Rentcarla Reviews 

I have made a booking with Carla and the voucher number is 3768150. We made an initial payment of 26.46GBP

During the car pick up, we added some add ons and the deposit plus the cost for add ons were deducted off from our card but the invoice didn't reflect the initial amount we made at the booking with Carla and Europcar stated that they have not received the prepayment amount from Carla.

I have travelled almost 30 countries and have never had issue with renting a car. The first time I used a Carla, here we are.

When we went to pick up the car, the Europcar mentioned that we have only medium protection though I opted for a full protection (which was never sent to us untill after I raised my concern with them via email in regards to the prepayment) hence the reason we went for an upgrade. When the protection is upgraded, it's logical that the amount I paid for the protection with Carla needed to act as the counter payment (which they said isn't the case). Honestly it looks like your company are not acting in your clients favour. 26.46GBP is not a lot of money but acting in good faith is what makes your customers come back to you. We paid almost another 146GBP on top of this 26.46GBP but we haven't had the service from Carla in any form even though when we had queries relating to out of hours drop off, we were asked to contact the Europcar directly. We would have rather had the booking directly with the Europcar than via Carla as paying you extra 26.46GBP with no any service from your end. Anyways I'm going to dispute this via my bank as your company is scamming people which is very evident from the trustpilot reviews.

You don't deserve even a single star but there is no option to do that.

WILL NEVER USE CARLA AGAIN.

I only gave one star as there is no option to give zero.
Having booked through Carla for a car with Europcar, I was asked for £100,000 (yes, £100,000!) deposit for a car costing no more than £25,000. To avoid this I could have paid a £274 supplement for insurance for a two day car rental. A complete rip-off.
Do not be tempted by the relatively low price quoted.

I reserved and paid for a specific rental car online through Carla. After flying across the country and arriving at midnight I was told that there were NO CARS available. I had to book an Uber to my destination and then another to go back to the airport in the morning. I was never reimbursed for this and I was overcharged after returning the car. Beware of this awful and unlawful 3rd party company!!!

AVOID AVOID AVOID!!
If I could give it a MINUS 5 star I would .we booked a car rental well in advance a few weeks ago for a peak time of year during half term. when we arrived at the Europcar counter they told us this reservation could not be accepted as it was only for US citizens! Nowhere on the booking confirmation could I see that and Carla could also clearly see when I booked that I am a UK resident. Totally deceptive and the only way round it was to pay €1000 to get that very same car or go elsewhere, which we decided to do, except wasted another three hours, trying to book a car last minute at peak time, obviously more money as last minute super stressful, and of course, impossible to talk to anyone at Carla to try and resolve the issue .complete scam

My terrible experience seems a lot better than most here - so they get 2 stars. The rental was for a Fiat 500 from Southampton Airport UK, with a very cheap price. Everything went smoothly except the insurances for Collision Waiver Damage, theft and third party liability. These were supposed to be included but werent so I had to pay an extra GBP 96 to include them. When I contacted Carla to complain about this, they just said that I had paid for extras and that it was my responsibility.

I was quoted one price and paid a deposit based on that but when I collected the car from Europcar they charged me nearly double.
I did not ask for any extras and i had my own excess waiver insurance as i rent many cars during the year so there were no extra insurance charges either.
Not to be trusted.

Worse experience ever, got no car, and still waiting for the end of the weekend to speak with someone, no customer service help at all, all plans ruined! Under pressure and now stressed because of my money, potentially robbery on the way. Feel so regret

Carla is deliberately deceptive and makes cancelling a booking unnecessarily difficult. Despite advertising a flexible cancellation policy, they hide the actual cancellation process behind confusing steps and then refuse to help when things go wrong.

I attempted to cancel my booking multiple times through their website, exactly as instructed. When it failed, I contacted support and asked them to cancel it for me. Instead of helping, they demanded that I send them a video recording of myself attempting to cancel the booking. That is completely unreasonable and feels designed to frustrate customers into giving up.

