Our group of 8 rented two cars in Venice. At the time of booking, we specifically indicated that we needed to cross the borders into Slovenia, Croatia, Montenegro, and Bosnia and Herzegovina. The customer service at the platform confirmed that this rental company allowed border crossing and even sent us a reminder email about the border-crossing permissions. When picking up the cars, we explicitly informed the staff of the countries we planned to visit and inquired about border-crossing fees. The staff did not charge any additional fees and handed over the cars to us. However, when entering Bosnia and Herzegovina from Montenegro, we were denied entry because the rental vehicles lacked the necessary entry documentation. We tried two different border points but were met with the same issue, which severely disrupted our itinerary. Abandoning our planned journey in Bosnia and Herzegovina would have resulted in losing the cost of 3 nights' hotel reservations and incurring additional costs for 3 extra nights in Croatia. As a result, we had no option but to spend an entire day driving back to Dubrovnik, Croatia, where we spent 400 euros renting two cars again to re-enter Bosnia and Herzegovina. This caused our originally planned road trip loop to be interrupted, and we ended up driving more than 10 extra hours. We contacted the rental platform to request the rental company to address the issue, but we have not received any response. We are extremely disappointed with the service of this rental company. If you plan to cross into non-EU countries, avoid this rental company at all costs!!!
The counter staff in Venice were very busy when we went to pick up our vehicle but they worked quickly to look after everybody as fast as possible.
The only thing I thought could be improved would be signage directing people to the proper area to fill out the appropriate forms.
About QEEQ:10.0/10
Everything at Easyrentcars worked flawlessly.
We had no issues during the entire rental process.
I did contact their customer service right after I booked to confirm we should expect no additional charges when picking up the vehicle. They promptly replied to me query and correctly told us what to expect.
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