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FAQS - Venezuela

Are there charges for additional drivers?

There is no additional charge if the driver is family of the client. Who must present their valid ID / passport and drivers license.

How to rent a car in Venezuela?

Is very simple, enter to www.acorentacar.com and follow the steps indicated in the RESERVATIONS section:

STEP 1:
a) Select your COUNTRY OF RESIDENCE. b) If you are a FREQUENT CUSTOMER or VIP, enter your code. In the opposite case, skip this step. c) Select the PICKUP LOCATION. d) Select the PICKUP DATE and PICKUP HOUR. e) Select the DROP OFF DATE and DROP OFF HOUR. f) Press CONTINUE button.

STEP 2: SELECT A VEHICLE. There you can choose the vehicle of your preference in the available vehicle list. Press SELECT button.

STEP 2: OPTION AND SERVICES section where shows you the detail of your selection: vehicle selected, dates and hour of pickup and drop off, rate breakdown and extras catalog. If you want to add any extra to your booking, you only need to select the checkbox besides to the desired extra and automatically will be added to you rate breakdown. Press CONTINUE button.

STEP 3: RENTER INFORMATION section. In that section is necessary to complete all fields with your personal information as well as your flight information (if it applies). So it, you will be access to prepay module where you can prepay your booking with a special discount. Check the checkboxes of rental policies and terms and conditions (we recommend to read this before checking) and press END button.

Later it shows you the reservation summary where you can see marked in red your booking number. So it immediately the system sends to you a copy of this summary to the email address indicated by you in the INFORMATION CUSTOMER section.
At the moment to drop off the vehicle in our facilities, please show in the counter the reservation summary or indicates to the shift the booking number with your ID.

If Pick-Up date is the same day or less than 48 hours, you should phone our reservations staff by 0800 ACO RENT (0800-7368226). Or reach us at any of our locations .

What documents are required at time of renting a vehicle?

You must show the following documents:

- Venezuelans:
Valid ID, Driving License and Credit Card.

-Foreigners:
Passport, Driving License of the country of origin and Credit Card.

What is the minimum age for renting a vehicle?

The minimum age required at time of renting a vehicle is 25 years old, however, the person whose ages are between 21 to 24 years old can rent a car but some coditions will be applied:
a)An additional deposit, refundable, for Loss damage waiver (LDW).
b)If your reservation falls in a peak season, You must pre-pay the total amount of the reservation.

How many days in advance should I make my reservation?

To guarantee your vehicle, it is recommended that in regular season you make the reservation at least two (2) days in advance. In a peak season it should be done with at least 15 days in advance.

Do I need to leave a deposit on my reservation?

Only if your reservation falls in a peak season, a deposit of 30% of the total amount of your reservation might be required to confirm your car.

Can I cancel my reservation?

Yes you can do it. Enter to www.acorentacar.com and press the VIEW/MODIFY/PREPAY/CANCEL tab, and enter your reservation number and your lastname.
Then, it shows to you the reservation summary and in the top right corner you will see the CANCEL button, press it and follow the instructions.
If your reservation was prepaid, ACO RENT A CAR will return 90% of deposit received. To obtain the refund you should contact any of our offices.

What is the amount of deposit when renting a car?

This amount depends on the class of vehicle: Economic and Compact: Bs.F 7,000 (Venezuelan currency reference amount).

SUV, Truck and Pickup: Bs.F 20,000 (Venezuelan currency reference amount)

How long does it take to be unlocked the amount of deposit in my credit card?

Once the rental agreemet is closed, the operator shall arrange for the refund of the amount initially locked. It takes 48 hours or after the closing date of the card, depending on the emitter bank.

Will I be charged per mile?

All our rates are unlimited mileage.

If I do a booking in a website or portal different to www.acorentacar.com, can I modify, cancel or prepay it?

Yes you can do it. Enter to www.acorentacar.com and press the VIEW/MODIFY/PREPAY/CANCEL tab, enter your reservation number and your lastname. Then, it shows to you the reservation summary and in the top right corner you will see the CANCEL, MODIFY or PREPAY button, press one of these and follow the instructions.
In case of your requirement that you desire not been processed, please feel free to contact us through our communication channels open for your comfort: toll free phone number 0800-7368226, email: reservas@acorentacar.com, Twitter: @acorentacar or in our live chat.

A car rented at Margarita branch can be delivered in any other offices?

No, they should be delivered in the same branch, as they can only move within the limits of the island.

Can I drive the vehicle in border areas?

You cannot do it. Driving is limited to the territory of the Bolivarian Republic Of Venezuela except the high risk border areas. In case of the customer decide to move to border areas with Colombia, Brazil or Guyana, shall notify in advance and remain at the discretion of the company.

What is the coverage of the Loss Damage Waiver (LDW) ?

The loss damage waiver without deductible that you acquires with your booking covers 100% for vehicle loss or damage, as well as loss for theft, burglary or robbery, provided that the conditions to this facts happens will not direct or indirect consequence for customer misuse or negligence (see terms and conditions ).

How many additional drivers can I add in my reservation?

You can add until 2 additional drivers, who must present valid identity card or passport and drivers license. Charges apply for each of them.

What should I do in case of Theft?

In case of theft, loss or malfunction of the vehicle must:

* Give immediate notice to the nearest office of ACO RENT A CAR (to solve the problem either to change or repair the unit the same depending on the case).

* In case of theft of the vehicle should contact the nearest police station to make the complaint.

* Wait for the traffic report on impact and submit it to the nearest office RENT A CAR ACO (to solve the problem with either unit exchange or repair the same depending on the case).

Si ocurre un siniestro fuera de horarios laborales, ¿Cómo debo proceder?

Si este percance ocurre, deberá trasladar el vehículo hacia un lugar seguro. En caso de ser necesario requerir los servicios de una grúa, ACO Rent A Car le reconocerá el importe de la factura siempre y cuando la misma esté a nombre de: Aco Alquiler, S.A. RIF J-00142886-0
Posteriormente a primera hora de la mañana deberá comunicarse al número 0800-RENTACO (0800-7368226) para reportar el siniestro y darle las indicaciones pertinentes en caso de ser necesario un cambio de vehículo.
En caso de que el siniestro sea de baja magnitud, por ejemplo inconvenientes con: llantas (cauchos o ruedas), frenos, cristales, luces, entre otros, le sugerimos subsanar el siniestro y posteriormente se le reconocerá siempre y cuando la factura esté a nombre de: Aco Alquiler, S.A. RIF J-00142886-0

¿ACO RENT A CAR works 24 hours? / What is the business hours?

No we do not work 24 hours.
In the LOCATIONS tab in our website, you will find out the business hours of all our counters.

My reservation are guaranteed, without having paid yet?

Yes. In ACO Rent A Car we respect all bookings did by our customers.
If your reservation is for a peak season and you have not prepaid, our staff will contact you to request prepayment.

Can I pay my reservation after did it?

Yes you can do it. Enter to www.acorentacar.com and press the VIEW/MODIFY/PREPAY/CANCEL tab, and enter your reservation number and your lastname.
Then, it shows to you the reservation summary and in the top right corner you will see the PREPAY button, press it and follow the instructions.

Can I modify an upcoming reservation?

Yes you can do it. Enter to www.acorentacar.com and press the VIEW/MODIFY/PREPAY/CANCEL tab, and enter your reservation number and your lastname.
Then, it shows to you the reservation summary and in the top right corner you will see the MODIFY button, press it and follow the instructions.

ACO Rent A Car offers road assistance?

Yes. If you need assistance you can call to our service central 0800-7368226 or to the phone of each one of our Locations and one of our operators will be willing to assist you.





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