Frequently Asked Questions
Part of our fleet remains active, there may be restrictions in some areas affected by the coronavirus, even so, you can make your reservations online.
*To minimize the transmission of viruses in our offices we use face masks and require clients to use them.
*We increased the frequency of cleaning the furniture and contact areas.
*We limit the number of people in the office (limited capacity)
In our vehicles:
Exterior cleaning: we wash the exterior of the vehicle
- remove trash and lost items
- vacuum the interior area of the front seat
- vacuum back seats
- window interior cleaning
- Steering wheel cleaning
- Cleaning of the dashboard, handles, radio dials, cup holders, center consoles, and door handles (interior and exterior).
Information and recommendations at http://safetourism.illesbalears.travel/en
REGARDING A BOOKING
1. How much does rent a vehicle cost?
Among others, it depends on the date of the year, how far in advance you rent the car, or the duration of the rental. Please note that prices may vary throughout the day and therefore the offer is not guaranteed. As a general rule, the longer you rent and the farther in advance, the more you save.
2. How can I get a quote for a car rental?
You can do it through falcorent.com by selecting the desired office, the dates and the type of vehicle, extras, and completing your contact information. Or using the personalized budget form. You can also contact our reservation center from Monday to Friday from 09:00 to 12:30 and from 17:00 to 20:00 at +34 673 22 91 13, and on Saturdays and Sundays from 10:00 to 12:30.
3. Can I choose the brand or model of my car?
You will be able to choose the vehicle category which guarantees certain characteristics (ex: standard, 5 seats, 3 doors) but in each category, there are various models and we are NOT able to guarantee you will receive a determined model. If we have the model available on your pick-up date we will be happy to give it to you. If the requested category is not available, we will give you a superior category at no extra charge. Model, fuel, and car color will depend on the cars available in our office on the pick-up date.
4. Do I need a credit card to make my booking?
You can book your car without giving your credit card details but when you receive your car you must pay with a credit card in the name of one of the drivers on the rental agreement. And in case of making a reservation with a % deposit, you will need a credit card.
5. How can I cancel my reservation?
In the section MY BOOKING enter the information required and you will be able to cancel, include or amend your flight number or add an extra. For all other amendments please send us an email through the section CONTACT US. Remember to indicate your booking number and the amendment you wish to make.
6. I have not received confirmation, what should I do?
As soon as you finalize your booking you will receive a confirmation voucher from us with your reference number. Also, you will receive the voucher at the given email address.
If you do not receive our email, first of all check that your email address is correctly written. If it is, it may be that it has been blocked by the Anti-SPAM filter so we advise you to check your “Unwanted mail” and make sure any emails from firstname.lastname@example.org are not blocked and able to enter into your “Inbox”. If this is not the case send us an email or call us on +34 607334444 as soon as possible and we will send it to you.
7. How can I include an extra in my reservation (e.g. baby seat)?
If you need to include a baby seat or booster, go to booking enter the information asked and you will be able to add an extra.
REGARDING PICK-UP OF VEHICULE
8. Can you deliver/pick up the car to/from my Airport?
Yes, the price of this service is 30€ each way and it is available for rentals longer than 5 days. Upon arrival, you must go to Parking Building third floor.
9. Can I pick up/return my vehicle outside of opening hours?
You can consult if this service is available, both when making the booking online and when making the reservation by phone with our rentals. Pick-up outside of hours has an additional cost.
10. Which documents do I need to receive my car?
Please bring your passport or ID card, driver’s license, and credit card. If there are additional drivers, passport or ID card, and driver’s license.
11. What happens if my flight arrives late at night or is delayed?
We will be waiting for you. For bookings between 21:00 – 08:00hs, there is an extra “out of hours” charge of 30€. For arrivals after 21:00hs please call +34 607 33 44 44 .
12. Do I have to install accessories such as baby seats?
We ask for clients to install any extras (e.g. baby seats) as required by our insurance company. In the case of any problems resulting from the incorrect installation of these accessories, the insurance company will not be held responsible.
13. Can you deliver/pick up the car to/from my hotel?
This service is free for bookings for 15 days or more. You must specify your hotel name at the moment you make the booking or it will be impossible for us to deliver the car. This service is not available for 1-2 days rentals.
14. What is your fuel policy?
RETURN THE SAME. If you return the car with a higher percentage of gasoline, No money refunds will be made for fuel.
