Car was new, worked perfectly, agents were quick, no negative comments on those. The only thing that needs to be improved is that it is really difficult to reach the office by phone, they do not answe... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Service was quick and convenient. The car was almost new and just the right size. The only reason why I didn't give five points is that while getting the keys at the company office in the airport term... See more
Company replied
The criteria for reviewing car damage seem excessive to me. They're asking for aspects that are impossible to review upon delivery, such as damage smaller than a millimeter on the underbody of the ve... See more
Company replied
We had a mostly positive experience with this car rental company. The pricing was competitive, the vehicle itself was in great condition, and the delivery service in Split was prompt and efficie... See more
Company replied
Company details
Written by the company
We are Croatian company founded in 2006. Our vehicle fleet is new, consisted of many models. Our professional team will welcome you at any of our office all over Croatia and provide top quality service.Visit us at www.avia-rentacar.hr and find that we do better !
Contact info
Ulica Narodnog lista 2, 23000, Zadar, Croatia
- +385952125790
- info@avia-rentacar.hr
- avia-rentacar.hr
3.0
Average
2K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 95% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Avoid This Company – Misleading, Poor Service, Hidden Charges
A very disappointing experience — I strongly advise avoiding this company.
I waited over 30 minutes to collect the car, only to be sent off in the scorching heat to find it myself, with no assistance or apology. The whole process felt disorganised and unprofessional from the start.
Upon arrival, I was informed of a €9 cleaning fee, supposedly part of a “new policy” — something that was never communicated in advance. It felt like yet another hidden charge, sprung on me at the last minute. I was led to believe this fee covered a full clean, only to later be charged €150 more for the car being dirty.
On top of that, I was charged an additional €80 simply because I returned the car early — despite being told I could drop it off at any time and that staff were on-site 24/7.
They even promote 24-hour assistance, yet when I returned the vehicle, the key drop box was taped shut, leaving no secure way to leave the keys. This seemed deliberately set up to create problems and justify further charges.
The absence of a proper key drop system — something standard with most reputable rental companies — combined with unclear fees and poor communication, made it feel like they were looking for any excuse to inflate the final bill.
To make matters worse, the company has completely ignored all my follow-up emails, showing a total lack of accountability or willingness to resolve the issues.
This company seems to operate on a model of low upfront prices, followed by hidden charges and appalling customer service. It’s simply not worth the hassle.
In over a decade of renting cars around the world, this was by far the worst experience I’ve ever had — misleading, frustrating, and thoroughly unprofessional.
Update 4 days later
Thank you for your response, but I stand by every detail of my original review.
Vehicle Pick-Up & Assistance
While your policy may be that customers collect the vehicle from a parking area, the lack of signage, assistance, or clear instructions made the experience frustrating and confusing. After waiting over 30 minutes, I was sent into the heat to locate the car myself with no support — a poor start to the rental.
Cleaning Policy & Charges
At no stage during booking or collection was it clearly explained that the €9 fee was optional. It was presented as mandatory — and that it covered cleaning — yet I was later charged an additional €150. The condition of the car on return was in line with reasonable use, and I strongly contest the claim that it required a “deep clean.”
Early Return Fee
I was told by your staff at collection that I could return the car at any time and that the location was staffed 24/7. There was no mention of needing prior authorization or that an early return would incur a charge. Charging €80 for returning a car early — without any damage and in working order — feels unreasonable and opportunistic.
Key Drop & 24/7 Assistance
Your own marketing references 24-hour assistance, yet when I arrived, the key drop box was taped shut and there were no staff in sight. If key drop is not permitted, this should be made extremely clear, especially when no staff are present.
Lack of Communication
Perhaps most concerning is that I attempted to raise these matters directly via email, and received no response. Only now, following a public review, do you engage — and with a blanket rejection of all concerns. This does not reflect a customer-focused approach or a willingness to resolve complaints fairly.
Conclusion
I understand that terms and conditions exist, but policies must be communicated clearly, enforced reasonably, and supported by fair customer service. That was not my experience. In my opinion, this company operates with poor transparency, inflated charges, and a dismissive attitude toward legitimate complaints.
My original review remains accurate, and I would advise others to approach this rental company with caution.
