This store aggressively pushes insurance products. I don't think I will choose this company again next time, and the car provided was also different from the one I originally booked.
The Madrid Chamartin store charged me a fee even though I returned the car with a full tank. Why are they charging me when the tank was full upon return?
The staff at the pickup counter insisted on upgrading the car type, citing the luggage being too large to fit in the car, which felt like a forced upsell. Overall, not very satisfied with this rental experience.
The overall service attitude was acceptable, but the vehicle had many small dents and scratches, some of which were not recorded in their system. Luckily, I took photos as evidence during pickup, otherwise they might have tried to attribute those existing damages to me.
They keep pushing insurance sales and claim that the insurance you purchased domestically is unreliable. They also recommend paying extra for a better car model. Just stick to your original plan and options and ignore their suggestions. The car had many scratches, probably because I didn't buy their insurance, and they didn't confirm the vehicle's condition or exterior with me. The car's exterior was also not cleaned properly.
Overall, it was okay. It took about an hour to get the car at the store. There was only one staff member who didn't speak much English, working very slowly and trying to upsell additional insurance. When renting the car, you have to go to the B2 parking garage to locate the vehicle yourself and figure out how to connect Bluetooth and set up navigation. Midway through, I tried to contact the rental company about return details, but the call had endless automated messages, and no one answered.
I scheduled a car pickup for 1:30 PM, but due to the large crowds during the Spring Festival, after completing the paperwork, the car was still not ready. I ended up waiting for over an hour and finally got the car close to 3 PM.
It's okay, but they only stick to their job responsibilities and ignore unrelated issues. This does show they are professional and keep work and personal matters separate.
We arrived three hours earlier than our original pickup time (booked for 11:00 AM, but we got there at 8:00 AM). The staff first asked if we wanted to purchase additional full insurance. I said we already had it, and then they informed me that the car I booked wasn’t available. They suggested switching to another car but asked for an additional cost of nearly 200 euros. I declined and was then told I had to wait for the full three hours. I suggested an earlier pickup and return, but they flatly refused. Even at 10:50 AM, when I proposed handling the paperwork and waiting until 11:00 to pick up the car, they still refused, claiming the keys weren’t delivered yet and insisted that I wait until exactly 11:00 AM, not a minute earlier. However, the keys didn’t arrive anyway, and the car wasn’t even the model I originally booked. It felt like they were trying to punish me for not purchasing additional insurance or upgrading. They kept emphasizing compliance with the rental contract terms, even claiming that me standing in front of their store affected their work. It was ridiculous! Such a large space, yet they were clearly being deliberately difficult. I’ve rented cars many times both domestically and internationally, and this is the first time I’ve ever encountered something like this. While they technically had the right to do so, it showed a lack of basic decency. (Additionally, the rental introduction mentioned a €16 charge for driving into Portugal, but they actually charged €30. I plan to resolve this with the rental platform.)
Overall, it's okay. However, I hope customer service can assist with one issue. They charged in HKD because my credit card was issued by a Hong Kong bank. At the time, I specifically told them not to use HKD as the exchange rate is much worse, but they still used HKD for the authorization. Customer service, please help contact them to see if they can charge in EUR and cancel the HKD authorization. I have already sent them an email as well. Thank you.
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