How we rate
Separate measures that are never mixed, applied in the same way to every company.
Country rankings
Each country has its own consumer complaint platforms, and each calculates its scores differently. That is why we rank companies country by country, and only companies that have a score on the same platform. We never average scores from different platforms.
Today we use OCU in Spain, DECO PROteste and Portal da Queixa in Portugal and Altroconsumo in Italy. OCU, DECO PROteste and Altroconsumo use the same method: 50% user rating, 35% response rate and 15% response time over the last 12 months. Every figure links to its source with the date we checked it. See the rankings by country.
Customer score
Average from 1 to 5 of the verified reviews published on this site. It does not include ratings from other platforms.
We ask for reviews at least 30 days after the vehicle is returned, so they also cover what happened with the deposit and any damage charges.
Reviews we could not verify do not count towards the score.
Scores per location
For companies with several locations, such as Indie Campers, we will show a score per location once a location has at least 5 verified reviews. Until then, we link to each location's Google Maps listing, where it has its own ratings. Google's terms do not allow us to copy or store those ratings.
Transparency index
A score from 0 to 100 calculated only from what the company publishes in its terms and help centre. Each criterion on the company page links to the document that proves it. If a company changes its terms, we recalculate the index.
| Criterion | Points |
|---|---|
| Phone support with a person, in addition to chat | 15 |
| Maximum of 7 days or less to notify charges after return | 15 |
| Provides a garage invoice or quote for the damage charged | 15 |
| Pick-up and return photos signed by the customer at the time | 15 |
| Top protection plan with no excluded areas (roof, underbody, tyres, glass) | 15 |
| Deposit released in 7 days or less | 10 |
| Replacement vehicle guaranteed in case of breakdown | 10 |
| Complaints process with a published response time | 5 |
How we verify reviews
- You confirm your email address.
- We ask for a booking confirmation or invoice. It is never published, and we delete it within 30 days of checking it.
- We check that the dates, company and location are consistent.
- We publish one review per booking, with your first name and the initial of your surname.
What we publish and what we don't
We publish all verified reviews, positive or negative. We do not remove negative reviews at a company's request.
We do not publish insults, staff names, third parties' personal data, accusations of crimes or reviews without proof of booking. Companies can reply to any review through the right of reply form, and we publish their reply next to it.
More detail in the review policy.
How we write company pages
- Every fact about a company links to its source.
- We separate what the company says from what customers report.
- Each company can correct a fact or reply through the right of reply form; we publish its reply in full and date every correction.
- If a company shows us an error, we correct it and note the date of the correction.
- We have no advertising, affiliate links or agreements with rental companies.