Except for some difficulties finding the pickup location, everything else was great

Caro might not be a large company, as they do not have a dedicated counter in the Munich airport terminal. Their office is a few minutes away from the terminal, but this does not affect their service quality at all. Staff members were already waiting at the agreed meeting point at the scheduled time. The car was a new one with only 3000 kilometers on it. The paperwork was completed swiftly, and the staff was very thorough and enthusiastic in their explanations. The return process was equally high-quality. The phone customer service was top-notch, with high efficiency in resolving issues. The high-quality and efficient service combined with low rates makes their overall rating higher than big companies like Hertz and Europcar that I have worked with before.

Great company and the car was good. The only issue is the lack of transparency in the charges. I rented the car for an additional two days on-site, returning it on April 14. On the 16th, the originally reserved amount was charged. The extra two days were charged through two separate transactions the following month (one for over 600 USD and a refund of over 500 USD). Additionally, there was a 100 EUR prepayment on June 3. I don't understand why. Such arbitrary preauthorization abuse raises concerns about customer protection.

Overall quite satisfied, good value for money. The only inconvenience was that there was no office at the airport; we had to go to a designated location and then call the office to have them pick us up. This wasted a bit of time, as we waited for half an hour before getting a ride to the office. Picking up the car was smooth; they just checked my driver's license and charged an 800-euro deposit. Since we were heading to Eastern Europe, they gave us a Volvo V70 station wagon. Apart from being a bit dirty, the car was in great condition, relatively new, and the trunk comfortably fit four 28-inch suitcases. This car accompanied us throughout our 12-day journey, and we were very satisfied! Returning the car was also at the designated office. There is a gas station nearby where you can fill up the tank. Hand the keys to the staff, they do a quick check of the car, and then they had me sign to complete the process. We waited for about half an hour for the shuttle, and then got to the airport smoothly.

After arriving in Munich, we called CARO customer service from the Starbucks near customs. The customer service asked for our exact location at the airport and said an employee would pick us up since the office is a bit far from Munich Airport. We waited about 20 minutes for them to arrive. We booked a manual diesel Passat wagon or similar, but we got a Mercedes C180 wagon instead, likely because of the emissions scandal with VW. The car was very new, with less than 10,000 kilometers, and we were very satisfied. However, it was switched to a petrol car that runs on 95 octane, which made the fuel more expensive. The staff was very thorough during pickup, carefully noting all existing scratches on the car. The in-car navigation system was very convenient with English voice prompts, so no need to change settings (unlike our previous rental in France where the system was in French and we couldn't change it to English). The QEEQ navigation was slow in finding satellites, and some addresses were not found, so we relied on the car's GPS and Google Maps. During drop-off, we faced some issues because we aimed to reach the airport early for tax refund and shopping. We called the day before to arrange a 7 am drop-off, but the gas station near the office opened at 7 am. The prices were higher than the market rate, but we didn't need much fuel. After refueling, we returned to the office, but no one was there. We called again and were told someone would arrive in 7 minutes, but it took nearly half an hour for an employee to return from picking up another customer at the airport. He was short-staffed as his colleague didn't show up, so he called a friend to help. The return process was finished around 8 am, and he drove us to the airport in the rental car, unlike the shuttle bus used during pickup. If you are catching an early flight, allow extra time. Initially, we set the pickup time as 6:30 am and the drop-off at 1:30 pm, but the actual pickup was at 7:00 am, and we arrived for drop-off at 7:00 am but had to wait for service. We effectively lost a day of rental, but we were in a rush and didn't argue as they didn't even use a computer for the return process, relying on the printed documents from pickup.