Definitely will be back and rent another car

No queues, the front desk guy spoke great English and explained the insurance details proactively. No additional insurance was added.

Average

Mandatory insurance

No vehicle choice, did not match the booking, forced navigation fee

This car rental experience was a disaster. I wouldn't even give them one star!!! It's a miracle Europcar hasn't gone bankrupt yet!! We booked a Volkswagen Golf in Frankfurt. The staff didn't enter our order into the system, and the car they gave us was broken. We didn't check carefully when picking it up and only realized the door wouldn't lock after reaching Heidelberg. Problems can happen, but what disappointed us most was Europcar's terrible service attitude. They completely ignored us. I asked the local Europcar in Heidelberg to change the car, but the staff just gave me the runaround, saying there were no cars and that our order wasn't in the system, telling me to fix it myself. The repair shop they directed me to said they didn't have the parts and couldn't repair it, advising us to go back to Europcar. Holding back my anger, I went back, and the staff just said, 'Oh, there's nothing I can do.' Is this really an attitude for solving problems??? Unable to endure it further, I contacted Zuzuche's customer service. Europcar's staff even refused to take their call!!! Do they think they can bully Chinese people easily? Finally, we drove to Stuttgart's Europcar to change the car. Initially, the local staff said yes and took my keys. But when I asked for a new car key, he changed his mind, saying our order wasn't in the system and he couldn't give me the key. I had to call headquarters and negotiate for a long time, waiting forever for them to enter the order before I got a car. And the replacement car wasn't even automatic (clearly stated in my order and repeatedly emphasized to the staff). Due to Europcar's staff mistakes, laziness, arrogance, and the car's issues, we wasted two whole days of our trip. I hope everyone can be cautious and not give money to such unscrupulous companies.