their clients is conducted by email. It is therefore essential that CORRECT EMAIL ADDRESSES are entered on to the booking form by clients.
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Extras - I have booked a baby/booster for my child. Where can I see if my booking confirms this?

Unfortunately we cannot confirm or guarantee you will receive the baby seat or booster you booked, or any other optional extras or special equipment. If you requested any of these optional extras during the booking process, they will appear on your confirmation voucher once your booking has been confirmed.

These extras are not included in the quoted price and they must be paid for on arrival. We would advise you to ring the car rental supplier ahead of your arrival to confirm they will be able to provide you with the optional extras you requested.
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Extras - I have booked additional drivers. Where can I see if this my booking confirms this?

Once the vehicle is confirmed please check your booking voucher. The voucher has a section which shows the extras you have booked, for example baby seats, booster seats or additional drivers. These extras are not included in the price quoted and must be paid for on arrival.
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Fuel - What is the fuel policy?

The fuel policy is set by the car rental supplier. Fuel policies include "Pick-up Full, Return Full" or "Pick-up Full, Return Empty". The fuel policy applying to your rental will be specified in your specific Rental Terms and Conditions. This can be found throughout the booking process.
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GPS

Please see FAQ "SatNav"
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Insurance - Can you explain the meaning of Liability Insurance?

It is an insurance limiting your liability for any damage caused to other people and/or other people's property. It is usually limited to a maximum of €1,000,000. The insurance is limited and there may be excess which means that you may be liable for any amount over and above the value of the insurance.

TIP: Excess Insurance can be purchased at the time of booking in order to reduce the excess to zero by logging on to www.insurance4carhire.com/autosespana.
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Insurance - How do I reduce the Excess on the vehicle? Can I take out insurance for this?

You can purchase additional insurances to reduce theby logging on to www.insurance4carhire.com/autosespana or at the car rental agent's office on arrival. A pre-authorisation may be required, even if you have purchased additional insurances. This pre- authorisation is taken from your credit card. Please see your Rental terms & conditions for further details.
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Insurance - Is Breakdown Assistance included?

Most of our rates include Breakdown assistance; we would advise you to read your booking Terms & Conditions to check if it is included in your rate. All car rental suppliers have national assistance should the renter require it. Please ask at your local desk for the number and contact details at the time of rental.
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Insurance - What is Collision Damage Waiver (CDW)?

It is an insurance limiting your liability to the excess amount in case of damage. This insurance is included in most of our rates, however, please check it is so in your booking Terms & Conditions before you arrive at the rental desk.

This insurance has exclusions such as damage to glass (e.g. windows, windscreen, etc.) tyres, undercarriage, roof and loss of keys. If such damage occurs independently of a general accident (e.g. tyre or whell damaged by hitting a pot-hole), you will be liable for the full cost of repair.

We would advise you to select our Excess Insurance provided through Insurance4Carhire, please logon to www.insurance4carhire.com/autosespana for single trip & annual car insurance excesses cover.
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Insurance - What is Vehicle Theft Waiver?

It is an insurance limiting your liability to the excess amount in case of theft of the vehicle. This insurance is included in most of our rates, however, please check that it is so in your booking Terms & Conditions before you arrive at the rental desk.

SAFETY TIP: We recommend that you remove the identifying tag that is usually on the key ring of the vehicle and store it safely elsewhere.

Please note that if the vehicle is stolen and you cannot return the key i.e. you were negligent and left the key in a prominent and vulnerable location, you may be liable for the full cost of the vehicle.
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Late Return of Rental Vehicles

The principal driver is responsible for the prompt return of the vehicle to the specified location at the specified date and time. Some car rental suppliers allow a 1 hour period of grace, but not all of them. Unless the rental period has been properly extended, failure to return the vehicle within the specified time will invalidate the vehicle insurance and incur a penalty payment plus the appropriate daily rental rate. Please contact the car rental supplier for further information.
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Licence - Are both parts of a British licence needed to rent a vehicle?

If you have the new photo ID licence you must take the paper counterpart as well. If you do not present both the card and the counterpart you will not get the vehicle. If your licence is not written in Roman characters (e.g. Russian, Chinese, etc.), you will need to obtain an international driver's permit before you travel from your country of residence.
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Licence - What is an international driver's licence and why do I need one?

The International Driving Licence (IDL) is recognised worldwide as a valuable document that identifies its' holder as a licensed driver when the renters' licence is not in the same language as the country from which the car is rented. All drivers must also produce their National Drivers Licences with the IDLs, otherwise they will not be accepted by the car rental supplier.
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Maps

Road maps are sometimes supplied with the vehicle, please check this with your car rental supplier. However, they can be purchased in most UK bookshops and at some petrol stations in the country from where the vehicle is rented.
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One Way Rentals

One way rentals are usually possible within the same country and sometimes between adjacent countries. Please check the "Rate Details" on the car booking form. If the answer is not stated, then either contact the car rental supplier or email customerservices@cartrawler.com
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Payment - How can I pay for my booking?

