PREPAID RESERVATION MEANT NOTHING
Title: Prepaid Reservation Meant Nothing – Lost a Full Day of Our Vacation
My name is Gilbert Camacho, and prior to my vacation to Puerto Rico (12/28/2025 – 1/5/2026), I made a prepaid car rental reservation through Priceline (Trip # 220-035-523-97) on 12/4/2025. The rental was scheduled through Routes Car Rental / Allied Car & Truck Rental in Carolina, PR, from 12/28/2025 until 1/1/2026.
I arrived at the location at my scheduled pickup time of 1:30 AM, only to find total chaos. The office was completely overcrowded — people were sitting and lying on the floor and even waiting outside because there was no room. After waiting in line, I was told there were no cars available, despite my prepaid reservation.
When I explained that I had already paid, the clerk responded, “Look around, so does everyone else here.” I was told that if I wanted a car, I had to put my name on a waiting list that was already a full page long, with 25 or more people ahead of me.
My wife and I had no choice but to wait because we had already paid for activities and reservations tied to this trip. There were no chairs, so we sat on the floor for hours. We were finally called to the counter at 5:30 AM, and by the time paperwork was completed, it was 6:30 AM.
This was the worst rental car experience we have ever had. We lost an entire day of our vacation, and we were so exhausted afterward that we missed additional scheduled activities in the following days.
When we later returned to the same rental location to try to reschedule plans, the situation was exactly the same — crowded, disorganized, and people waiting for hours. Several customers told me they had been there most of the night. It is painfully obvious that this company grossly overbooks reservations and does not care about its customers.
I also want to note that there was only one employee, and I genuinely felt bad for him. He was doing everything alone — working the counter, checking in returned vehicles, and even cleaning cars himself to send them back out. That alone shows how poorly this business is managed.
Because of this experience, I will never rent from Priceline again, and I will absolutely never rent from this agency. Our trip was negatively impacted, and based on what I saw, we were far from the only ones affected.
Avoid this rental agency at all costs. A prepaid reservation means nothing to them.