Frequently Asked Questions about Car Hire

General

Booking

Collection and Return

Home Owners’ Club

Conditions

General

What is included in the rental price?

The rental price includes unlimited mileage, collision damage waiver (with excess), third party, theft and VAT.

What is not included in the rental price?

The insurance excess and fuel are not included in the rental price.

Where are your branches located?

Our Head Office is located at Málaga Airport and we have a branch office in Fuengirola .

How do I keep informed about the latest news and offers from Helle Hollis?

You can keep up to date with all the latest news and offers by clicking here and signing up to receive our regular newsletter.

How can I unsubscribe from the Helle Hollis newsletter?

When you receive our next newsletter you will find a link to unsubscribe at the bottom of the page.

Can I obtain discounts for renting frequently with Helle Hollis?

Yes you can. All you have to do is spend just 300€ on rentals to qualify for your first discount, you can then keep increasing your discount up to a maximum of 15%. The principle behind this is easy - the more you rent the more you save. If you would like further details you can either send an e-mail to bookings@hellehollis.com, or call us on + 34 952 24 55 44.

What is your privacy policy?

In accordance with the Spanish Organic Law 15/1999 on the Protection of Personal Data and in compliance with Article 5 of this Law, we would like to inform you that the Personal Data you have given us will be included in a file called "Client File" which is registered at the Data Protection Agency (AEPD in Spanish) under the name of Helle Auto S.A.U. (as responsible for the file), of Avenida García Morato no. 14-18, 29004 Málaga, so that the company may carry out its car rental activities. You may exercise your right to access, object to, rectify and cancel your personal data by making such a request in writing and enclosing proof of your identity to Helle Auto S.A.U. at the above mentioned address.

Do you have somewhere I can share my experience of renting through Helle Hollis with others?

You are welcome to publish your experience on our Facebook page, in Google+ or on Tripadvisor.

If I have a complaint who should I contact?

In the first instance you should ask to speak to our Duty Manager who will try to resolve any complaints for you. Should you feel the need to express your complaint in writing, please do so either by e-mail to bookings@hellehollis.com; by fax to + 34 952 24 51 86, or by traditional mail to:

Customer Services
Helle Hollis Car Rental
Avenida García Morato 14-18
29004 Málaga
Spain

Booking

How do I make a booking with Helle Hollis?

You can make your booking online by clicking here, by sending your request in writing either on an e-mail to bookings@hellehollis.com, or by fax to + 34 952 24 51 86, or you can call us directly on + 34 952 24 55 44 or 020 3769 3013 if calling from the UK.

How do I make an online booking?

You can make an online booking by clicking here and following a few simple steps:

  • Input the dates of your rental
  • Choose your pick up point
  • Choose your car group
  • Choose any extras
  • Complete your personal details
  • Confirm your booking

Can I book any extras?

At Helle Hollis you can book child seats at a cost of 3€ per day (maximum 30€ per rental) and we have GPS available for 5€ per day (refundable deposit 100€). The first additional driver is free. Do you wish to have more additional drivers the cost is 23€ per driver, per rental.

Do I have to pay for my booking in advance?

To take advantage of our Free Upgrade Offer or Fast Lane Service you are required to pay in advance.

How do you register online to make bookings with Helle Hollis?

You can register online with Helle Hollis by clicking here.

I have forgotten my password, how can I log on to my online account?

If you have forgotten your password all you have to do is click on ’My Account’ and type in your e-mail address where it says "Have you forgotten your password?". You can choose whether to receive your password via email or text message (if we have your mobile number).

What happens to my personal details when I book online?

Your personal details will be stored on a secure server so that you don’t have to spend time filling in your details each time you want to make a booking.

What happens to my credit card information when I pay online?

Your credit card information is handled by our bank and your bank or credit card company. None of this information is ever passed to us.

What’s the Free Upgrade Offer and how do I book it?

Our free upgrade offer applies to certain car groups and gives you the opportunity to receive a free upgrade to the next car group, provided that you book and pay for your rental at least 30 days in advance (15 days in advance if you are a Home Owners’ Club member). Bookings for this offer can either be made online with payment being taken through our secure server, or in writing by e-mail to bookings@hellehollis.com, or by fax to + 34 952 24 51 86.

What’s the Early Bird Discount?

If you book your car at least 30 days in advance you will automatically receive an Early Bird Discount of 5€ on groups B and C, and 10€ on all other groups. (Not combinable with the Free Upgrade Offer).

