CANCUN -- We rented a Nissan X-trail for 15 days to go through Belize and Guatemala. At first, they tried to give us a smaller car whose tires were worn off, saying that the car was not available. We finally after waiting 2 hours got the X-trail we paid for. We asked them to give us all the papers we need to cross Belize and Guatemala and they just gave us a paper saying we were allowed to cross the borders. Once we got to Guatemala, we couldn't go through the border, because we were missing the car registration. We specifically asked 3 times for it at the car rental place, but they assured us we did not need it.
A person at the border said that this company is known for doing this. After waiting 5 hours stuck there, they finally e- mailed us the registration paper. That we printed at an internet cafe. When we returned the car, we realized they charged us in pesos, at a very high rate and that they added one more day of rental. When they showed us the reservation paper, it wasn't the same as ours, and they said that ours wasn't valid. So we tried to keep the car one more day because we paid for it, but they refused and took it away.
We needed a smaller car for 2 more days to drive in Cancun, so we politely asked them to deduct the difference for a smaller car. They refused. They finally after talking to the director and waiting 2 hours at their place gave us a very poor car and did not give us the difference. The car had no central locking system, no radio. Basically it only had a small engine. We paid 123$ for 2 days for it. We were practically obliged to take it because they did not refund us for the other car.
Everything was very organised. They seem to know the trick there. Renters beware and make sure you take back all the papers when you return the car. The company goes with many different names such as Top Rent A Car, American Rent Car... We got them from this website: http://www.cancunrentacar.com/