FAQ Car Rental

  • How do I reach customer service at Undercover Tourist?
    Please call 1-800-846-1302 (US), 1-386-239-8624 (Worldwide) or email info@undercovertourist.com. Our office hours are Monday - Friday 8AM to 4PM EST.
  • What car rental companies are available through Undercover Tourist?
    Undercover Tourist researched the market for you and found that Alamo had the most competitive rates.
  • Can I purchase my car rental separate from my ticket purchase?
    All car rental purchases are packaged with a ticket purchase. You are not able to purchase car rental only through Undercover Tourist at this time. If you would like to add a car rental to your current ticket order, please contact Undercover Tourist directly: call 1-800-846-1302 (US), 1-386-239-8624 (Worldwide) or email info@undercovertourist.com. Our office hours are Monday - Friday 8AM to 4PM EST.
  • Are there any age restrictions on car rentals?
    Yes. Renters and additional authorized drivers must be twenty-five (25) years of age or older.
  • What identification will I need to pick up my rental car?
    A full valid Driver's License from the United States or Canada is required for each rental.
  • What paperwork will I need to pick up my rental car?
    No paperwork is needed. Bring a valid credit card matching the name of the primary driver and a valid drivers license for the primary driver and present it at time of pick up. At the time of rental, you will be provided with a Rental Agreement. You must ensure the rental agreement and rental agreement addendum are kept in the vehicle at all times during the rental.
  • How do I pay for my car?
    All fees will be taken up front at the time of purchase with Undercover Tourist. You will be required to place a valid credit card (no debit cards) on file with Alamo at the time of vehicle pick up for security purposes.
  • What types of credit cards are accepted?
    Credit Cards - Undercover Tourist and Alamo accepts Visa, MasterCard, American Express, and Discover credit cards.
  • How can I change/modify my reservation?
    Please contact Undercover Tourist by phone 1-800-846-1302 (US), 1-386-239-8624 (Worldwide) or email info@undercovertourist.com, Monday - Friday 8AM to 4PM EST to modify your reservation. All modifications must be processed prior to your scheduled pick up date and time in order to take advantage of Undercover Tourist's exclusive package pricing.
  • Can I extend the dates of my reservation?
    When modifying your reservation prior to the pick up date and time, please contact Undercover Tourist by phone 1-800-846-1302 (US), 1-386-239-8624 (Worldwide) or email info@undercovertourist.com, Monday - Friday 8AM to 4PM EST to modify your reservation. Undercover Tourist will charge additional rental costs, fees and taxes at the time of modification. Upon arrival at the pick up counter, you can request a reservation extension. The reservationist will check the available inventory to determine if your extension can be accommodated. Any additional rental costs, fees and taxes accrued at the rental counter will be charged by the reservation agent at the time of pick up.
  • What do I do if I have arrived in my destination and need to upgrade my reservation?
    Please proceed to the reservation desk and the agent will assist you in making modifications to your reservation. If you upgrade your rental or extend your reservation the reservation desk will collect the additional money due in full.
  • What do I do if I have arrived in my destination and need to downgrade my reservation?
    You can modify your car and dates of the reservation at the pick up counter, but Alamo/Undercover Tourist cannot issue refunds for downgrades/adjustments on advanced bookings. All reservations booked through Undercover Tourist reflect our exclusive package pricing. Your voucher is prepaid and not subject to a refund on unused voucher days.
  • What if I need to cancel my reservation?
    The only way to guarantee a refund of your purchase is to contact Undercover Tourist directly prior to your pick up date and time. Cancellations will only be valid if processed through the Undercover Tourist system. Please do not call the car rental facility to cancel your reservation. We are not aware of any modifications you make to your trip if they do not pass through our teams. Please call 1-800-846-1302 (US), 1-386-239-8624 (Worldwide) or email info@undercovertourist.com to cancel your reservation. Our office hours are Monday - Friday 8AM to 4PM EST.
  • When do I need to cancel my reservation to ensure a full refund?
    Cancellation requests received prior to the pick up date and time will be processed and refunded in full. Please call 1-800-846-1302 (US), 1-386-239-8624 (Worldwide) or email info@undercovertourist.com to cancel your reservation. Our office hours are Monday - Friday 8AM to 4PM EST.
  • Can I add an additional driver to my reservation?
