PROS: -Front desk agents speaks english fluently. Very helpful for non-locals. -Very "last minute booking/walk-in" friendly. (If it's your fault for being unprepared, do not expect above and beyond service) CONS: -Lots of waiting! from front desk to pick-up (Plan your visit accordingly and make some wiggle room if you have a flight to catch) -Drop off instructions was not specified/stated by the agent or on the paperwork (Ask! If you forgot, Call their number and wait past the hold music.. it will give you a callback option) -Website is not very informative. *Tips -Take note of all the exterior and interior dings upon pick up. (Video and Pictures) -Third party bookings responsibility stops once you pay. If you have questions/need assistance, Call Routes directly. All in all, Routes Car rental provided an affordable rental option for my trip. The car they provided met my needs and will be my option for any last minute/unplanned scenarios. read more

The most terrible company They tricked me by changing the name 2 hrs wait for cars Run Edit 4 hrs wait They hire teenagers who are fooling around read more

This has been the worst car rental experience ever! We had a 12:30 reservation which we got here about 11:45. There was a long list of people waiting already! They took our name and put it on a list and told us the wait would be 1 hour and 20 minutes. We've now been sitting here for over 2 hours! The place keeps getting more crowded with people waiting for their car pick up. This is ridiculous and I'm beyond pissed to be spending all this time here during what should be a great summer trip! Will never ever come back here Staff at the front desk lacked customer service. He was too busy singing to bad bunny to worry about being polite. He was rude to my friend who couldn't hear him over the loud music and he seemed to be annoyed when she asked him to repeat himself. Update: we finally got our dirty car 3 hours later. They had no time to clean this car. They gave us a car with no gas, the glove compartment handles was broken.. scratched all over and the backseat was filly! there was no way we were going to wait to get another car after being there so long so we took the car and left. read more

Routes - Car Rental Near Me - Carolina, Puerto Rico

Do yourself a favor and never rent from this location. From start to finish, the experience was terrible. While we were waiting for our rental, the staff member helping us openly mocked another customer in Spanish who had just left, calling him names and even saying he'd cancel his reservation. He was rude to us as well, rushing through the process but then stopping to chat with coworkers. When we finally saw the car, it was so dirty we refused to take it. Back inside, things only got worse. The woman who "helped" us gave us some paperwork, set it on the desk, and then turned her back on us. After waiting about a minute, I asked if we were done, and without even looking at us she just said, "yes." This was hands-down the worst customer service I've ever experienced at a rental company. Save yourself the headache and rent anywhere else. read more

I've never experienced such a major delayed just to wait to check in. The price was what got me but it's not worth the wait!! 2 hours just to check in and sign papers! A huge line outside the building!! Kids crying! Only one person at counter!! Then someone else came to help but notice how two of his friends came In to rent a car and they weren't on the line!! Now that's upsetting. The gent of the counter had taken care of them and they were out and about. We all noticed it!! No apologies no explanations. To everyone please this place is the Worse!! Beware they are lazy and they do not acknowledge or value their customers!! Go spend your $ elsewhere read more

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4 hour wait, 100+ people waiting. The worst car rental in the world! If you think your car is waiting for you to pick it up, think again You sigh your name on the notepad, and prepare to wait indefinitely. The clerk does not tell you how long the wait would be, Each and every person there was upset and complaining. Never again!! read more

Routes - Loooong wait, a ton of people, no timelines. - Car Rental Near Me - Carolina, Puerto Rico

This will be the same as all the other reviews, but when we arrived in the lobby, I asked someone who was not waiting on line how long he had been there and he said an hour and a half. The customers had to wait on line and when they get to the front, they have put their name and number on a sign up sheet, and then they would call you off the sheet. There were a dozen people on line waiting to sign, and at least twice that many people sitting in the lobby waiting to be called. Everyone was getting g annoyed and someone commented that they hadn't seen anyone leave with a car in an hour. We left and were able to get a car at Thrifty . This company should not be in business and apps like Priceline and Booking should not be doing business with Routes. read more