July 17, 2025
Unprompted review
Reply from Avia Rent a car
We strongly reject the allegations in your review, which are incorrect and misleading. All procedures and charges were carried out strictly in accordance with the rental terms and conditions you accepted at the time of booking.
Vehicle Pick-Up & Assistance
While we regret your waiting time, vehicle collection procedures were clearly explained at the counter. Customers collect vehicles directly from the designated parking area, which is standard practice at most airports.
Cleaning Policy & Charges
The €9 cleaning service is an optional convenience service for customers who prefer not to return the car in clean condition. The €150 additional charge was applied because the vehicle was returned well beyond normal use, requiring professional deep cleaning. All details were documented and sent to you by e-mail with photographs.
Early Return Fee
The €80 charge was applied because the vehicle was returned outside the agreed schedule without prior authorization. Early returns must be arranged in advance to ensure proper staffing and operational planning.
Key Box & 24/7 Assistance
The key drop box is not permitted for vehicle returns and is used exclusively for office and internal operational purposes. Returns must be processed in person to ensure proper inspection and to protect both parties. Additionally, 24/7 assistance is an extra paid service, as clearly stated in the rental terms.
Transparency & Documentation
All procedures were fully transparent, with the rental agreement, inspection reports, and time-stamped photographs provided to you by e-mail at pick-up and return. Your statements about “hidden charges” are unfounded; all fees were clear, justified, and fully compliant with the rental agreement. Avia team
Took for ever to get the car
Took for ever to get the car. All the other companies was much faster at getting the cars out to the customers. Two customers before me in line and I waited atleast 30-40 min.
They charged me 12 euros for a cleaning fee (?!?). I have never ever in my whole life had to pay for cleaning because of a clean to clean policy.
Already had bought insurance from the agency, but of course they wanted to sell me their insurance because the one I have already paid for was useless in their opinion.
Go with Avis och Hertz instead. Faster, better service, no rude staff.
July 9, 2025
Unprompted review
Reply from Avia Rent a car
We regret that you are dissatisfied; however, we must clarify that all procedures during your rental were conducted strictly in line with the rental terms and conditions you accepted at the time of booking.
Waiting Time & Pick-Up Schedule
Your reservation was confirmed for 10:30, while the actual vehicle pick-up took place at 11:03. Vehicle handover times depend not only on our procedures but also on the preparedness of customers (valid documents, correct credit card for the deposit, etc.). We do not compromise mandatory document verification and safety checks simply to reduce waiting time.
Cleaning Policy
The €12 cleaning service is an optional convenience service, not a mandatory charge. Customers who choose this service are not required to return the car cleaned. This is standard practice in the car rental industry and is clearly explained before signing the agreement.
Insurance
The insurance purchased through an external agency does not replace the mandatory security deposit or the supplier’s liability requirements. Our staff are obliged to explain this to ensure customers fully understand the terms. Offering additional insurance is therefore not “forcing” a sale but a standard contractual requirement.
Staff Conduct
We strongly reject the claim that our staff were rude. All procedures were explained professionally and transparently, in strict compliance with company policy.
We categorically deny any suggestion of unfair or misleading practices. All actions were transparent, justified, and fully compliant with the signed rental agreement. Avia team
The company didn't keep our reservation…
The company didn't keep our reservation because our flight was late. We had to pay an extra 40€ to change for another rental and 25 extra a day.
When we returned the car we were fined 12€ because the outside of the vehicle was dusty ! Never heard of that before. Isn't cleaning cars part of the service ! We paid 370 instead of the 160 stated by carjet.
July 7, 2025
Unprompted review
Reply from Avia Rent a car
We would like to clarify the following:
According to the rental terms, the vehicle is reserved for the booked pick-up time, with a clearly stated grace period. If the customer does not arrive within that period and fails to provide a flight number or notify us of the delay in advance, the reservation expires, and the vehicle may no longer be available. In such cases, a new rental agreement and applicable rates are charged.
The cleaning fee was applied because the vehicle was returned in a condition requiring additional cleaning beyond standard preparation. While normal cleaning is, of course, part of our service, vehicles returned excessively dirty — including significant dust or dirt on the exterior — may be subject to this fee, as clearly stated in the rental terms.
All procedures and charges were applied strictly in accordance with the rental agreement and the conditions accepted at the time of booking.
