I felt ripped off and taken advantage of by Firefly.

All cars were junk. Seems to be the way in Italy, other people with me refused first offered cars too. Dreadful.

I pre-booked and pre-paid for a mid size car (Ford Fusion)a number of months in advance and was told when I arrived that you only had a compact car available (VW Polo). This car would not fit my family and suit cases, so I had to argue with your representative for 15 minutes before finally getting a Renault Captur. It caused a lot of stress and resulted in a bad start to my holiday

Although the scores reflect positively on Firefly, they are very misguiding to my experience with them. We had a situation where the valet service we used to park the car had lost our key. No 24 hour line to call and no help offered. We were fortunate the valet staff went above and beyond to help getting us back to our hotel and carry on our plans the following morning by offering to be our 'taxi' until the key was returned which they chased up. Firefly offered no assistance at all nor showed any concern that a key to one of their vehicles was missing.

Dealing with the counter staff was a terrible experience.

Car was what I expected and staff were helpful and friendly.