Question 1

What does my van rental in Madrid through Hola Car Rentals include that other companies don't offer?

Accepted Answer

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

Full vehicle coverage with no deductible (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 rental 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 van rental experience with full protection and peace of mind throughout your trip in Madrid.

Question 2

Will I face unexpected charges when I rent a van in Madrid through Hola Car Rentals?

Accepted Answer

No. With Hola Car Rentals, all costs and charges for your van 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, whether you are renting a van or any other vehicle class. 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 rental 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

What documents do I need to pick up a van in Madrid?

Accepted Answer

To pick up a van in Madrid, you must present all documents in physical form at the counter. Digital copies are not accepted.

A valid, original driver's license in the main driver's name
A passport or valid government-issued photo ID
A major credit card with the driver's name printed on the card, used for the security deposit hold
Your booking confirmation or printed voucher
Round-trip flight or cruise tickets (required for visitors from outside Spain)

If your license is not issued by an EU or EEA country, an International Driving Permit (IDP) is strongly recommended. If your license uses a non-Latin alphabet such as Arabic, Chinese, Japanese, or Cyrillic, an IDP is required. The IDP is a translation only and must be carried alongside your original license. It is not valid on its own.

EU and EEA licenses are fully valid in Madrid and across Spain without an IDP. Always carry all documents together when collecting your van.

Question 4

Do I need an International Driving Permit to rent a van in Madrid?

Accepted Answer

Not always, but it depends on where your license was issued.

If your driver's license was issued by an EU or EEA country, it is fully valid in Madrid and no IDP is needed to rent a van. If your license was issued outside the EU or EEA, the Spanish traffic authority (DGT) recommends carrying an IDP alongside your original license.

An IDP is required if your license uses a non-Latin alphabet, such as Arabic, Chinese, Japanese, or Cyrillic script. In that case, you must carry both your original license and the IDP when picking up your van in Madrid.

Important points to keep in mind:

The IDP is a translation document only. It is not a standalone license and will not be accepted without your original license
Obtain your IDP in your home country before traveling to Madrid, as it cannot be issued abroad
All documents presented at the rental counter must be physical originals

Question 5

What credit card do I need for the security deposit on a van rental in Madrid?

Accepted Answer

You must present a physical major credit card with the driver's name printed on the card at the Madrid rental counter. The card must be in the main driver's name and have sufficient available credit to cover the security hold.

In Madrid and across Spain, the typical security deposit hold for a standard van is approximately EUR 200 to EUR 300. For larger or premium van categories, the hold may be higher. This is a temporary authorization, not a charge, and is released after you return the van, though your bank may take up to 15 business days to reflect the release.

Key rules to follow:

Debit cards, prepaid cards, and virtual or single-use card numbers are not accepted for the deposit
Digital wallets such as Apple Pay or Google Pay are not accepted at the counter
The card must belong to the main driver. A third party's card is not permitted
Even if you prepaid your van booking online, a physical credit card is still required at pick-up in Madrid

Bring a backup credit card in your name in case your primary card is declined, and notify your bank of your travel to Madrid to prevent fraud blocks.

Question 6

Are there toll roads near Madrid that I should know about when renting a van?

Accepted Answer

Yes, there are several toll roads around Madrid that you may encounter when driving a van in the region.

Spain's toll roads are called autopistas de peaje and are marked with an AP prefix followed by a number. Routes that pass through or near Madrid include:

AP-36 (Ocaña to La Roda), with typical costs of around EUR 20 to EUR 25 for the Madrid to Albacete stretch
AP-41 (Madrid to Toledo), with typical costs of around EUR 10
R-2, R-3, R-4, R-5, and M-12, which are radial toll roads around the Madrid area

Most toll booths accept cash and credit or debit cards. Electronic transponder lanes use the VIA-T system, also called Telepeaje, but this requires a Spanish bank account and is rarely practical for visitors renting a van in Madrid.

Free alternative routes exist on autovías, which are marked with an A prefix. These parallel many toll roads and are a viable option if you prefer to avoid toll charges in your van.

Some newer barrier-free toll sections operate without booths and use automatic plate detection. If you drive through one of these in your van without enrolling in a toll program, the rental company may charge the toll plus an administrative fee after your rental ends.

Question 7

Can I get cashback on tolls paid during my van rental in Madrid?

Accepted Answer

Yes, all bookings include Tolls Cashback, which lets you recover up to 5% of your total booking value for tolls paid during your van rental in Madrid.

