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Frequently Asked Questions

1. Frequently Asked Questions
What are the requirements to rent a vehicle with Miles Car Rental and/or Viajemos.com?
  • Current driver’s license. 
  • Credit card under the name of the reservation holder (American Express, Discover, Visa, Diners Club or MasterCard). No cash or debit card payments will be accepted.
  • A deposit will be required as guarantee upon pick-up of the vehicle, and this will be blocked on your credit card. Said deposit will be released upon return of the vehicle.
  • Both the reservation holder and additional drivers must be older than 25. Any additional driver must comply with the same requirements as the main driver.
  • Collision Damage Waiver (CDW/LDW). The client may use his personal insurance or may obtain it at the counter for an additional cost.
Are all costs included in the amount provided on the site?

Once you have chosen the vehicle and any additional service you want to include, the details of the rate will specify the inclusions and all taxes and fees that is included in the quote. Miles Car Rental and/or Viajemos.com will only guarantee the reservation total as long as it is not modified at the counter.

Can I use my ATM or debit card to reserve a vehicle?

Miles Car Rental and/or Viajemos.com accepts payments by debit card with the Visa or MasterCard logo. We remind you that a credit card under the name of the reservation holder (Main Driver) will be required at the counter at time of pick up.

What is the amount of the deposit?

The amount of the deposit could be from US$200.00 up to 3 times the rental amount, depending on the rental company, vehicle category and itinerary.

What happens in cases involving drivers younger than 25? Can you apply some type of discount or avoid charges?

If you are younger than 25, you must pay a daily surcharge and make the payment directly at the counter.

What protection is offered in the rates provided by Miles Car Rental and/or Viajemos.com?

Miles Car Rental and/or Viajemos.com offers rates without coverage. Please note that when you pick-up the vehicle, you shall present additional personal coverage for the Rented Vehicle (CDW/LDW) or you can obtain it at the counter for an additional cost.

Is there any penalty if I decide to cancel my reservation?

Please be advised that a penalty of 10% will apply if you cancel your reservation or if you do not use the rental (No Show).

This penalty will also take effect in case the renter does not meet all rental requirements such as: 

  • Valid Driver’s License with expedition date for over a year and under the name of the reservation holder’s name (International Driver’s Permit where requested).
  • Credit Card under the reservation holder’s name with enough funds for the guarantee deposit.
  • Passport and Flight Tickets (Round-trip).
  • The renter must meet the age requirements in order to qualify for the rental.

Should you have any questions, please contact our Customer Service Department for assistance.

How do I arrive at the vehicle pick-up location?

The pick-up location details will be specified before and after completing the reservation.

How does the payment of tolls work, how much do they cost?

The reservation holder will be responsible for the payment of any corresponding toll, which can be paid in cash when crossing the toll or by requesting the activation of the rental company’s electronic toll system directly at the counter. This electronic system is subject to availability and can vary depending on the location, city and/or country where the rental is taking place.

Why is the daily rate amount in my final quote higher in comparison to the rate provided in the available inventory?

Please note that the amount provided in the front page of your quote search is a base amount corresponding to the auto rental. The final quote shall be higher, for the payable amount will include the corresponding taxes, fees and charges.

Is there any penalty if I decide to cancel my reservation?

Car Rental

Please be advised that a penalty of 10% will apply if you cancel your reservation or if you do not use the rental (No Show).

This penalty will also take effect in case the renter does not meet all rental requirements such as: 

  • Valid Driver’s License with expedition date for over a year and under the name of the reservation holder’s name (International Driver’s Permit where requested).
  • Credit Card under the reservation holder’s name with enough funds for the guarantee deposit.
  • Passport and Flight Tickets (Round-trip).
  • The renter must meet the age requirements in order to qualify for the rental.


Hotel Reservations

Viajemos.com will apply a penalty of 10% over the total value of the reservation in case it is canceled regardless of the reason. Please be advised that the hotel will also apply their cancellation policies for each one of the rooms reserved.

Should you have any questions, please contact our Customer Service Department for assistance.

2. Payment Methods
What Payment methods are accepted?

Miles Car Rental and/or Viajemos.com accepts the following forms of payment:

  • Credit card (Visa, American Express, MasterCard and/or Diners).
  • Debit card with the Visa or MasterCard logo.
  • PayPal
  • Installment billing with credit card.

Important: Please remember that a credit card under the name of the reservation holder will be required upon pick-up at the counter. If this requirement is not complied with, the rental will be denied.

Can I make the payment of my reservation with someone else’s credit card?

