I thought I had done my due diligence with them. I read all the reviews, I read their terms and conditions on the website, I emailed them asking for the price table which the terms and conditions mention but don’t provide, I took care of taking extensive pictures of the state of the cars before collecting them. However, as the title says, they will always find a way to get more money out of you. Here’s what happened:
Travelling with a group of 6 adults and 1 infant, we decided to rent two vehicles, and since I’m the only one with a valid and accepted credit card, I booked both of those cars, with the intention of adding an extra driver (at the cost of 10€/day) so he could drive the second vehicle. We got every confirmation email of the booking (which happened through a third party and not directly on their site, but this would have changed absolutely nothing, as I’ll explain later) and we were trusting everything was fine. Once we get to the airport desk, we are told that one person cannot have two active bookings at the same time, so our only option is to buy the full insurance package (199€) for the second vehicle.
I later contacted Dryyve about this, letting them know that nowhere in their terms and conditions do they specify this rule, and I also ask them why was I able to book two cars if this rule applies? Their answer was simply that they don’t require id documents when booking, so they don’t check if it’s the same person because to them it is common sense that one person cannot drive two vehicles. They also responded, after several emails, that it is a technical issue since there can’t be two rental insurances active for the same person at the same time, passing it as common knowledge, when the only knowledge about the whole renting process that the customer has is the terms and conditions that they state.
I contacted an international organization to make a complaint about this whole situation and the reply from Dryyve was, in summary, “Our terms and conditions state that one person cannot have multiple bookings active at the same time” (which is false, they don’t state that) and at the end they add “We are currently modifying our terms and conditions to state that one person can only book one vehicle”. This is completely dishonest behavior on their part. If it was a technical issue, the booking should not have been accepted. If it was a rule, it should have been stated in the terms and conditions.
Just do yourself a favour and go for a more expensive and affirmed company, because at the end of the day you’ll end up paying the same amount anyways, but at least you’ll save up on some stress and anger.
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— Replying to the company —
Since you say “Limiting the contract to one main renter per rental period is reasonably justified, standard within the industry, and essential from an insurance perspective.”, wouldn’t this be a good thing to have in your terms and conditions? It is *standard within the industry* so something an industry involved person would know, not something a normal customer would. You cannot expect this kind of information to be common knowledge because it isn’t.
You said “The fact that the system allowed two bookings under the same name does not originate from our communication or our booking system.” which is clearly false, since even after booking with a third party I still get a confirmation number by Dryyve, indicating that the booking does in fact go through your systems. Are you telling me that booking through your own site would have alerted me of the fact that one driver cannot have two active bookings at the same time? I’m 100% sure it wouldn’t have.
So in conclusion, yes, the partial information provided to the customer at booking time means the extra insurance sold was a practice to gain a monetary advantage, even if it provided an insurance coverage as you say.
