Welcome Ace Visitor
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United States Locations
Frequently Asked Questions
How do I earn points?
When you book your reservation as a RentalGenius member, your points are accumulated automatically. Simply go to acerentacar.com or acerent.mobi, log into your RentalGenius (or create a new account), book your reservation, and we take it from there.
Standard rentals earn one point for each dollar (US) of rental "time and mileage" (not counting taxes, fees, or other services. In addition, from time to time, ACE offers promotions that award additional points.
Does the RentalGenius program limit my booking options?
No. As a RentalGenius member, you have full access to all available vehicles and itineraries.
Where can I see the points that have been posted to my account?
When you log in at acerentacar.com simply click on the My Account link. This link will take you to your Member Account page. This page will show the completed reservations with points awarded as well as any current or future resersavtions.
When are points credited to my account?
Points are credited to your account within 7 days of the rental completion.
What if I do not show up for my rental?
Points are awarded only for completed rentals. Please help us keep our costs low by canceling any reservations you cannot use as early as possible.
Can I get points if I don't have an advance reservation?
No. Points are awarded automatically only if you book your reservation at acerentacar.com or acerent.mobi.
Will I get points if I book at a non-ACE travel site
The RentalGenius program is designed for customers booking directly at acerentacar.com or acerent.mobi. Log on to those sites for the full RentalGenius experience, including the ability to review your points and claim awards. Some other booking sites may allow you to enter your RentalGenius member number. If we receive your RentalGenius member number when the booking is made, then ACE will credit points for that booking.
Can I get points if I book on my mobile phone?
Absolutely. Simply use your phone's web browser to book at acerent.mobi. We recommend you begin your booking session by logging into your RentalGenius account.
How do I redeem my points?
Log in at acerentacar.com and simply click on the My Account link. This link will take you to you Member Account page that shows the completed reservations with points awarded as well as any current or future reservations. At the bottom of that page, you will see the entire list of currently available awards. If you have accumulated enough points for any of the awards, you will see a "Redeem" button next to that award.
What awards are available?
ACE tries to maintain an exciting catalog of highly desirable awards. If there is something you wish we would include in the catalog, please use the Contact Us page to send us your suggestions.
How do instant discounts work?
Many ACE customers rent very often with ACE. Instant discounts are another way for ACE to say Thank You. As you accumulate as few as 500 points, you qualify for an instant discount on EVERY rental offered at acerentacar.com or acerent.mobi. The more you rent, the larger the instant discount. For details, see the Rental Genius program description.
Instant discounts are not applied if you use a promotion code.
Are there any bookings that don't earn points?
Any reservations booked at acerentacar.com or acerent.mobi can qualify for RentalGenius points. Reservations booked at other websites may qualify for RentalGenius points if your RentalGenius number is provided to ACE at booking time.
Can I get points for rentals I competed before joining the program?
Points are automatically awarded only for bookings made after you started your RentalGenius account.
Do my RentalGenius points expire?
Your points remain available for 24 months after the rental ended. You can claim your awards any time during that 24-month period. When processing awards, ACE always uses your oldest unexpired points first.
Making A Reservation
How often do rates change?
Like all major car rental companies, ACE rates are subject to change at any time. ACE locations attempt to provide you the best value every day. Once you confirm your reservation, your rate will not change.
Are your rates guaranteed?
If you have a confirmed reservation, that is the price you will pay for that exact itinerary. If your itinerary changes, that could cause your rate to go up or down, depending on the prices in effect when you make your change.
Generally speaking, your best strategy is to confirm the reservation as soon as you know your travel plans. In most cases, you can cancel your reservation any time before the rental date without any penalty, so if you find a better deal, you have the option to cancel and rebook.
What do I need to rent a vehicle from ACE?
All drivers must possess a valid drivers license issued in their country of residence, and an acceptable means of payment as identified in the
Some locations have additional requirements and restrictions, please check the
for your specific rental location.
If my plans change after I have reserved a car, can I modify an existing reservation?
To change an existing reservation you will need to either contact ACE Rent A Car for assistance or cancel your original reservation and rebook a new reservation. Please note that a new rental rate may apply when changes are made.
What is your Cancellation Policy?
Most reservations have no cancellation penalty at any time before the scheduled arrival time. Some of our reservations do require advance deposit. In these cases, there may be a charge for late cancellation or no-show. Please review the Rental Restrictions section of the Locations Policy. You can cancel your reservation using the Reservations – View/Cancel menu.
Please help us keep our costs low by
any reservations you cannot use. Always check the rules carefully before confirming your reservation. On the vehicle selection page, if there are collections at reservation time, you will see an image of a payment card. Place the mouse over this image to see the details. The payment details are also shown with a checkbox on the last page before you confirm the reservation. You must check the box agreeing to the rental rules before we can confirm the reservation for you.
What insurance does ACE offer?