I got 3 words: Don't do it! Don't fall for the cheaper price. There is a major disconnect between the counter and the people going to get the cars.. we reserved a car online days ahead of time... They did not have the car and furthermore there was a line of people that had been waiting at least 2 hours for their car rental. I understand PR adheres to a slower pace but this was ridiculous. No matter how much cheaper this is I would definitely recommend if you're flying in from the airport just get a car at the rental place at the airport, don't even fool with this. I'm not even exaggerating. Routes 2-4 HOURS TO GET A CAR brought to you. Hertz 3 minutes at the counter, walk to your car (15 minute tops) and your on with your life! read more

Routes - The confusion inside. - Car Rental Near Me - Carolina, Puerto Rico

Worst experience ever. Wait times were outrageous. After a long day of flying and travel with 2 small children, my pregnant ass wanted to die. The staff did not care to help us in a timely manner. They were not even busy and it took 2 hours. We had to remind someone to get out car after finally waiting outside to receive it. We got it with less than half a tank and when we turned on the air conditioner it freaked of rotting eggs which is probably terrible to inhale while pregnant. Oh and the car randomly died when we had to drive the 2 and a half hours to airport. We called routes and they gave us a number to roadside assistance not taking any responsibility for the problem they created and we will likely miss our flight. I am livid. This trip was expensive and this is the worst company I have ever dealt with. I would give a negative star if allowed. read more

They do not answer the phone. Website is always down. You'll get a car with little gas and roaches. I e given them a couple of opportunities and I'll never rent from here again. Save yourself a migraine and just rent at the airport. read more

The ladies in front had been there for over 5+ hours. Everyone was so frustrated, kids crying etc.. we waited an 1+ hours before we just took an Uber instead & him as a local told us those people were going to wait in line until the morning when they open back up again. While they stayed hopeful, he said that place is known to trick people. I don't understand though, why the 5-6 employees weren't doing anything but stand around, are they trying to attract customers, tourism or not? They should close & be an honest business & stop treating customers like they don't matter. PR has so much to view & culture to offer but to arrive to this as a welcome was not plant at all. read more

Routes - The outside of the never ending waiting area - Car Rental Near Me - Carolina, Puerto Rico

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On Friday, January 9, 2026, I arrived at San Juan Airport and contacted Routes Car Rental to request the shuttle for pick-up. My group and I waited patiently for approximately 30 minutes under the sun before the shuttle finally arrived. When the shuttle arrived, the driver did not exit the vehicle. One member of our group approached the van to confirm it was the correct shuttle. The driver, later identified as Laboy, refused to confirm and instead demanded to see our itinerary. I then approached the passenger window and showed him my reservation on my phone. He briefly looked at it and said (in Spanish), "Yes, it's you, but you need to give me a minute because I've been running back and forth." While I understood delays happen, I calmly explained that we had already been waiting for a long time. A few minutes later, when I went to place my luggage in the back, the driver immediately became aggressive and confrontational, telling me to "calm down" and stating he was the only one working and needed a break. At no point was I aggressive or disrespectful, yet he continued speaking loudly, clapping his hands, and accusing me of having an aggressive tone--while he himself was escalating the situation. Upon arrival at the rental facility, I requested to speak with a manager. I spoke with Victor (if I recall correctly), who handled the situation professionally, apologized, and shook my hand. When he asked the staff who the driver was and they responded "Laboy," their reaction strongly suggested this behavior was not an isolated incident. I also informed the manager that the shuttle driver is the first point of contact for customers and that proper customer service training is essential. As a courtesy, my vehicle was upgraded, which I appreciated. The front-desk staff were polite and professional. Unfortunately, the issues continued during return on Monday, January 12, 2026, at 3:00 AM. After dropping off the car, I was told the shuttle would arrive shortly. Over 30 minutes passed, and multiple customers gathered waiting. When I asked the counter staff, they were surprised the driver hadn't arrived and radioed him. Eventually, the shuttle backed into the lot--and once again, it was Laboy. As customers approached, he yelled that we could not board and would have to wait for the next shuttle because he was tired and had been working all night. Confused, I went back inside. The counter staff again appeared unaware of this and could not provide an ETA for another shuttle. Outside, Laboy became involved in a heated argument with another customer, yelling, clapping his hands, and speaking in a highly disrespectful manner. Multiple customers intervened to de-escalate the situation. Several employees witnessed this interaction, yet no one intervened, and when we asked for a manager, one employee stated there was none available and dismissed the group--again, unprofessionally. At that point, I had no choice but to request a Lyft, paying out of pocket for a service Routes advertises but failed to provide due to unprofessional conduct. read more

