We booked a car through Booking.com and opted for full coverage through a third-party insurance.

According to Booking.com, we only had to pay for an extra driver and snow chains at the counter. However, at Snap Rentals, we were charged for their insurance cover and the extra driver, despite showing proof that we had third-party insurance. They didn’t even have the snow chains when we had requested. Why even put it as an option and if not why not try and inform your customers ahead of time so they can make other arrangements!

After we left the counter and reviewed our payments at our Airbnb, we realized something was wrong. We tried calling them several times but couldn't get through. Eventually, I emailed Snap Rentals with all the details and proof of our booking and insurance. The response was shocking—they said if we had third-party insurance, we should have been asked to pay a $2000 bond. This was never communicated to us! The worst part is that they never clarified what we were paying for at the counter as well.

When we returned the car, we spoke to the same person who checked us in, Hanna. She was completely clueless about their own policies. Despite showing her a screenshot of our third-party insurance, she told us she would have had us cancel it if she knew, but now it was too late because the rental period was over or would have had us pay $2000. We informed her that if we knew that was an option, don’t you think we would have done that instead of having two covers?!?

She also claimed they don't get any information from Booking.com, which made no sense since they knew we wanted an extra driver and snow chains and had other information. She later goes on to say that we had clicked on their insurance at check in. Then I questioned her, saying supposedly if we “clicked it” when we showed you the screenshot of us having insurance through book.com why didn’t you say anything? To which she goes around in circles and says I will have to get the manager.

Reviewed 4 months ago