The rental company staff were very polite, and the pick-up and drop-off process was relatively smooth. However, at the counter during pick-up, they tried to upsell us on personal insurance, and the final bill at drop-off included an unclear tax charge that needs further discussion.

Initially, we had a pleasant chat with the lady at the counter, but when she checked the computer, she said there were no cars available and offered us a downgrade to a Polo for the four of us. We explained that we couldn't fit four people and two 28-inch suitcases, and she suggested making two trips to shuttle people and luggage. Finally, a teammate went to the parking lot, found the reserved car that hadn't been cleaned, waited for the cleaning, and then took the car. Felt that car rentals in Europe are very unreliable; reservations don't seem to help.

Asked an Italian friend to help with the process, they explained a lot, it was pretty good.