Soleiro Rentals
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Don’t be fooled by initial kindness
Started well enough, but was placated by sweet talk and what appeared to be nice service until we had an issue with the key. I had taken the insurance but was not explained this didn’t cover tyres, cd player or the key, nor did they have a spare. For the time I was happy to cover the cost of a replacement key. I informed them the second day into my three day rental. The surcharge was just shy of 30,000 rupees (€600) for a lost key, which I said was extortionate. They agreed if I was able, they would allow me to get another key. I sourced this for 7000 rupees, saving me over €450 and also getting them there car back. They came the night before the 3 days would be up to collect, knowing I didn’t have the key. They said if I did not pay they would call the police and I would be arrested until sorted, with passport confiscated. Having young children with me I felt no other choice. The man who collected had sympathy and said that they would provide me with receipts and if cheaper they would refund me the difference. As they had no key (so they claimed) the car remained in the car park at the hotel (so I thought) with the key company coming to me the next day. I kept SOLEIRO aware the whole time with numerous updates throughout the day, with the locksmith updated too, they read the messages (sent on WhatsApp) with no reply. Their last communication with me was to confirm they were happy for me to source a lower cost key. When the key company arrived, I went to meet them at the car but it had gone. SOLEIRO had taken the car with a new key they claim, with no receipt provided. I was then left with a further 2050 rupee call out charge from the locksmith due to the lack of communication from SOLEIRO. They have not refunded, not kept their word or provided any form of customer care. After promising a call back, nothing has come. I will be taking further action. I was not able to respond to their reply below but it is not a full, honest or frank response and omits their lack of communication, acknowledgement about the key replacement or how they managed to recover the car without a spare immediately as noted on CCTV from The resort or from main dealer. No refund of difference either as their staff member promised nor call back.