What is a Turn-Down?
In some situations, even with a confirmed reservation, the rental company may not authorize the vehicle pick-up. When this happens, the term “Turn-Down” is used, which means refusal of the reservation.
This refusal may occur not only due to data discrepancies, but also when the customer does not comply with a requirement of the rental company’s internal policy, including internal rules and checks to which we do not have access.
Here, you will find a simple explanation of what this term means, the most common reasons for it to occur, and what options are available to resolve the situation.
What are the most common reasons for a Turn-Down?
The refusal occurs when the customer does not meet the rental company's internal rules. It is crucial to check the terms and conditions on the company's website or during the booking process.
Some common reasons:
Invalid or inconsistent document: expired driver's license, divergent data, absence of an IDP (International Driving Permit) when required, expired passport/document.
Credit card: not in the name of the main driver, not a physical card, lacking a limit for the security deposit, or not accepted by the rental company.
Age or driver's license duration requirements not met: For example, the driver's license must have been issued at least two years ago, or the customer may not have the minimum age required to drive a specific car category.
Reservation data that does not match the holder/driver.
What happens if my reservation is canceled due to a Turn-Down?
If the pick-up is refused due to any discrepancy in the reservation data, including incorrect first or last name, inconsistent information, invalid documents or unmet requirements, the rental company may apply the no-show policy.
In these cases, the reservation is cancelled at the counter (turn-down) and a retention of 20% to 100% of the amount paid may apply, according to the rental company’s rules.
To avoid this risk, always check that all the holder’s information is identical to the information on the document before the trip and at the time of pick-up.
Will I be charged a penalty if my reservation is denied?
Yes. If the reservation is canceled due to a Turn-Down, a penalty may be applied, which could result in the retention of 20% of the total reservation value or even the retention of the full rental amount. For example: Europcar may retain funds for cancellations made less than 48 hours in advance; Avis and Budget retain the full amount in case of a no-show; the Enterprise Group (Alamo, National, and Enterprise) retains 100% in case of a no-show or cancellations made less than 1 hour in advance; and Sixt applies full retention in case of a no-show. It is essential to carefully review your voucher to understand these implications.
How can I avoid a Turn-Down?
To avoid a refusal, it is essential that you:
Verify that you meet all the required conditions (such as age, driver's license type, credit card with an available limit, etc.).
Read the terms and conditions on the rental company's website carefully before making the reservation.
Ensure that you have all the necessary documentation at the time of pickup.
Check out our article on requirements here to learn more.