DO NOT GO HERE. Negative one star. Holy moly. We got there at 3pm, with a reservation for a car for 6 people. Apparently reservation means "we're going to add you to a 30 person wait list." People were literally clapping when someone's name got called, and the manager person even started mocking me for clapping at one point. This guy is operating a SCAM and has the audacity to mock the customers that have been waiting over an hour at that point. 2 hours after we got there, they tell us they have a car (finally!) IT ONLY HAS FIVE SEATS. The dude has to go across the street to another car rental agency to get the car, and finally 3 HOURS AFTER we got there, we finally had a car. Go ANYWHERE else. read more

Don't come this place avoid at all cost this place is a joke 2 hours to get my car rental only 2 people doing reservations and one keeps walking away while it's super crowded this line has not moved at all.. yeah won't be coming back.. read more

Routes - Front - Car Rental Near Me - Carolina, Puerto Rico

If i could give this place 0 stars I would. This was my very first time to Puerto Rico and this place made The experience HORRIBLE once I landed. Tells you to call to get directions to the shuttle and nobody ever answered. Shuttle was supposed to come every 10-15 minutes we waited an hour before finally grabbing a taxi and paying to get there. Then get inside its 2 people working at snails pace I waited in a line just to sign papers for another hour. Then waited 45 minutes to get a car since the "kid" took our papers and then bounced without notice. The staff is extremely unprofessional and the girl spoke in Spanish like "white people" couldn't understand her telling her coworker to just give a "f'd up car". 3 hours from time i landed in San Juan to time I got a car and drove away. It was so bad I had to take before photos of the car myself so nothing comes back to me cause they just make you drop the car and go they don't check it they just put in a line to clean and give to another person and the car i was given clearly been in an accident the whole back bumper hit. The car also had roaches inside. YES ACTUAL COCKROACHES. Pulled out the car that was on a bag we had Be aware if you end up getting this car full of roaches read more

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This was the worst experience ever. upon arrival there was a lobby full of clients waiting for a car. I was told the wait could be up to 3 hours with no guarantee of getting a car. I did have a reservation and according the clerk so did the rest of the people in the lobby. Out of frustration I left back to the airport to rent a car and due to the holiday period cost me 3X the $$$. I will NEVER us Priceline for ANY future service. read more

Absolutely Horrible Experience - Avoid at All Costs! This was hands down the worst car rental experience I've ever had. When I arrived, it took over 3 hours just to get a car--not once, but both times I rented from them. The first car reeked of cigarette smoke so badly it was unbearable. After complaining, they gave me a second car, which somehow managed to be even worse--it was infested with cockroaches. Yes, actual cockroaches crawling inside the vehicle. The lack of professionalism, cleanliness, and basic customer service is shocking. How does a rental company allow cars in this condition to be handed over to customers? Save yourself the frustration, time, and disgust--go anywhere else but here. read more

Do yourself a favor, do NOT rent from this company!! They will claim they do not work with your insurance because your insurance company hasn't paid recent claims, forcing you to buy their insurance. They lied and said that I would have a $75 fine for not having a tollbooth transponder if I go through a toll checkpoint, forcing me to pay $20 per day for my tolls when I used at most five dollars in tolls (the upselling pressure is unlike anything I have ever experienced). This is the worst rental car experience I've ever had. Due to their janky 'office' off airport property, you shuttle to their lot, you tend to be stuck, as they're not going to take you back to the airport. I should've used an Uber and just gone back to the airport. I did not and I paid heavily for that mistake. They also charge a fee for late cancellations, so you are screwed either way (probably less screwed eating the cancellation charge). I don't consider myself a naïve person, (admittedly I didn't do my research) but my wait time was so long, I was just ready to get the whole experience over with. I should've gone with my gut. The $500 deposit will be interesting to find out how long it takes me to be credited/released. I return the car tomorrow, who knows what that is going to be like. I now know this is probably one of the lowest rated car companies out there. Proceed with caution at the MCO Routes. read more