Madrid sits at the center of Spain's toll road network, with routes like AP-41 to Toledo and the radial roads R-2 through R-5 potentially generating toll costs during your van trip. This benefit helps offset those expenses.

How to claim your Tolls Cashback after returning your van in Madrid:

Email soporte@holacarrentals.com within 30 days of returning the van
Use the subject line: Tolls Cashback - followed by your reservation confirmation number
Attach your Hola Car Rentals booking confirmation, the signed rental agreement, and a receipt or statement showing the tolls paid
Include your full name, travel dates, and the last 4 digits of the card used for your booking

The refund is issued to the original payment method used for your reservation and typically processes within 7 to 10 business days after approval. Claims submitted after 30 days are not accepted. Note that this benefit covers toll charges only, not fines or parking penalties.

Question 8

What happens if I drive my van through a cashless toll road in Madrid without a transponder?

Accepted Answer

If you drive your van through a cashless or barrier-free toll section in or around Madrid without enrolling in a toll program, the rental company will typically charge the toll amount plus an administrative or processing fee to your credit card after the rental ends.

Spain has an expanding network of barrier-free toll sections, particularly in regions like Galicia, Andalucía, and the Basque Country, as well as some cross-border routes to Portugal. These sections use automatic plate detection and do not have traditional booths where you can pay on the spot.

To avoid unexpected post-rental charges on your van:

Ask the rental counter agent about the toll program available for your van at pick-up in Madrid
Rental companies typically offer an unlimited toll package at a fixed daily rate, which covers all tolls for the rental period
If you decline the program, you are responsible for paying tolls manually where booths exist, and plate-based charges plus fees will apply on cashless sections
Keep any toll receipts from your van trip as documentation

Post-rental toll charges can appear on your card days or even weeks after you return the van, as toll agencies process invoices in batches.

Question 9

What is the fuel policy for a van rental in Madrid?

Accepted Answer

The standard fuel policy for a van rental in Madrid is Full to Full. You receive the van with a full tank and must return it full to avoid additional charges.

Steps to follow during your van rental in Madrid:

At pick-up, check the fuel gauge with the agent and confirm the starting level is recorded on the rental agreement
Take a photo of the dashboard showing the odometer and fuel gauge
Use the correct fuel type for your van. Filling with the wrong fuel is not covered by the fuel policy and may generate significant charges
Refuel within approximately 10 to 15 km of the return location so the gauge does not drop before you arrive
Keep your final fuel receipt showing the date, time, and station address

If you return the van in Madrid with less fuel than recorded at pick-up, the rental company may charge you for the shortfall at their refueling rate, which is typically higher than the pump price, plus a service fee.

Some counter locations may offer a prepaid fuel option. If you accept it, any unused fuel is generally non-refundable, so it is usually better value to refuel the van yourself before returning it in Madrid.

Question 10

Does my van rental in Madrid include travel assistance if something goes wrong on the road?

Accepted Answer

Yes, most bookings include travel assistance provided by Terrawind Global Protection, which can be valuable if an incident occurs while driving your van in Madrid or on Spanish roads.

Coverage typically includes:

Travel insurance with medical coverage for up to 5 passengers
Legal assistance in the event of an accident
Compensation for luggage lost by the airline
Flight cancellation insurance

This benefit is designed for situations such as a medical emergency while traveling in your van around Madrid or an accident on one of the toll roads near the city. It does not cover damage to the van itself (that is handled by CDW or LDW) or third-party liability (covered by LIS or SLI).

To reach assistance 24 hours a day, 7 days a week:

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

Provide your full name, your Hola Car Rentals confirmation number, your location in Madrid or Spain, and a description of what happened. Important: this benefit does not apply to residents of the United States or Canada. Check your booking confirmation for the exact terms and coverage limits applicable to your van rental.

Question 11

Can I add an additional driver to my van rental in Madrid?

Accepted Answer

Yes, you can add an additional driver to your van rental in Madrid, either as an included benefit or for a fee paid at the counter, depending on your rate.

Check your booking confirmation for the line that reads Additional driver free of charge. If it appears, the first additional driver is included at no extra cost. If it does not appear, a daily fee will apply at the Madrid rental counter.

Requirements for adding a driver to your van in Madrid:

The additional driver must be present at the Madrid counter at pick-up
They must present a valid driver's license and, if applicable, an IDP
They must meet the minimum age requirements for the rental location
Both the main driver and the additional driver must sign the rental agreement

Only drivers listed on the rental agreement are covered by protections such as CDW, LDW, and liability coverage. If someone drives the van in Madrid without being named on the contract, coverage may be void and additional charges could apply.

