FAQ

If you have filled the vehicle up with incorrect fuel, you should immediately stop the vehicle and call the Travel Assistance service 

Yes, the documentation relating to the subscribed service must always be up to date. Once the return date has expired, we suggest you visit one of our stations or contact 210 100 200 to update it.

At the moment, changes can only be made at our stations. Legally, changes are only valid if they are signed by both parties. For your convenience, the document can be updated at any of our stations, not just the one where the subscription contract was signed. Please note that our contracts include a grace period of 29 minutes. After this period, the additional charge will be based on the 24-hour national over-the-counter rate, which is usually higher than the original price subscribed.

You can make reservations via website or call to the reservation centre.
You can contact us by phone: 210 100 200 or email: centralreservas@guerin.com.pt

You can reserve at any station except Lisbon Airport due to the height of the garage, and it´s subject to availability.

Yes, because you can find exclusive rates and promotions directly on our website.

A promotional code is a seven-letter code referring to a special offer. When you enter this code at the end of the booking process you will have access to promotion to which it relates.

You can make your registration and change of password in our website, in the Login area.

You should receive a confirmation email at the email address provided at the time of the booking. If you do not receive it, please contact our reservations Center (tel.: +351 210 100 210) or by e-mail to centralreservas@xtracars.pt

To find out information regarding our privacy policy please visit our website at https://www.xtracars.pt/en/privacy-policy-and-data-protection/

Reservations can only be cancelled by the entity that receives its payment. Please take note that special cancellation policies can be applied and differ from a tour operator to another.

Yes, nevertheless the rate applied will not be the same as the one advertised on other websites. When booking directly with us our public rate will be considered.

es, the car must be returned in the same condition as when it was delivered. All the necessary information can be found in the contract that you receive at the start of your subscription. Failure to comply with the conditions will result in additional costs.

All our vehicles are delivered to the Customer with a fully-fuelled fuel tank and must be delivered in the same condition. If it is not delivered in the same condition, we will provide a refuelling service, charging the price of the fuel and the respective filling fee in force. 
In the case of electric vehicles, the vehicle is delivered loaded and must be returned under the same conditions. The missing energy will be debited to the customer according to the KW established, plus a recharge fee according to the amount defined by Guerin.

In the case of washing, there may be an additional charge according to the following criteria:

Usually, in files with an "Accident Mutual Statement” duly completed and signed by the parties involved, the process can be settled in about 30 working days. However, whenever insurance companies have any doubts the claim settlement can go beyond the usual period.

Yes, however the acquisition of the service has no retroactive effect. Having this, we will only make the payment management of tolls used after activation of the service in the contract. To activate this service in the middle of the contract please visit the rental station closer to your location so payment can be made using your credit card and also the update of the rental agreement. The passages made prior to activation of the service must be paid directly by the user.

Xtracars vehicles are equipped with a Via Verde device solely and exclusively for the Toll Service. In accordance with current legislation, the toll service is automatically activated in the contract. This service will only be activated if you pass through a SCUT and/or toll using the device. You will only be charged for the number of days you use it (€1.85/day plus the respective tolls and SCUTs, maximum 10 days - 1 day between 00:00 and 23:59 is considered).

Xtracars vehicles are equipped with a Via Verde device solely and exclusively for the Toll Service. In accordance with current legislation, the toll service is automatically activated in the contract. This service will only be activated if you pass through a SCUT and/or toll using the device. You will only be charged for the number of days you use it (€1.85/day plus the respective tolls and SCUTs, maximum 10 days - 1 day between 00:00 and 23:59 is considered).

No, you can only use a credit card that is in your own name.

For deposit and excess purposes XTRACARS only accepts credit cards (with 1 month minimum expiration date) on the name of the main driver or additional driver.

Yes, however you may be charged an additional fee of € 40 or €150(one way national) depending on the origin and destination offices. This will apply in situations where the return destination is in a different area or location of the country. We suggest you ask on pick up or when you make the reservation if this additional cost applies to your rental

You can send an email to our Customer Service Department (customerrelations@guerin.com.pt) will be happy to answer any questions concerning your rental.

