Rented a Nissan 4WD from Lava Car Rental and the entire experience was smooth from start to finish. Pickup from the airport was quick and hassle-free, and the car was spotless and ready within minutes... See more
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We had a wonderful stay thanks to renting a Renault Kangoo from Lava Car Rental. The key handover upon arrival and return went very smoothly. We will gladly recommend this rental company to future vis... See more
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Rental experience was smooth and completely hassle-free. We received exactly what we booked — an older model 4x4 Duster (2022) with full insurance — in excellent condition and equipped with studde... See more
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We spent 2 1/2 weeks in Iceland and we had that wonderful RAV4 from Lava. It turned out to be the ideal 4x4 for the island. The experience with Lava was super easy, never had such a simple drop-off be... See more
Company details
Written by the company
Experience Iceland with Lava Car Rental. We offer brand new rental cars, 4x4 and Campers for your Iceland trip. We offer a high class service and great prices.
Contact info
Flugvellir 23, 230, Keflavik, Iceland
- +354 5194141
- info@lavacarrental.is
- www.lavacarrental.is
4.3
Excellent
4K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 93% of negative reviews
Typically replies within 1 week
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Fantastic service
Just dropped off the car at their premises. Everything was perfect, we arrived in Iceland at 2 AM, and their shuttle was really quick, just one call and 5 minutes later they were picking us up. We did the check in online so when we arrived we got the car pretty quick. The car was well maintained and worked properly. The drop off was really quick as well, and while waiting they offered free coffee. Their staff was really nice and ready to answer any questions we had, both in person and couple of them via email. I'm sure I will choose them again the next time I visit this wonderful country.
June 9, 2026
Unprompted review
Reply from Lava Car Rental
Hi Jaime,
Thank you for taking the time to share such a detailed review.
We are delighted to hear that everything went smoothly from the moment you arrived in Iceland. Arriving at 2 AM can be tiring, so it is great to know our airport shuttle was quick and that your online check-in helped make the car collection process fast and hassle-free.
It is also wonderful to hear that the vehicle met your expectations and performed well throughout your trip. We work hard to keep our fleet modern, clean, and well maintained so our customers can focus on enjoying Iceland rather than worrying about their rental car.
Thank you as well for your kind words about our team. Whether in person or by email, providing helpful and reliable customer service is something we take great pride in. We are also pleased that the return process was quick and comfortable, with a coffee waiting while you wrapped up your journey.
We truly appreciate your recommendation and look forward to welcoming you back on your next visit to Iceland.
Warm regards,
Lava Car Rental Team
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Booking process was easy
Booking process was easy. Price not great but i think it was quite fair because the car was almost new and we had no issues at all.
Rental company sent us few emails with some local tips and discount vouchers. It was useful during our trip.
Staff in rental office was more neutral than friendly. But that is ok.
June 1, 2026
Unprompted review
Reply from Lava Car Rental
Hi Edgaras,
Thank you for sharing your experience with us. We're delighted to hear that you found the booking process easy and that the vehicle met your expectations. We work hard to maintain a modern and reliable fleet, so it's great to know your nearly new car performed perfectly throughout your trip.
We're also pleased that our travel tips and discount vouchers helped you make the most of your time in Iceland. We aim to provide a little extra value beyond just the rental itself.
Thank you as well for your honest feedback regarding our team. While we're glad everything went smoothly, we'll continue working to ensure every interaction is as welcoming and helpful as possible.
We appreciate you choosing Lava Car Rental and hope to see you again on your next Iceland adventure.
Warm regards,
Lava Car Rental Team.
Very good
The entire process was handled smoothly, professionally, and courteously; the shuttle service to and from the airport was also pleasantly organized.
May 29, 2026
Unprompted review
Reply from Lava Car Rental
Hi,
Thank you for your kind review.
We are delighted to hear that you found the entire rental process smooth, professional, and courteous. It's also great to know that our airport shuttle service helped make your arrival and departure experience easy and well organised.
Our goal is to make the car rental part of the trip as simple and stress-free as possible, so it's wonderful to hear that we achieved that during your visit.
Thank you for choosing Lava Car Rental. We hope to welcome you back to Iceland again in the future.