The one way fee was not made clear at booking, and when I raised this issue, support focused on deflecting responsibility rather than resolving the problem. At no point did they take ownership or provide meaningful assistance.

This company relies on dark patterns, hidden friction, and endless hoops to avoid processing cancellations. Customer support is dismissive and unhelpful, and the entire experience feels intentionally obstructive.

If you value transparency, basic customer service, or your time, do not use Carla.

I cancelled my reservation on the same day due to extreme bad weather. Once explained the situation, the refused to give the refund. I will never rent from this company again, no importance to their customers.

I originally rented a car for 9 days but my ferry got cancelled so I returned the car 24h later I asked for a partial refund and was told that they don’t do refund of any kind customer service is absolutely useless DO NOT USE THEM AT ANY COST

Scam of a company, car not available but apparently I was a no show. Credit card company also siding with the merchant as I do not have proof that I was there. The rental car company could not even find the reservation...

I am complaining about the unacceptable and misleading experience I had with my recent car rental booking.

I made my reservation online through a carla and paid in advance for what was clearly advertised as full protection insurance. However, upon arriving at rental desk — exhausted after a long flight and travelling with my children — I was informed that I had only two options:
• Pay an additional £45 per day for another so-called “protection policy” (amounting to over £500 for 8 days), or
• Accept liability of up to £100,000 in the event of any damage.

This situation was completely unreasonable, misleading, and felt like an attempt to pressure customers into purchasing an excessively expensive add-on at the counter.

At no stage during the online booking process was I informed that the insurance I had already paid for would be considered insufficient or unacceptable. Had this been disclosed clearly and transparently, I would never have proceeded with the booking.

Due to this shocking and distressing treatment, I refused to continue with the rental and was forced to leave with my children and take a taxi instead.

This experience was stressful, humiliating, and entirely unacceptable.

I therefore formally request a full and immediate refund of the amount paid online but haven’t heard anything..

Terrible company. Hired car from Newquay UK airport. Hired from Europcar via Carla and Routes. I prepaid £57 and had papers showing CDW theft protection TPL +++. At the Europcar desk they explained they had nothing but trouble with Routes and I was charged an additional £59 for Damage Waiver and Theft waiver. Europcar had no record of my prepayment from Routes. They said this always happens with Routes/Carla. Just book direct with Europcar and don't use these hopeless intermediaries.

Arrived at Europecar in Lyon airport to be told that the price that I got was exclusively for American citizens… a Surcharge of €900 would be applied to my contract.
Can’t reach Carla so off to the train station we go

Don’t rent from Carla. You won’t get a car and refund!

Horrible experience, they are scamming people and sharing growth stories of how much they earned on LinkedIn

I booked and paid for a car through Carla, with a stated policy that reservations are held for two hours after the scheduled pick-up time. Due to a flight delay, I notified the rental company in advance and arrived around 90 minutes late, well within Carla’s stated window.
Despite this, the rental company refused to honour the booking and attempted to charge a significant additional amount to rebook. When I raised this with Carla, I received very poor follow-up and, ultimately, was told a refund was not possible. Instead, I was offered a small voucher, which is not an acceptable resolution when the paid service was not provided.
This experience has left me with little confidence in Carla’s ability to support customers when things go wrong, particularly when their own stated terms are not upheld. I would be very cautious about booking through this platform.

Impossible to modify the reservation (change the drop off) and if i cancel THEY DO NOT REFUND ME!
the worst car rental company you can imagine

0/10 if I could give 0 stars I would. They charged me £390 insurance that I didn’t ask for and haven’t refunded me. Impossible to get hold of and don’t reply to emails.
Awful Service

They mislead customers and take deposits. If anyone wants to join me in collectively taking this company to court, please search online for a blog/post relating to this company online as they took my deposit, didn't offer the car as promised and did not offer terms and conditions and are clearly in breach of the Customer Rights Act 2015.