If you need to add a driver after pick-up, you must visit a branch in person to update the agreement. Remote requests by phone or chat are generally not sufficient.

Question 12

What insurance options are available for a van rental in Madrid?

Accepted Answer

When renting a van in Madrid, you have access to several types of coverage that protect you in different situations.

The main options are:

Collision Damage Waiver (CDW) or Loss Damage Waiver (LDW): reduces your financial liability for damage to the van from a collision, theft, or vandalism. A deductible or excess may apply unless your confirmation states zero. In Europe, a Super CDW option is sometimes available, which lowers or eliminates the deductible
Third-Party Liability (LIS or SLI): covers bodily injury and property damage you may cause to other people while driving the van in Madrid. By law, all rental vehicles in the EU must carry third-party liability, and this is included in the rental price in Spain

What these coverages do not include:

CDW and LDW do not cover third parties. You need LIS or SLI for that
Neither covers your personal injuries (that requires PAI) or your belongings (that requires PEC)
Prohibited use such as off-road driving, racing, or driving under the influence voids coverage

Review your booking confirmation carefully to confirm which protections are included in your van rate for Madrid, and check the deductible amount before signing the rental agreement at the counter.

Question 13

Can I pick up a van in Madrid and return it in a different city?

Accepted Answer

Yes, one-way van rentals are possible in Spain, but a drop-off fee may apply depending on the route and the rental company.

When booking a van in Madrid with a different return location, the drop-off fee will appear on the booking details page under the section labeled To pay at destination. This fee is route-specific and varies based on the distance between cities, the rental company, the season, and the van category.

Common patterns for van rentals originating in Madrid:

Madrid to a nearby city in the same region: a drop-off fee often applies and varies by distance
Madrid to a city in a different region: a drop-off fee almost always applies
Cross-border one-ways, such as Madrid to Portugal: may be restricted or carry higher fees depending on the partner

The drop-off fee cannot be prepaid and is not covered by No Extra Charges© unless it was not disclosed during booking. If the counter charges a different amount than shown on your confirmation, keep all paperwork and contact support after the rental ends.

Changing your return location after booking may reprice the entire van rental and recalculate the drop-off fee, so confirm the route before finalizing your reservation.

Question 14

Where do I find the rental counter to pick up my van in Madrid?

Accepted Answer

The location of the rental counter for your van in Madrid depends on the partner brand shown on your booking confirmation and whether you are picking up at an airport, a city center location, or another site.

General steps to find your van pick-up counter in Madrid:

Check your booking confirmation for the operating brand name, such as Avis, Hertz, Alamo, Enterprise, Budget, or another partner
At Madrid Barajas Airport (MAD), follow the Car Rental signs within the terminal or to the designated rental area. Confirm the exact terminal and floor on your confirmation, as counter locations can vary by brand
For city center locations in Madrid, your confirmation will include the street address. Bring the exact address and contact the branch directly if you have difficulty locating it
Some brands in Madrid may share a counter with another brand in the same group. If you cannot find your brand's signage, ask airport or branch staff for assistance

If you arrive after counter hours, review your confirmation for after-hours pick-up instructions specific to your van reservation in Madrid. Counter hours can vary by location and may be affected by local holidays. Always confirm hours in advance to avoid delays when collecting your van.

Question 15

Are there Low Emission Zones in Madrid that affect my van rental?

Accepted Answer

Yes, Madrid operates a Low Emission Zone called Zona de Bajas Emisiones (ZBE), which may restrict access for certain vehicles including some van categories depending on their environmental rating.

Spain requires rental vehicles to display an environmental sticker issued by the DGT (Dirección General de Tráfico). This sticker indicates the vehicle's emission category and determines where it can circulate. When picking up your van in Madrid, check with the rental counter agent to confirm:

The environmental sticker category displayed on the van
Whether the van is permitted to enter the specific zones in Madrid you plan to visit
Any time-based or day-based restrictions that apply to your van category in the zone

Older vans with higher emissions may face restrictions in central Madrid areas covered by the ZBE. Driving a restricted van into a prohibited zone can result in fines that are charged to your credit card after the rental ends, and these are not covered by CDW or any rental protection.

There are no congestion charges in Madrid similar to London's ULEZ fee system. The restrictions are access-based rather than fee-based, so the key concern for your van rental in Madrid is confirming the sticker category before entering restricted areas.

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