Warm regards,
Lava Car Rental Team
Scam and Harassment
TLDR: we almost got scammed $9k and were violently harassed for days from Lava Car Rental.
If I could give zero stars I would. This will be long, just like the saga they created, but believe me, it’ll be worth your time. If nothing goes wrong with your car, Lava Car Rentals is fine- as shown in the positive reviews. But make no mistake, as soon as anything happens to your car rental, they will stop at nothing to claim negligence & incompetence on the renter’s behalf. They have zero reason to claim any wrong doing on their part bc they don’t gain any money this way.
We rented a car for 10 days & had been driving this vehicle with no issues for a week. While driving in a remote location, a warning sign flashed on the dashboard screen & then all of the lights came on. The car immediately stopped working on the freeway. Pedals stopped working & steering was minimal. We had to push it off the road to prevent a traffic jam. When calling for help, were immediately met with yelling & claiming we put the wrong fuel in the vehicle. We had been driving this car for a week at this point & have had no issue putting in Petrol into our Petrol vehicle.
We finally get in communication with their third-party mechanic that she sent out. He says his eta is 2 hours. At the 2 hour mark I ask for an updated eta & he says he took a wrong road & he will be another hour. We had to get back to our Airbnb for an emergency issue with our host (electric fire)& that we were still a 2 hour distance from our stay & couldn’t wait another hour. This was at 8:30pm. Eventually he said he could tow the car to our airbnb once he fixed it & explicitly said he did not think this sounded like a fuel issue.
We find a way back to our place and get a call from him a few hours later. He says that his mechanic on-site has found it’s a mixed fuel issue based on him smelling the gas tank. I asked him how he could smell mixed fuel & explained that we have receipts proving we never put diesel in the car. He becomes irate & starts yelling for over an hour. He said the receipts we have don’t matter & this is negligence on our end, so the insurance will not cover the fees and now he will not tow the car to us. By this time, it is 1am and he says we can hitch hike to get the car. He said he would bring us the car if we “click this link” and pay him for his services. Immediate red flag & felt like a scam. We have in writing from this mechanic, after his worker “fixed” the car there is no damage to the car & the vehicle is safe to drive. Under Lava Car Rental’s terms & conditions, there was no negligence committed since the car is not damaged. Unrelated note, I had an unknown charge on my card that same day so my bank locked my card which was a blessing in disguise.
We called Lava Car Rental the next morning & explained that this mechanic had no proof of negligence other than a “smell test” & he told us previously this didn’t sound like a fuel issue. Unfortunately, it was the same woman as before & she started yelling at us again. She gave us the same link & demanded us to pay $2,300 to get the car back. If we didn’t pay, we didn’t get the car. She also threatened our friend’s rental car (from a different company). Right after, I got attempted charges to my card, totaling over $9,000. My partner & I received dozens of calls & threatening messages from the mechanic demanding our money & that he “wouldn’t stop until it’s paid.” He sent personal information (bdays & address) about myself & my partner & threatened us repeatedly. I have pictures of his aggressive and hostile harassment documented. Just to be clear, we paid for our rental car for all 10 days when we only had it for 7 of the days. There was no damage to the car. The mechanic fees were covered under our insurance & we were not liable for any other fees.
Lava Car Rental scams their renters & works with a third party mechanic to fulfill this scam. They escalated this scam to threats when we refused to pay based on legal standings. This was not only unprofessional but entirely illegal.
May 14, 2026
Unprompted review
Reply from Lava Car Rental
Hi Leah,
Thank you for sharing your feedback.
We understand that experiencing a breakdown in a remote area is stressful, and we regret that the situation escalated into a dispute that left you feeling frustrated and unsupported.
We would, however, like to clarify several important points. The vehicle stopped due to fuel contamination, which the roadside inspection identified as being consistent with incorrect fuel having been added to the tank. This conclusion was not based solely on a "smell test" but on the roadside technician's inspection and findings after attending the vehicle. The symptoms observed were consistent with fuel contamination, which was identified as the cause of the breakdown.