How do I cancel a booking?

You can cancel a booking either by e-mail to bookings@hellehollis.com, or by fax to + 34 952 24 51 86.

How am I refunded if I cancel my booking?

If you have prepaid your booking by credit card, we will refund the prepaid amount to the same credit card.

Can I receive the booking confirmation by sms?

Yes, we offer a free SMS service for booking confirmations. When you book online, you can choose to receive the confirmation by SMS to your mobile phone. As an additional advantage you can reply to the sms confirmation with your last name when you have picked up your luggage at Malaga Airport and we will send the courtesy bus to collect you.

Collection and Return

How do I collect the courtesy bus from the aiport?

Passengers arriving into Terminal 2 and Terminal 3 will leave the airport building in Terminal 3. Take the first doors on the right, once outside turn right and in front of the taxis follow the pavement around to the terminal 2 building. The courtesy bus stop is approx. 100m ahead. To view a map, please click here.

Can I be sure that the courtesy bus will be there when I arrive?

If you have a confirmed booking and you have given us your arrival flight number, you can be sure that we will be expecting you. Our courtesy buses are running constantly throughout the day, so if the bus isn’t at the bus stop when you arrive, don’t panic, it will be on its way. You can also send an SMS to + 34 607 47 64 41 with your last name when you have picked up your luggage and we will reply by SMS to let you know that we are on our way. Please note that the mobile phone number can only be used for sms and not to call us.

How long should I have to wait if the courtesy bus isn’t there?

The round trip from our Head Office to the Airport takes around 15 minutes (depending on the traffic), therefore you should never have to wait any longer than 15 minutes before being collected.

If the courtesy bus isn’t there who should I contact?

If the courtesy bus isn’t there you can call our Head Office on + 34 952 24 55 44 or send an sms to + 34 607 47 64 41 with your last name and we will reply by sms to let you know that we are on our way. Please note that the mobile phone number can only be used for sms and not call us.

Am I sure to get a car when I arrive?

Provided that you have a confirmed booking you have no need to worry, we will always have your car available when you arrive.

Which documents do I need to produce when I collect my hire car?

When collecting your hire car we kindly ask you to show us your passport, driving licence, and credit card.

How can I pay for my rental?

You can pay for your rental by credit card, or if you are a member of the Home Owners’ Club, you can also use any Bonus Discount that you may have earned.

Which credit cards do you accept?

We accept Visa and Mastercard.

If I pay for my booking online will I have to show the same credit card when I collect the car?

Yes, for security purposes we ask all of our clients to show their credit card when they collect the car.

What will I have to pay for when I collect my hire car?

On arrival you will be asked to pay for the rental, the insurance coverage that you choose, any additional extras that you require, and a full tank of fuel (if not already prepaid).

What are the insurance options?

When you collect your vehicle you can either leave a deposit to cover the insurance excess for the car that you will be driving, or you can choose to purchase a daily excess waiver. If you choose to leave the deposit, on the return of the car, the cost of any damage occasioned to the vehicle during the rental period will be deducted from the deposit, up to a maximum of the insurance excess and any unused part of the deposit will be refunded to you. If however you choose to pay for the daily excess waiver, you will be covered for all damages occasioned to the vehicle EXCEPT any damages caused through misuse of the vehicle, and any damage to the tyres, wheels, undercarriage, oil sump and clutch. In addition you will be covered by a cancellation insurance so that should you need to return the car early we will issue you with a credit voucher for the remaining rental, provided that there are at least 3 days’ rental remaining. For a small supplement however you can opt to purchase a super excess waiver which will cover you for damage to the tyres, wheels, undercarriage, oil sump and clutch. Note this insurance does not cover you for any damage occasioned through misuse of the vehicle, nor does it cover the loss of personal belongings from the vehicle.

What is your fuel policy?

When you collect your car you will be asked to pay for a full tank of fuel. It is then entirely up to you as to how much fuel you return the car with as we shall reimburse you for every remaining quarter of a tank. If you are a member of the Home Owners’ Club you will benefit from a discount on the fuel that you have used.

What happens if my flight is delayed?

