CAEL Rent a Car

Pros

Shuttle from the airport to their location was relatively quick. Handoff at their location was quick. The car was brand new (18km on the odometer).

Cons

AC stopped functioning after about an hour. The car started to overheat (a Portuguese warning indicated that engine coolant levels were low + check engine light appeared). Tire pressure in one tire indicated as going down.

And so, we called the roadside assistance. That part went well in that they came on time to our rented house and towed the car back.

I spoke to 3 different Cael staff to help our family of 4 replace the car. They will not bring you another car. They will not compensate you for the trouble. Cash refunds or car upgrades were not in line with "policy". They will question you and insinuate that you likely caused the problems. I had to take a taxi back to Lisbon (2 hours each way) to pick up a replacement car.

I had filled up the first car and was told that the excess gas I had put would be credited. When I returned the second car, I had to argue for 30 minutes and get the supervisor on the phone to get that credit.

In summary, no compensation for the wasted day, stress of driving with a defective car, wasted gas driving back for 2 hours and overall their faulty car became our problem.

When I visited Porto on September 26, 22 after a whole night without sleeping, my car rental was given to me without a problem. I didn't know that it was my responsibility to check every scratch. In 2 weeks I rode 750 kilometers, less than 460 miles.

Upon delivery of the car, agent Vania stated that there was a fresh scratch in the front bumper. I used the car only to visit my mother in a convalescent center and return home where the car was very well protected. By the way, being a directing instructor myself, I know a lot about how to take care of a car.

When I checked, she came from her desk to inspect the car and "boom" - went straight to the front bumper, as it seemed that the knew it was there. You could hardly see it... actually, you had to bend over to see it. The more I insisted that nothing happen to me, the more she insisted that the scratch was fresh... I'm sure, IF it was there, the other girl would have probably seen it. She was rude and unapologetic.! Well... they charged me 150 Euros plus 23% VAT. €183.68...

Moreover... I should have delivered the car on Monday 10th early in the morning 4:00 am, but the first agent told me that at that moment they would beclosed, so I had to deliver it the previous day before 7:00 p.m. and slept sitting on a very uncomfortable chair in the airport... This was not the most convenient situation for a lady who recently underwent cardiac surgery. Excuse me... but the experience with Cael was not positive.

Date of experience: October 09, 2022

I recently rented from Cael through holiday autos for my vacation in Portugal in August 2018.

Everything about the car and the process was as expected but what I really wanted to share was their commitment to the customer.

We were scheduled to arrive is Lisbon at 10:30 pm which is past their office operating hours. I called the rental desk directly (number was on the Holiday Autos paperwork) a week before my arrival just to check what happens after hours. The rep told me that they will come and pick us up - not to worry.

Turns out my flight was delayed an hour and a half and now we were arriving after midnight. I called the number as advised when I was at the designated meeting spot and within 10 minutes my pick-up arrived. What saddened me was that there was a crowd of people in the same area waiting for their rental pick ups. A few young women, a family and an older gentleman all asked my rental rep for help as they were with different rental companies. He shrugged and said he couldn’t help. They would have to keep trying the phone numbers they had.

One gentleman said he was stranded by his rental company. One young woman had already been trying for 5 hours and others just simply had looks of exasperation on their faces.

It is no way to start a holiday having to wait all night in an airport or find a hotel just to get your rental car. At that point I’m sure most of those people would have happily paid 50€ or a 100€ more to not be in that predicament.

I may not have gotten the cheapest price, but I did look at, and read the reviews and experiences of other people using other companies and I’m glad I made the right choice based on their experiences. So I am sharing mine so that others don’t suffer. I really felt bad for those people.

The rep was specifically waiting for me, only me, before heading home. He had my flight number and knew we were late. That kind of customer service is worth the extra you pay.

I have rented a car from Cael (via Holiday Autos) in Lisbon, in September 2015. I have needed a car with automatic transmission and got one. We have been upgraded from Golf to Mercedes. Excellent car and excellent Cael representatives. I have had a number of email exchanges with Cael. Every time got very fast and informative and reliable reply. All together, excellent experience!

Having reserved by internet and being deceived to me on the number of days (were missing it 3), I wanted to add them once there. We answered me that they did not know if it was possible and if we would call me the next day. The call(appeal) took place well but by presenting me "a fait accompli" that it would cost me 285€ instead of 185€. They just swindled me from 100€.

Renter to avoid.

Booked with Cael through holidayautos.co.uk from Faro airport. I have tried a variety of budget and premium hire car companies over the years and the service from Cael was one of the best.

We were met at the airport with the car waiting outside. The paperwork was quick and easy. The car was modern and in great shape, exactly what we had asked for. They checked it over with us and sent us on our way.

The return was just as easy, we were met outside the front of the airport and after a quick inspection everything was done.

We were met at the airport on time and it only took a few minutes to fill in the forms. We were then taken to our car, and the gentlemen gave us his mobile in case of any problems. We didn't have any. We returned the car, it was checked, everything was fine and our deposit was returned to us. One of the reasons we chose this company was because it was a 'Collect full return full' policy rather than the 'Collect full return empty' which seem to charge you extra for fuel. We would use this company again.

The rep was waiting for us at Lisbon airport paper work & payment was sorted in minutes,the car brought to us straight away in immaculate condition.he was so friendly.on our return they were waiting for us at the departure terminal so we could drop the car off right outside the airport, all went so smoothly & would definitely use Cael again.

Would recommend to anyone _ hassle free meet and drop off at airport - even sorted my tolls for me

Superb service,was used of having a standing battle with other Car hire companies at Faro Airport(Airauto),Cael were cheapest on Car Trawler this time.What a revelation ,no marching a mile to car park 4 to stand in queue,we were greeted in the arrivals hall and accompanied to our car right outside ,got an upgraded model from the basic one we had booked,same on our return,rep was waiting right outside departures and even fetched a trolley for our bags.

Very good service