Reasonable price and overall satisfactory.

Satisfied

They picked us up from the airport promptly after a call, which was very convenient. After returning the car, the staff also drove us directly to the airport!

Extremely dissatisfied. We purchased comprehensive insurance on the platform, but when we arrived at the store to pick up the car, they tried to sell us additional insurance which we didn't buy. The employee, who was a young Chinese expatriate, had a terrible attitude and displayed no sense of service. When we returned the car, there were scratches that we were unaware of (we had photos for record), and they scolded us loudly. We had insurance, so it should have been a straightforward claims process for us. However, they insisted on using a different vehicle model on the claims form than the one we actually used. When I raised the issue, they took back the rental form. Since we didn't understand the process, we didn't pay much attention at the time. After returning to China, they said we were being troublesome. They also mentioned that the discrepancy between the allocated vehicle and the order was because we got a 'special deal' car, not a new car.

1. The airport shuttle has no Lovetrip Car Rental logo. 2. The staff are casual and poorly managed. They do not adhere to the agreed time, for example, promising to arrive in 5 minutes but actually taking 15 minutes multiple times. The store is often run by a couple who simultaneously run other travel booking businesses. The couple conduct cross-checks for pick-up and return inspections, where one person's inspection results are later overturned by the other. 3. Customers do not receive any copies of documents. In contrast, other companies provide copies of all signed documents, but this car rental does not. 4. The car inspection at pick-up is cursory, while the return inspection is extremely thorough, not missing even the smallest details. Other car rental companies usually have a policy stating scratches under a certain length are not pursued; this company does not. 5. After confirming everything was fine at the return inspection and completing the procedures, the customer is sent away. An hour later, the company contacts the customer via WeChat, claiming the fuel tank was not full and demands payment. If the customer refuses, they threaten to also charge for a 'scratch' from nearly two weeks prior that was supposedly waived, along with a refueling service fee. Before the customer boards their flight and after returning home, the company continues to attack the customer's character, defame them, and changes their statements, contradicting themselves. 6. The pre-authorization slip on the customer's credit card is not returned. 7. All customers are required to add the company on WeChat. 8. Regardless of the customer's situation, the company communicates via voice messages. Important information requiring confirmation and accuracy is not provided in text but through voice messages. Accusations and altered descriptions of facts are conveyed in text. 9. The car picked up was not a Corolla.

The worst car rental experience I have never had. Picked up car and noticed 4 damages on the car which are not noted on the report, although those damages are not major, they are still obvious to see. I took photos of the damages I can see. Unfortunately, I missed a tiny stain like dent in the windscreen, it was 7 o'clock at night when I picked the car up and the windscreen is somewhat dirty with water stain because of the rain. With normal eyesight, I wouldn't even see the dent. Surprisingly, when the owner checking the car on our return, within less than half minute, he walked around the car, didn't even mention the other obvious damages which I took photos already, but went straight to the dent and spotted it up accurately in HEAVY POURING RAIN!! I have to say he must have a kind of special power to see it through the heavy water, and wipe water off exactly the area where the dent is. Even after he told me the exist of the dent, it is no way for us to find it until he found a towel to dry the area up, and I have to lean as closer as I can to the windscreen (less then 10 cm) to tell if it's a stain or dust. I felt I was totally tricked for money. I have asked the owner to fix the dent and charge me with the receipt, this was to make sure he is not using this dent again to trick other innocent people. However he charged $102 right after we left, I still have not received receipt showing dent is fixed. If you are using this company, make sure you don't pick up car after 6 pm in dark, you have to spend time check extremely carefully, wipe the windscreen while you checking. Totally ridiculous dishonest people just wanting more money. I have been renting cars travelling all over the world in past 20 years, never had any issue. This is a lesson for me indeed! I have taken some photos of the dent, but can't even tell where the dent is when I come back and looked. (not obvious enough for camera to pick it up).