3 night minimum required for round-trip rentals. 7 night minimum required for one-way rentals. Certain Vehicles, Holidays and Special Events may require a longer rental period.
Sales Tax: Taxes are due on all charges and vary depending on the pick up Location.
Online Customer Check-in
Customers are required to make use of El Monte RV’s new online self-check-in at least 14 days prior to the vehicle pickup date at the following website:
Please refer to: elmonterv.sci.thlonline.com
First Night Accommodation
We strongly recommend that clients spend their first night in the United States in a hotel.
Transfers Are Not Provided By El Monte RV or Mighty Campers.
Motorhome collection and Return Policies
• Motorhome collection time: After 1:00 pm but no later than 1 hour before branch closing time; Subject to vehicle readiness.
• Latest motorhome collection time is one hour before station’s official closing time.
• Day of departure: No refund if client picks up later than the booked day of departure.
• Motorhome return time: Between 8:00 am and 11:00 am.
• A per hour penalty will be charged for returns after 11:00 am without prior authorization from rental station.
• Early returns: No refund for any reason if rental is terminated by clients before the scheduled return date.
Client Requirements
• All Renters are required to complete our online check-in at least 14 days prior to the first date of rental:
elmonterv.sci.thlonline.com
• Customers are required to call the rental office between 9:00 am - 3:00 pm the day before the scheduled pick-up and arrange a vehicle pick-up time. Customers must arrive at the pick-up station no less than one hour before rental station’s official closing time.
• Renter (named major credit card holder) must be at least 21 years of age and in possession of valid identification including driver’s license and passport.
• Renter and all additional drivers must be present at pick up of the rental vehicle and sign the rental agreement.
• There is no charge for additional drivers.
• Authorized drivers must be at least 21 years of age with a valid driver’s license and identification, and be listed on the rental agreement
• An International Driver’s License is recommended but not required.
• A major credit card such as Visa, MasterCard, Amex (no ATM/debit cards such as EuroCard or visa debit cards, etc) with available credit is required for all charges paid at the counter. Cash or Travelers Checks are not accepted.
Security Deposit
• A $1,500 security deposit is required at the time of departure
• We require that the deposit be guaranteed by a major non-debit credit card such as Visa, MasterCard or American Express with sufficient credit balance to cover this amount
• We do not accept ATM/debit cards such as Check Cards, Visa debit cards or pre-paid credit cards
• We do not accept Cash or Traveler’s Checks, Stored Value/Pre-paid cards or gift cards
• The security deposit is not charged on the customer’s credit card on pick-up, but rather the amount is ‘held’ in the form of an authorization; Upon return provided that the rental vehicle is returned clean inside, undamaged and on time with any fines paid this ‘hold’ is removed.
Customer Orientation
• Clients receive a full orientation of their motorhome, including client’s responsibilities for maintenance and use
• Orientation consists of a 30 min. video in English, German, Spanish or Japanese introducing the general concepts of motorhome use and safety tips, as well as personal walk-through of the motorhome with the client by a qualified instructor
• Operator manuals are provided for clients to take with them in English and German
• Client also receive a regional campground directory and location map from the rental station with directions to nearest supermarket and gas stations
Lost Items
El Monte RV is not responsible for items left in the motorhome after client’s return and reserves the right to donate or dispose of them as it sees fit. Left items cannot be mailed to client.
Pets
Pets are allowed. The Client is responsible for all damage and may be surcharged for special cleaning.
Luggage Storage
• Luggage storage is available on a limited basis (one standard suitcase per person, no sports equipment) at the following locations: DFW, LAS, LAX, MCO, NYC & SFO
• No guarantee of luggage storage is made for these locations: DEN, MIA, ORD, SEA, SND, and SLC.
• To facilitate the pick up and drop off procedures, we recommend that clients carry their luggage in their vehicle and soft-sided or collapsible bags are recommended for easier storage.
• Luggage storage is at the client’s own risk and is not available for one-way rentals.
• Luggage capacity of courtesy shuttles is limited and may require clients with excess luggage or oversized items to store and later retrieve them from their hotel.
Client Contact Information
• E-mail: intl.booking@elmonterv.com
• Please use the direct telephone number for each branch location
• 24/7 On Road Care: 1-800-367-4707 or +1-213-524-1596 or onroadcareUSA@thlonline.com
• On-The-Road Support Contact requirement: in order to be eligible for any lost-use refund during their rental period clients must contact El Monte RV’s On-The-Road Support and start a Customer Service Log and must have followed all instructions, self-help tips, and/or recommendations for repairs.
