Question 1

What does my Hola Car Rentals booking with National in Madrid include that other companies don't offer?

Accepted Answer

Hola Car Rentals is the only premium partner of the leading car hire companies in Madrid, giving you exclusive access to our All Inclusive+ rate. This rate offers additional benefits that no other company can match:

Full vehicle coverage with no excess (applies only to certain rates and itineraries)
Toll cashback: recover up to 5% of the reservation's total value for toll charges incurred during your hire period
Premium travel medical assistance, covering up to EUR 100,000 for a maximum of 5 passengers in case of medical emergency, excluding pre-existing conditions
No Extra Charges© guarantee: if the counter charges you for something not listed on your confirmation and not an optional add-on you accepted, Hola Car Rentals will work to remove or reimburse the charge after verification

All of this at no extra cost, guaranteeing you a unique hire experience with full protection and peace of mind throughout your trip in Madrid.

Question 2

Will I face unexpected charges at the National counter in Madrid when I book through Hola Car Rentals?

Accepted Answer

No. With Hola Car Rentals, all costs and charges for your booking in Madrid are clearly shown at the time of reservation and in your confirmation email, so you know exactly what you are paying before you arrive at the counter.

On top of that, every Hola Car Rentals booking includes the No Extra Charges© guarantee. This is a pricing guarantee (not insurance) that protects you if the counter in Madrid charges you for something that was not listed on your confirmation and was not an optional add-on you accepted. If that happens, Hola Car Rentals will work with the hire partner to remove or reimburse the charge after verification.

The only costs outside this guarantee are:

Optional add-ons you choose at the counter (GPS, child seats, prepaid fuel)
Usage-based charges (tolls, fuel shortfall, traffic fines)

Question 3

Where is the National car hire counter at Madrid Barajas Airport?

Accepted Answer

The National car hire counter at Madrid Barajas Airport (Adolfo Suárez Madrid-Barajas, MAD) is located across Terminals 1 through 4, and the directions differ depending on which terminal you arrive at.

Terminals 1, 2, and 3: After collecting your baggage, exit the terminal building, cross the street, and walk to the car hire cabin located in the car park area.
Terminal 4: Head to the ground floor, walk past the car hire desks inside, then go outside to the car park and turn left toward the end to reach the National booth.

No shuttle is required at Madrid Barajas; the National counter is within walking distance of each terminal's arrivals area. Allow at least 30 to 60 minutes after baggage claim for counter processing before you are on the road.

Question 4

What documents do I need to pick up a National hire car in Madrid?

Accepted Answer

To collect your National hire car in Madrid, you must present the following physical documents at the counter. Digital copies are not accepted.

A valid passport or government-issued photo ID.
Your original, unexpired driver’s licence. All drivers must have held a full licence for a minimum of one year.
An International Driving Permit (IDP) if your licence uses a non-Latin alphabet such as Arabic, Chinese, Japanese, or Cyrillic. EU and EEA licences are valid in Spain without an IDP, though the IDP is recommended for non-EU licences.
A major credit card in the main driver’s name, with the driver’s name printed on the physical card, for the security deposit authorisation hold.
Your booking confirmation or printed voucher.
Round-trip flight tickets or cruise documents.

For Elite, Premium, Luxury, Convertible, or SUV categories at the National Madrid Barajas location, additional verified contact information such as employment details and telephone numbers, plus proof of Spanish residency, may also be required. Always carry physical originals of every document.

Question 5

How much is the security deposit for a National hire car in Madrid?

Accepted Answer

When you pick up your National hire car in Madrid, the counter will place a temporary authorisation hold on your credit card. This is not a charge; it reduces your available credit until your bank releases it after the hire ends.

In Spain, the typical hold for a standard vehicle is approximately EUR 200 to EUR 300. The exact amount can be higher for premium or speciality vehicle classes, and it varies by location, season, and the specific National desk policy at Madrid Barajas or any city centre location.

Only a major credit card in the main driver’s name with the name printed on the physical card is accepted for the deposit. Debit and prepay cards are not accepted.
Make sure your card is enabled for international in-person transactions before you arrive at the Madrid counter.
Bring a backup credit card in case your primary card is declined.

After you return the vehicle, the hold is released. Your bank controls how quickly it reappears in your available credit, which can take up to 15 working days.

Question 6

How do toll roads work when renting a National car in Madrid?

Accepted Answer

Spain operates a network of toll roads called autopistas de peaje, marked with an AP prefix (for example, AP-36 or AP-41). Several of these routes run through or near Madrid, including the AP-41 toward Toledo and the R-series radial roads (R-2, R-3, R-4, R-5) that ring the capital. Typical costs run approximately EUR 0.09 to EUR 0.10 per kilometre for light vehicles.