The renter is responsible for any damage to the vehicle or liability that occurs during the rental period. ACE locations offer Collision Damage Waiver and Supplemental Liability Insurance that release you from that responsibility. Your personal car insurance, homeowners' policy, or credit card supplements may provide some coverage. Please check with your insurance agent before your travel date.
If you incur damages or liability not covered by your insurance, you will be personally responsible for those costs. When you proceed through the booking sequence, the Select Options page describes in detail the protection plans and other optional items available with this rental. This information is also summarized in the Local Policy Details.
What is the minimum age for a renter?
All ACE locations rent to drivers at least 25 years of age. Most ACE locations rent to younger drivers age 21 -24, and some locations rent to drivers under age 21. There is usually an extra charge for drivers under age 25, which varies by location as identified in the Local Policy.
Please review the Local Policy Details for the location of interest. Most pages on this website have a link to the Local Policy Details or you can use our search box on the menu bar.
What if I have additional drivers?
Most ACE locations permit additional drivers. Please notify the ACE staff when completing your rental agreement as you pick up your vehicle. All additional drivers must meet the same requirements as the primary driver. An additional driver surcharge may apply, as identified in the Locations Policy.
Can I pick up my rental at one ACE location and return the rental at another ACE location?
Some locations offer one-way rentals to specific locations. Enter your pick-up location, dates and times in the Book A Vehicle box. If this location supports one-way rentals, the available drop-off locations will be listed in a pull-down after you select "Return to a different location". Please note that an additional fee may apply and will be automatically added to your estimated total.
What if ACE runs out of vehicles?
We try our best to manage our inventory to satisfy every customer reservation. However, there can be cases, such as accidents or late returns, where we do not have the vehicle as planned. Rest assured that ACE takes responsibility to make sure you are accommodated at no additional charge, even if we have to arrange for a rental with another car rental company.
What should I do if I didn't receive a confirmation email for my reservation?
After completing your booking you should see a confirmation page online and you should also receive an email with your confirmation details. If you did not receive your confirmation email, we recommend that you check the Spam folder in your email program to ensure that your confirmation email was not auto-filtered to that folder. Additionally, you may want to add firstname.lastname@example.org to your "allowed" senders list so that we can send you confirmation emails and important updates. If you don't receive your confirmation email, you can always verify your reservations online.
If you still have trouble receiving the email after doing these things, please
contact the ACE Reservation Center
If I make a reservation at this site, when will I get charged?
ACE uses a variety of guarantee options for various locations, vehicle types and itineraries. Some rentals require no payment at time of booking with no penalties if you are unable to fulfill the reservation. Some rentals require you to provide a valid payment card, although charges may not be run on that account at reservation time. Other rentals require a refundable deposit, typically the rental amount for one day. Finally some rentals require full prepayment and may not permit any refunds if you are unable to fulfill the rental. Always check the rules carefully. Place the mouse over this image to see the details. The payment details are also shown with a checkbox on the last page before you confirm the reservation. You must check the box agreeing to the rental rules before we can confirm the reservation for you.
Do you accept cash or debit cards as payments?
This policy varies by location. Before confirming your reservation, please check the Locations Policies for payment information and restrictions.
Are there any hidden costs on the price I was quoted?
The Estimated Total Price includes all mandatory charges, taxes, and fees. There may be additional charges for insurance waivers, special equipment, child seats, additional mileage, fuel or other items as identified on the Locations Policies page. When you proceed through the booking sequence, the Select Options page describes in detail the protection plans and other optional items available with this rental.
If I return the vehicle early, will I receive a refund?
ACE guarantees the charges for the specific itinerary you requested. If your plans change, we try to make a fair adjustment when possible.
In most cases, if you return the vehicle early, we will recalculate the rate and charge you the rate applicable to the length of time you actually had the vehicle. However, please be aware that a shorter rental may put the costs into a different rate plan. For example a 6-day rental may be calculated with a low weekly rate, but a 5-day rental may actually be higher based on 5 single-day charges.
In the case of prepaid, dicounted rentals, there are no refunds for early returns.
Are there any additional considerations if I am traveling internationally?
Most countries recognize valid drivers licenses issued by other countries. It can be very difficult to settle accident claims internationally, so most international travelers purchase the damage waiver and supplemental liability coverage.
Some locations have additional requirements and restrictions on international rentals. If you wish to rent a vehicle in a country that is not your country of residence, please check the Locations Policies for any additional information and restrictions related to international travel.
Does ACE offer any Senior discounts, such as AARP?
Some ACE locations offer discounts for membership in organizations such as AARP or AAA. These discounts are not factored into the price quoted online. If a location offers such a discount, you will find it listed in the Locations Policies for that location. We suggest you print that policy page and bring it with you on your rental day to ensure you get credit for that discount at the time that you pick up the vehicle.
What kinds of vehicles do you offer?
ACE locations offer a wide variety of vehicles. All ACE locations operate late-model low-mileage fleets -- the same vehicles used by the largest chains. All ACE cars have under 40,000 miles and are from the latest two model years.
