I booked a V-Class but was given an old Vito instead. The oil warning light came on several times, the tire pressure was unstable and kept alarming, and the seats were dirty. Aside from the driver's seat backrest angle being adjustable, nothing else could be moved. The comfort level was extremely poor!
When we arrived, we were told that the reserved car model was unavailable. Originally, we were supposed to pick up the car at Terminal 1 of the airport, but we ended up waiting for 1.5 hours on-site for the car to be transferred from Terminal 4. We've rented cars abroad many times before, and in such situations, companies usually offer a free upgrade. However, this rental company told us that upgrading would incur extra costs. Not sure if this is due to Spanish rigidity or just this company's policy.
The staff at the Madrid pickup location had poor English skills, making communication difficult. We had booked a Renault Scenic automatic, but there were only two cars available when we got there. One of them was a local brand with a manual transmission, so there was really no choice. We ended up taking an Opel-badged diesel Mokka, which was in good condition with only 5800 kilometers, almost new. We found the return location on our own, initially going to the pickup point (pickup and return were at opposite ends of the airport) and mistakenly entering a paid parking lot. Fortunately, after asking for directions, we were able to return the car smoothly. Additionally, this rental company directly deducts a deposit, which is refunded after the car is returned. The refund process was relatively quick.
The car I reserved was not available. The upgrade was dirty and required an engine service I was not told about. When I called the office, I didn’t get any help. I had to pay out of pocket for some services on the car that should have been provided( clean, vacuum, ad blue...)
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