Maintenance and Use Responsibility
The client is responsible for routine maintenance while traveling (checking coolant, oil, tire pressure, etc.), as well as immediately reporting mechanical failures. Clients may be held responsible for mechanical damage due to negligence of operation and /or performing normal maintenance. Tools for vehicle repair and tire change are not provided since clients are not authorized to make repairs.ז
Reimbursements & Refunds
• Refunds for Mechanical issues: In the event of a mechanical problem requiring repairs over $75 clients must call El Monte RV’s On-The-Road Support for authorization.
- A toll free number is provided for assistance with problems, questions, etc.: at 1-800-367-4707or +1-213-524-1596, and contact can be made also at: onroadcareUSA@thlonline.com
- Clients will be reimbursed on return and upon presentation of receipts and any replaced parts; No repair receipts over $75 will be reimbursed without prior authorization.
- Note: $75 reimbursement does not apply to de-winterizing or winterizing cost.
• Additional Items: In the unlikely event that items are missing from kitchen or personal kits, or for example if a client needs an additional blanket, or needs to replace an item for the motorhome such as a water hose, sewer hose, etc., the client may purchase these items without prior approval and will be refunded at return upon presentation of valid receipts, provided they not total more than $75.
• Breakdowns: In the event of a mechanical breakdown requiring the vehicle to be in repair for more than 12 hours, please see the section titled 'VIP Interruption Protection'.
• Accompanying vehicles: Accompanying vehicles are not eligible for compensation.
• Travel Agent Assistance: Contacting one's travel agency or tour operator will have no affect on the availability and/or speed of vehicle towing, repairs and/or replacement and no compensation of any kind will be given for communication costs incurred.
- Clients should be instructed by their travel agency/tour operator to coordinate the repair efforts only with El Monte RV’s On-The-Road Support and to discuss compensation with the staff at the return rental counter.
• Client Complaints: Client refund or reimbursement requests must be received in writing with all supporting documentation no later than 30 days after rental return to be eligible for compensation consideration.
- El Monte RV reserves the right to take up to 30 days after receipt of the complaint to investigate and respond and claims should be emailed to: Customer.Care.USA@thlonline.com.
• On-The-Road Support Contact requirement: In order to be eligible for any lost-use refund during their rental period clients must contact El Monte RV’s On-The-Road Support and start a Customer Service Log with them and must have followed all instructions, self-help tips, and/or recommendations for repairs.
- Customers declining On-The-Road Support instructions, recommendations or appointments for repairs will not be eligible for lost-use compensation.
- All vehicle lost-use issues must be verified by a pre-authorized repair facility and/or by location staff upon return and only after issues are validated will compensation be given.
- No consideration for lost-use will be given if it is determined any issues were operator error.
- Return without prior authorization: in order to be eligible for a lost-use refund, clients must return rental vehicle to the booked return station or a recovery fee and penalty will be charged.
• Non-essential items: Radio, air-conditioning, refrigerator, generator, microwave, appliances, automatic step, GPS and cruise control, are not considered mechanical breakdowns.
• Cell-phone charges: clients are responsible for all cell-phone charges incurred and clients are encouraged to use On-the- Road-Support’s 24-hour toll free number as the primary contact telephone number.
On-The-Road Support
• On-The-Road Support (OTRS): 1-800-367-4707 or +1-213-524-1596 is availabe 24 hours and 7 days.
• Support staff may also be reached via email: onroadcareUSA@thlonline.com
• In order to be eligible for a lost-use refund during the rental period client must have contacted El Monte RV’s On-The-Road Support and start a Customer Service Log with tham and must have followed all instructions, self-help tips, and/or recommendations for repair.
• On-The-Road Support is a courtesy service provided by El Monte RV for our customers and this team is not authorized to determine refunds which is the sole responsibility of the return ststion manager.
• In certain circumstances client may be provided with a replacement vehicle; El Monte RV - at its sole discretion - reserves the right to determine if, where and when a vehicle exchange will take place.
• In the event of an accident involving an El Monte RV rental vehicle, no matter who was at fault, El Monte RV reserves the right to determine if, where and when a vehicle exchange will take place.
• Should clients violate applicable laws, the terms and conditions by driving intoxicated, under the use of drugs, or should they fall asleep at the wheel or drive negligently the customer will be responsible for all costs involved in replacing, towing and repairing of damaged motorhome whereby the client’s financial responsibility includes but is not limited to the rental vehicle.
