Bilbao-Rheine-Bilbao

The reserved car was not available when we arrived at the store. We were given two options: a free upgrade to a Mercedes Benz van or a small manual car. On the narrow streets of Spain, driving the Mercedes van was impossible, and with two large suitcases, we couldn't fit our luggage in the manual car. Essentially, we were given two unusable options. After almost 3 hours of back-and-forth communication, they finally agreed to get a car from another location, and our luggage could barely fit. The car we got was a downgrade (a small Kia), but it only cost us 20 euros less. The entire process was extremely frustrating, and if it weren't for our necessary travel plans, I would have canceled the rental right then and there.

The reserved car often differs from the one actually picked up. Although we purchased insurance when booking, we were forced to buy additional insurance at pickup.

Mostly satisfied

Free vehicle upgrade, car in good condition, convenient procedures, easy to find location. No need to wash the car, and the deposit is refunded quickly.

The rental car store is in an underground garage with no markings, and the GPS address is inaccurate, making it very difficult to find. I booked a BMW 5, but they gave me a BMW 3. We had 4 adults, 1 child, and a lot of luggage, so we specifically chose a larger car. But there was only a BMW 3 series available, with a much smaller trunk that couldn't fit all our luggage, and there were no other cars to choose from. How can these two models be interchangeable? After struggling for 3 hours, we switched to another rental company at a different location and finally got a car, but we had to pay extra in the end.