The lady at check in counter did not ask if we needed an upgrade. Kept saying you booked through a third party so we can not help you. Asked us where we were going and said in a sarcastic do not go on unsealed road. I said we never intended to. The other guy at counter said we could have an upgrade she said no I have already processed it.
The counter staff said they didn't have the model we had reserved in advance (Land Rover), but we saw our reserved model on site. Europcar insisted they couldn't find the keys for that car. Since we urgently needed a large SUV, we ended up with a Mitsubishi (a much cheaper model). A similar situation happened before in the USA, but Hertz there promptly gave us a replacement without any hassle.
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Car was perfect for our needs.
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