Travel Restrictions
• Clients are restricted from traveling to certain regions due to road conditions, extreme weather, acts of God ('force majeure'), security alerts and /or availability of support.
• Restrictions are subject to change without notice and are determined solely by El Monte RV.
• Clients are responsible for knowing and following the travel restrictions and for informing themselves of possible changing conditions.
• El Monte RV, to the best of its ability, will provide clients as much information at time of pick up as possible, but is not liable for any delays or detours client may encounter.
• Violation of these travel restrictions voids insurance and coverage option under the terms and conditions of the rental contract.
Please note the following restrictions:
• Off-road: Travel on non-public, unpaved and/or ‘logging’ roads is not permitted at any time.
• Death Valley: Traveling in or traversing Death Valley is not permitted in June 1 to September 30 where ground temperatures can reach 140º F or 60º C and clients may be required to sign and acknowledge Death Valley restrictions on pick-up.
• Mexico: Travel is permitted at client’s own risk and only with purchase of El Monte RV’s Mexico Auto Liability Insurance (MALI), available at all southwest locations.
Note: there is no reimbursement for repairs, lost use or deductibles for damage when in Mexico.
• New York City / Manhattan: Travel is not permitted.
• Alaska / Northern Canada: Travel is permitted at client’s own risk but there is no reimbursement for repairs or lost use.
• Winter: Travel during winter months is permitted. However, freezing conditions may occur in spring and fall at higher elevations and should be anticipated and precautionary measures taken. Clients are responsible for any damage due to systems freezing due to cold weather. As a precautionary measure at certain locations water may be replaced by anti-freeze to prevent water systems from freezing. Clients are then not allowed to use any water systems, including the toilet or shower, until they have traveled to areas with consistently above zero temperatures. In the event the clients want to replace the anti-freeze with water, they may re- winterize or de-winterize the vehicles with the help of an expert.
Note: Winterizing or de-winterizing costs - typically up to $150 - are the responsibility of renter.
• Summer: Travel in summer months and /or in extreme temperatures can strain motorhome systems such as roof and dash air conditioners, generator and refrigerator. We maintain our motorhome fleet to accommodate all weather conditions; however, clients should be made aware that performance of motorhome systems under extreme conditions cannot be guaranteed. Roof A/C units will only cool the interior of the motorhome up to a maximum of 20 degrees cooler than the outside temperature.
• Ontario / Quebec: Due to the regular incidence of theft motorhomes are not allowed to be left unattended within the cities of Montreal, Ottawa and Quebec City. We recommend leaving the motorhome parked at a campground and using taxis or public transportation. Clients planning on traveling in these areas must inform rental station prior to departure.
• Vehicle Return: Clients who return the rental vehicle to any location other than the one booked and confirmed without prior authorization or who abandon the rental vehicle will be charged a recovery fee and penalty.
Traffic Citations, Golden Gate Bridge, Toll Roads
• The client is responsible for all traffic violations, fines, toll charges and/or citations incurred during the rental period.
• Traffic Citations: Client may either pay the traffic citations themselves or opt to hand the citation over to the rental office upon return for processing and payment. In addition to the citation amount clients will be charged a $100 administrative processing fee per infraction.
• In the event of customer non-payment or failure to turn over any citations to El Monte RV, clients are responsible for the fine amount plus late penalties. Additionally, clients may be charged up to $250 per infraction for increased administrative processing.
• Toll Roads/Golden Gate Bridge tolls: El Monte RV will charge the customer the amount of the toll PLUS an additional handling fee of up to $25 using the credit card we have on file. This process is automatic. Clients must indicate upon pick up if they wish to opt out of this process. This service does NOT include traffic citations or parking infractions.
Fuel Consumption: Gasoline and LPG (Liquid Propane Gas)
• Fuel costs are client’s responsibility.
• Gasoline and LPG (Liquid Propane Gas) tanks are full at pick up and must be returned full or the difference will be estimated and the clients charged; or if not full the gasoline and LPG (Liquid Propane Gas) tank must be returned at the same level as at takeover or the difference will be estimated and the clients charged.
• No claims are accepted with regards to fuel consumption. Fuel consumption will vary according to where and how a vehicle is driven. No claims are accepted as to fuel consumption if client is upgraded to a larger unit.
Mileage Charges
It is not possible to purchase mileage packages at pick-up and not to add mileage packages during the rental. Each rental must include at least one mileage package.
Vehicle Substitutions
• We make every effort to provide the clients with the model reserved.
