Question 1

O que inclui minha reserva da Hola Car Rentals com Enterprise em Madrid que outras empresas não oferecem?

Accepted Answer

Hola Car Rentals é a única parceira premium das principais locadoras de veículos em Madrid, oferecendo a você acesso exclusivo à nossa tarifa All Inclusive+. Esta tarifa oferece benefícios adicionais que nenhuma outra empresa pode oferecer:

Proteção total do veículo sem franquia (válida apenas para certas tarifas e itinerários)
Reembolso de pedágios: recupere até 5% do valor total da sua reserva pelos pedágios pagos durante a locação
Assistência médica de viagem premium, com cobertura de até EUR 100.000 para um máximo de 5 passageiros em caso de emergência médica, excluindo condições preexistentes
Garantia No Extra Charges©: se o balcão cobrar algo que não consta na sua confirmação e não é um adicional opcional que você aceitou, Hola Car Rentals trabalhará para remover ou reembolsar o valor após verificação

Tudo sem custo adicional, garantindo uma experiência de locação única com proteção completa e tranquilidade durante toda a sua viagem em Madrid.

Question 2

Terei cobranças inesperadas no balcão da Enterprise em Madrid ao reservar pela Hola Car Rentals?

Accepted Answer

Não. Com a Hola Car Rentals, todos os custos e cobranças da sua reserva em Madrid são apresentados claramente no momento da reserva e no e-mail de confirmação, para que você saiba exatamente o que está pagando antes de chegar ao balcão.

Além disso, cada reserva da Hola Car Rentals inclui a garantia No Extra Charges©. Esta é uma garantia de preços (não uma proteção) que protege você caso o balcão em Madrid cobre por algo que não estava listado na sua confirmação e que não era um adicional opcional que você aceitou. Se isso acontecer, a Hola Car Rentals trabalhará com o parceiro de aluguel para remover ou reembolsar a cobrança após verificação.

Os únicos custos fora desta garantia são:

Adicionais opcionais escolhidos no balcão (GPS, cadeirinhas para crianças, combustível pré-pago)
Cobranças por uso (pedágios, diferença de combustível, multas de trânsito)

Question 3

Where is the Enterprise counter at Madrid Barajas Airport?

Accepted Answer

The Enterprise counters at Madrid Barajas Airport (MAD) are located in two terminals. In Terminal 1, the counter is in the Arrivals hall, opposite baggage claim area 2. In Terminal 4, the counter is on floor -1 inside the terminal, with an additional presence at Parking P4, Terminal T4 Module A, floor 0.

If you arrive in Terminals 2 or 3, make your way to Terminal 1 to reach the Enterprise desk. Airport counters operate from 7:00 AM to midnight, 365 days a year, so most flight arrivals are covered.

Once at the correct terminal, follow the car rental signs toward the Arrivals hall. Have your booking confirmation, passport, and credit card ready before approaching the Enterprise desk to speed up the process.

Question 4

What are the Enterprise rental location hours in Madrid city center?

Accepted Answer

Enterprise city center locations in Madrid operate on more limited schedules than the airport. The Plaza España branch, for example, follows these hours:

Monday to Thursday: 4:00 PM to 7:00 PM
Friday: 8:00 AM to 7:00 PM
Saturday: 8:00 AM to 2:00 PM
Sunday: 8:00 AM to 2:00 PM

By contrast, the Enterprise counters at Madrid Barajas Airport are open from 7:00 AM to midnight every day of the year, making the airport a more flexible option if your schedule is uncertain.

After-hours returns are not permitted at city center offices such as Plaza España, so you must plan your return within operating hours. If you need more flexibility, consider returning your Enterprise vehicle at the airport location instead.

Question 5

What documents do I need to pick up my Enterprise rental car in Madrid?

Accepted Answer

To collect your Enterprise rental car in Madrid, you must bring the following physical documents:

A valid, original driver's license (not a digital copy)
A major credit card in the main driver's name, with the driver's name printed on the card, for the security deposit
Your passport or valid government-issued photo ID
Your booking confirmation or printed voucher
Round-trip flight or cruise tickets

For non-EU/EEA license holders, Spain's DGT recommends carrying an International Driving Permit (IDP) alongside your original license. If your license uses a non-Latin alphabet (such as Arabic, Chinese, Japanese, or Cyrillic), an IDP is mandatory. The IDP is a translation only and cannot be used without the original license.

If you are picking up an Elite, Premium, Luxury, Convertible, or SUV category at a Madrid airport Enterprise location, additional documents such as employment details, telephone numbers, boarding passes, or hotel vouchers may also be required. All documents must be physical originals.