Avia Team
Reply from Avia Rent a car
Thank you for your kind words! We’re delighted to hear you enjoyed the new car and appreciated the fast pick-up and return process. We look forward to welcoming you again soon!
Avia Team
Great assistants at Split airport
Great assistants at Split airport. Very helpful and polite. They rented a car quickly and efficiently. The woman at the online office was very nice and helped me book the car. The car was clean, new, and very economical and safe. Returning the car was hassle-free! The friendly employees explained everything well and were helpful! I recommend Avia.
July 18, 2025
Unprompted review
Reply from Avia Rent a car
Thank you so much for your wonderful feedback! We’re delighted to hear that our team at Split airport and our online office staff were helpful, polite, and efficient. It’s great to know you were satisfied with the clean, new, and economical car, and that the return process was smooth and hassle-free.
Avia Team
Disapointed
Pro: Nice new car
Con: we rented for 18 days......so the car was not spotless clean ofcourse: some littele dirt...........
We had to pay 12 euro extra on delivery for cleaning!
Thats why 1 star: very disappointed
July 15, 2025
Unprompted review
Reply from Avia Rent a car
Thank you for your feedback. We’re glad to hear you were satisfied with the nice new car.
Regarding the €12 cleaning fee, this is a standard and clearly stated policy. The optional cleaning service is offered for customers who prefer not to return the vehicle in clean condition, especially after longer rentals, and ensures the car is properly prepared for the next customer. All details regarding this policy are clearly stated on the voucher you received before pick-up.
All procedures were transparent and in full compliance with the rental agreement you signed.
Avia Team
Scammers, €50 for 3 minutes late pickup due to a flight delay
Booked the car through agent DiscoverCars website for 21:00, which was the latest time available to book. As flight was landing at 20:35, I thought I could make it and if not, would pick up the car following day. Flight was late, thus I presented myself at the Avia desk at 21:03. From the outset, they have informed me that €50 is payable for out of hours pick up as per information in the "Voucher". I had a look at it and there was no mention of that, not even in the small print and insisted I have to pay. As I'm local and live nearby I refused and said will come first thing in the morning. Apparently that is not possible and would be a breach of contract thus I had no option but to pay. As I was the first in the queue all the rest of the passengers on this Easyjet flight had to pay. Furthermore they charged me a cleaning fee, despite me cleaning the car at petrol station before returning it. Also on return to my bafflement they started checking undercarriage and wanted to charge me for some unspecified new scratch. On a plus side condition and age of the car was fine thus I gave it 2nd star. It infuriates me that a local firm applying these tactics to con customers.
July 5, 2025
Unprompted review
Reply from Avia Rent a car
We acknowledge your feedback; however, we must clearly state the following:
The €50 out-of-hours (OOH) fee is a mandatory and standard charge for all customers collecting vehicles outside regular operating hours. This fee was clearly stated in the voucher provided at the time of booking through DiscoverCars, and by proceeding with the reservation, you accepted these terms.
The cleaning fee and the full vehicle inspection, including the undercarriage, are standard procedures applied equally to all customers. The vehicle you rented was only 4 months old, and a thorough inspection is essential to document any new damage and protect both parties.
All charges and procedures were applied strictly in accordance with the rental agreement.
Avia Team
Great experience
Great experience, quick check in and check out. Good car
July 14, 2025
Unprompted review
Reply from Avia Rent a car
Thank you for your kind words! We are glad to hear you had a great experience, appreciated the quick check-in and check-out process, and were satisfied with the car. We hope to welcome you again soon!
Avia Team
Car was mint condition and clean.Staff…
Car was mint condition and clean.Staff was professional and friendly.
Our experience was excellent.
Would definitely recommend !
July 2, 2025
Unprompted review
Reply from Avia Rent a car
Thank you for your kind words! We are delighted to hear that you found the car in mint condition, appreciated the cleanliness, and had a great experience with our professional and friendly staff.
We truly appreciate your recommendation and look forward to welcoming you again!
Avia Team
A COMPLETE SCAM – Avoid AVIA Rent a car at All Costs
My experience with AVIA has been nothing short of outrageous. After returning my rental vehicle in perfect working order (I even washed the windscreens in the petrol station), I was later charged €500 for two microscopic scuff marks on a rubber piece under the bumper—damage so minor and questionable, they couldn’t even prove I caused it.
