I highly recommend you avoid this company and either go directly to the car rental company or use another middle man. I had a problem at the car rental place, which I genuinely believe was caused by carrentals.com not providing me all the information I needed. The customer support guy (Marwan) was sympathetic and agreed with me but all he could do was direct me to an email address to raise a complaint. I sent my complaint email but was quickly brushed off by another representative stating the information was in the T&C's. I replied pointing out that the information was not in the T&C's, the rental voucher or any email correspondence. I was then ignored.