This isn't the first time I've used Europcar. This time, I felt a bit misled. When I went to pick up the car, the staff had a heavy accent which made it hard to understand. They seemed to say my reserved car wasn't available and I had to get another one, which cost extra. In the end, I think I got an upgrade. It wasn't a big deal since I was traveling and there was a language barrier, so I didn't dwell on it.