Dealing with the accident was very painful. When we called, they asked us to call road assistance, but the customer service was in Italian. Being stranded in the middle of nowhere was really frustrating.
Cars are not well looked after. The first car they gave me had a flat tire and they didn't even believe me when i reported it. They have a policy that customer should return the car clean inside out and if not there is a 20€ charge.
The actual rental company was a small local Italian company. Overall, it was pretty good, the staff were very friendly, spoke good English, and communication was quite pleasant.
They said my driver's license translation was expired and refused to rent the car unless I paid extra. It wasn't really about the license; they were just looking for ways to charge more.
The service attitude is quite good, but the location of the rental office is inconvenient to reach, only accessible by the rental company's shuttle bus.
Actually, there is no Surprise rental car. The actual rental company is Autoone; Surprise is just a brand name. There are three receptionists during the day, and the procedures are quite extensive. They kept recommending the very expensive full insurance. The car was not the small one we wanted, but a compact Opel Astra, and there was no explanation for the change. When picking up the car, no one inspected it with us. They just said to take photos of any issues for records. There was a notice at the front desk that there would be a €22 cleaning fee if the car was not returned clean, which was not mentioned on the rental platform. A €900 deposit pre-authorization was required. When returning the car, there were no issues found, and I requested the deposit hold to be released immediately. The staff agreed and operated the computer to send an electronic receipt. However, the deposit was still not released even after I returned home more than half a month ago; I don't know the reason.
This place is super budget, be warned! Hard to find from the airport. You need to ring the company to tell them to pick you up. Go to departures and outside to wait outside door 17, where the van marked ‘auto stop’ will collect you.
Once there, they will try to charge you a cleaning fee for the car (€22) so factor this into the price.
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