The car rental company is excellent.

This car rental experience was extremely poor, like a nightmare! I booked a Volvo XC60 SUV and arrived at the rental office early to pick up the car. First, they tried to sell us insurance, which we declined. Then, they gave us a sedan, claiming it was a similar model. We insisted that we had booked an SUV, and reluctantly, the staff brought out a Mercedes GLB. The appropriate counterpart to the Volvo XC60 SUV should be a Mercedes GLC, but the GLB is obviously not in the same category. The staff member said there were no other cars available. The signal reception at the pickup location was very poor, so we were unable to contact anyone. With all our luggage, we had no choice but to take the GLB and leave. Upon reaching the surface, we contacted the rental platform, Zuzuche, which promised to help arrange for a car swap in the next city. However, upon reaching the next city, despite Zuzuche's website showing availability of a Volvo XC60, they claimed there were none. I rented the car for 17 days and traveled through more than 10 cities but never got a replacement. Upon returning, I contacted Zuzuche's customer service, and they had the audacity to say that the Mercedes GLB and Volvo XC60 are in the same category. The industry consensus is that Audi Q5, Mercedes GLC, and Volvo XC60 are similar models. Zuzuche, however, stubbornly insisted that their rental office has the final say on what constitutes a similar model. Unbelievable! A clear case of big company bullying!

The service standard for guests who did not book directly on their website was not the same as for other guests. We booked two 7-seater SUVs, but the receptionist could only provide one at pickup. When we pointed out that there were actual 7-seater cars available, the receptionist said these were for other guests. What? What about our reservation? Aren't we guests too? No solution was offered in the end, and we had to take a 6-seater and manage the issue of insufficient trunk space ourselves. Additionally, when we noticed scratches on the car at pickup, the staff casually said it didn't need to be recorded. After we insisted on taking photos and making a record, the staff and their supervisor had a very poor attitude. The entire pickup process took over two hours and was extremely frustrating.

Good

I was very satisfied with the service we received from the staff. All the staff were all friendly and make the pick up & drop hassle free.

The booking was very streamline & the cost was lower than other cars advertised.