We accept Visa, Visa Delta, Visa Electron, Mastercard and Maestro/Laser for online payments. Please note at the time of pick-up the local supplier will require a security deposit to be left for the vehicle. This takes the form of an amount (minimum: Excess + Fuel + VAT) being blocked on the primary drivers credit card. You must bring a credit card to the rental desk. Cash deposits, Maestro, Switch and debit cards such as Visa Electron are never accepted. The cards accepted by the suppliers are listed in the rental conditions under "Rate Details" on the results page.
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Rental Terms and Conditions - Where can I find the Rental Terms and Conditions?

Car hire terms and conditions can differ from country to country, car rental supplier to car rental supplier and vehicle to vehicle, always consult the specific rental conditions relating to your rental quotation. On the quotation page of our booking process you can find the rental conditions by clicking the "Rate Details" link located to the right of the car type. You can also find them on the third and final step of the booking process under the "Rental Conditions" link at the bottom of the confirmation page. Finally, your rental Terms and Conditions can also be found on the confirmation voucher which you will need to bring to the rental desk.
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Rental Vouchers - I can't find my voucher, can you please send me another one?

Please go to http://www.cartrawler.com/res/lookup.php to view and print an online version. Remember to take this to the rental counter with your driving licence and the credit card.
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Rental Vouchers - What documentation do I need to take with me?

You will typically need to bring:

- Your confirmation voucher
- Your driver licence. UK licence holders MUST bring the photo card and the paper counterpart of their licence. Your driver licence must be written in Roman alphabet.
- A valid credit card in the driver's name, with sufficient provisions for your deposit.
- You may also be asked for additional identification papers such as a utility bill.
- If you plan on adding additional drivers to your contract, all drivers must be present at the counter and present their driver licences.

Please check your rental conditions for further details.
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Rental Vouchers - What happens if I don't take my voucher with me?

If you do not produce your voucher at the time of collection of the vehicle, the car rental supplier may apply a different rate than quoted or refuse to rent the vehicle. We cannot accept any appeal for a refund if you do not produce your voucher at the rental desk.
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Rental Vouchers - What is a voucher and why do I need one?

Your rental voucher is a document which will be emailed to you and must be printed and produced at the rental desk when you pick-up your vehicle. If you do not produce your voucher at the time of collection of the vehicle, the car rental supplier may apply a different rate than quoted or refuse to rent the vehicle.

We cannot accept any appeal for a refund if you do not produce your voucher at the rental desk.
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Requested Vehicle Models

Vehicles are booked by vehicle group and the Rental Company reserves the right to allocate any model of vehicle within the stated vehicle group. Therefore no model of vehicle can be guaranteed although specified requests will be honoured where possible.
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Roof Racks

We regret that roof racks are no longer avaiable for any vehicle group.
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SatNav

Satellite Navigation systems (GPS) are available at many of our locations.

If a Client would like GPS, they must check the availability upon arrival at the pick-up location. The cost of GPS is an extra charge which is set by the car rental supplier.
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Spanish Bail Bonds

Bail Bonds form part of the comprehensive insurance for all vehicles in Spain and are therefore included in the quoted car rental prices.
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Vehicle Availability and Booking Procedure

Vehicle availability for a specific destination can only be confirmed when a booking is actually made. As bookings are made very rapidly from clients around the world, vehicles can soon become unavailable; this is especially so with speciality vehicles and for popular holiday periods. To make a booking or obtain a quotation, please go to the home page and enter your preferred destination, dates, times and choice of car(s). Please make your selection by following the on-screen instructions.

If you then wish to book a car, please complete the required fields and finally make sure that you hit the "Press ONCE to complete the booking" button at the end of the booking process. You will be informed by email if your booking is successful or not.

No payment is taken for any failed booking.
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What Does the Price Include? What is included in my rental?

Most of our rates are fully inclusive, however some countries do not provide inclusive rates. All-inclusive offers do not apply to North American residents or domestic bookings made within North American Countries. Click 'Rate Details' on Step 2 of the booking process to see what your rate includes.
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What Does the Price Include? What taxes are included in the rental?

The prices quoted on the website are normally tax inclusive. However some optional extras that are listed on the voucher or in the rental conditions may not include tax (VAT). In this case it will be indicated. Please check what is included in the rental conditions, either online in the "Rate Details" or on the rental voucher if you have already made your booking.
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