Through Miles Car Rental and/or Viajemos.com you pay for your reservation with the credit or debit card (Logo of Visa or MasterCard) of a relative or friend subject to his/her previous authorization. remember that a credit card under the name of the reservation holder will be required upon pick-up at the counter. If this requirement is not complied with, the rental will be denied.

Does Miles Car Rental and/or Viajemos.com accept payment for my reservation in the currency of my country of origin?

Please note that even when the site allows you to obtain a quote in your local currency, the entire transaction will be done in US Dollars and the amount displayed in the local currency is only an approximate amount, providing an estimate of your reservation cost. Miles Car Rental and/or Viajemos.com is not responsible for any differences generated by your financial entity due to exchange rate.

Can I use more than one credit card to pay for my reservation?

Miles Car Rental and/or Viajemos.com enables you to use more than one credit card to pay for your reservation. To obtain more information, please contact our Customer Service Department.

Do you accept my company’s credit card to rent a vehicle?

Miles Car Rental and/or Viajemos.com will accept the pre-payment of your reservation with your company credit card. remember that a credit card under the name of the reservation holder will be required upon pick-up at the counter. If this requirement is not complied with, the rental will be denied.

Can I use discount coupons towards my reservation?

Miles Car Rental and/or Viajemos.com includes a discount in each reservation processed through our websites, for this reason, additional coupons will not be accepted.

3. Other Frequent Questions
Does Miles Car Rental and/or Viajemos.com provide children safety seats?

We do not offer the option to add this service to the quote done in our website. However, some rental companies allow reserving this service once the reservation has been generated. If you wish to add this service to your reservation, please contact our Customer Service Department.

Does the final price include taxes and other rental charges?

Once you have chosen the itinerary, vehicle and any additional service, the rate details will specify the taxes (Fees, Charges and Surcharges) that are included in the quote.

Is the deposit a requirement to rent a vehicle?

A deposit will be required as guarantee at time of vehicle pick-up, and this will be blocked in your credit card. Said deposit will be released at the time of return of vehicle.

Why is there is still an amount blocked in my credit card if I have already returned the vehicle?

The deposit could take between 8-15 business days to be refunded to the corresponding account. This depends of the country of origin and financial entity that issues your credit card.

Is the LDW/CDW insurance (Loss Damage Waiver / Collision Damage Waiver) against accident, theft or collision included in the quoted rate?

The LDW/CDW insurance is not included in all our rates. You have the option of using your personal insurance or you may obtain coverage at the counter for an additional cost. You should note that if you use personal insurance, it must be under the name of the reservation holder.

Can I cancel or change my reservation on-line?

Our website gives you the option to cancel your reservation through the following link Cancel my Reservation. For modifications on your reservation, please contact our Customer Service Department.

Can I change my reservation during use?

Please note that once you have opened a rental contract, Miles Car Rental and/or Viajemos.com shall not have Please note that any change can generate additional charges in addition to the amount previously paid to Miles Car Rental and/or Viajemos.com and we will not be held responsible for these extras costs.

What is the rental fuel policy?

You will have two fuel payment options:

  • Option 1: First Fuel Tank: This option allows you to pay for the fuel tank in advance. You can add this benefit when you process your reservation through our portal (Subject to availability) or directly at the counter on the rental day. If you choose this option, you may return the vehicle without filling the tank. No money will be refunded for any unused fuel.
  • Option 2: Return with Full Tank or pay the rental company for fuel: This option allows you to return the vehicle with the full fuel tank or pay the rental company for fuel used, but not replaced, during the rental period by the fuel used. Please note that the price per gallon will be higher than the local fuel price.
What type of vehicles does Miles Car Rental and/or Viajemos.com offer?

To find the list of vehicle types on offer, please visit our website and choose the option “Vehicles”. It is important to note that we do not guarantee the vehicle type, rather, the category. That is to say, if our system indicates the vehicle type followed by the wording “Or Similar”, you may not get the vehicle mentioned in the confirmation, but rather, one in the same category. You may not be downgraded to a lower category. Should you have any problems at the counter, please contact our Customer Service Department as soon as possible.

Important: Miles Car Rental and/or Viajemos.com will only guarantee vehicle types without the wording “Or Similar”.

Who is the main driver?

The main driver is the reservation holder and will be solely responsible for the rented vehicle. The main driver must comply with all rental requirements to qualify for pick-up.

Can I rent a vehicle for more than 60 days?

Miles Car Rental and/or Viajemos.com approves rental periods not exceeding 62 days (It depends on the company that has done the rental). To obtain more information, please contact our Customer Service Department.

What is an additional driver?

