Frequently Askes Questions

FAQs

MAIN FREQUENTLY ASKED QUESTIONS ON CAR RENTAL



About Reservations

What is the best way to book?

You can book online from your computer or with one of your devices (smartphone or tablet) through our website https://enterprise.mx. Enter our Book / Vehicles section to find the car that best suits your travel needs or you can call our toll-free numbers where we will gladly assist you, to dial from Mexico 01-800-7373-722 and from USA 001-855- 3722-639.

Can I book a specific car model?
It is not possible to reserve a specific model of car, we only guarantee the categories of vehicles that we offer through our website.

How do I cancel a reservation?
If you made the reservation through the Call Center, we recommend that you dial from Mexico at 01-800-737 3722 and from USA 001-855-372-2639

If your reservation was made through our national website, you need to enter in a period greater than 24 hours prior to renting the following link: https://enterprise.mx and select the option of 'My Reservation', otherwise, request support through our Call Center.

If the reservation was made through our international website, you need to enter the following link in a period greater than 24 hours prior to rental and follow the instructions indicated there https://enterprise.mx/reservation/view-modify-cancel, otherwise, request support through our Call Center.

If the reservation was made through another intermediary, we advise you to cancel it through the same channel.

How can I view and / or edit my reservation that I made through the web?
To view or edit your reservation that you made through the national website, enter in a period greater than 24 hours prior to renting the following link: https://enterprise.mx and select the option of 'My Reservation', otherwise, contact our Call Center.

To view or edit your reservation that you generated through the international website, enter the following link in a period greater than 24 hours prior to the rental and follow the instructions: https://enterprise.mx/reservation/view-modify-cancel , otherwise, contact our Call Center

If the reservation was made through another intermediary, we advise you to modify it through the same channel.

How much will they retain from my Credit Card?
At the time of opening the contract you will be asked for a credit card to make a pre-authorization that goes from $ 5,000 pesos in guarantee, the criteria that we take is variable so it will depend on the type of car, days of rent, charges at the end of the rent and the protections that you contracted.

What is the Base Rate?
The base rate is the cost of the rent without including taxes, protections and additional services.

What is the transfer charge?
All returning rentals in another city are subject to an additional charge, this is the Transfer or Drop-Off Charge.

The amount depends on the mileage between the location where the rental unit is taken and the location where the vehicle is returned. 

Where your offices are located?
If you are looking for a particular office, click on:
https://enterprise.mx/locations

What types of vehicles do you offer?

Our fleet is composed of the following categories:
https://enterprise.mx/our-car-fleet

Can I pick up the vehicle in one city and deliver it in another
It is possible, being subject to a transfer or drop off charge.

Can I use someone else's credit card to rent a car?
The Enterprise Rent-A-Car policy, says that the contract holder must provide his credit card.
It is very important that all additional drivers present their current license and an official identification.

Can I rent a car for hours?
Yes, it is possible to rent a unit for hours, considering that Enterprise Rent-A-Car Mexico calculates its daily rates based on a 24-hour rental period.

Can I drive the vehicle out of the state where I rented it?
It is possible, the only restriction is that the vehicle must circulate within the limits of the Mexican Republic; In case you need to exceed the northern border that limits with the United States of America, you must contact the office where you rented the car or call our Call Center from Mexico at 01-800-737 3722 to indicate the correct procedure.

If your route plans contemplate transfers to the D.F., and the car will be rented in a branch and / or federative entity other than D.F. and the State of Mexico; it will be necessary to take certain considerations to avoid traffic restrictions; For this, we thank you contact our reservation department or you can go to our office where you want to rent the car and with pleasure one of our representatives will advise you on what is going on.


Can I travel to the USA with the rented car?

Yes, please contact our Call Center from Mexico at 01-800-737-3722 and from USA 001-855-372-2639, mentioning that you are going to travel to the USA, the cost per day for the extension of protection for crossing the border into the US is $ 100 pesos plus taxes.

Applies only to rents in the cities of Tijuana, Mexicali, Monterrey and Hermosillo.

To process the protection extension to cross USA we ask you to call our Call Center with a minimum of 48 hours prior to the rent.


Can I travel with the rented car to the neighboring South countries?
Our fleet of rental vehicles is not allowed to enter the neighboring countries of the South.


What credit cards do you accept?
Our fleet of rental vehicles is not allowed to enter the neighboring countries of the South.


Can I pay in cash or debit card?
At the beginning of the rent, it is mandatory to present a credit card and at the end of the rent can be paid in cash or debit card. This is only possible in the cities of: Cabo San Lucas, Mexico City, Chihuahua, Culiacán, Guadalajara, Hermosillo, Irapuato, La Paz, León, Mazatlan, Mexicali, Monterrey, Puebla, Puerto Vallarta, Querétaro, Saltillo, San José del Cabo, San Luis Potosí, Tijuana,


Requirements

What is the age limit to rent a car?
The minimum age to rent a car with Enterprise Rent-A-Car Mexico is 25 years.
If you are between 21 and 24 years old and want to rent a car with us, you will have to pay a daily fee of $ 75 pesos plus taxes.