Here’s the catch: when we picked up the car, the employee didn’t inspect the underside of the bumper, nor did he crouch or use his hands to check for any pre-existing damage. But guess what? The employee who received the car did. This inconsistency reeks of deliberate exploitation.
And let’s talk about their policy of taking over €1000 as a deposit. It’s obvious they’re not just making money from rentals—they’re profiting by trapping customers with impossible-to-dispute claims and pocketing huge amounts for superficial, likely pre-existing wear and tear. They will answer that all cars are well inspected, but that is not true. They told me to check it up myself, but I nobody kneed in the front bumper to pass a hand over a piece of the car that cannot be seen. You have to literally stick your head under the bumper to see that part of the car.
I’m certain they won’t replace the piece in question, nor do they care. They’ll keep the money and move on to the next target. This isn’t just bad service—it’s organized theft masquerading as business. I dare say that they will use this damage again on the next customer, so the profit never ends. I even wonder if the people working on the airport have a comission over the damages they report; It wouldn't surprise me!
Of course I am going to take legal actions against them!
DO YOURSELF A FAVOUR AND STAY AWAY FROM AVIA RENT A CAR!!!
July 7, 2025
Unprompted review
Reply from Avia Rent a car
We categorically reject the serious and entirely unfounded allegations in your message. Referring to our procedures as “organized theft” is completely unacceptable, false, and defamatory. Every action taken in your case was carried out strictly in line with the rental terms and conditions that you accepted before collecting the vehicle.
Vehicle Condition & Usage
You were provided with a brand-new vehicle with only 15 km on the odometer at pick-up. You used this vehicle for 10 days and covered 1,032 km without any reported mechanical or operational issues.
Damage Assessment Procedure
All vehicles undergo a thorough inspection at both pick-up and return, in line with standard industry practices. The fact that certain parts—such as the underside of a bumper—require bending down to inspect does not exempt them from damage assessment. Any new damage not recorded at the start of the rental is fully chargeable. You had every opportunity to request a detailed inspection or raise concerns before signing the check-out report.
Nature of the Damage
Your claim of “two microscopic scuff marks” is false. The recorded damage was a punctured front bumper lining, a clear case of damage well beyond normal wear and tear, requiring professional repair. This was fully documented and photographed at the time of return in strict adherence to our procedures.
Deposit Policy
The security deposit is standard practice across the car rental industry, intended solely to cover genuine damages or unpaid charges. It is always fully refunded when the vehicle is returned in the same condition. Any deduction is supported by photographic evidence and an official inspection report.
Accusations of Misconduct
Your statements about “organized theft,” “repeated charges for the same damage,” or “commission-based exploitation by staff” are baseless and defamatory. We completely deny these claims and are fully prepared to defend our position, providing time-stamped photographs, signed inspection reports, and all supporting documentation if legal action is pursued.
All procedures were transparent, justified, and fully compliant with the rental agreement. Avia team
Really bad experience
Really bad experience. At the airport they charged me again money for the insurance. Both of my credit cards (which I use all over the world) where not accepted. I have many experience with rental cars, this one was the worst to be honest. I have a good membership for travel insurances / cars etc. But here it only was possible to pay in cash??? I was very upset to have this experience and will think about legal steps.
July 10, 2025
Unprompted review
Reply from Avia Rent a car
We would like to firmly clarify the following:
All conditions, including accepted payment methods and insurance options, are clearly stated in the voucher you received from the booking agency before pick-up and were explained again by our staff during the vehicle handover.
Only a valid credit card in the main driver’s name can be used for the mandatory security deposit, as stated in the Terms & Conditions. Even if a card is issued as a credit card in your country, some cards are processed as debit cards by international banking systems and therefore cannot be used for pre-authorization. In such cases, the only alternative is full coverage insurance, which was correctly applied in your case.
Please note that Avia Rent a Car does not accept cash payments, virtual cards, or cards issued by online virtual banks under any circumstances. All charges must be processed strictly through accepted physical credit cards in accordance with the agreed Terms & Conditions.
Avia Team
Crédit card problem!
