Both renting and returning the car went smoothly. There was no push to buy insurance. We had a minor scratch when returning the car, but the staff didn't charge us for it, which was a relief.
The return service was acceptable, but the pick-up in Madrid was problematic as we arrived at 12:30 AM and no one was working. The next day, they gave us a hard time and refused to accept a Chinese credit card for the deposit, wasting hours of our time. It was a terrible experience with very rude staff.
1. The rental process is clear and well-organized. The return process is simple and fast.
2. The rental and return locations are very obvious and clear.
3. Deducted one star because the waiting time on the English helpline was long, and the customer service later hung up the phone. (Partly could be our bad phone signal)
It was extremely slow. There were only two people ahead of us, but it took about an hour and a half from the start of the queue to getting our car keys.
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