An additional driver is a second person (Relative and/or friend) who will be present when the vehicle is picked up, who may drive the vehicle instead of the reservation holder. The additional driver must be registered in the rental contract and shall comply with the same requirements as the main driver.

Can I make One Way reservations?

Miles Car Rental and/or Viajemos.com offers affordable One-Way rates (Picked-up at a location and Dropped Off in another). The availability of this type of reservation is subject to location, type of vehicle and itinerary.

Can I rent the vehicle in a location and bring it back in another?

You may bring back the vehicle in a different location if our system offers the option, as the availability of this type of reservation depends on the rental company, location, type of vehicle and/or rental dates. You shall pay a surcharge to return the vehicle in another location. The amount of such surcharge shall be included in your final quote and shall be paid directly at the counter, unless the system allows you to generate the full payment of your reservation.

Is there any restriction to driving the rented vehicle to another state?

Most rental companies allow you to drive the vehicle in different States. In case you need to drive the vehicle outside the territory where it was reserved, we recommend you inform the location when you pick-up the vehicle.

What happens in toll violation cases?

If, for any reason, you commit a toll violation, a photo of the vehicle’s license plate will be taken by a security camera of the toll area and a notification of violation will be sent to the rental company. As a result, the costs of the violation will be charged to the credit card registered under the reservation holder’s name. These costs can take up to 30 days to appear on the user’s credit card. Please note that a management fee will be charged for each committed violation.

How can I pay for fines assessed to me during use of the rented vehicle?

You must pay violation fines within 30 days. The payment instructions can be found in the corresponding fine. If for some reason the fine is not paid within the following 30 days, penalties and interest can add to 200% of the initial amount. If the payment is not received within the allowed period, it will be sent to the vehicle owner (Rental company), and it will be charged to the credit card on the reservation record.

What is the procedure if I am involved in a traffic accident with the rented vehicle?

If you are involved in a traffic accident, you shall immediately contact the emergency line 911. Later on, you must report the incident at the location where the vehicle was picked-up. The number of the location can be found on the copy of the rental contract provided in the beginning of the rental.

What should I do if I forget something in the vehicle when I bring it back?

Miles Car Rental and/or Viajemos.com is not responsible for any belongings that are forgotten in the vehicle. These cases must be reported directly to the location where you picked-up the rental. The number of the location can be found in the copy of the rental contract provided at the beginning of the rental.

How can I cancel my reservation?

Our website gives you the option to cancel your reservation through the following link Cancel my Reservation.

4. Terms and Conditions
Can I remove the seats of a rented vehicle?

You may not remove any part of the vehicle, at any time.

Can I use the rented auto to tow another vehicle?

Towing is considered a violation of the rental contract and will not be allowed under any circumstance.

If I am the only registered driver, can anyone else drive the vehicle?

Only registered drivers can drive the rented vehicle. You have the option to include additional drivers to the rental contract at an additional cost, unless you have accepted the rate “All Inclusive” that includes the benefit of an additional driver. All additional drivers must be present at the counter on the initial rental day and comply with the same requirements as the main driver.

Can I bring back the vehicle to a different location than agreed in the rental contract?

You may not bring the vehicle back to a different location than agreed in the reservation and/or rental contract. In case you require the return of the vehicle in a location other than agreed, you must contact the location where the rental was initiated and inform them. Please note that this type of changes generate additional charges which must be paid directly at the counter. Miles Car Rental and/or Viajemos.com will not be held responsible for these types of charges.

What happens if I bring back the vehicle later than agreed?

Bringing back the vehicle after the agreed time will result in a change of rental rate. In most cases an additional day may be charged due to this type of delay. If you need to return the vehicle later than agreed, please notify the location where you picked up the vehicle. The number of the location can be found in the copy of the rental contract provided in the beginning of the rental.

What happens if the vehicle has mechanical problems?

Every reservation comes with basic 24/7 Roadside Assistance provided by your respective rental company. However, Roadside Assistance service can be obtained at an additional daily cost provided at the counter. Please note that all phone numbers you may require will be provided when you pick-up the rental vehicle.

What is the clause relative to driving the vehicle in unconventional roads?

All rented vehicles must be driven in conventional roads in good conditions. Driving in unconventional roads will be considered a violation of the rental contract and will cancel any coverage due to improper use of vehicle.

What is considered a weekly rate?

A weekly rate is generated after 4 days of rental in a given reservation. In case of change of reservation and removal of rental days, the rate could be changed and it could be much costlier, as a daily rate would then be applied.

Will my personal information be shared with other companies?

Your information will not be shared by Miles Car Rental and/or Viajemos.com with any other company without your consent.