We would also like to clarify that the roadside technician who assisted you is not a Lava Car Rental employee. He operates as an independent service provider and was dispatched to assist with the vehicle in a remote area. While the payment dispute that followed was understandably frustrating for everyone involved, we agree that some of the communication during this situation was not professional and does not reflect the standard we expect from our service partners. We are sorry for that aspect of the experience.
While we reject the allegation of fraud or attempted scamming, we do recognise that parts of the communication during this dispute became unnecessarily confrontational and should have been handled more professionally. Following this incident, we have reviewed the matter internally and taken steps with the external service provider involved to ensure that a situation of this nature does not happen again.
Regarding the recovery and repair costs, payment was requested for the roadside service that had already been carried out. The technician travelled a significant distance, attended the vehicle, diagnosed the issue, and restored it to a drivable condition. However, there was a disagreement regarding responsibility for the service and the resulting costs, which ultimately remained unresolved.
We would also like to clarify that the vehicle was ultimately left at the location and had to be recovered separately rather than being returned through the normal rental process. This created additional operational costs and challenges that had to be addressed.
As for the allegation of attempted charges, any amounts requested were related to the roadside assistance, vehicle recovery, and associated services following the fuel contamination incident. At no point was there any attempt to charge for services that had not been provided.
We understand that there was a genuine disagreement regarding responsibility for the breakdown and the resulting costs. However, we believe it is important that the circumstances surrounding the incident, the roadside intervention, and the handling of the vehicle are represented accurately.
Warm regards,
Lava Car Rental Team
Rude people trying to convince you…
Rude people trying to convince you about their right and you don’t get what you paid for.
We booked a Hyundai Tucson 4x4 gasoline - we got a plug-in hybrid with 0% of battery and no cable to charge it. This higher our fuel usage during the trip (average 12l/100km) and the car needed to be tanked multiple times due to the smaller tank. Engine was not powerful enough ( uphills even over 4000rpm). Their excuse was they use only plug-in hybrids without using electric unit. Do they even realize how plug-in hybrids cars work? 😂
On top of that the car was dirty from outside- full of bird poop (really huge ones ) , wipers did not work properly at all, the gummy part was jumping off and not cleaning the windshield correctly.
The steering wheel had to be kept on specific angle in order for the car to go straight.Do they really check up these cars ?
For the price that we paid this was really a fraud.
I don’t recommend the company- not fair and not trustful.
May 14, 2026
Unprompted review
Reply from Lava Car Rental
Hi Lukas,
Thank you for taking the time to share your feedback. We are sorry to hear that your experience did not fully meet your expectations.
Regarding the Hyundai Tucson, we currently offer plug-in hybrid versions. We always provide the vehicle with a full fuel tank, while the battery may not necessarily be charged at pick-up. From our experience, many travellers in Iceland mainly use the fuel engine, as the electric range on plug-in hybrids is relatively limited for longer road trips around the country.
That being said, the charging cable should absolutely have been available in the car if you wished to use the electric function during your trip. After checking internally, this was unfortunately a misunderstanding by a new team member, and we will ensure additional training is provided moving forward.
Regarding the exterior cleanliness, bird droppings can unfortunately appear very quickly in Iceland during the season, especially near coastal areas and the airport. However, we fully understand that this is not ideal to encounter on a rental vehicle.
For the wipers and steering alignment, we would gladly have checked and assisted with those issues during your trip if we had been informed at the time, as our team is always available to help when something unexpected arises during a rental.
Thank you again for your feedback, as it helps us continue improving both our vehicles and our service.
Warm regards,
Lava Car Rental Team
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May 4, 2026
Unprompted review
No issues good hire company
No issues, great car rental, hired Dacia Duster 4x4 in Iceland March 2026, friendly staff, no hassle, lots of help provided and guidance
March 29, 2026
Unprompted review
Reply from Lava Car Rental
Hi Kevin,
Thanks for sharing your experience. It’s great to hear that your Dacia Duster handled Iceland well in March and that everything ran smoothly for you. We’re especially glad our team could provide helpful guidance and keep things hassle-free from start to finish — that’s exactly what we aim for.
We hope to see you back in Iceland again soon.
Warm regards,
Lava Car Rental Team
Very poor and frustrating experience.