15. What is ‘Pay later?
Pay later reservation does not require full payment until the rental commences and can be amended without a charge.
16. What is ‘Pay online?
Payment by credit card at the time of booking. This rate does not allow a refund of the number of days or extras not used. All cards mentioned above are accepted.
17. Can I be guaranteed a price after a quote has been given?
No, because our quotes/rates/prices vary throughout the day, depending on the availability of our fleet.
18. How often do the rates change?
rates can change at any time and/or date, depending upon vehicle availability.
19. Can the price of my rental change after my reservation booking has been confirmed?
No, once you have confirmed your reservation booking, the price will not change unless the booking es amended.
20. Can I pay in cash or with a debit card?
We ask payment to be made with Credit Card in the name of the driver on the Rental Agreement.
21. Can payment be made by a credit card holder who is not the driver?
No. You may pay with a credit card holder who is not named on the reservation as long as they appear as a driver on the Rental Agreement, this way complying with all requirements. You may indicate any additional driver when picking up the vehicle.
22. When is the rental paid?
Payment of the total rental is made at the counter when picking up the rental car. As a guarantee, a deposit will be retained and will be returned after the vehicle has been returned. When paying by credit card, the deposit amount will only be blocked on your card.
23. How much is the deposit to pay?
regardless of the type of payment used, the required deposit will be:
- economy cars 150,00€
- convertibles car 200,00€
CLAIMS AND CAR DAMAGES
24. What type of insurance is included in the price?
If you book through our web page the price includes the rental and CDW insurance (third party obligatory) and SCDW. SCDW is a type of insurance that covers damages but remember this is not “full-risk” insurance and there are some exclusions:
Lost or stolen keys
Damage caused to the underside or roof of the vehicle/convertible
Damage caused to the axle or wheel rim
Towing service costs if at fault
Damage caused to radio
Filling up with the wrong type of fuel
Damage caused to windscreen or window
Damage caused to locks
Damage caused to upholstery or extreme dirtiness
Damage to tires or punctures
Theft or loss of any car parts
Wrong use of the clutch
Damage caused by reckless/negligent driving or serious or very serious infringement
Damage caused under the influence of alcohol or drugs
Failure to comply with contract conditions (e.g. not stated in the accident report that is supplied with our rental agreement).
Even though we will not ask for an excess deposit, please keep in mind there are a few exceptions that are not included and you will be charged for this possible damage:
25. Can I purchase additional insurance which covers excluded items?
Yes. If you wish, you may purchase one of our optional types of insurance when making your reservation or upon collection of your vehicle. SEE INSURANCE
26. Does the vehicle have damage not indicated at the time of contracting?
According to our Terms and Conditions, the client is responsible for checking the vehicle before starting the rental. If any damage is detected, please go to our office to report or do it through our website, from our CONTACT section.
27. What to do in case of new damage during the rental?
You can register new damage through email@example.com, and we always recommend that you attach photos of the damage for later assessment. Our rentals in the return office as well as our mechanics will review it at the end of the rental. Remember to present a friendly part or police report when returning the vehicle in case the damage involves other vehicles. You can contact 607334444 if a change or repair of the vehicle is necessary.
28. How can I find out the type of fuel in my rental car?
Normally, that information is found on the key of your rental car. However, if this is not the case for your rental vehicle, please call 607334444 before refueling. If you believe you have fueled the vehicle incorrectly, do not drive the vehicle as this is likely to cause further damage, creating a higher cost of rectification. It is essential that we be informed of the number we have previously shared. Please note that improper refueling of our vehicles is excluded from your liability waiver for damages, and you will be charged the full amount of the repair.
GENERAL RENTAL INFORMATION
29. What is and is not included in the booked price?
If you book through our web page, the price includes rental, CDW, and SCDW insurance (see question nº 22: What is NOT covered by the insurance included in the price?) VAT and unlimited mileage. Not included: fuel, fines, or towing service in case of an accident when the driver is at fault
30. Are there age restrictions for renting a car?
For economy categories, the minimum age is 23 and a valid 1-year driver’s license is required. For all other categories, the minimum age is 25 and a valid 2-year driver’s license is required. The maximum age permitted is 70.
31. Can I return the car to a different office where I received it?
Yes, the cost of this service is 35€. Free for rentals 6 or more days.
32. Can I take the car off the islands?
No, you are not allowed, not even within islands as you are not covered by our insurance.
