Overall, the car rental process was good. However, the store said they had no cars available when we picked up, and we waited outside for an hour.

Not crowded.

The staff forcefully upsold services and provided an inaccurate navigation address for the car exchange location, causing a lot of wasted time in searching and making international calls for help. We booked a Fiat but received a local Italian brand car instead, which was in poor condition and very dirty inside. I believe this issue is specific to Hertz Italy. Last time we used Zuzuche in France, we booked a Polo but got a C4 estate, which was much better. This time the experience was very poor. Additionally, we were stopped by the police right after setting off. Fortunately, the translated documents from Zuzuche and the original driver's license helped us pass smoothly, which proves the validity of the translated documents. However, it was quite a scare. If you have time, it’s recommended to get an official certification from the embassy or consulate for more assurance.

I rented an XC60, which is categorized as a mid-size luxury car. Upon arrival, I was told I could only choose between a Nissan X-Trail or a Ford S-Max. After unsuccessful negotiations, I had to settle with one of these cars. Do these two models qualify as mid-size luxury cars?

Hertz was great; they promptly helped us resolve any car issues during the trip.