I had booked with full insurance, but when I picked up the car, the contract did not mention any insurance. I asked the staff about the insurance and showed them my booking confirmation that included insurance. However, they told me that there was no insurance included. I tried contacting the customer service hotline and online support, but couldn't get through, so I had to buy additional insurance. Also, the return location was in another city, and they did not inform me that a password was needed to enter the return area. This resulted in me driving around the parking lot three times before I got out and asked the rental office for the password. I chose the airport location for convenience, but the whole experience was so rushed that I left my clothes and charging cable in the car. Terrible experience!