Acceptable

This order involved picking up the car at the Granada store and returning it in Seville. We booked a Polo but ended up with a hybrid Yaris. The car was average, with poor power, though overall acceptable. Another order involved picking up in Madrid and returning in Granada. It was a disaster. Europcar's customer service told us that the key box was at the entrance of the Granada train station (it was actually in the parking garage), causing us two girls to drag our suitcases to the office only to find nothing. When the office reopened at 4:30 pm, we had to waste more time returning the keys. They later claimed we were late returning the car and wanted to charge us (though after some communication, they did not), but then they charged us 22 euros for parking because we didn't park in the designated spot! Despite calling to ask about the key box and designated parking, we received incorrect information and ended up paying the price. Rentalcars was not helpful in addressing the parking fee issue, very frustrating! Never renting from Europcar again! If you want trouble, go ahead!

The police did not accept the license information provided by the car rental company online, and held the rental company responsible. However, the rental company shirked their responsibility.

Terrible experience, they tried to upsell which was already bad, but they also didn't have the car we reserved and ignored our reservation. They took advantage of our language barrier, and ultimately ignored customer service and canceled our order abruptly. Our group of four was stranded in Granada.

Europcar was very bad. I booked a manual car on Zuzuche.com, but at the location, the staff recommended an automatic car with an additional 10 euros per day. Considering the narrow roads in Europe, I accepted the upgrade. Since it was an upgrade, I only confirmed the upgrade fee and didn't look through the contract thoroughly. Who would have known that when returning the car, the upgrade fee turned out to be 20 euros per day. Without my consent, they had also added glass insurance and associated taxes, making the final bill double the original cost. When we realized the problem, we contacted the return location, who communicated with the rental location. Since the relevant staff wasn't working that day, we agreed to resolve it the next morning. We called at 9 AM, but were told the staff hadn't arrived and asked if they should call us back. Trusting them, we waited for their call, but they never contacted us. When we tried calling back multiple times, no one answered, and it kept going to fax. We never had a chance to verify the situation with the responsible staff member. Later, we checked reviews from UK and US customers and found similar complaints, indicating a widespread issue with honesty and integrity at this company. Out of the four car rentals I booked on Zuzuche.com, three were in the US and were excellent, but the experience in Spain was very disappointing.