We chose to pick up the car at the Rome train station, which was very convenient. After completing the paperwork, a shuttle took us to the pick-up location. The staff was very efficient, and there was no waiting.
1. The processing office is not located in the parking lot, and no one informed us. 2. The processing time took up to three hours! 3. We were told the reserved Mercedes A-Class or equivalent was unavailable, and only a Mini was available. We didn’t accept it, and they recommended a higher-class Hyundai SUV (forgot the model, a mid-size SUV), which was much more expensive (double the price). We repeatedly asked if there were other options, but ended up having to upgrade at a higher cost. Very poor experience! We booked well in advance and insisted to customer service that our requirements be met, but the outcome was disappointing! What’s the point of choosing a model upfront if this happens? In Vienna, our car was switched to a Volvo, which we could accept. A Mini is hard to drive and too small; it couldn't hold our luggage. Italian service is far worse than Vienna's! 4. Everything else went smoothly.
Additional fees applied when we picked the vehicle up including a 'one-way service fee'.
Prepay fuel fees were for a larger vehicle that we ended up not receiving, but we were billed the higher amount anyway.
Overall, around £30 in surprise fees.
Won't be using again.
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