Why 2 stars: from the beginning, disaster, start of a vacation, to avoid being bothered, I ordered a credit card from Société Générale (more expensive than the normal card) and at the counter they did not accept the card even though it is credit (indicated on the card) they forced me to take the insurance of 225 euros otherwise no car!! My banker upon my return told me that it was scandalous.
Beware therefore with this renter.
Have a good day
July 6, 2025
Unprompted review
Reply from Avia Rent a car
We would like to firmly clarify the following:
According to the voucher you received from the booking agency before pick-up and the Terms & Conditions explained by our staff during the vehicle handover, only a valid credit card in the main driver’s name can be used for the mandatory security deposit.
You presented a debit card, which cannot be used for the required pre-authorization, as clearly stated in the Terms & Conditions. When a valid credit card is not provided, the only alternative is full coverage insurance, which was correctly applied in your case.
All procedures and charges were carried out strictly in accordance with the agreed Terms & Conditions.
Avia Team
Yup - same expensive mistakes as others.
Follow up and expected the response below from the company to justify their business practices. I know all of this is part of the business terms and conditions but why not do the right thing by your customers who just want to go on holiday and enjoy themselves rather than being fleeced with extortionate charges and leaving a bad taste for Croatia from the outset. Give alternative options such as allowing for another credit card to be used, adding on an additional driver to enable this to happen etc. why charge 300E for the mistake??? Pure profiteering. as for the clean to clean policy - that’s the most ridiculous element. We did not return a dirty car. I’ll be contacting the car rental broker and giving them this feedback as well.
Similar experiences to some of the 1 star reviews around the credit card debacle despite my wife having a credit card. I had challenges with accessing my PIN number so had to pay the £300 insurance despite paying for all sorts up front. Also the car cleaning.. washed it the day before and it just so happened to rain the morning of the car return. That’s £12 please for some rain dust and a few bits of grass that the kids had on the bottom of their shoes. We tend not to carry a hoover on our holidays. !!
Moral of the story - don’t use AVIA. Most distressing and expensive mistake I’ve made.
July 17, 2025
Unprompted review
Reply from Avia Rent a car
We strongly reject the claims made in your review as they are misleading and incorrect. All charges were applied strictly in line with the rental terms and conditions clearly stated on your voucher.
Credit Card & Insurance
The security deposit can only be authorized on a valid credit card belonging to the main driver and with an accessible PIN, as per international rental standards. Since you were unable to provide this, the only way to proceed with the rental was to apply the mandatory full insurance coverage. This was not optional under the circumstances and is a standard requirement when a security deposit cannot be held.
Currency of Payment
The entire transaction was processed in euros (EUR), as clearly specified in the rental agreement, and not in pounds sterling (GBP).
Cleaning Fee
The cleaning fee was applied because the vehicle was returned in a condition exceeding normal use, with visible dirt, grass, and other residues. Weather conditions or passenger activity do not exempt customers from this requirement, as the car must be returned ready for the next client.
All procedures were fully compliant with the agreed terms. At no point were you overcharged or treated unfairly; the additional costs resulted solely from non-compliance with the standard rental requirements.
Beware....Additional fees
Disliked the 50 euro charge for the plane arriving 15 mins late and the 12 euro charge for cleaning it. Company look to charge as much as they can once you've made the booking
July 5, 2025
Unprompted review
Reply from Avia Rent a car
We would like to clarify that all charges applied were strictly in accordance with the rental terms and conditions you accepted at the time of booking.
Late Arrival Fee
The €50 fee was applied because the vehicle pick-up occurred outside the scheduled time due to the delayed flight. This is clearly stated in the rental terms, as staff availability outside standard working hours incurs additional operational costs.
Cleaning Fee
The €12 cleaning fee was applied because the vehicle was returned in a condition requiring more than standard cleaning. This is a normal and transparent procedure outlined in the rental agreement and applied only when necessary to prepare the vehicle for the next customer.
At no point were you charged arbitrarily; all fees are clearly stated in advance, and we acted strictly within company policy. Avia team
I rented a car from Friday to Sunday-…
I rented a car from Friday to Sunday- just two and a half days. They charged me 125€ for crossing the border, which is completely unreasonable. My flight was delayed and they still charged a 50€ out of hours fee, even though their office was open and they had my flight informations in advance. They will charge you 12€ if you return car dirty despite the fact that you're paying for rental. Feels like a total scam. So total price for a little bit more then a two day was 335€ unreal.