With all the previous poor reviews left for Routes, I had to admit I was expecting the worst from this location BUT my hubby & I were pleasantly surprised because we had a really good experience when we rented a car w/ them while on vacation in PR. We had no issues when we picked up our rental car on 04/24/2023 and when we dropped it off on 04/28/2023. So just wanted to share our experience because everyone knows "sharing is caring" ;): Helpful Tips & FYIs: - Airport Shuttle: Routes does have a free shuttle that will take you to/from the airport terminal and/or to the Routes location to pick up/drop off your rental vehicle. There isn't a designated location specifically for the Routes shuttle van when at the airport but there is an area outside that is for all of the shuttle vehicles from the various companies & each of the shuttles will come by every 15-20 mins to that area. You just need to wait in that area (fyi, there is no seating in that shuttle area) & we just flagged down the Routes shuttle van once we saw it come (Routes company name is posted on the van so you can identify it). Posted in this review is a photo of the Routes shuttle van so you know what it looks like (believe me, it helps to know what you're looking for). The shuttle itself was very clean, air conditioned, & was handicap accessible. The driver did help load your luggage, if you needed assistance. Once we got to the Routes location to pick up our rental vehicle, we had no issues w/ waiting for someone to assist us & the office itself was very open, clean, & had plenty of chairs to sit on inside the lobby. The restrooms were also very clean (much appreciated). There were others waiting for a vehicle when we 1st arrived and it turns out those other people were waiting for a rental vehicle to be washed for them & w/ there only being 3 Routes employees on hand outside to do this, it was causing a delay for those people in front of us. My hubby noticed that the cars were being run through a very quick car wash and remained wet afterwards so he just told the guys that we were okay w/ our vehicle not getting washed because we were planning to do lots of driving & it was most likely going to get dirty anyway so by doing this, we were able to get our rental car right away & once we did the vehicle inspection, we then were able to leave. I also wanted to leave the feedback that we had no issues w/ being charged any additional fees that we weren't told about. The Routes employee who assisted us during our visit, did a thorough job of explaining any fees we would be paying (tolls & insurance). Hope this info helps, Rebecca read more

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La experiencia con esta compañia es horrible, El carro que tenia un decontrol al manejarlo peligroso las llantas se querian salir, carro viejo,chocado ,no tenia windshield fluid, cucarachas , sucio por dentro y fuera. Un carro que no sirve no deben rentarlo. Para el peaje deberian cobrar lo que uses me cobaron $145 solo lo use cuando baje a mi pueblo y subi y que $10 dolares por activarlo eso ya esta activado hece años . No se lo recomiendo a ninguna persona esta compañia. Aqui le entrego su carrito pase un susto cuando manejaba con tanto hoyos en Puerto Rico tenia que ir a 30 millas por lo malogrado que esta este carro y muchos estaran asi. read more

Biggest scam I've ever dealt with. I don't recommend renting a car from this place nor will I do this ever again. My husband and I were on our honeymoon. We had planned and arranged to rent a car from Routes while putting a down payment on a car. There was a contract where we were told to arrive 15 minutes before our arranged pick up time. We did so and to our disappoint arrived at a building with a line out the front door and one person working the front desk. It took 2 hours for them to get through 6 customers. As my husband and I were still at the back, and had an hour long drive that night, we were forced to go and purchase an alternate, more expensive rental car. This was a breach of the contract on Routes, not on us. Now, Routes is refusing to reimburse us, and threatening to apply the "late or no-show" fee as we did not get our car. I've emailed their "customer-service" team, if you can even call it that, and have gotten automated responses from incompetent members of their team who clearly aren't even reading my complaints. They also have a phone number but this leads to getting disconnected every time. Biggest joke. read more

