Car was not full of fuel despite us being told the policy car is full return full on your return. Skeleton staff due to low season so had to wait a while to be served
This time, I placed two orders with this company, both at the same location in Rome Fiumicino Airport. After returning the first car, I immediately picked up the second one, so I have a fairly comprehensive experience. First, the satisfactory aspects——
1. High cost-performance ratio. The first car was a small SUV rented for four days; the second was a medium-sized SUV rented for eleven days. According to the price comparison on the rental website, although not the absolute lowest, it was the cheapest among companies rated over 8.5 by users. There were cheaper options, but with lower user ratings, which I avoided.
2. Convenient pickup and drop-off. The company's counter is connected to the terminal, and all car rental companies are in the same hall. The pickup and drop-off parking area is at the same location and also connected to the terminal.
However, there were many unsatisfactory aspects, mainly due to unregulated and inattentive service.
First, the pickup process was unpleasant. When picking up the first car on the evening of April 25th, around 9 PM, the female attendant at the counter asked for an international driving license. I was surprised—according to clear instructions from the rental site, as a Chinese national, I only needed my domestic driving license and its Italian translation notarized with The Hague Apostille. She seemed dubious and took photos of my license and notarization to send to the company translator. The translator must have confirmed my validity, so she stopped pushing the issue and started promoting insurance. After I declined, she threatened me, saying, 'Can you guarantee your car won't get a scratch? Any minor scratch, and you'll owe hundreds of Euros.' I still refused, which left her visibly annoyed. Contrarily, when I picked up the second car, the male attendant only looked at my domestic license without even asking for the notarization. Due to the poor security and traffic conditions in southern Italy, I decided to buy full insurance. He quoted 800+ Euros and 500+ Euros options, but I refused both due to the high cost. He wasn't bothered at all.
Second, there were issues at the parking area during pickup. During the first pickup at around 9 PM, no one was in the parking area. After walking around and yelling with no response, I had to call the counter. It took over ten minutes for someone to come and give me the keys.
Moreover, the return process was also unregulated. After completing the paperwork at the counter, the contract is sent to the company's internal site and the customer's email. The customer has no physical proof and must find a staff member in the parking area, who will hand over a random car of the same class based on the contract. If the customer struggles with the language or communication, the car received depends on luck. Good communicators can pick a more suitable car from the available ones.
Third, some issue emerged with the second car reservation. I booked a medium-sized SUV, specifically a BMW X3 or equivalent, but the staff claimed my contract was for a lower class, and there were no BMW X3 or equivalent cars available. I ended up choosing a Ford Kuga because of its large trunk and it seemed the best among three or four available cars.
Fourth, the lack of thoroughness was evident again. During the first pickup, it was late, and I didn't check the car thoroughly before driving off. On the road, I realized the fuel tank was significantly less than full and took a picture. When returning, the staff admitted the tank wasn't full and promised to refund the extra fuel from my deposit. The deposit was returned, but I haven't received the fuel refund.
Additionally, during the second car pickup, I mentioned booking a BMW X3 or equivalent. The staff told me to check the contract in my email, only to find the front desk staff had misspelled my email address, missing a letter. Although the staff corrected it on the spot, I never received either rental contract.
there was no shuttle working and no notification that that was the case. i hate to walk in the heat with a huge suitcase and a toddler. upon arrival there was an issue with the customer in front of me and i waited 45 minutes to be taken care of. the upgrade to cover the car was outrageous.
About QEEQ:10.0/10
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