I would never rent from this company again.
July 13, 2025
Unprompted review
Reply from Avia Rent a car
Thank you for your feedback. However, we must firmly correct several inaccurate statements and clarify the situation based on the agreed rental terms.
The cross-border authorization fee is a standard and mandatory procedure for any travel outside the borders of the Republic of Croatia. It is clearly stated in the rental terms and ensures that the accepted insurance coverage remains valid in other countries. Traveling without this authorization is strictly prohibited and subject to a contractual penalty of €500. The fee you paid was in full compliance with the rental agreement you accepted.
The €50 out-of-hours fee was correctly applied, as your pick-up took place outside regular office hours. The fact that staff were present does not change the policy, as additional staff must be scheduled for out-of-hours operations. Your flight information was provided; however, delays beyond the agreed pick-up time do not exempt this fee, as clearly stated in the rental conditions.
The €12 cleaning fee was not charged in your case, as the vehicle was returned in a clean condition, fully meeting the “clean-to-clean” policy introduced in 2024.
Finally, we must emphasize that all charges, including their exact amounts, were clearly stated on the voucher you received from the agency through which you made the booking. The total amount you paid corresponds exactly to the services requested and the accepted rental conditions. All procedures and fees were transparent, justified, and applied equally to all customers. Avia team
I dislike that I asked to change the…
I dislike that I asked to change the check in and the check out because in my town there was a fire and the airport was closed. They told me on BSP that it was OK but when I was in the agency they didn't want. I thought it was very incorrect
July 9, 2025
Unprompted review
Reply from Avia Rent a car
Thank you for your feedback. However, we would like to kindly clarify that your statement is not correct.
The pick-up and drop-off times were adjusted according to your request and without any additional charges, as confirmed in our system and fully in line with the rental terms.
All changes were handled transparently and in accordance with the agreed rental conditions. Avia team
Efficient polite and value for money
Had a speedy pickup, straight forward and no pushy sales techniques for extra insurance that I have had with most other companies.
The drop off was even more efficient, all done in minutes.
Will definitely be my company of choice in future.
July 7, 2025
Unprompted review
Reply from Avia Rent a car
Thank you for your wonderful review! We’re delighted to hear you were satisfied with our efficient service, polite staff, and straightforward process without unnecessary sales pressure.
We’re also glad the drop-off was quick and smooth. We look forward to welcoming you again and becoming your preferred choice for future rentals!
Avia Team
The staff at Avia very helpful and…
The staff at Avia were very helpful and courteous both a pick up and drop off. The car provided was a great choice for a family of 5 people.
Only issue was that there was no reversing camera or sensors.
June 27, 2025
Unprompted review
Reply from Avia Rent a car
Thank you for your kind review! We’re glad to hear our staff were helpful and courteous during both pick-up and drop-off, and that the car suited your family’s needs well.
Regarding the lack of reversing camera or sensors, we understand this can be a useful feature, but equipment may vary depending on the vehicle model within the booked category.
We appreciate your feedback and hope to welcome you again soon!
Avia Team
very efficient, all staff spoke excellent English
very efficient, car was good, agent helped identify existing damages/scratches on the car & allowed me time to make a video of the car
July 3, 2025
Unprompted review
Reply from Avia Rent a car
Thank you for your positive feedback! We’re glad to hear that everything was efficient and that you were satisfied with the car. It’s great to know our agent assisted you in identifying existing damages and gave you time to record a video for your peace of mind. We look forward to serving you again! Avia team
Beware of cleaning charges
UPDATE In response to Avia's comments, I showed Tarik the contract from Economy Car Rental and the difference in price between what they said I would be charged at the desk and what Avia actually charged was 14 Euros. So either Avia or Economy Car Rental have not kept to the terms of the contract.
Avia have not commented on their cleaning charges which I heard others were receiving(even assuming mine was part of the contract, which it didn't appear to be), but this is not an industry standard. I have already hired cars abroad twice this year. My preferred rental companies are Avis, Hertz, Sixt and Alamo, but I have used others, made in probably about 20 different countries. None have charged a cleaning fee. Many times I have had brand new cars but I have never been made to feel as worried about renting as with this company. Of course I know you hire a class of car not a specific model. I was simply giving an appraisal of the vehicle we received. Furthermore, I booked a cross border card through the broker. I am not sure this was required for Slovenia and Italy but will give the benefit of doubt about this. I certainly didn't receive any documentation about this at the Avia desk and was told I don't need it.
