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F.A.Q. “Book a car”

Table of Contents

Why choose Novela Cuba?

Novela Cuba is a car rental company that has been in Cuba since 2001. We have negotiated the best rates with the three main car rental companies in Cuba, and we offer the simplest and most complete offers possible at unbeatable prices.

We have a legal office in Cuba providing 7/7 customer service.

Booking a vehicle – How to book a car with Novela Cuba

Where do you wish to pick up and return the vehicle?

Choose the city where the vehicle will be picked up (pick-up location) as well as the date and time on our website’s homepage. Do the same for your destination city (drop-off location). To view the results, click “Search.”

Note: All rentals are based on 24-hour periods.

Once a period has started, it is owed. As a result, we recommend that you return the vehicle at the latest on the same day that you picked it up in order to avoid paying penalties that could amount to the cost of several days’ rental.

If the pick-up and drop-off locations are not the same (different city, airport, or downtown), the car rental company will charge drop-off fees. Please see the “Additional costs” section for more information.

Choose the appropriate vehicle and price

You can select your vehicle based on not only the price, but also the number of seats, doors, gearbox type (automatic or manual), and boot size. The “Rates” section lets you know what the price includes and excludes.

We guarantee the booking of a vehicle category, not a specific model.

Book

• Check the accuracy of the data (locations and dates),

• Choose the agency (some destinations have different agency addresses),

• Enter your flight number (only if you have chosen an agency at an airport),

• Select or not any other extra options,

• Fill in the information about the driver,

• Enter your credit card payment details in the secure area,

• Validate!

Confirmation page: your booking request is registered

Booking status: Automatic Confirmation

We have the availability, we charge your credit card and you receive within 48 hours by email the invoice and voucher that you must print and present to the supplier.

If we cannot charge your credit card (payment refused by your bank), no confirmation will be sent to you. We will get in touch with you.

Booking status: Awaiting confirmation

We need to wait for the supplier’s confirmation of the availability. We usually get an answer within 48h.

If the reservation is confirmed, we charge your credit card and you receive by email the invoice and voucher that you must print and present to the supplier.

If we cannot charge your credit card (payment refused by your bank), no confirmation will be sent to you. We will get in touch with you.

If the reservation is not confirmed, we will come back to you with other proposals taking into account the availability. We will wait for your confirmation before charging your credit card.

The voucher

Once the vehicle’s availability has been confirmed by the supplier and the payment is registered, you’ll receive by email your voucher which you must print and present to the car rental company in order to collect the vehicle.

If you do not present this document, the car rental company may charge again the rental service.

Which payment methods are accepted?

The car rental service is payable at the time of booking, either online or at the agency in Paris. If we can’t charge your credit card, we will get in touch with you as soon as possible to discuss other payment options.

Only international credit cards are accepted.

Why do you have to enter your flight number?

If you plan to pick up the car at an airport, this information is important because it allows the agency’s staff to be made aware in the event of a delay in your flight, which would allow them to react accordingly.

Rates

What do the prices include?

A fixed price per day (24-hour period) with unlimited or limited mileage (such numbers are specified on your voucher), with no hidden costs.

Any modification to the booking (there will be no additional costs for changes made at least three days prior to the vehicle’s pick-up) will be accepted, provided that such modifications do not result in significant additional costs.

What do the prices exclude?

Any important information regarding this will be mentioned on the booking page.

Additional Costs

To be paid on site

Insurance (unique to Cuba and mandatory): even if you pay with a Visa Premier or Gold Mastercard credit card, you’ll still have to pay for the vehicle insurance — the credit card won’t cover the Cuban insurance.

The amount depends on the selected car rental company and the type of vehicle. Any such costs will be displayed in the payment summary section of the booking page or in our Terms and conditions.

Additional driver: The fee depends on the selected car rental company.

Drop off fees: if you return the vehicle to a location other than where you picked it up, you will likely have to pay fees, and the amount you will have to pay depends on the car rental company you select.

Airport fees: there are extra fees to pay if you pick up or drop off the car at an airport. The amount depends on the selected company.