Very poor and frustrating experience.
Despite purchasing full protection insurance, I was given a car with over 108,000 km, with worn tires and clearly damaged tools. The wheel nut wrench provided was already worn out and could not properly grip the bolts.
When I had a flat tire, it was impossible to remove the wheel. Even a professional roadside mechanic struggled for around 20 minutes using proper equipment. The wheel was completely stuck and had to be forcefully removed. This was clearly not a normal situation and would have been impossible to handle alone, especially in a remote area.
I was charged 925€ for roadside assistance, and despite providing evidence (including video), the company refused to reimburse the cost.
This raises serious concerns about vehicle maintenance and the actual value of their “full protection” coverage.
I strongly advise anyone renting from this company to carefully check the condition of the tires, bodywork, and especially the tools provided for emergencies. Also, take detailed videos of the vehicle at pickup, as this may be essential later.
Proceed with caution when dealing with this company.
March 28, 2026
Unprompted review
Reply from Lava Car Rental
Hi Mario,
Thank you for sharing your feedback. We’re really sorry to hear about the difficulty you experienced with the flat tyre – we understand how stressful that must have been, especially in such conditions.
While our vehicles are regularly serviced and maintained regardless of mileage, what you described with the wheel being stuck and the tool not performing properly is not something we expect. It’s clear this was not a typical situation.
Our roadside assistance is there to help in these cases, and the fee reflects the nature of emergency services in Iceland. That said, after reviewing your case and the evidence you provided, we agreed that this situation was exceptional, and we have refunded the roadside assistance cost accordingly.
We appreciate you bringing this to our attention, as it helps us keep improving and ensuring our vehicles and equipment meet the standards our customers expect.
Warm regards,
Lava Car Rental Team
Quick Efficient Checkin and Checkout
Quick checkin and return process! Excellent drop off service! Helpful staff!
March 23, 2026
Unprompted review
Reply from Lava Car Rental
Hi,
Thank you for your kind words! We’re delighted to hear that you found both the check-in and return process quick and easy. Making everything smooth and stress-free—especially after a flight—is exactly what we aim for.
It’s also great to know our team made a positive impression and that the drop-off service worked perfectly for you. We’ll be sure to share your feedback with them.
We’d love to welcome you back on your next trip to Iceland!
Warm regards,
Lava Car Rental Team
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Hired a Qashqai for 5 days
Hired a Qashqai for 5 days. The car was great and allowed us the freedom to do what we wanted. The price was cheaper than other places but no difference in vehicle. I would recommend them to anyone.
March 13, 2026
Unprompted review
Reply from Lava Car Rental
Hi,
Thank you for your lovely review! We’re delighted to hear that the Qashqai gave you the freedom to explore Iceland at your own pace — that’s exactly what we aim for.
It’s great to know you found good value without compromising on quality, as we work hard to offer modern, well-maintained vehicles at competitive prices.
We really appreciate your recommendation and hope to see you again on your next Iceland adventure!
Warm regards,
Lava Car Rental Team
Everything went exactly as hoped
Everything went exactly as hoped. No problems.
March 1, 2026
Unprompted review
Reply from Lava Car Rental
Hi Robert,
Thank you for sharing your feedback. We’re very glad to hear that everything went exactly as hoped and that your rental experience went smoothly from start to finish. Providing reliable vehicles and an easy, hassle-free process is exactly what we aim for so our customers can simply enjoy their time exploring Iceland.
We appreciate you choosing Lava Car Rental and hope to welcome you again on your next trip.
Warm regards,
Lava Car Rental Team.
Debit card!
I don’t have a credit card, for most of the rentals youll need a creditcard.
But at lavarental, a debit card was just enough!
That helped me a lot
Also Great contact between company an I
10/10
February 18, 2026
Unprompted review
Reply from Lava Car Rental
Hi Quincy,
Thank you for your great review! We’re really glad to hear that being able to use a debit card made the rental process easier for you. We know that many travellers don’t always have a credit card, so offering the option to book with a debit card helps make renting a car in Iceland simpler and more accessible.
It’s also great to hear that you had good communication with our team. Providing clear and helpful support before and during the rental is something we always aim for, so it’s wonderful to know it made a difference during your trip.
