Quick Summary
- If the car you are offered is unsafe or clearly below the category you booked, you should ask for another one.
- If you simply prefer a different model, colour or specification, a change is only possible if stock allows and may involve an upgrade fee.
- Hola Car Rentals helps you understand what is reasonable at the counter and supports you if you need to discuss a change with the supplier.
What your booking actually promises
When you reserve car hire, the contract is for a vehicle category such as compact, full size or SUV, not for a precise model sitting on a particular bay. The car parked for you at the kerb only has to match that category and the key features in the description.
This means that if you booked a compact and receive a clean, roadworthy compact from that group, the supplier has technically met their side of the agreement even if it is not the exact car you imagined.
When you should insist on a different car
There are situations where you should absolutely ask for a change. If you notice warning lights, worn tyres, a strong smell of damp or smoke, or obvious mechanical problems, do not leave the car park. Politely explain the issue and request another vehicle before signing any final inspection slip.
The same applies if the car is clearly smaller than the category you booked, for example a subcompact offered instead of a full size saloon. In busy destinations like Los Angeles LAX, staff can often find a more suitable car from another row once you point out the mismatch.
As a Hola Car Rentals customer, you benefit from clear booking information that shows which category and luggage capacity you chose. That makes it easier to explain calmly why the car in front of you is not appropriate. On top of that, many offers include All Inclusive Plus cover, free travel insurance and no additional fees so you can focus on choosing the right category rather than worrying about hidden costs.
When a change is a paid upgrade
If the car is in the right category but you simply prefer a different look or driving style, you are usually asking for an upgrade rather than a correction. Swapping from a standard saloon to a larger SUV for a scenic drive out of San Francisco will almost always involve a higher rate.
Suppliers in resort cities often have limited stock of convertibles and premium models. If you decide at the last moment that you would like one of those, be prepared for the agent to quote a higher price or to say that none are available.
Hola Car Rentals practical guide to when an upgrade pays off can help you decide in advance whether a more expensive car is worth it for your itinerary.
Tips for raising concerns at the counter
Always stay polite and specific. Point out concrete issues such as very high mileage, strong smells or visible damage rather than saying that you simply do not like the car. Take clear photos so that everyone can see what you are referring to.
If the issue is cleanliness, staff may be able to send the car back through the wash or offer a different vehicle in the same group. At large airports such as Miami, there are often several cars in each category, so a small change is sometimes possible without any extra cost.
Should you feel pressured into accepting a vehicle you are not happy with, call Hola Car Rentals support from the car park before driving away. It is much easier to fix problems before the handover is completed.
FAQs about changing cars at pick up
Can the counter refuse to offer a different vehicle?
Yes. If the car offered is safe and matches the category you booked, the supplier is entitled to treat the reservation as fulfilled. A change for personal preference is a favour, not a right.
Will I pay extra to move to a higher category?
In most cases, yes. Moving from a compact to an SUV or from a standard model to a premium one counts as an upgrade, and the counter will usually quote a new daily price.
What if the only available car is smaller than I booked?
If the supplier cannot provide the category you reserved, you should not be charged extra to accept a smaller vehicle. Ask staff to explain the options and contact Hola Car Rentals if you feel the solution offered is not fair.
Can I change cars later during the rental?
Changing vehicles mid trip is rarely simple and almost always depends on availability and local rules. It is better to raise any concerns at pick up so that Hola Car Rentals and the supplier can sort out the best option before you leave the lot.
For a smoother experience from the moment you reach the counter, plan your booking with Hola Car Rentals so you know exactly which category suits your plans and what to expect if you need to discuss an alternative at pick up.