33. Who can drive the car?
Only those who have been added as drivers on the signed rental agreement as main or additional drivers.
34. How do the 1-grace hours work?
The grace margin does NOT mean you can drop off your vehicle one hour after you said you were going to return it when you booked the rental. This one-hour grace margin has to do with the daily rate of your rental, as well as the grace time you get when you choose your return time in the booking checkout process before you get charged an extra rental day.
Nonetheless, this grace margin only applies to the very moment when you book the vehicle, which is the very moment when you decide the drop-off time. Once you have determined the drop-off time, you will have to return the vehicle before your rental agreement expires; otherwise, you will incur a breach of contract.
The customer is charged originally for one rental day. Since the customer ends up returning the vehicles later than stated in the rental agreement, he/she is charged a late return fee; although he/she is not charged for an extra rental day since the actual drop-off time is within the one-grace hour. Please note that at this time the customer has illegally driven the vehicle since the rental agreement expired. This situation in itself can cause legal problems for the client since he/she is driving without any insurance or coverage. Therefore, this is a question of legality more than our company trying to make things difficult.
35. How can the contract be extended?
The client must call the office and ask if the contract can be extended. If the vehicle is available, the client must go through our office and pay the remaining amount for the extension period.
The vehicles must be returned at the time indicated in the contract. In the case of delay in the return of the vehicle, the amount corresponding to the extended period will be charged (10€ every delay hour).
The early return of the vehicle does not generate any refund.
36. What additional expenses can I have?
Fines: All fines will be borne by the driver. The client will receive them at his home. Charge for management of fines 40 euros. The invoiced amount is an administrative charge for the management of a fine. The administrative charge is independent of the amount of the fine.
If you park in the payment zone (blue zone) it is very important to put the ticket in a visible area of the vehicle.
Fines for exceeding the permitted speed and fines for not paying in paid parking areas are very frequent. In the center of Palma, some streets are prohibited from entering and circulation is restricted to residents.
Cleaning: in the case of extreme dirt (food remains, sand, wet or damp upholstery, stains on upholstery, etc) or that requires special cleaning (smoke odor, difficult stains on the upholstery), a charge of €35 up to €250 is made.
37. Can I smoke in a rental vehicle?
Smoking is strictly prohibited in all our vehicles. We charge a special cleaning fee if the returned vehicle requires special cleaning to remove any signs of smoking inside the vehicle.
38. Can I take my pet in a rental vehicle?
Pets are allowed in our rental vehicles. Customers must return the car clean and free of pet hair to avoid extra cleaning charges.
LOST AND FOUND POLICY
39. What is the policy of Falcò rent with regards to the lost and found objects?
Falcò rent is not responsible for the loss of or damage to any personal belongings left inside the vehicle during or after the rental period. The contract holder is solely responsible for this property. We recommend that you contact the police.
40. What should I do if I have left behind a personal item?
In the event a customer claims to have left an item behind in our vehicles, he/she must send us an e-mail at firstname.lastname@example.org. Please, do take into account that you need to include an item description, rental agreement number, and rental dates.
41. How can I get my item back?
There are three different options to get your item back:
You may go back to the office to get the item back, you can send another person (family member, friend, etc) to get the item back or you can organize the item shipment through a courier.
The conditions on this page are provided for illustrative purposes and do not have to correspond to the conditions currently in force. For this reason, always check the current conditions in our Terms and Conditions
Save the environment.
Reduces your carbon footprint.
Save your money.
Simple tips to be responsible with the environment on trips:
● Choose hotels or houses run by local families, to soak up the local culture and heritage. Or you can choose to use rural accommodation, committed to the environment.
● Buy reusable water bottles. It will help the environment by avoiding the purchase of plastic water bottles. And you will save money!
● Visit local markets where you vacation and talk to local farmers about what is grown there. Choose to consume locally grown seasonal foods.
● Respect the cultural heritage and protected areas of the destinations you visit. Remember not to be invasive with the environment and collect all your waste before leaving the place, to keep the space clean and reduce fire risks.
● Turn off lights and air conditioning when you leave your hotel room or holiday home.
● Reuse towels.
● Take shorter showers.
● Drive smoothly and avoid sudden starts and stops, it is preferable to maintain a uniform and relatively low speed. Limit air conditioning to a minimum to reduce fuel consumption and make stops to eat at local restaurants or in the countryside.