We’re delighted that everything worked out so well for you, and we truly appreciate the 10/10 rating!
Warm regards,
Lava Car Rental Team
Fast and easy
Transfer from airport to car station is well organized. Smooth, fast and simple handover. Returning the car was just as quick and easy.
February 6, 2026
Unprompted review
Reply from Lava Car Rental
Hi Frifolin,
Thank you for your kind words. We’re delighted to hear that the transfer from the airport to our station was well organised and that both the handover and return process were smooth, fast and simple.
Being just 5 minutes from Keflavík Airport allows us to keep everything running efficiently, and our goal is always to make the car rental the easiest part of your trip — from arrival to departure.
We truly appreciate your feedback and hope to see you again on your next visit to Iceland.
Warm regards,
Lava Car Rental Team.
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Rented a Nissan 4WD from Lava Car…
Rented a Nissan 4WD from Lava Car Rental and the entire experience was smooth from start to finish. Pickup from the airport was quick and hassle-free, and the car was spotless and ready within minutes. The vehicle performed perfectly across Iceland’s roads, including longer drives, with zero issues. Drop-off was just as easy, even early in the morning. Clear communication, no stress, and exactly what you want when renting a car in Iceland. Would definitely recommend.
January 18, 2026
Unprompted review
Reply from Lava Car Rental
Hi Suriyaa,
Thank you so much for taking the time to share your experience with us — we’re really glad to hear everything ran smoothly from start to finish.
It’s great to know that the airport pick-up was quick and hassle-free, and that your Nissan 4WD was spotless and ready to go within minutes. We put a lot of care into keeping our vehicles modern, clean, and well maintained, so it’s brilliant to hear the car performed perfectly across Iceland’s roads, even on longer drives.
We’re also pleased the drop-off process was just as easy, even early in the morning. Our goal is always to make the car the easiest part of the trip, with clear communication and no unnecessary stress.
Thanks again for the recommendation — it really means a lot to our team. We’d be happy to welcome you back on your next adventure in Iceland.
Warm regards,
Lava Car Rental Team
Car hire
Quick professional transfer to pick car up and drop back to airport. staff on pick up and drop off very excellent, they made it all so easy and hassle free - l would highly recommend
January 8, 2026
Unprompted review
Reply from Lava Car Rental
Hi Stephen,
Thank you for your feedback. We’re glad to hear the transfer was quick and that pick-up and drop-off went smoothly. It’s great to know our team helped make the process straightforward and hassle-free — that’s exactly what we aim for.
We appreciate the recommendation and hope to see you again in Iceland.
Warm regards,
Lava Car Rental Team.
Picked us from the airport ( 7 minute…
Picked us from the airport ( 7 minute transfer)
A very nice man was the driver and receptionist and helped us with the key collection ( you should receive a number to get your key from a box)
Car was great and even came with 2 x ice scrapers.
Drop off was easy and speedy transfer back to the airport.
No complaints!
Unfortunately we left a pair of my gloves (Rab black) in the car.
If you read this and wish to return them please do, or if you see an employee wearing them I hope they appreciate them!
December 30, 2025
Unprompted review
Reply from Lava Car Rental
Hi Lee,
Thank you so much for your lovely review — we’re really happy to hear that everything went smoothly, from the quick airport transfer to the easy key collection and drop-off. It’s great to know our team made you feel welcome and that the car (and ice scrapers!) did the job.
Regarding the gloves, thank you for mentioning it here. Lost items do sometimes turn up, and we’d be glad to check for you. Please feel free to get in touch with us directly by email at info@lavacarrental.is with your rental details, and we’ll do our best to help.
Thanks again for choosing us — we hope to welcome you back to Iceland one day.
Warm regards,
Lava Car Rental Team.
Very good experience, I highly recommend.
Local car rental agency that knows the weather conditions of the country and provides you with exactly the model you choose. The video to reach the shuttle is very helpful.The staff is very welcoming, as are all Icelanders by the way.
December 13, 2025
Unprompted review
Reply from Lava Car Rental
Hi Dino,
Thank you for the great review! We’re pleased to hear that you appreciated getting the exact model you booked and that our local knowledge of Icelandic weather made a difference to your trip.