Baby or child seat: this option is not guaranteed and is subject to a charge.

Our advice: Calculate beforehand the amount of all the costs that are to be paid for on-site.

All these fees should preferably be paid by credit card.

The car rental company will also make a print of your credit card as a deposit for the guarantee (the amount depends on the company and type of car).

Who can rent a car in Cuba?

There is a ranking system for renting cars in Cuba. This depends on every renter. When you have selected a category of car you want to purchase, you will find a note with this precision.

Which vehicle to choose?

Can I book a specific model such as Peugeot 208?

No, the car rental companies guarantee categories of cars (Economical, intermediate, etc.) and not specific models (Kia Picanto, etc). The model is always presented with the ” or similar” mention.

Excess – Available only for European customers

What is Novela Cuba’s Refundable Excess Option?

The excess is the amount owed by the customer in the event of damage or theft of the vehicle. By choosing our “Refundable Excess Option” you will be reimbursed for the amount of the damage or theft excess. It involves two steps:

  • The car rental company charges the excess amount stipulated in the agreement
  • Novela Cuba refunds this amount to you

Tracking, changing, canceling your booking before picking up the vehicle

How can I track my booking?

Your booking is accessible from the sales page and allows you to follow the different stages of the reservation and recover essential information (rental location, selected vehicle, what is included in the rate, and what is not, etc.).

How do I access the sales page?

You can access the sales page at any time via the link you received when making the book.

How can I modify my booking (before the pick-up?)

Before picking up the vehicle: You must contact Novela Cuba by email or by phone at the latest 72 hours before the scheduled pick-up date.

Note: The car rental company reserves the right to refuse the modification. Your initial booking remains valid until Novela Cuba confirms the change. Once confirmed, you will receive a new voucher. You must present this voucher at the car rental agency when picking up your vehicle.

Are there any costs for modifying the booking?

Novela Cuba does not charge any fees provided the change is made no later than 72 hours before the scheduled pick-up date

How can I cancel my booking?

Cancellation must be made trough Novela Cuba (from the reservation link you received when making the booking). Cancellation must be made by email or by phone.

Cancellation fees:

Check the reservation link you received when making the booking for any cancellation fees you may have when cancelling your reservation.

When picking up the vehicle

Keep all the documents given to you by the car rental company (agreement, invoice, condition report)

What happens if I arrive late to pick up my vehicle?

Generally speaking, a 30-minute delay is tolerated provided it is during the agency’s official opening hours.

After this period, the vehicle may be transferred to another customer and your rental will be lost. The agency’s contact details (phone and address) are featured on your voucher. It is recommended to inform the car rental company of any delay in order to avoid any misunderstanding.

It is imperative to arrive at the car rental agency on the date and time indicated on the voucher

What documents and guarantees must be provided to the car rental company when picking up the vehicle? (For the main driver and the additional driver)?

The original of each document is required. Photocopies are not accepted.

The car rental company reserves the right to refuse the service should the customer fail to provide any of these documents when picking up the vehicle.

You must have at least two years of driving experience. If your driver’s license is less than two years old, you must carry a copy of your previous driver’s license with you.

The car rental company requires the presentation of a valid driving license issued in the name of the main driver.

A valid passport

An international credit card (Visa or Mastercard) issued in the name of the main driver

The voucher issued by Novela Cuba

If you do not present the voucher, the car rental company may rebill the service.

A deposit.

The main driver’s credit card must have a sufficient credit limit to cover the amount of the deposit. This deposit corresponds to the amount of the damage excess.

Maestro and Electron credit cards are not accepted by car rental companies.

Additional driver(s) must present a valid driving license and passport in order to be included in the contract. There is an additional cost for this option.

Do I have to sign a document at the car rental agency?

The voucher issued by Novela Cuba is not the rental agreement. The rental agreement is concluded between the customer and the car rental company when the vehicle is picked up. It is subject to the legislation of the country where the vehicle is rented and is valid for the duration of the rental. It states the car rental company’s terms and conditions as well as the additional costs to be borne by the customer (options, airport tax, etc.).