Payment options at toll booths include cash, credit or debit cards, and the electronic VIA-T transponder lane. Many newer barrier-free sections in regions such as Galicia, Andalucia, and the Basque Country are cashless and use automatic plate detection.

If you drive a cashless toll road without enrolling in a toll programme, the National hire company may charge the toll amount plus administrative fees to your card after the hire ends.
Free parallel autovías (A-prefix highways) exist as alternatives to most toll autopistas around Madrid.
Madrid does not have a citywide congestion charge, but Low Emission Zones (Zonas de Bajas Emisiones) may restrict certain vehicles in parts of the city. Confirm your hire car's environmental sticker at the National counter.

Keep all toll receipts during your Madrid hire, as you may be eligible for Tolls Cashback through your booking.

Question 7

Can I get Tolls Cashback on a National hire in Madrid?

Accepted Answer

Yes, Tolls Cashback is included with every booking, including National hire in Madrid. You can claim up to 5% of your total booking value back for tolls paid during your hire period on Madrid's toll roads and any other autopistas you use in Spain.

To claim your cashback after returning your National vehicle in Madrid:

Email soporte@holacarrentals.com within 30 days of returning the car.
Use the subject line: Tolls Cashback, followed by your reservation confirmation number.
Attach your Hola Car Rentals booking confirmation, the signed hire agreement from the National counter, and a receipt or statement showing the toll charges paid.

The refund is processed to the same payment method used for your original booking and typically arrives within 7 to 10 working days after approval. Late submissions received after 30 days are not accepted. This benefit does not mean tolls are prepaid; you still pay tolls normally during your Madrid hire and claim reimbursement afterwards.

Question 8

How much does it cost to add an additional driver to a National hire in Madrid?

Accepted Answer

Yes, you can add an additional driver to your National hire in Madrid, but a fee applies unless your rate explicitly states that an additional driver is included at no charge.

For National in Madrid, the additional driver fee is EUR 15.00 per day, with a maximum charge of EUR 150.00 for 10 days. This fee is paid at the National counter at pickup, not prepaid online.

The additional driver must be present at the Madrid counter at pickup with their own valid driver’s licence and ID.
All drivers must have held a full licence for at least one year.
Both the main driver and the additional driver must sign the hire agreement before leaving the National location.
If someone drives who is not listed on the agreement, insurance protections such as CDW and liability cover may be void.

Check your booking confirmation before arriving at the Madrid counter to see whether your rate already includes one additional driver at no extra cost.

Question 9

Are there extra charges for hiring a National car at Madrid Barajas Airport?

Accepted Answer

Yes, hiring a National car at Madrid Barajas Airport (MAD) typically includes airport-specific fees on top of the base hire rate. These are standard charges applied at the airport location and are not unique to National.

Airport concession fee: Madrid Barajas imposes a concession recovery fee that hire companies pass on to customers. This is typically reflected in the rate shown at booking.
VAT: Spain applies a standard VAT rate to hire car transactions.
Any fees listed as included in your booking confirmation should not be charged again at the National counter. If they are, the No Extra Charges© guarantee may apply.

Off-airport National locations in Madrid, such as city centre sites near Chamartín or Atocha train stations, may carry lower base rates because they avoid the airport concession fee. However, you would need to arrange your own transport from the airport to those locations.

Always review the breakdown on your booking confirmation before arriving at the Madrid Barajas National counter so you know exactly what is prepaid and what, if anything, is due locally.

Question 10

Do I need an IDP to hire a National car in Madrid?

Accepted Answer

It depends on where your driver’s licence was issued. For a National hire in Madrid, the rules follow Spanish law and the requirements of the hire partner.

EU and EEA licences: Valid in Spain without an IDP. You can drive your National hire car in Madrid using your EU or EEA licence alone.
Non-EU licences in Latin script (for example, a US, Canadian, or Australian licence): An IDP is recommended by Spain's DGT but is not strictly mandatory. Carrying one alongside your original licence is strongly advised to avoid any issues at the National counter or with local authorities.
Licences in non-Latin alphabets (Arabic, Chinese, Japanese, Cyrillic, and similar): An IDP is required. The National counter in Madrid will not accept a licence in a non-Latin script without an accompanying IDP translation.

The IDP is a translation document only and must always be carried together with your original licence. It is not a standalone licence and will not be accepted on its own. Obtain your IDP in your home country before travelling to Madrid, as it cannot be issued abroad.

Question 11

What is the fuel policy for National hire cars in Madrid?