It’s also great to know that the shuttle video was helpful and that our team made you feel welcome — we’ll happily take that Icelandic friendliness compliment.
Thanks for choosing us, and we hope to see you back in Iceland soon.
Warm regards,
Lava Car Rental Team.
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Horrible
Horrible! Jonah the manager was completely rude to both my partners and I. They ‘upgraded’ our car to one with something broken on the underside of the car… we of course didn’t notice until driving away, since we arrived in the night and had to chisel our way into the car in the middle of the night since they decided not to start any of the cars in the lot… they of course charged us for their damage. Extremely unimpressed and completely unprofessional. Use any other car service. We rent cars for travel frequently and this by far was the worst experience.
December 20, 2025
Unprompted review
Reply from Lava Car Rental
Hi Kelsea,
Thank you for sharing your experience. We’re sorry to hear how disappointing this felt and we take feedback like this seriously.
We’re concerned to read about your interaction with our team, as respectful and professional communication is something we expect at all times. Your comments have been shared internally so they can be reviewed properly.
Regarding the vehicle, any upgrade is always intended to improve the rental experience, never to cause inconvenience. If a customer notices any damage or unusual issue — whether at pick-up or shortly after driving away — we always ask that it’s reported and photographed straight away. This allows us to address the situation fairly and transparently while the rental is ongoing.
As for night-time winter pick-ups, vehicles are not kept running in the car park. With several hundred cars on site, leaving them all running would be environmentally irresponsible and unnecessary. In cold conditions, this can mean cars may need a moment to get going, but they are regularly checked and maintained to ensure they are safe and roadworthy.
We understand how frustrating this experience must have been, especially for frequent travellers. If you’d like us to review the damage charge in more detail, we’d be happy to do so if you contact us directly with your booking information.
Warm regards,
Lava Car Rental Team
Photography trip around…
Our eight-day photography trip around Iceland was perfect, thanks in part to the team at Lava Car Rental. Everything—from the airport transfer to picking up the car, returning the vehicle, and the shuttle back to the airport—went flawlessly. Their support when we had an issue with a tire was also excellent and extremely fast, so all praise goes to the entire team, especially Joana. We will definitely see each other again on our next adventure in Iceland.
November 15, 2025
Unprompted review
Reply from Lava Car Rental
Hi Tomaz,
Thank you so much for sharing your experience. We’re delighted to hear that your eight-day photography trip went so smoothly and that our team helped make the journey effortless from start to finish. It’s great to know the airport shuttle, pick-up and return process all worked seamlessly for you — that’s exactly the kind of ease we aim to provide.
I’m especially pleased that our team could assist quickly when you had an issue with a tyre. We truly appreciate your trust and can’t wait to welcome you back for your next Icelandic adventure.
Warm regards,
Lava Car Rental Team.
One of the Worst Rental Experiences of My Life — Please Read Before Choosing Lava Car Rental
I rarely write long reviews, but what happened with Lava Car Rental during my trip to Iceland absolutely needs to be shared.
1. First Breakdown – Slow Response & Unhelpful Attitude
During the first incident, when our vehicle malfunctioned, I called Lava for assistance & spoke with Joanna. Her impatience was obvious even in our brief conversation. We followed her instructions & emailed the required information immediately. We received no assistance from her. Only 30 minutes later did another staff member call us —by which time we had already solved the issue ourselves.
2. Second Breakdown – Stranded in the Middle of Nowhere
Seven days later, our car broke down again in northern Iceland. We followed the same procedure & emailed all necessary documents. After 30min with no reply, we called Lava.A staff member told us another department would handle the matter and that we would receive a call within 30min. Another 30min had passed, we still received no call.We phoned again, hearing the same promise, yet receiving no follow-up for another hour.
Meanwhile, daylight was fading, temperatures were dropping, and we were completely alone in a remote area for more than 2 hours.
When Joanna finally picked up one of our calls, she claimed she had not received our email - despite earlier confirmation from her colleague. She asked us to resend everything but refused to stay on the line, even though we were in an unsafe situation with limited roaming credit.