What documents do I need to rent a car?
In order to rent a vehicle with Enterprise Rent-A-Car Mexico, it is necessary to present an official ID (INE or Passport), valid driver's license and credit card of the person who will be the contract holder; all of them in original.


Do I must carry a Mexican driver's license?
It is a fundamental requirement that the contract holder present a valid driver's license regardless of their nationality.


What documents can be presented as official ID?
The official ID's accepted are the IINE ID and Passport, these must be valid.


Can another person drive the vechicle that i ranted?
In case the contract holder can not drive the vehicle or alternatively want a second driver on his rent, it is necessary to acquire the * Additional Driver service (with a daily charge of $ 75 pesos plus taxes). Said additional driver must present a valid driver's license.


The driver's license and credit card must be under the same name?

It is a fundamental requirement that the person who will be the contract holder present both the driver's license and the credit card and official identification under his name in order to acquire the service.


About Coverages

Which are the protection coverages?
At Enterprise Rent-A-Car, your safety is our priority, which is why we have the following coverages.https://enterprise.mx/protecciones


How much do the coverages cost?
In rents of the categories Economic, Compact, Medium, Standard, Pick Up and Large, the values of the protections are:
Mandatory Coverage $ 190.00 pesos / day 
Basic Coverage $ 390.00 pesos / day
Partial Coverage $ 450.00 pesos / day
Total Enterprise Protection $ 570.00 pesos / day

For rents in the categories Premium, SUV, Minivan, Van for 9 passengers, Van for 11 and 15 passengers and Jeep Wrangler, in all its modalities, the values of the protections are:
Mandatory Coverage $ 200.00 pesos / day
Basic Coverage $ 430.00 pesos / day

Partial Coverage $ 490.00 pesos / day
Total Enterprise Protection $ 630.00 pesos


It is necessary to pay for your coverages?
Remember that hiring an assistance service protects you against any unforeseen event that may arise during your trip.
The third party damages protection (TPL) is mandatory in all rentals without exception.


When do the benefits of the contracted protections not apply?
The protection does not cover negligence and is invalidated by driving under the influence of drugs and/or alcohol. Does not cover partial theft of the car or internal damage.



About Accesories

What are the accessories for rent?
We have the following accessories that will facilitate your trip: Baby seats and GPS (Subject to availability).


Late return

What happens if I do not return the car on the date or time designated in the contract?
Enterprise Rent-A-Car Mexico calculates your daily rates based on a rental period of 24 hours. In case of not returning the vehicle in time charges will be incurred for delays.


Sinisters

What should I do if I have an accident?
You must report any accident to the competent authorities to 066. Additionally, you must report to Enterprise Rent-A-Car in a period no longer than 24 hrs. after the accident to the telephone number of the branch where he rented the car. It is necessary to complete an accident format.

If you need assistance along the way, we ask you to contact the following numbers:


For rental cars in: Cabo San Lucas, Mexico City, Culiacán, Guadalajara, Hermosillo, Irapuato, La Paz, León, Mazatlan, Mexicali, Monterrey, Puerto Vallarta, Querétaro, Saltillo, San José del Cabo, San Luis Potosí, Tijuana , Toluca, communicate to:

Assistance in Mexico: 01-800-288-6700
Assistance in Mexico: 001-855-372-2639

For rented cars in: Cancun, Ciudad del Carmen, Chetumal, Mérida, Playa del Carmen, Tuxtla Gutiérrez, Veracruz and Villahermosa, contact:

Assistance in Mexico: 01-800-288-6700


What should I do if I have a flat tire?
We will provide assistance as long as you have contracted Enterprise Total Protection, being limited to a radius of coverage equivalent to the Metropolitan Area of the city where you have rented the unit; If you do not meet one of the two previous premises, you must change it by your own means.


What should I do if I left the keys inside the vehicle?
You must request assistance from Enterprise Rent-A-Car to receive the keys duplicate, this action will result in an extra cost to be assessed according to the distance and time the event occurs and assistance is required. If you choose to "open" the unit by your own means and it will be damaged and / or altered in its functional mechanisms of opening and / or igniting the car, it will be considered as negligence and you will be responsible for the total costs of repairing said damage to the unit.



What should I do if I lost the keys?
Report immediately to Enterprise Rent-A-Car (to the office where you rented the vehicle) and request duplicate keys. The lost keys will have a cost, this is estimated considering its unit value and adding the digital programming that many of them require depending on the type of vehicle.


Does Enterprise Rent-A-Car offers road assistance?
Yes, as long as you have contracted the coverage Total Enterprise Protection.


What should I do if the car ran out of gas?
Manage the supply of fuel by their own means; in fortuitous and exceptional cases and only if you have "Total Enterprise Protection" coverage you can be assisted on the way as long as you are within the metropolitan area of the city where you rented the unit, considering that the supply of fuel will be on your own at a unit cost per liter according to the tab of Enterprise Rent-A-Car (it is a higher price than the gas station).


Delivering the car

What should I do if I forgot something in the car?
Report it immediately to the office where you have returned the vehicle, however, we are NOT responsible (in any case) for forgotten objects in the cars regardless of the type or value of the item in question, the lease contract says so.