Other customers (regular Europcar clients) take 5-10 minutes. Our family rented two cars, and it took a total of 1.5 hours! I have records, feel free to verify! There was no line, just very slow processing! For the child seat, they told us to just go directly. When inspecting the car, there was no one in the office; we waited for over ten minutes. When we returned to the front desk, they said the person had gone for lunch!
Picking up the car was quite complicated. First, they didn't have the car model we booked and kept pushing us to upgrade. The rental company even had a Chinese-speaking person call us to persuade us to upgrade. After we insisted on not upgrading, they initially said there were no cars and we'd have to wait 30 minutes. I agreed to wait, but then the customer service representative disappeared. After half an hour, they still hadn't returned, so we had to find another representative to finally get the keys. When we went to the parking lot to pick up the car, the attendant wasn't there either. We waited around 20 minutes without seeing anyone. Since we were in a hurry, we inspected the car ourselves and left as there were no issues.
The car provided did not match the reservation. The description mentioned it could fit three suitcases, but it could only fit one 24-inch suitcase and one 20-inch suitcase. They kept trying to upsell me on car and insurance upgrades. The car had many scratches on the driver's door.
Insufficient reminders about the terms of service caused some misunderstandings later on.
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