I had one of the worst car rental experiences with this company. From the moment I arrived, the customer service was extremely unhelpful and I waited far too long just to be assisted. When I finally received my first car, it was filthy inside and clearly not cleaned before being given to me. I asked for another vehicle, and unbelievably, the second car had roaches crawling inside of it. That is completely unacceptable, unsanitary, and shows zero regard for customer safety or comfort. To make matters worse, no one at the counter seemed to care about fixing the situation or offering any type of real solution. Instead of being treated like a paying customer, I felt ignored and dismissed. For the price people pay to rent a vehicle here, the very least that should be guaranteed is basic cleanliness, reliable service, and a car free of pests. This entire experience was stressful, disgusting, and a complete waste of my time. I would strongly caution anyone considering renting from this company. There are plenty of other rental services that value their customers and take cleanliness seriously--this one clearly does not. read more

Please please be aware. Do not use this company. For so many years I use rental cars when I travel. This company has the worse service. It took us 2 hours and 30 minutes to get our car. There were 4 people ahead of us in the line, and it took one hour and a half for them to attend us. Then another hour to get our car. All the people spent have a sense of urgency, they don't have people skills and some of them were rude. Again, it was the worst experience I had, renting a car. We book this place through Priceline, and Priceline should be aware of their service. The time that we spent in getting our rental car, was almost the same amount time that it took us on the plan to get from Florida to Puerto Rico. Which is ridiculous. I have them one star but honestly they don't deserve a star. The whole system in this place needs to be restructure. read more

WORST PLACE TO RENT A CAR! 6 hrs waiting for a car, they had no availability. 1 person at the counter top, long line reaching outside. One person at the counter, this was ludicrous! STAY AWAY FROM THIS PLACE! S T A Y A W A Y. F R O M. T H I S. P L A C E. read more

Do not use this company I booked them through Priceline and upon arrival they made me wait over a hour for a car they then tried to give me a car that was dirty and that had roaches , the staff was rude, unprofessional. After waiting another 45 mins to hour to see why I was able to leave the site after a car was signed to me they started talking amongst themselves in in Spanish rather then explaining anything to the (me) customer that they mixed the car up and the car that was signed to me was not the correct car according to them So they then tried to give me a car that had roaches . I told them due to the multiple challenges and bad experience I had with them I wanted my contract cancelled and a refund. The supervisor angel stated he would email me the cancellation contract and refund my credit card but he could not do it at the time because his supervisor victor was not present to approve the cancellation. I don't want to write my whole experience because it was too much to explain but I warn you this company sucks, I am still trying to get my refund and it's may 28 and the incident occurred may 9 and they refuse to provide it . This company charged my credit for a use of a car of fours days . i did not pick up or leave with a car but the car company sent Priceline an invoice stating I used the car for one day . I am still trying to get my money back from Priceline because I bought a package deal. Please do not use them . If anyone has their corporate office number or someone I can report them too please share it so I can call them and file a complaint. I need the telephone number to their higher ups so i can complain. read more

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Worse experience ever wait time is crazy stupid Will not rent a car here ever again Bad customer service and simply emba read more

Worst place to rent a car. Took 1 hour to catch the shuttle. Waited 3hours for the car. Rude costumer service. Stay away read more

Non refundable car, 3 hour wait, one person working the counter, ridiculous. This place should be shut down for malpractice. Ridiculous

If I could get the zero stars, I would. If you're renting from this place, be prepared to wait at least two hours before you even get the rental. An hour in line just to begin the process and an hour for the rental to come out. The only plus side is that they have a shuttle to and from the airport and they are open 24 hours other than that I'd recommend you find someone else to rent your car. read more

Terrible. 4+ hour wait even with a reservation. I even made time on account that I knew "reservation" times at car rental spots are pretty much a loose guideline. Waiting list had 60+ people on it reservation. All the workers were rude. Felt helpless and at their mercy. A customer informed us we needed to sign in. Employees did not seem to know what was going on. No efficient system. read more

This is not a legitimate car rental company. I used booking.com to rent a car and didn't check whom it was with until too late. They required rental insurance even though I was in Texas where it isn't required, and wouldn't accept my Amex coverage. The couple next to me was screaming and crying, going through similar. There are no live people in the pickup hub, just cubbies with offsite attendants on a screen, scamming people. read more

