Great price for a great car, but watch out for out of hours service!
We got a great car at a great price. Pick up / drop off location at Faro airport was excellent. Drop off staff (Christiano) was efficient and friendly. Very happy with all that - would have given 5* but had to reduce due to our out of hours pickup experience.
Unfortunately they were let down massively by an unbelievably rude member of staff called Nuno when we collected the car after hours. I had booked to pick up after hours months in advance, and had phoned them to remind them on the day that I would be collecting out of hours. Unfortunately our flight was delayed by 1.5hrs - but again I phoned to tell them I’d be collecting the car later, they were happy. Unfortunately when we landed I had 7 missed calls, an aggressive text and answer machine message from Nuno repeatedly asking where I was and saying he’d had to wait for 2.5hrs. When I got to the collection point he continued to be rude, even when I explained to him that I’d spoken to the company twice that day to say I’d be late. It really spoiled the start of the holiday. Hopefully he can be trained / an improved process put in place.
Reply from YOR Car Hire
Dear Chris,
Thank you so much for taking the time to leave your feedback.
We're really pleased to hear that you were happy with the car, the price, and the service provided at Faro Airport — especially your positive experience with Cristiano. It means a lot to us to know that part of your journey went smoothly.
That said, we're truly sorry for the negative experience you had during the out-of-hours pickup. We completely understand how frustrating and disappointing this must have been, especially after a delayed flight. While we do our best to ensure a smooth service at all times, it's clear that in this case we fell short. We will be looking into the situation internally and addressing the matter with the staff involved to prevent this from happening again.
We genuinely appreciate your honest review — it helps us to improve. Should you decide to book with us again, we’d be glad to provide you with a better and more seamless experience from start to finish.
Warm regards,
Eva
Yes Car Hire Team