It was one of the most helples moments of our trip.
About 30 minutes later, we finally received instructions to drive to a partner workshop. The mechanic examined the car and told us it had to stay overnight. We were told to return the next morning at 11 a.m.
3. Unexpected Charges & Confusing Instructions
When we returned the next day, the workshop informed us that we had to pay for the repair upfront. Confused, we called Lava again and were told, “Pay first, then claim later.”
This delay and miscommunication cost us an entire travel day, forcing us into a long 6–7 hour drive afterward with limited winter daylight.
4. Vehicle Return – Misinterpretation, Hostility & Baseless Accusations
At vehicle return, a male staff member inspected the car and confirmed it was in good condition.
When I asked about the reimbursement process, Joanna - who was sitting beside him - intervened.
Without inspecting the car or having any technical knowledge, she took a photo of the repair invoice & translated the Icelandic repair notes using her phone. She then incorrectly claimed the damage was caused by “strong wind,” which was supposedly not covered by insurance.
This was a completely false statement.
The document clearly stated: “Cause of damage was unknown.” There was no mention of wind or weather.
After I corrected her, her attitude became increasingly impatient and hostile. She told me to resubmit all the documents by email—even though she already had them. When I asked why I needed to send everything again, she blamed it on emails “falling into the junk folder." However, that is not the customer’s responsibility.
What shocked me most was that instead of answering my legitimate questions, she repeatedly accused me of being “rude.” I never raised my voice, never used harsh language, and remained calm the entire time.
As a customer, I couldn’t help but wonder:
Isn’t assisting with claims part of her job?
Why blame the customer for Lava’s email system issues?
How could a frontline representative show so little empathy, especially knowing we had previously been stranded in freezing conditions for over two hours?
5. Impact on Our Trip
We spent months planning what was meant to be a once-in-a-lifetime trip.
Because of Lava’s repeated failures: our itinerary was severely disrupted, we lost a full travel day, we missed key destinations we were excited about, & we experienced unnecessary stress in a dangerous environment
Iceland is a beautiful place, but this experience left a lasting & unfortunate stain on our trip.
FINAL THOUGHT: I Cannot Recommend Lava Car Rental
After everything we experienced—the delays, the contradictions, the lack of responsibility, & especially the hostility - we simply cannot recommend Lava to anyone.
A rental company should help you feel safe on the road. Instead, Lava left us stranded, blamed us for their internal issues, and treated us with disrespect.
This was a painful lesson, & I sincerely hope no one else has to go through the same experience.
November 15, 2025
Unprompted review
Reply from Lava Car Rental
Hi Mag,
Thank you for taking the time to describe your experience in such detail. I’m sorry to hear that your trip was affected by these issues — situations like this can be stressful, and I’d like to clarify how things unfolded on our side so the full picture is clear.
For the first matter you mentioned, we received your message and began looking into it, but about ten minutes later you notified us that the issue had already been resolved on your end. As no further help was needed at that point, there wasn’t additional follow-up from our team.
For the breakdown in Húsavík, your email did reach us but was unfortunately moved within our system by mistake, which delayed the reply. That shouldn’t have happened, and we’re reviewing our internal handling to ensure incoming messages are always answered promptly. Once the garage had inspected the vehicle, we informed you that we needed their assessment before advising on next steps — and as is standard across Iceland, workshops often require travellers to pay on the spot and claim back later. We understand this can feel inconvenient, especially when travel plans are affected.
Regarding the return of the vehicle, technical matters must be assessed by trained mechanics, and their findings are reviewed by our dedicated damage team. Our staff on site are there to guide the process, not to make immediate decisions or assumptions. We’ve also taken note of the concerns raised about the tone of the conversation on both sides. Our expectation is always that interactions remain respectful and calm, even when the situation is frustrating, and we’re reinforcing this with our team. We likewise understand that unexpected costs and delays can be difficult, and emotions can run high.
Thank you again for sharing your perspective. Feedback like yours helps us improve how we communicate and support travellers during challenging moments. If you’d like us to look into your case once more, please feel free to reach out directly and we’ll be happy to assist.
Warm regards,
Lava Car Rental Team.
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