Accepted Answer

National hire cars in Madrid follow a Full-to-Full fuel policy. You receive the vehicle with a full tank and must return it full to avoid additional charges.

At pickup: Check the fuel gauge with the National agent and confirm the starting level is recorded on the hire agreement. Take a photo of the dashboard showing the odometer and gauge.
During the hire: Use the correct fuel type (gasoline or diesel). Using the wrong fuel is not covered by the fuel policy and may generate significant charges.
Before return: Refuel within approximately 15 km of the National return location in Madrid so the gauge does not drop below full before you arrive. Keep the receipt showing the date, time, and station address.

If you return the car below the recorded starting level, National may charge you for the fuel shortfall at their own refuelling rate, which is typically higher than the pump price, plus a service fee. Returning the tank full is always the most cost-effective option for your Madrid hire.

Question 12

Can I pick up a National hire car in Madrid and return it in another city?

Accepted Answer

Yes, one-way hires with National are possible in Spain, but a drop-off fee may apply when you return the car to a different location from where you picked it up in Madrid.

The drop-off fee is route-specific and varies by destination, vehicle class, season, and the National partner's pricing for that particular route. It is not mileage, fuel, or a tax, though it is typically subject to local taxes.

The fee, if applicable, will be shown on the booking details page under the section labelled as charges due at destination before you confirm your reservation.
Same-city routes, such as picking up at Madrid Barajas Airport and returning to a Madrid city centre National location, often carry no drop-off fee.
Longer routes between Madrid and another Spanish city or region are more likely to include a drop-off fee.
Cross-border one-ways, for example from Madrid to Portugal, may be restricted or carry higher fees depending on National's partner rules.

Review your booking confirmation carefully to confirm whether a drop-off fee applies to your specific Madrid itinerary before travel.

Question 13

What are the counter hours for National car hire at Madrid Barajas Airport?

Accepted Answer

Counter hours at the National car hire desks in Madrid Barajas Airport vary by terminal and day of the week. Based on available information for the Alamo/National/Enterprise family at Madrid Barajas (Terminals 1 through 4):

Monday to Friday: counters typically open from 07:00 and operate until approximately 00:30.
Saturday and Sunday: counters typically operate from 07:00 to approximately 22:30.

Hours can change on Spanish public holidays, so always confirm the exact schedule on your booking confirmation or by contacting the National location directly before your arrival in Madrid.

If you are arriving outside counter hours, review your confirmation for after-hours pickup instructions. Some Madrid Barajas locations offer 24-hour vehicle return with a key drop arrangement, but after-hours pickup availability should be confirmed in advance. If your flight is delayed, National will generally hold your reservation for up to 24 hours from the original pickup time.

Question 14

What insurance is included in a National hire in Madrid?

Accepted Answer

Insurance included in your National hire in Madrid depends on the rate plan selected at booking. In the European Union, including Spain, third-party liability insurance is required by law and is included in every hire by default. This covers bodily injury and property damage you may cause to others while driving your National vehicle in Madrid.

Beyond mandatory liability, your booking may also include:

Collision Damage Waiver (CDW) or Loss Damage Waiver (LDW): reduces your financial liability for damage to the National hire car itself. A deductible or excess may apply unless your confirmation states zero deductible. Super CDW, which lowers or eliminates the deductible, may be available as an upgrade.
CDW and LDW do not cover third parties (that is handled by liability cover), your personal injuries, or your belongings.

Check your booking confirmation for the exact cover included in your Madrid rate. At the National counter, review the hire agreement to confirm all coverages are active before signing. If you are unsure whether a specific protection is included, ask the agent to itemise it before you drive away from the Madrid location.

Question 15

Is travel assistance included with a National hire in Madrid?

Accepted Answer

Yes, most bookings include travel assistance coverage provided by Terrawind Global Protection, and this applies to National hire in Madrid as well. This benefit is available to non-North American customers; residents of the United States and Canada do not qualify.

Coverage typically includes:

Travel and medical insurance for up to 5 passengers.
Legal assistance in the event of a road accident, which is particularly relevant on Madrid's complex ring road network such as the M-30 and M-40.
Compensation for baggage lost by the airline.
Flight cancellation insurance.

This is not car damage cover (that is CDW/LDW) and does not replace your personal health insurance. If you need assistance during your Madrid hire, contact Terrawind 24 hours a day:

Phone: +1 888 980 9992 (toll-free or collect).
WhatsApp: +1 208 910 1001.
Email: asistencias@twglobalprotection.com.

Have your full name and your booking confirmation number ready when you call. Always check your specific booking confirmation to verify that travel assistance is included in your Madrid hire.

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