Novela Cuba whose presence in Cuba dates back from 2001, has negotiated the best rates with the 3 main car rental companies in Cuba and then establishes on this basis the simplest and most complete offers possible at unbeatable prices.

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

Making a booking

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

On our website's homepage, choose the city where the vehicle is to be picked up (pick-up place) as well as the date and time. Do the same for the city of arrival (return place). Click on “Search” to get the results.

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

Once a period has started, it is owed. Consequently, we advise you to return the vehicle at the latest at the same time as the day of pick-up to avoid paying penalties whose amount may represent the cost of several days' rental.

If the pick-up and drop-off locations are not the same (different city or airport/downtown), drop-off fees will be charged by the car rental company. Please refer to the "Additional costs" section.

2- Choose the appropriate vehicle and price

You can choose your vehicle according to the price, but also the number of seats, doors, type of gearbox (automatic or manual), boot size. The “Rate details” allows you to see what the price includes or does not include.

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

3- 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 the “Refundable Excess Option” and/or “Cancellation Insurance”,

• Fill in the information about the driver,

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

• Validate !

4- 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 to make you other proposals taking into account the availability. We will wait for your agreement before charging your credit card.

5- 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 that you must print and present to the car rental company in order to collect the vehicle. You can also upload your voucher to your account from our website's home page

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

Rental is payable at the time of booking, either online or at the agency.

• Only international credit cards are accepted (Visa or MasterCard.

• MAESTRO and ELECTRON cards are not accepted.

If you plan to pick the car at an airport, this information is important because it allows the agency's staff to be informed in the event of a delay in your flight.

What do the prices include?

-A fixed price per number of days (24-hour based periods) with unlimited or limited mileage (such numbers are specified in the "Rate details" tab and on your voucher),

-Any modification of the booking (there will be no additional costs for changes made at the latest 72 hours prior to the vehicle's pick-up).

What do the prices exclude?

On the results page of your search, next to each vehicle proposed, there is a tab named “Rate details”. Click on this tab to see the corresponding details.

To be paid on site

• Insurance (unique 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 amount depends on the selected car rental company andthe type of vehicle: please refer to the section “to be paid on site”, next to the displayed price list.

• Additional driver: The amount depends on the selected car rental company: please refer to the “Rate details” section, next to the displayed rate.

• Drop off fees: if you return the vehicle to a location other than the pick-up location, there are fees to pay. The amount depends on the selected car rental company: please refer to the “Rate details” section, next to the displayed rate.

• Airport fees: if you pick or drop the car at an airport, there are fees to pay. The amount depends on the selected car rental company: please refer to the “Rate details” section, next to the displayed rate.

• Full tank: the car is delivered with a full tank of fuel to pay for. The car will have to be returned "empty".

• Baby or child seat: this option is not guaranteed and is subject to a charge. Please refer to the “Rate details” section, next to the displayed rate.

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 for the deposit guarantee (the amount depends on the car rental company and type of vehicle. Please refer to the “Rate details” section, next to the displayed rate).

To rent a car, you must respect the following rules:

Cubacar

Driving license valid for 2 years and be at least 21 years old.

Via Rent a Car (Gaviota)

Driving license valid for 1 year and be at least 21 years old.

Except for Cubans: driving license valid for 2 years and be at least 21 years old.

Rex

For all categories except Sport: be at least 21 years old.

Sport category: be at least 25 years old.

Can I book a specific model such as Peugeot 208?

No, car rental companies guarantee categories of vehicle (Economic, Intermediate…) and not specific models (Kia Picanto…). The model is always presented with the « or similar » mention

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:

1- The car rental company charges the excess amount stipulated in the agreement

2- Novela Cuba refunds this amount to you

How can I track my booking ?

Your account is accessible from our site's home 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 …).

How do I access my account?

You can access your account at any time via our site's home page with your codes.

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

Before picking up the vehicle: You must contact Novela Cuba by email or by logging to your account 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 with Novela Cuba.

Cancellation must be made by email or by logging to your account.

Penalties :

Cancellation more than 30 days before the scheduled beginning date of the service: fees of 10%

Cancellation between 30 days and 3 days before the scheduled beginning date of the service: fees of 30%

Cancellation less than 3 days before the scheduled beginning date of the service: fees of 100%

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.

• A driving license valid for at least 1 year or 2 years, depending on the selected car rental company

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 on site?

• Insurance (unique 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 type of vehicle: please refer to the “Additional Fees" section, next to the displayed rate.

• Additional driver: The amount depends on the selected car rental company: please refer to the “Additional Fees” section, next to the displayed rate.

• Drop off fees: if you return the vehicle to a location other than the pick-uo location, there are fees to be paid. The amount depends on the selected car rental company: please refer to the “Additional Fees” section, next to the displayed rate.

• Airport fees: if you pick or drop the car in an airport, the car hire company will charge additional fees. The amount depends on the selected car hire company: please refer to section “Full details”, featuring next to the displayed price.

Do I receive assistance in the event of 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.

Do I have to return the vehicle with or without a full tank of gas?

• VIA GAVIOTA

You must return the car with the same amount of gas as you received at the pick-up.

• CUBACAR

Full to empty: the vehicle tank is full at the time of pick-up and must be left empty.

In this case, the car rental company will invoice you for the full tank of petrol according to its terms and conditions and won't pay you back for the remaining fuel in the vehicle.

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

If you return your vehicle after the schedule 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 insurances 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”.

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 :

1°) Either by recording them on your customer space on our website.

2°) Or by sending them :

• by email to info@novelacuba.com

• by post to :

Novela Cuba

14 rue des Minimes

75003 Paris

What is the procedure for requesting 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 have 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

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.