Question 6

How do toll roads work when renting from Enterprise 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 to Toledo (approximately EUR 10) and the AP-36 toward Albacete (approximately EUR 20 to EUR 25). Radial roads such as R-2, R-3, R-4, and R-5 also circle the Madrid area and carry tolls.

Payment at toll booths is accepted by cash, credit or debit card, and the electronic VIA-T transponder. Newer barrier-free sections use automatic plate detection and are cashless.

When picking up your Enterprise vehicle in Madrid, you may be offered a toll program through a provider such as Verra Mobility. This charges a fixed daily fee and handles toll settlements automatically. If you decline and drive a toll road, the Enterprise rental company will charge the toll amount plus an administrative processing fee to your card after the rental ends.

Free parallel autovias (A-prefix highways) exist as alternatives to most toll routes around Madrid, so you can often avoid tolls entirely with minor route adjustments.

Question 7

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

Accepted Answer

Yes, all bookings made through Hola Car Rentals include Tolls Cashback, which reimburses up to 5% of your total booking value for tolls paid during your Enterprise rental in Madrid.

Madrid sits at the center of Spain's toll road network, with routes like the AP-41 to Toledo and the AP-36 toward Albacete among the most commonly used. Any tolls you pay on these or other roads during your rental period are eligible.

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

Email soporte@holacarrentals.com within 30 days of vehicle return
Use the subject line: Tolls Cashback - HOLA[your confirmation number]
Attach your Hola Car Rentals reservation confirmation, the signed rental agreement, and a receipt or statement showing the toll charges paid

The refund is processed to your original payment method and typically arrives within 7 to 10 business days after approval. Claims submitted after 30 days are not accepted.

Question 8

Is there a young driver surcharge for Enterprise rentals in Madrid?

Accepted Answer

Yes, Enterprise applies a young driver surcharge in Madrid for renters aged 21 to 24. At the Madrid Alcobendas location, this surcharge is EUR 23.00 per day and applies to the following vehicle categories:

Mini, Economy, Compact, Intermediate, and Standard cars
Mini, Economy, Compact, Intermediate, and Standard SUVs
Small Passenger Vans
Compact and Intermediate Cargo Vans

This fee is paid at the Enterprise counter in Madrid and is not included in your prepaid rate. Drivers must also have held a full license for a minimum of one year to be eligible to rent.

If you are under 21, Enterprise does not permit rentals in Spain. If you are 25 or older, no young driver surcharge applies. Always confirm the exact surcharge amount at the counter, as fees can vary by location and vehicle class.

Question 9

Can I do a one-way rental with Enterprise in Madrid and return the car in another city?

Accepted Answer

Yes, one-way rentals are available between Enterprise branches in Spain, including Madrid locations. During booking, select the option to return to a different location and the applicable one-way fee will be displayed before you confirm.

The one-way fee varies depending on the vehicle category, the specific pickup and drop-off locations, and your travel dates. All Enterprise rentals not returned to the original pickup location in Madrid will incur this fee.

A few things to keep in mind:

The drop-off fee is listed under the "To pay at destination" section during checkout and on your booking confirmation
This fee cannot be prepaid and is settled at the Enterprise counter
Cross-border one-ways (for example, Madrid to Portugal) may be restricted or carry higher fees depending on partner rules
Changing your return location after booking may reprice the rental and recalculate the fee

If the Enterprise desk in Madrid charges a different amount than shown on your confirmation, keep all paperwork and contact support, as No Extra Charges© coverage may apply.

Question 10

What is the Madrid Central low-emission zone and does it affect my Enterprise rental?

Accepted Answer

Madrid Central is a low-emission zone (Zona de Bajas Emisiones, ZBE) that restricts access to the city center based on a vehicle's environmental sticker rating. This zone has been in place longer than similar schemes in other Spanish cities and is enforced strictly, which catches many first-time visitors off guard.

When picking up your Enterprise vehicle in Madrid, check the environmental sticker displayed on the windshield. Rental cars are typically assigned a sticker based on their engine type and emissions level. Vehicles without the correct sticker may be fined if they enter the restricted zone.

Key points for Enterprise renters in Madrid:

Ask the Enterprise agent at pickup which emission label your assigned vehicle carries
Confirm whether the vehicle is permitted to enter Madrid Central and other ZBE areas
Spain is expanding ZBE rules to cities over 50,000 people from 2026 onward, so restrictions may apply beyond Madrid on longer trips

If you plan to drive into central Madrid regularly, request a vehicle with a favorable emission rating (C, ECO, or Zero label) when collecting your Enterprise rental.

Question 11

What travel assistance is included with my Enterprise booking in Madrid?

