Compared to previous experiences with Hertz, where they insisted on recommending car rental insurance, had excessively long waiting times, and required an additional half-hour for paperwork after finally being served, this company is undeniably faster and more straightforward. Perhaps this is also because I purchased full coverage from the rental company, making the car pickup process hassle-free regarding insurance.
We are disappointed with Europcar's approach. Returning the car without a full tank was not intentional but caused by a vehicle malfunction. They focused only on rules and ignored the facts.
The process of picking up and returning the car was very smooth. Returning the car was almost instant. I received the return inspection report just as I was stepping onto the train station escalator. Europcar is trustworthy.
The service attitude was terrible. During the car pickup process, the female staff member was extremely rude to us. She was very polite when dealing with a white customer, but when it came to us, she was clearly impatient. After completing the procedures, we found that the airport pickup location was very far from the store. We walked there and discovered that the key was wrong—there wasn’t a single car in the parking lot we could use. We had to walk back to exchange the key. We explained the situation politely and asked her to replace the key, but she became very impatient, adamantly insisting that she hadn’t given us the wrong key. She claimed we went to the wrong parking lot and even told us to check the contract, sarcastically suggesting we couldn’t understand English (when it’s actually her English that was terrible, coupled with a heavy accent). After some back-and-forth, she made a call to her colleague to verify and realized she had indeed given us the wrong key. Without saying a word, she quietly exchanged it and continued to insist she hadn’t made a mistake. She went as far as to say we were too incompetent to find the car and that she was giving us a more easily identifiable one to accommodate our intelligence level.
Additionally, we rented an Alfa Romeo electric car but were given a Peugeot 2008 instead. The car was supposed to have a range of 300km when fully charged, but it was grossly exaggerated—the actual range was only 150–180km. Traveling from Rome to Pisa (330km) required two fast charges.
We’ve rented cars abroad many times, and this was by far the worst experience. Stupid Italy.
I originally booked an electric car but was worried about the range, so I switched to a gasoline car. The car was in great condition and I was very satisfied.
The insurance purchased through the platform is completely a waste of money. At the rental company, you have to buy their insurance again. If you don't buy their full coverage, they won't process the rental for you.
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