• El Monte RV reserves the right to substitute models which are similar, higher rated or longer; e.g. a Class C cab-over motorhome may be substituted for a Class A model; a FS may be substituted for an AF.
• No refunds for any reason (such as increased fuel consumption, ferry charges, campground fees, etc.) will be given due to increased length or size of motorhome substituted.
• Should a smaller or lower rated vehicle be offered and accepted, liability will be limited to a refund of the price difference between the model booked and paid for and the model received at pick up.
• No refund will be given should a smaller or lower rated vehicle be requested by the client at pick up.
• When pre-booking campgrounds clients should consider a larger unit may be substituted.
Generator
• All motorhome units types are outfitted with 110 Volt generator.
• The use of the generator is not required for normal vehicle operation and customers have the option of being charged a per-rental-night fee for unlimited use, or a per hour fee calculated upon return.
• Generator charges are payable at the counter.
• Use of power outlets for charging phones, etc., are at clients own risk.
• Prepaid generator charges upon vehicle return are non-refundable.
Long Term Rentals
Customers may be required to accept charges for normal maintenance; examples include but are not limited to: adding motor oil, transmission fluid or brake fluid; oil changes, tire rotation or tire replacement.
Changes to Reservations
• Changes may be charged $75 per change.
• The following changes will result in a re-calculation of Value Rate, whereby the rate will be calculated using the most current Value Rate for the pickup week and the current rate as of the time the booking is changed) will be used:
• Change of vehicle size
• Change of departure location
• Change in departure date
• Cancellation and rebooking
• Change in drop-off date
• Change in one-way drop-off location
• Once confirmed, the following changes will not affect the Value Rate:
• Change in traveling party size (unless larger vehicle type is required)
• Change of main renter name
• Adding pre-paid items
Pre-Paid Miles Packages
There are no miles included in the nightly rental rate. Mileage packages provide discounted miles that can be purchased before departure. There is no refund for unused mileage pre-purchased as part of a mileage package.
Additional miles traveled over pre-purchased allotment will be charged at 37 cents per mile.
Self-Transfer
Clients providing their own transportation, at their own expense.
Clients must call Rental Office by 9:30 am on the morning of scheduled pick-up to arrange vehicle takeover time. Customers must arrive at the pick-up station no less than one hour before rental station’s official
closing time. Even if clients arrange their own transfers, they still must call for time of vehicle readiness.
Under no circumstances should clients arrive unannounced.
Cleaning
Motorhome must be returned in clean condition. Cleaning fee may apply if Lessor determines, in its sole and absolute discretion that the Rental Vehicle has not been returned in a clean condition. Clients should clean out anything that they have brought into the vehicle. Interior condition should be as it was at pick-up.
Flush-out
Motorhome must be returned both waste collection tanks empty. There will be a flush out fee if the waste and/or holding tanks have not been drained (valves open, cap off) by Renter prior to the Rental Vehicle being returned to Lessor, at Lessor's sole discretion.
TIMES OF OPERATION - Rental offices
Between 01 April - 30 September
• All rental offices are open Monday through Friday from 8 AM to 5 PM (except SLC - 9 AM to 4 PM)
• LAX, SFO, MCO, LAS, DFW, SEA, NYC are open on Saturdays, from 8 AM to 5 PM
• LAX, SFO, MCO, LAS are open on Sundays, from 8 AM to 4 PM
Between 01 October - 31 March
• All rental offices are open Monday through Friday from 9 AM to 4 PM
• LAX, SFO, MCO, LAS, DFW are open on Saturdays, from 9 AM to 4 PM
• LAX, SFO, MCO, LAS are open on Sundays, from 9 AM to 4 PM
• The Newport Beach (NPD), San Bernardino (SBD) and Van Nuys (VNY) are open on Sundays from 1 April to 30 September.
• Rental office closing dates are subject to change.
• Recommendation: Due to heightened volumes of travel during holiday seasons we recommend that customers avoid beginning or ending their motorhome rental on the day immediately before or after a holiday date. Otherwise, customers may experience airline delays, increased road traffic and possible delays at rental office.
• Closed for the following holidays: New Years Day (01 January), Easter Sunday (09 April), Memorial Day (29 May), Independence Day (04 July), Labor Day (04 September), Thanksgiving (23 November), Christmas Eve (24 December), Christmas Day (25 December), New Years Eve (31 December)
• SLC is closed on Pioneer Day (24 July)
• SFO is closed on Burning Man (03-05 September)
• SEA is closed between 23 January and 5 February 2024
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