Accepted Answer

Most bookings made through Hola Car Rentals include travel assistance provided by Terrawind Global Protection, and this applies to your Enterprise rental in Madrid. This benefit is particularly useful given Madrid's dense ring road network and the long distances involved if you drive to other regions of Spain.

Coverage typically includes:

Travel and medical insurance for up to 5 passengers
Legal assistance in the event of a road accident
Compensation for luggage lost by the airline
Flight cancellation insurance

If you experience a breakdown or accident on one of Madrid's motorways or on a route outside the city, contact the assistance line 24 hours a day, 7 days a week:

Phone: +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, and a brief description of the situation. Note that 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 Enterprise rental in Madrid.

Question 12

How does the security deposit work for Enterprise rentals in Madrid?

Accepted Answer

When you collect your Enterprise vehicle in Madrid, the rental desk will place a temporary authorization hold on your credit card. This is not a charge but reduces your available credit until it is released after you return the car.

For rentals in Spain, including Madrid, the typical hold is approximately EUR 200 to EUR 300 for standard vehicles. Premium or specialty vehicles may carry a higher hold amount. The exact figure is set by the Enterprise desk and may vary by location, season, and vehicle class.

Important requirements for the deposit:

The card must be a major credit card (not debit, prepaid, or virtual) in the main driver's name, with the driver's name printed on the card
The card must have sufficient available credit to cover the hold plus any expected charges
Digital wallets and someone else's card are not accepted

After you return your Enterprise rental in Madrid and the contract is closed, the hold is released. Your bank controls how quickly this appears back on your statement, which can take up to 15 business days. Bring a backup credit card in case your primary card is declined at the counter.

Question 13

Do I need an International Driving Permit for my Enterprise rental in Madrid?

Accepted Answer

If your license was issued by an EU or EEA country, it is fully valid for your Enterprise rental in Madrid and no International Driving Permit (IDP) is needed.

If your license was issued outside the EU or EEA, Spain's DGT recommends carrying an IDP alongside your original license. An IDP is mandatory if your license uses a non-Latin alphabet, such as Arabic, Chinese, Japanese, or Cyrillic script. Without it, the Enterprise counter in Madrid may refuse to complete the rental.

Key points to remember:

The IDP is a translation document only and must always be carried together with your original license
It is not a standalone license and will not be accepted on its own
Obtain your IDP in your home country before traveling, as it cannot be issued abroad
Research indicates that Madrid police enforce IDP requirements more rigorously than some other Spanish cities

All drivers listed on the Enterprise rental agreement in Madrid must meet the same document requirements, and all licenses must have been held for a minimum of one year.

Question 14

How does the fuel policy work for Enterprise rentals in Madrid?

Accepted Answer

Enterprise applies a Full-to-Full fuel policy for rentals in Madrid. You receive the vehicle with a full tank and must return it full to avoid additional charges.

Steps to follow:

At pickup, check the fuel gauge with the Enterprise agent and confirm the starting level is recorded on the rental agreement
Take a photo of the dashboard showing the odometer and fuel gauge
Before returning the car, refuel within approximately 15 km of the return location so the gauge does not drop below full during the drive back
Keep your final fuel receipt showing the date, time, and station address

If you return the Enterprise vehicle in Madrid with less than a full tank, you may be charged for the fuel shortfall at the partner's refueling rate, which is typically higher than the pump price, plus an administrative service fee.

For after-hours returns at locations that permit them, leave the fuel receipt in the key envelope and keep a photo of the full gauge on your phone as evidence. Note that after-hours returns are not permitted at some Madrid city center Enterprise locations such as Plaza España, so plan accordingly.

Question 15

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

Accepted Answer

Yes, you can add an additional driver to your Enterprise rental in Madrid, either at no cost if your rate includes it or for a daily fee paid at the counter.

For Enterprise in Madrid, the additional driver fee is EUR 15 per day plus applicable taxes when not included in your rate. Check your booking confirmation for the line "Additional driver free of charge" to see whether your rate already covers one extra driver.

Requirements for adding a driver at the Enterprise counter in Madrid:

The additional driver must be present at pickup with a valid, physical driver's license
They must have held their license for a minimum of one year
If their license uses a non-Latin alphabet, they must also present an IDP
Both the main driver and the additional driver must sign the rental agreement

Only drivers named on the Enterprise rental agreement in Madrid are covered by the vehicle's protections such as CDW/LDW and liability coverage. If someone drives who is not listed on the contract, coverage may be void and additional charges could apply. If you need to add a driver after pickup, visit an Enterprise branch in Madrid to update the agreement.

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