I visited Loco Wheels earlier this week with a large group of family members while Palma was one of…read morethe ports on our cruise. Most had made online reservations. I had not. Two men were assisting customers. One, an older male (approx. 50s), handled our group. He confirmed everyone's reservations and then asked who had not booked online. I stated I had not, and he said it was not a problem and requested my driver's license, passport, and payment method.
I informed him I did not carry my passport. A family member riding as a passenger volunteered to provide their ID. He accepted this option, and I paid for the rental with my credit card.
My parents, both in their 60s, were also part of our group. After a brief tutorial outside by the second gentleman, my father determined the moped was unsafe for him and my mother. He explained his concerns to the original staff member, who was walking in at the time. The staff member waved his hand and said, "well, we're done. Goodbye." My father remained standing, and my mother guided him outside. I stepped in to ask about a refund for my parents due to the safety concern.
The staff member became defensive and attempted to justify the decision, suggesting my parents were in the wrong for prioritizing safety. I asked where in the provided paperwork the refund policy was listed. After some back and forth, he said they do not issue refunds but would "make an exception" and offer my mother $20. I advised her to decline, restating that this was a safety concern. He again offered $20 in cash. I informed him I would assist her with a chargeback upon our return to the U.S.
I proceeded with the tutorial, took the moped for two short spins to get a feel for the controls, as I had not ridden one in years. Within two minutes, the same staff member approached the group and asked loudly if someone else could drive my moped because I "wasn't getting it." Before anyone could respond, he began verbally explaining the controls while demonstrating with his hands. As a visual learner, I watched his hand movements. He told me to look at him while he spoke, stating I was being rude. I explained I needed to watch his hands. He acknowledged and continued.
Before departure, I heard my father say they would not return to the ship and would walk the city instead. I decided to stay with them. I walked back inside and informed the same staff member. He again stated there were no refunds and referred me to their website. I reminded him I had not made a reservation and had never seen the website. He stated he would no longer speak with me, as the reservation was not in my name. I pointed out the person who reserved was outside and could request the refund. He told me to leave the store.
I asked for proof that I had returned the moped, which he refused to provide. He came from behind the counter, walked within inches of my face, and told me to leave. I asked him to step back and informed him that if he continued to act aggressively, I would defend myself and that his cameras would serve as proof if the police arrived. As I turned to leave, I repeated my request for proof, and he again stated he "doesn't give that." I told him I would initiate a chargeback and let our banks determine the outcome. He accused me of "threatening him" for stating that.
His behavior during the interaction included comments about the rental being a "favor" since someone else had provided their ID on my behalf. I clarified that this was his decision at the time and no one asked for a favor. If that arrangement was not acceptable, he could have declined it up front.
Afterward, when the rest of my family returned the scooters, the same staff member made comments about me to them. One of them had to ask him to stop, as I was not present to respond. He also asked my brother-in-law to "please tell him not to leave a bad review."
Based on other reviews its possible this gentleman was having a bad day. Its clear he thought over our interaction for him to have asked my brother in law to ask me not to leave a review.