    Alamo policy: Unless included in the Rate and unless applicable law requires otherwise, rental vehicles may not be driven by anyone except additional authorized drivers as defined in the Rental Agreement. Additional authorized drivers can be added at the rental counter and additional authorized driver(s) must present a valid drivers license and meet minimum age requirements. An additional fee per day per additional authorized driver will be charged, except where state law provides otherwise.
  • Can I add an infant or child seat to my order with Undercover Tourist?
    Renters may use their own infant/child seats. An additional fee per infant/child seat will be charged for infant/child seats rented from Alamo. Infant/child seats can be requested when booking through Undercover Tourist, but no money is collected at the time of booking. All additional fees will be collected at the reservation pick up counter.

    To avoid serious injury or even death, most vehicle manufacturers recommend infant/child seats only be used in the back seat of the vehicle and older children should ride properly buckled in the back seat. In the event the infant/child seat is damaged or not returned at the end of the rental, a fee will be assessed to the Renter. Renters are responsible for installing infant/child seats and may use their own infant/child seats.
  • Can I add a car seat to my reservation at a later date?
    Yes. Please contact Undercover Tourist by phone 1-800-846-1302 (US), 1-386-239-8624 (Worldwide) or email info@undercovertourist.com, Monday - Friday 8AM to 4PM EST to modify your reservation.
  • Am I able to add GPS to my Undercover Tourist car reservation?
    Yes. GPS can be requested when booking through Undercover Tourist, but no money is collected at the time of booking. All additional fees will be collected at the reservation counter at pick up.
  • Is fuel included in my purchase?
    The fuel level of the vehicle at time of rental will be full. You have the option to return the vehicle with a full tank of fuel or pre-pay for a full tank of fuel at the time of rental at the rate provided at the renting location. If you select the pre-paid fuel option, no refunds will be given for unused fuel. If the car is not returned with a full tank of fuel and you have not selected the pre-paid fuel option, you will be charged to return the fuel tank to full at a rate provided at the location to which the vehicle is returned.
  • What type of damage protection comes with my purchase?
    No insurance comes with your initial purchase, however you can add on liability protection at the time of pick-up for an additional fee.
  • Can I purchase protection?
    Yes. You can add on protection with the reservation desk when picking up your rental vehicle.
  • Are Taxes and Fees included at the time of booking?
    Yes. All standard taxes and fees are collected at the time of booking. Any additional insurance, add-on items or fuel purchases will be collected by the rental facility either upon return of the vehicle or at time of pick up.
  • Is my mileage limited? Can I drive my car outside of the State it was rented in?
    Rates include unlimited mileage/kilometrage. Vehicles rented in the United States can be driven in any state in the United States (including the District of Columbia). Vehicles must be returned to the location from which they were rented unless Provider has authorized at the time of the reservation that the vehicle can be returned to a different location. Vehicles rented in Alaska must be returned to Alaska. Vehicles may not be driven into Mexico. Vehicles rented in the United States can be driven into Canada, with the exception of 12 or 15 passenger vans, but must be returned to the United States unless Renter has pre-arranged with Provider to drop the vehicle off at one of Provider's approved locations in Canada whereby a transborder fee may apply. Canadian residents renting vehicles in the United States may not drive vehicles into Canada.
  • Can I rent in one city and return to another?
    Yes. You will book your pick up in one city and your return in another. You will be responsible for returning the car to the location of the same brand as designated at the time of the online reservation. Intercity Fees may apply and are payable to Provider by Renter at the time of rental. All one-way rentals must be booked in advance or they will be subject to a "one-way fee" determined by the rental facility where you return the vehicle.
  • I completed my reservation, but did not add my Alamo Insider Member number. Can I do this online or call customer service for help?
    The Undercover Tourist customer service team will not be able to add this number to an existing reservation. Please present your number at the Alamo pick up counter and the agent will add it at that time.
  • Can I add on a toll pass?
    Toll passes can be added on at the reservation desk at the time of pick up.
  • What if I have special mobility requirements?
    Renters requiring mobility devices must contact 1-866-836-4092 or mobilityadministration@ehi.com prior to booking their reservation with Undercover Tourist.
  • What do I do if I am charged a toll or fine while driving a rental vehicle?
    All fines, costs and attorneys' fees for legal violations, parking, tolls, towing and storage related to the rental vehicle or incurred by you during the rental are your responsibility and will be charged to your credit card on file with the car rental company.
  • Policies
    Rental Policies, fees and surcharges are subject to change by Provider without notice and may vary by location.