Waiting time to get car and checking in when you already pre-book online. Read the reviews, everyone had to wait at least 2-3 hrs just to check in and get their car. I had the front desk guy taking care of all the high end car renters while the "regular" people had to wait. I hope they close down their business. read more

Literally the worst place to rent a car. Reservation means nothing to them. They have 10 people working that are all standing around while 100+ people wait for cars. Manager is rude and unprofessional. She wants to be on her phone instead of helping customers. Should have paid extra for a car rental from the airport. read more

We were stranded at the airport with a failed attempt to book a car with Budget because of underage rental rules that were not clear when booking. We were told to check with other rental places. We ended up at Routes, which was empty because it was 4am on a Monday. We asked about their policies and it seemed to be the same as Budget. However, the employee figured out a way to get around this policy, allowing us to finally get our rental car. Of course it was a little more expensive than we would have wanted, but it truly saved our trip. The car was clean and functional, and it helped us make the most of our PR trip. When we returned it, the place was extremely busy and it was somewhat unclear where to park the car. I was able to get an employee to help out. They just seem to be severely understaffed. I got my deposit back within the same week I returned the car. read more

SCAM, SCAM, SCAM, SCAM. DO NOT FALL FOR IT. This company is a scam. They are all together in the same boat. Routes Rental car, ALLIED Rental Car & NextCar Rental car are all the same owner. They will cancel your reservation and then send you to the rental car next door that also belongs to them after waiting 3 hours online. So they can charge you what ever they want and force you to pay for all the insurances because they say that the insurance that people pay when reserving online are not good and won't cover anything. Once they send you to the rental car next door that it also belongs to them. The same guy that is at the counter of Routes Rental will go to the counter NextCar rental to take care of the people that that he just canceled the rental at Routes rental and employee at NextCar rental will go to the counter of Routes rental and take care of the people that he just canceled at NextCar rental. They do this all the time and people will keep falling for it. DO NOT RENT directly or thru another source FROM NONE OF THIS COMPANIES (ROUTES, ALLIED & NEXTCAR RENTAL CAR). THEY ARE A SCAMMMMMMMMMMMMMMMMMMMMMMMMM. I spend 5 hours waiting for my rental car that was paid 2 months ago and the front guy told me that they canceled and should go next door. That's from the same owner. Managers are not on site, supervisor or on site and once you start demanding answers they start getting rude and when everyone on the line start asking and demand for a manager. The counter staff will start saying you don't have to scream, please take it easy and walk away from the counter. Specially the guy with the hat that says: KEEP WALKING. TAY AWAY FROM THIS COMPANIES. Please see attached picture as is where you report this companies. Federal Trade Commission. read more

Routes - This is where you can make a formal complaint with the Federal Trade Commission and report them. - Car Rental Near Me - Carolina, Puerto Rico

Daniela is extremely rude. This lady should not be representing any company! We rented a car and they left us waiting for a shuttle that apparently picks you up from the airport. Luckily an Alamo employee felt bad as it was 4am and took us. Once we get there she starts yelling there's no cars and we aren't getting one. I couldn't even ask her questions without her rudely speaking over me and repeatedly saying she has no cars and it's not her problem. I asked if the shuttle can take us back and she rudely said to stand outside and wait. When I asked the male employee he just ignored me. This is the rudest and worst customer service I ever experienced. Do not rent from here!! read more

WORST CAR RENTAL EVER. We waited 4 hours for a car. Very bad service. Never again. Don't waste your time on this place.

Terrible customer service. It took almost 2 hours for us to get a car. The lady at the front desk was rude to us anwhen all we wanted was clarification on our rental. We waited outside while others who came later got their cars before us. When asked for help the driver was rude and said they were "washing the car." First and last time we rent from this place. Hoping they don't randomly charge us for scratches that existed prior to rental. Make sure take pictures prior to leaving the lot! read more

This place is a scam. You wait 4+ hours for your car and then find hundreds charged to your credit card without justification. The workers are dismissive and rude. One employee became argumentative with my child. Don't waste your time, money or vacation. If I could rate below 1 star, I would. read more

TERRIBLE SERVICE, no employees- 5 hr wait, standing on line no air conditioning, no water machines or snack machines worked.. it was sooooooo bad! read more