STANDARD 1
Accurate representation
Availability, vehicle category, approval, and final price are not represented as confirmed until a representative has completed the review.
Institutional guidance
STARS Car Rental Standards
These standards define how rental requests are communicated, reviewed, and handed off. They are designed to reduce uncertainty before a customer arrives.
Operating principles
A consistent standard for every rental conversation
STANDARD 2
Price clarity
Confirmed rental charges, deposits, optional services, taxes, and material conditions are identified by their purpose rather than combined into an unexplained total.
STANDARD 3
Requirements before arrival
License, payment, deposit, insurance, identification, and qualification requirements are reviewed before pickup whenever they apply.
STANDARD 4
Appropriate vehicle guidance
Vehicle recommendations consider passenger count, category, rental period, and confirmed availability without promising a specific unit prematurely.
STANDARD 5
Human confirmation
The online Concierge prepares the request. A representative remains responsible for confirming the rental terms and reservation details.
STANDARD 6
Documented handoff
The customer receives an organized WhatsApp summary so the trip details and next steps can be reviewed in one conversation.
Scope
What these standards do
The standards govern communication and disclosure. They do not replace the signed rental agreement, guarantee approval, reserve a vehicle, or override requirements that apply to a specific customer or vehicle.
When a requirement or price cannot be confirmed through the online flow, it is escalated to a representative rather than guessed or presented as final.