You can request a copy of the invoice to the email customerrelations@guerin.com.pt indicating the number of booking, voucher or contract.

You should call the location you picked up the vehicle or the driver’s helpline to request assistance with the situation and schedule a possible exchange. In the case of Wi-fi equipment, information and exchanges are handled only by airports locations.

Yes, but this type of service is only available at the Lisbon, Porto, Faro, Funchal and Ponta Delgada airport stations. To do this, you must leave your documents in the glove compartment and your keys in the key boxes available in our car parks.

Yes, subject to prior confirmation, we offer an "out of hours" service from Lisbon, Porto, Faro, Funchal and Ponta Delgada airport stations. This service costs €44.60.

The minimum age for driving a Xtracars vehicle is 21, except for vehicles in groups G, H, L and O where a minimum age of 25 is required. All drivers who have held their license for more than one year but are under the age of 21 may drive a Guerin vehicle, subject to payment of an additional supplement. The "Young Driver Fee" only applies to groups MI, C, E, E1, J, J1, SM,SC and F.

Deliveries and pickup, inside or outside the city limits in cities where we are represented, can be arranged upon request at time of the booking but is always subject to prior confirmation. 

This service has a surcharge that changes according to the distance between the location and our nearest station as stated bellow:
- 0 – 15 kms – 24.60€
- 16 - 30 kms – 43.05€
- + 30 kms – 61.50€

This service has a grace period of 20 minutes, both at delivery and collection. After this grace period the car must be collected/ returned in one of our offices. In the case of collection after this grace period, an additional day at public rates will be charged. This service is not available on weekends.

The minimum excess values for our vehicles vary according to the reserved car group but values range from 1.181€ to 3.690€.

You can check our fleet on our website at www.guerin.pt/en/fleet/

Your credit card will be used at the time of the vehicle pick up an authorization will be requested for the excess and the fuel deposit, and also at the end in case of additional charges.

You should inform us by telephone number +351 210 100 200 or by e-mail to centralreservas@guerin.com.pt. For information about reimbursement policies you should check the terms and conditions on our website.

To get this information you can check our locations on our website, https://www.xtracars.pt/en/xtracars-stations/

Usually in all reservations, only the contract holder can drive the car. However, if you want to include another driver, you can request the inclusion of an additional driver at the beginning of the rental. It´s mandatory the presence of the driver at the location to present the required documents. This service has an additional cost of 9€ per day (maximum 90€ per rental agreement (30 days).

To be able to pick up the vehicle a DVLA (Driver and Vehicle Licensing Agency form attesting application for a new driving title must be presented. This is the only alternative document we can accept as valid.

There may be if you decide to purchase any additional product that wasn’t originally in your reservation (additional excess reduction products, baby/child seat, GPS, etc.)

In case you need to return your vehicle outside the contract period, please be aware that the additional rental days (including daily rate for any additional products acquired at the beginning of the rental) will be charged at the end and at the prices of our public rate.

Please consider that our contracts offer a 59 minutes grace period. After this period, additional value will be charged with 24h slots, according our National Public rate available, that usually is higher than the originally rate.

A. All our reservations are made for a car group which has several similar models.  Having so we will deliver the vehicle that is currently available on location at beginning of the contract. If you would like a specific model, we suggest that you inform your preference beforehand so that, in case of availability, we can have your request into consideration.

Xtracars accepts as Payment: debit or credit card (valid for at least 1 month). Payments by cheque or cash are not accepted. A credit card is always required for fuel deposits or excesses.

In order to guarantee that all vehicle relevant information is in your contract, we strongly suggest you check the vehicle along with our staff member.

All payments or deposits can only be made at the rental pick up and by the reservation holder.

At the beginning of the rental you must present one personal ID card (national citizen card or passport), a valid driver's license and a credit card issued in your personal name (with 1 month minimum expiration date).

One identification document, driver's license and personal credit card are mandatory requirements for the use of our vehicles.

Please note that not using a reservation due to non-compliance with the mandatory documentation procedure, could be subjected to various policies of cancellation and may be charged additional costs. We suggest you check carefully all cancellation and refund policies that apply to your reservation.

In order to be allowed you to drive any of our vehicles, we only require a regular driving’s licence.