DRIVUS - Dubai Hotels Within City Limits Information, Car Rental Instructions & Policies

Perfect as usual - Professional behavior and friendly staff

This car rental experience in Dubai was the biggest disappointment of the entire trip, and by far the most bizarre and terrible incident I've encountered in over a decade of renting cars abroad. Here's a brief summary of the whole ordeal:
Two days before picking up the car, we confirmed the pickup time and location with the rental company's customer service. However, on the day of the scheduled pickup, the driver was extremely late. While we were waiting endlessly and questioned the customer service, they kept stalling with various excuses, from 'he'll be there in 10 minutes' to '20 minutes' to 'he's on the way,' and finally, the driver arrived two hours late with no sense of remorse. To make matters worse, the car's fuel tank was nearly empty upon handover. This massive delay completely disrupted our schedule for the day, and as a result, the tickets we had purchased in advance were wasted.
We thought this unpleasant pickup experience was the end of the trouble, but the drop-off process turned out to be even worse! Again trusting the customer service, we agreed on a time and location for returning the car, and they promised the driver would be punctual. However, when the time came, no one showed up. Attempts to contact customer service failed as they became unreachable! It was already late at night, and after waiting two hours in vain, we left a message and went to sleep. Upon waking up, we found there was still no response from them! Eventually, we managed to track down their office personnel by any means possible. The staff on that end told us to drive the car to their office ourselves, saying it's 'just 5 minutes away,' but the location they gave us turned out to be a 30-minute drive! Barely containing our frustration, we drove to return the car, only to find that the address they sent us was also incorrect! We ended up using the internet to search for the car rental company name and finally located their office to return the vehicle. Throughout this entire debacle, the rental company never once apologized—not even once!
Based on this experience, here's a summary of the key issues:
Issue #1: The staff has no concept of time and frequently lies.
Issue #2: Poor internal communication with inconsistent information. This rental company assigned three separate parties to communicate with us—customer service listed in the booking, the delivery driver, and their so-called operations team. However, these three parties had zero coordination, leaving us with conflicting information, unsure of whom to believe. Person A would say, '10 minutes,' Person B would claim they couldn’t locate the address, and Person C would say Person A was lying but didn’t know when the driver would arrive either. Are these three even from the same company?
Issue #3: The rental company is clueless about their own dispatch information. On the pickup day, when we asked for basic details like the car's license plate, model, or color to help us locate it more easily, the customer service simply replied, 'You'll see it when it gets there.' Is this supposed to be a valid response? Are your customer service reps completely disconnected from the booking system?
In short, avoid DRIVUS at all costs unless they undergo a significant transformation. Otherwise, spare other travelers this nightmare.