ORIGINAL POST The rental was taken through Economy Car Rentals which did come up with an all inclusive good price. While waiting at the car hire desk at Pula Airport, I listened to the customer in front of me complaining about the cleaning charge. I was greeted by Tarik who was friendly. Contracts, as everywhere, get sent electronically which is fine. However, we had to give 3 or 4 signatures on a piece of paper which did not seem to relate to anything and also some electronic signatures which were not related to any wording on the screen. This made me feel uncomfortable. Tarik was surprised to read our contract included cleaning. However when it came to paying, the amount was 14 Euros more than Economy Car Rental contract. I argued about it. He gave me the option of not paying this but Tarik said I would have to clean the car inside and out. In 40 years of hiring cars I have never come across a cleaning charge. You don't usually have the time to do a full clean before catching a flight. And if you can't do this at the airport, chances are the car will get dirty again. I ended up paying for cleaning.
Tarik showed us how clean the outside and inside was including the seats being spotless and that it only had 400km on the clock. A sticker on the glove box also told us we would be fined 100 Euros for food, drink and beach mess inside the car. Though I respect others property, the pressure of the way all this was done made us nervous. This was a fussy company. This became evident as our party rented two other vehicles from them. Unfortunately a nine year old broke his arm within hours of getting there and his plaster left a mark on the seat. I can't say how bad this was but they were fined 60 Euros.
We rented a VW T-roc through the broker but got a Peugeot 2008, which I never heard of before. The boot space was a little smaller than a T-Roc but luckily we squeezed everything in. On a positive, driving the car was smooth and the comfort for passengers was good. It had warning systems for exceeding speed limits and not staying in lane. Though it had parking sensors, there were no cameras which is unusual for modern cars. Also, at first I thought there was no cruise control but later found out the stalk was hidden behind the lighting stalk. As a result I didn't use it. There was no navigation system without plugging our phones in but this didn't work. The big bonnet also makes it difficult judging the front of the car. This car was a cheap replacement for a T-roc.
On our return, an Avia rep quickly came to the car before I had the chance to photograph everything. He pressured me for the key. I was not happy about this before having the chance to do everything including taking photos. He then told me to come to the desk. There he told me everything was fine and I was free to go. I find it interesting that we have to sign everything, but car hire companies don't have to sign anything when you get back. To be fair, this is not only Avia.
If returning to Croatia, I probably won't use Avia again.
June 21, 2025
Unprompted review
Reply from Avia Rent a car
Thank you for your detailed feedback. However, we must firmly clarify several points to avoid any misunderstandings.
The cleaning charge was included in your reservation and in the final rental price, which was exactly the same as the price stated on your booking confirmation. No additional cleaning fees were charged, and the amount paid fully corresponded to the confirmed reservation details.
We cooperate with many booking agencies, and each agency defines differently what is included in the price. Some reservations include the cleaning fee in advance, as in your case, while others do not, which naturally results in price differences.
Regarding the unfortunate accident involving the child, we sincerely sympathize; however, traces of plaster require special cleaning procedures to ensure the vehicle is hygienically prepared for the next customer, which fully justifies the additional cleaning charge applied in that separate case.
As for the vehicle provided, we must emphasize that exclusively a vehicle category is booked, not a specific model. Each category consists of various models and brands of similar size and characteristics. The Peugeot 2008 you received belongs to the same category as the VW T-Roc according to standard rental classifications and was therefore an appropriate replacement based on availability. In fact, the Peugeot 2008 is 7 cm longer than the VW T-Roc.
The vehicle was equipped with numerous advanced features, including line assist, a camera that reads speed limits, cruise control (tempomat), and several other modern driving aids, all fully functional. The lack of a built-in navigation system was because navigation was not booked as an additional option. It appears that some of these features were simply not recognized or used by you during the rental.
We are glad that you found the car clean, new, and comfortable to drive. However, all procedures and charges applied were fully in accordance with the accepted rental conditions and industry standards. Avia team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.