As long as you have given us your flight number we can check with the airport authorities to see what time your flight is due to arrive. Our Head Office is open 24 hours a day, 7 days a week, so there will always be someone to meet you when you arrive. Passengers arriving into Terminal 2 and Terminal 3 will leave the airport building in Terminal 3. Take the first doors on the right, once outside turn right and in front of the taxis follow the pavement around to the terminal 2 building. The courtesy bus stop is approx. 100m ahead. To view a map, please click here.

Are there any out of hours collection or return charges?

If you arrive between 07:00 and midnight there are no extra charges. If you arrive or return the car between midnight and 07:00 there is an out of hours charge of 20€.

What happens if the car breaks down?

In the unlikely event of an accident or breakdown you should immediately call our emergency free phone number on 900 123 046 so that we can assist you as soon as possible.

What should I do if I want to extend the rental?

If you would like to extend the rental all you have to do is call in to your nearest Helle Hollis office before the end of the rental period and the extension can be made.

Can I return the car to your other office, if so is there an extra charge?

You can return your car to either of our offices at no extra charge.

If I have to bring the car back before the end of the rental will you refund me for any unused days?

If you have purchased the excess waiver you will be covered by a cancellation insurance so that should you need to return the car early we will issue you with a credit voucher for the remaining rental, provided that there are at least 3 days rental remaining.

When I return the car, how long should I allow for getting to the airport?

As Málaga Airport is currently undergoing major structural works; the traffic on the roads leading to the airport and around the airport itself can be quite heavy at times. We suggest therefore that you arrive at our Head Office at least 1 ½ hours before your flight is due to depart.

Home Owners’ Club

What is the Home Owners’ Club and how do I join?

The Home Owners’ Club is a programme especially designed for people with a holiday home in Spain who need to hire a car for their regular visits. The Home Owners’ Club is free to join and you can gain instant membership by clicking here and completing our online form, or by writing to hoc@hellehollis.com.

What are the benefits of joining the Home Owners’ Club?

There are numerous benefits to joining the Home Owners’ Club:

  • 15% discount on your car hire.
  • 15% discount on car hire for your house guests.
  • The opportunity to accumulate Bonus Discounts.
  • Second driver for free.
  • Free Fast Lane Service.
  • Discount on the fuel that you use during your rental.
  • You can take advantage of the Free Upgrade Offer by paying for your rental just 15 days in advance.
  • Exclusive special offers on car hire.
  • Free listing on our accommodation link page

What is the Free Fast Lane Service?

As a member of the Home Owners’ Club you are entitled to a Free Fast Lane Service every time that you rent with Helle Hollis, meaning that your car rental contract is prepared in advance and so on arrival all you have to do is sign the contract, pick up your car keys and away you go. Please note, you must supply us in advance with all the information required to make your contract in order to benefit from the Fast Lane Service.

Where can I see holiday accomodation rentals?

Click on this link to see holiday accomodations rentals on the Costa del Sol. It is a free service.
If you have a holiday home you would like to rent out, fill in the form on the accomodation links page. Please remember to fill in the official registration number from the Junta de Andalucia for renting out holiday accommodation.

Conditions

Where can I see a copy of your rental conditions?

You can see a copy of our rental conditions by clicking here.

What is the minimum age for renting with Helle Hollis?

For vehicles in groups B to D, drivers must be at least 21 years of age and for all other car groups drivers must be at least 23 years of age.

I do not meet the minimum age requirements, can I hire a car?

If you are 19 or 20 years of age you may hire a car from group B, provided that you purchase our Young Driver’s Insurance. For higher car groups you may be named on the contract as an additional driver provided that the main driver fulfills the normal age requirements, and the Young Driver’s Insurance is taken.

How long must I have held my driving licence before I can rent a car with Helle Hollis?

You must have held your driving licence for at least one year before you can rent a car with us.

What is the maximum age for renting with Helle Hollis?

At Helle Hollis we don’t impose a maximum age limit for drivers, however drivers who are 85 years of age or older must take out our Senior Drivers’ Insurance (maximum 50€ per rental).

What are your passport requirements?

In order to rent a car with Helle Hollis, drivers must be in possession of a valid passport which will continue to be valid for at least one month after the expiry of the rental period. The issue period of the passport must be for more than one year.

Can I take the hire car out of Spain?

Our hire cars may only be driven on the Iberian Peninsula, i.e. Mainland Spain, Portugal, Gibraltar, Andorra. It is strictly forbidden to take the cars outside of this area.

Can someone else drive the car during my rental?

Only those people who have been named on the contract as additional drivers may drive the car.

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