By signing this document you confirm your acceptance. It is recommended to read this rental agreement carefully and keep a copy of it. Check the options proposed by the car rental company.

Is a security deposit required?

See question above: “What documents and guarantees must be provided to the car rental company when picking up the vehicle? (For the main driver and the additional driver)”.

What are the possible supplements to be paid for on-site?

Insurance (unique to Cuba and mandatory): even if you pay with a Visa Premier or Gold Mastercard credit card, you’ll still have to pay for the unique and mandatory insurance.

The amount depends on the selected car rental company and the type of vehicle.

Additional driver: The amount depends on the selected car rental company.

Drop off fees: if you return the vehicle to a location other than where you picked it up, you will likely have to pay fees, and the amount you will have to pay depends on the car rental company you select.

During the vehicle rental period

Do I receive assistance in the event of a breakdown with the rental car?

In case of breakdown or accident, you can reach the assistance of the rental company 24 hours a day.

What to do in case of accident/damage?

Any accident, damage, or theft involving the rented vehicle must be reported directly to the car rental company within 2 working days. In the event of an accident, an amicable report must be completed and attached to the declaration. You must also obtain a police report at the time of the accident; if this is not possible, you will have to go to the nearest police station to obtain one. In addition, the theft must also be reported within 48 hours. Failure to comply with these formalities shall result in the loss of the benefit of the additional coverage unless you can prove that you were prevented from doing so.

What to do in the event of a fine?

Fines must be paid to the car rental company upon the vehicle’s drop-off.

Fines are not to be paid to the police. They are reported by the police on the agreement.

How can I modify my booking (after the vehicle has been picked up)?

No refund in case of change or cancellation after the vehicle’s pick-up. If you return the vehicle before the scheduled date, the car rental company may refund you the insurance costs for the unused days.

What happens if I am late when I return the vehicle?

If you return your vehicle after the scheduled time stated on your voucher, you will be charged a fee equivalent to at least 1 day of rental, at the car rental company’s rate, to which local taxes and insurance apply. In most cases, car rental companies tolerate a 1-hour delay, but they are not obliged to do so!

Do I have to check the condition of the vehicle when I drop it off?

If no damage has been found, you must request a receipt indicating that the vehicle has been returned to the car rental company in good condition.

Keep all the documents given to you by the car rental company (agreement, invoice, condition report)

What happens if the vehicle is damaged?

Depending on the insurance coverage taken out, the car rental company charges the excess amount stipulated in the agreement via credit card. This amount is refunded if you have taken our optional “Refundable Excess Option”.

After the vehicle has been returned

How do I make a complaint?

Any complaint must be made in writing to our customer service, within 2 months following the rented vehicle’s drop-off date: info@novelacuba.com

You then need to create a file with the following elements:

• The explanation of your complaint,

• The copy of the voucher Novela Cuba sent you.

• The copy of the agreement you signed at the agency,

• The vehicle’s condition report documents (upon pick-up and drop-off),

• The car rental company’s invoice, if you have it,

• The extract of your bank statement featuring the car rental company’s debit if necessary.

These elements can be transmitted by email to info@novelacuba.com or by post to:

Novela Cuba
14 rue des Minimes
75003 Paris
France

What is the procedure for requesting a refund of the excess?

To make your excess refund request, we invite you to follow the procedure outlined below

1/ Fill in the declaration form

2/ Constitute your file with the following documents :

  • Double-sided copy of the signed rental agreement,
  • Copy of the invoice and voucher,
  • Copy of the excess invoice, credit card receipt featuring the mention “debit” and bank account statement,
  • If the Police Department has been informed of the incident, a copy of the police report or acknowledgment of the complaint,
  • In case of an accident with a third party, copy of the amicable report.
  • Copy of the vehicle’s condition report upon pick-up and drop-off at the car rental company,
  • Statement of bank account information,

The form, together with all these documents, must be sent only by post to:

Novela Cuba
14 rue des Minimes
75003 Paris
France

Within a maximum period of 60 days, starting from the end of the rental service, otherwise, all your warranty rights shall lapse.

Any incomplete file will be returned.

Do you have questions? Contact Us.

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