TL;DR
When renting a car, the most important things to look for are total cost transparency (not just the displayed price), the actual terms of the deductible and insurance contract, and the quality of service at pick-up — not just general reviews. A good company explains everything to you before you sign, not after. If something seems too cheap, there are almost always hidden costs you haven't considered.
After more than five years of watching daily car handovers at the airport, I’ve reached a simple conclusion: most dissatisfied customers didn't choose a bad car — they chose a company without truly knowing what they were signing. This guide exists so that doesn't happen to you.
1. Displayed price vs. real cost: the most frequent trap
The first lesson I learned in this field: the price per day means nothing without knowing the total cost.
There is a widespread practice in the industry — especially among online aggregators — of displaying very low rates, then adding at checkout: airport tax, young driver fee, credit card fee, service fee, fuel management fee, and sometimes a "booking processing" fee. I’ve seen situations where a displayed rate of 25 EUR/day reached 60 EUR/day after all the add-ons.
What to do specifically: Always ask for an "all-in price" before confirmation. Ask explicitly: "What additional fees exist besides the displayed rate?" A serious company answers directly. One that hesitates or redirects you to terms and conditions has something to hide.
Relevant industry entities you should know: daily rate, airport tax, one-way fee (if you return the car to another location), fuel policy (full-to-full vs. full-to-empty), mileage cap (the limit of included kilometers).
2. Deductible and insurance: where most money is lost
This is, by far, the most important chapter — and the most ignored.
The deductible (or "excess") represents the amount you pay out of pocket in case of damage before the company's insurance kicks in. It can vary between 200 EUR and 4,000 EUR, depending on the company and the car category. Many customers only discover this when returning the car with a scratch.
There are three common scenarios:
Scenario 1 — Standard deductible, no additional protection. You rent at the base price. If any damage occurs (including a minor scratch on the bumper), you pay the full deductible. The riskiest.
At Rent'n Go, we operate with probably the lowest deposit/deductible in the industry.
Scenario 2 — SCDW (Super Collision Damage Waiver). Companies offer additional insurance that reduces or eliminates the deductible for a daily cost. It may seem expensive, but for a mid-range car, if even minor damage occurs, you amortize the CDW cost from the first day.
3. Car condition at pick-up: the check-in process matters immensely
One of the most critical moments in a rental is the car inspection at pick-up. I’ve seen customers who quickly signed the handover sheet without checking the car, and who paid at return for scratches that already existed at some companies in Cluj-Napoca.
Basic rules:
- Photograph and film the car completely before leaving the parking lot, including the underbody (chassis), wheels, and roof.
- Ensure that all visible damage is marked on the damage sheet (état des lieux). If the agent doesn't want to mark a scratch "because it's small," insist or request a written annotation.
- Check the condition of the tires — pressure and wear. A serious company does not hand over a car with worn tires.
- Test the lights, air conditioning, and navigation system if included.
What I learned testing this: timestamped photos (visible time and date) are the best protection tool. Any subsequent dispute is resolved in minutes if you have clear evidence.
4. Fuel policy: full-to-full vs. full-to-empty
The fuel policy is another frequent source of unpleasant surprises.
Full-to-full means you pick up the car with a full tank and return it full. It is the fairest policy and it's recommended to actively look for it.
Full-to-empty means you pay for a full tank in advance and can return the car empty. It sounds convenient, but you pay for the fuel at the company's price — always higher than the pump price — and you don't recover the fuel remaining in the tank.
Pick-up-empty / return-empty is the riskiest option: you pay a "fuel preparation" fee and return the car empty. The company's margin on fuel can be 30-40% compared to the market price.
My advice: always opt for full-to-full and make sure there is a gas station near the return point.
5. Drop-off location and schedule: details that make the difference
Car rental companies operating at the airport are not all equal in terms of location and schedule.
Some companies have their office directly in the terminal (on-airport), others have a shuttle in the parking lot (off-airport). The difference matters especially when:
- You landed at night or early in the morning and the shuttle transport does not operate at that hour.
- You have an early morning flight and need to return the car at 4:00 AM — there are companies that do not have staff at that hour and charge fees for out-of-hours drop-off.
Check explicitly:
- The office schedule (not the call center's — the physical office's).
- The after-hours return procedure (if it exists and how it works).
- If there are fees for early or late return.
Field experience: I’ve seen customers returning cars at 6 AM and discovering that the office opens at 8 AM — and that they had to pay for an extra day. This information should be verified at the time of booking, not at the airport.
6. Reviews: how to read them correctly
Online reviews are useful, but they must be interpreted with discernment.
What to look for in reviews:
- Specific comments about the pick-up and return process — these reflect the actual experience.
- Negative reviews about additional costs — a repeated pattern is a clear signal.
- The company's response to negative reviews — a serious company responds constructively, not defensively.
What to ignore:
- Reviews that are too general ("great company, I recommend!") — they say nothing concrete.
- Isolated extremely negative reviews — they could be exceptions or subjective complaints.
- The average score without context — a company with 4.2 out of 500 reviews is more credible than one with 4.8 out of 12 reviews.
Relevant platforms: Google Reviews, Trustpilot, Booking.com (for companies listed there). Avoid relying exclusively on reviews from the company's own website.
7. Car category: less obvious than it seems
Car rental categories follow an international standardized classification (ACRISS Code), but there are important nuances:
- "Similar or equivalent" in contracts means you might receive a different car than the one in the picture if the company doesn't have the exact availability. It's important to check if the change is in the same category or higher.
At Rent'n Go, there is no OR SIMILAR. You receive exactly the car you reserve.
- Trunk capacity does not appear in the standard description, but it matters enormously for families or groups. Check the exact specifications of the model.
- Automatic vs. manual transmission — in Romania, the vast majority of fleets are manual. If you need an automatic, specify it explicitly and confirm availability before arrival.
- Electric and hybrid cars — increasingly common in fleets, but they come with additional considerations: range, charging network on the planned route, and potential fees for the travel charger.
8. The contract: what you read and what you sign
I know no one reads contracts in full, but there are a few critical clauses that deserve attention:
- Authorized geographical area — can you drive the car in other countries? Some contracts explicitly restrict certain destinations (e.g., Ukraine, Belarus, Moldova). Failure to comply with this clause invalidates the insurance.
- Number of authorized drivers — if you want someone else to drive, they must be included in the contract (an additional driver fee may exist).
- Penalty clauses for smoking or pets in the car — penalties can be significant.
- Damage reporting procedure — what do you do if damage occurs on the road? Do you have a 24/7 emergency number?
Conclusion: what separates a good company from a problematic one
After years of daily car handovers, I’ve reached a simple conclusion: transparency is the best filter.
A serious car rental company explains the deductible before you ask, shows you the contract without rushing, performs the car inspection with you — not for you — and has staff available when you need them.
At Rent'n Go, car handover at Cluj-Napoca Airport takes on average a few minutes, no queues, no surprises in the contract. Everything is explained face-to-face before signing — because our goal is not just to rent a car, but for you to leave with it worry-free.
Book now on the Official Website and discover what a stress-free rental process looks like.