They insisted on selling me insurance, despite me repeatedly stressing that I already had insurance, and resorted to various threats and intimidation. Additionally, the vehicle was heavily downgraded to a very small car, which couldn't even fit our luggage.
The receptionist was a nice-looking guy with a friendly attitude, but he spoke very fast, and his Spanish-accented English was a bit hard to understand.
The staff's service attitude was okay, but their English had a bit of an accent. We ended up using translation software to communicate.
There was only one issue during the entire car rental experience: when picking up the car, we initially booked a Polo. However, the staff informed us of a new policy in big cities, where non-new energy vehicles (including hybrids, etc.) would incur a fine of 200 euros. We later verified this policy, but the staff only provided one alternative model, a Subaru, which required an additional payment of 280 euros. This increased the budget by over 1,000 RMB, and the car was significantly larger. Driving on narrow streets in city centers like Madrid and Barcelona became more challenging as a result.
Overall experience was great, with simple pick-up and drop-off procedures. However, it is essential to thoroughly inspect the car's condition during pick-up, take photos of any scratches, and ensure staff record them in the contract. Otherwise, returning the car could be troublesome.
During this trip, I interacted with staff from three different locations. While the staff was generally friendly, the process was quite troublesome. First, at the pickup location, the car I received was in poor condition, and I wasn’t informed in advance to carefully inspect and document it on the roadside. Meanwhile, I was constantly rushed by other staff honking at me, so I only realized after hitting the road that the car's system indicated it needed maintenance in 700 kilometers. I had to make numerous calls to the platform and visit a nearby location to address this issue. Eventually, I was told that the maintenance schedule didn’t follow the vehicle’s indicator but rather a separate internal marker within the car. Something that could’ve been resolved with a single call and a few words cost me an entire day of my trip. It was truly frustrating. However, thanks to having recorded a video during pickup, the return process went relatively smoothly. I must commend the platform here—although my plans were disrupted, their assistance was reassuring.
No phone contact available. My drone was left in the car, but I couldn't reach anyone except via email. If an accident happens, does this mean I also can't contact them for a claim?
The pricing is a bit unclear. An additional €95 fee was charged for the driver, which should have been included in the rental cost. Why charge an extra driver fee?!
The car they gave me was not full on fuel, and they didn't properly document it! The car's condition was poor, with lots of scratches and dents, which they also failed to record. Now that I've returned the car, they sent me a report claiming it was my fault, saying I didn't refill the tank and added scratches. Luckily, I took photos of everything as proof. Giving customers cars in this condition easily leads to disputes—it was a very bad experience.
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