Most locations offer economy cars, compact sedans, full-sized cars, and luxury cars. Some locations offer minivans, 12/15-passenger vans, SUV’s, trucks, or specialty vehicles. Enter your itinerary in the Time & Place box. When you continue to the Select Vehicles page, you will see all vehicles available for your itinerary.
Can I request specific options on my rental vehicle?
ACE vehicles are configured consistent with industry norms. If you have special needs or special equipment requests, please enter your request on the Select Extras page. Many ACE locations offer special equipment such as child/infant seats or GPS navigators. Not all ACE operators will have the requested items so please check the Locations Policies page for availability. We will make our best efforts to accommodate your request.
Do I need a special driver's license to rent a big van?
In most areas, a normal vehicle operator's license can be used with vans up to 15-passenger capacity. Please check the Locations Policies for any specific requirements.
On Your Travel Day
How do I obtain a shuttle to my rental car?
In most locations, when arriving at your destination airport and collecting your baggage, you must contact the ACE location. Most ACE airport locations operate off terminal. In reality, at most airports today, even the major “in terminal” rental car companies require a shuttle trip to take you to their car lot. By operating rental counters off terminal, ACE greatly reduces overhead, and we pass these savings along to you.
Your confirmation email includes specific shuttle instructions and a telephone number to call upon arrival. Please keep this information with you so that you will be able to connect with the shuttle service when you arrive. This information is also displayed online on the Locations Policies in the Shuttle Information section.
If you do not have your confirmation email, you can see this information online using the Reservations - Lookup Existing Reservation menu. You can display reservation details or resend the confirmation email.
When I pick up my rental car can I make last minute changes?
Yes. Some changes or modifications to your reservation may affect the rate. Usually modifying your reservation online will give you the best rate and save you time at pick-up.
Are there any guarantees that I will receive the make/model of car I have reserved?
ACE adheres to the normal industry practice of offering a wide variety of vehicles grouped into industry-standard vehicle classes. Like other car rental companies, ACE does not guarantee that you will receive a particular model or color. We do guarantee that we will provide you a vehicle of equivalent size and features or better, at the quoted rate.
If you have a particular model preference, please note this in the Special Requests box and we will make our best effort to accommodate your request.
What if my travel is delayed?
ACE agrees to honor your reservation up to two hours beyond the scheduled arrival, within the office’s normal operating hours. If you are arriving by air and entered your flight information in your reservation, then we make our best efforts to honor your reservation up to four hours beyond the scheduled arrival.
Please understand that if you are delayed, there is a good chance that many other travelers are also delayed, so we may not be able to accommodate your first choice in vehicles, but we will make sure you have a rental at the quoted rate. In all cases, if you know you will be delayed, we advise you to call the rental office directly so they will know when to expect you. This will assure your delays are minimized.
During the Rental
What if I need to keep the vehicle longer than reserved?
The rental agreement is for a specific period as requested in your reservation. It is your responsibility to return the vehicle on or before the return time in the rental agreement. However, we realize that unforeseen events can affect your plans. If it is necessary to return a vehicle late, please contact the rental location using the phone number printed on your rental agreement so that we can make our best efforts to accommodate your change in plans.
However, please understand that we may have promised that vehicle to another customer, based on your promised return time. Please contact us as soon as you know of a change in plans.
What should I do if I have an accident or breakdown?
Your safety is our top concern. If you experience an accident, please contact the rental office using the phone number printed on your rental agreement as soon as practical after dealing with all medical issues or imminent danger. If you experience a mechanical breakdown, please contact the rental office as soon as possible after the breakdown so that they can work with you to solve the problem. If practical, you should attempt to contact the rental office before performing or ordering any repairs on the vehicle.
After the Rental
How can I resolve a problem with my ACE rental?
ACE Affiliates pride themselves on offering the highest levels of customer care. If any difficulties arise, please contact the local rental operator for a resolution. If this is not successful, please
contact the ACE Reservation Center
What are the technical requirements for using the acerentacar.com site?
ACE supports the most popular web browser configurations:
Internet Explorer 7.0 or higher
Firefox 3.0 or higher
Opera 10.10 or higher
Safari 4.0.4 or higher
Chrome 3.0 or higher
We do not support the Mozilla or Netscape browsers, which are considered obsolete. We recommend you upgrade to the current
You must enable cookies.
ACE never divulges your personal information to third parties for marketing, or any other purpose, except as necessary for the successful completion of your rental.
How do I know my personal information and credit card information are secure?
All pages that request or display personal information, including credit card numbers, are protected by a secure HTTPS/SSL connection using High Grade Encryption (RC4 128-bit). All the information entered on the website is maintained securely and for the sole purpose of completing your car reservation.
Does ACE give out my email address?
ACE never divulges your email address to third parties for marketing, or any other purpose, except as necessary for the successful completion of your rental.
If you elect to receive ongoing communications from ACE, we send occasional emails notifying you of specials, contests or other information you may find useful. We never send more than three of these emails per month and you can opt out of these communications at any time.
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