SURPRICE RENT A CAR - Malpensa Airport Information, Car Rental Instructions & Policies

El coche estaba sucio (papeles) y se me cobró la limpieza despuesd de devolverlo

Actually, there is no Surprise rental car. The actual rental company is Autoone; Surprise is just a brand name. There are three receptionists during the day, and the procedures are quite extensive. They kept recommending the very expensive full insurance. The car was not the small one we wanted, but a compact Opel Astra, and there was no explanation for the change. When picking up the car, no one inspected it with us. They just said to take photos of any issues for records. There was a notice at the front desk that there would be a €22 cleaning fee if the car was not returned clean, which was not mentioned on the rental platform. A €900 deposit pre-authorization was required. When returning the car, there were no issues found, and I requested the deposit hold to be released immediately. The staff agreed and operated the computer to send an electronic receipt. However, the deposit was still not released even after I returned home more than half a month ago; I don't know the reason.

Dealing with the accident was very painful. When we called, they asked us to call road assistance, but the customer service was in Italian. Being stranded in the middle of nowhere was really frustrating.

The full insurance purchased from Zuzuche was not recognized, so I had to buy full insurance again. The reserved car was given away by the system, and eventually, I got a manual transmission vehicle.

The actual rental company was a small local Italian company. Overall, it was pretty good, the staff were very friendly, spoke good English, and communication was quite pleasant.

The specified model was unavailable and was replaced with a cheaper Opel, but the condition of the car was good.

The service attitude was extremely poor, the waiting time was very long, and the staff were slow and inefficient. When returning the car, I waited for more than half an hour, but no one came to assist. I communicated with the staff, mentioning that I needed to catch a flight and hoped they could expedite the process, but the staff rudely told me that missing the flight was my problem and that I should have allowed enough time for the car return. I had already waited for more than half an hour; how much more time is considered sufficient? This was the worst car rental experience I've ever had abroad. Additionally, when I picked up the car, it had long scratches and dents. I mentioned this to the staff, who said it was fine, and I did not record it, assuming they had. However, they hadn’t noted it either. When returning the car, they tried to blame me for the scratches. Thankfully, I had purchased full insurance, so they stopped arguing when they saw my coverage. If not, it would have been another hassle. I highly do not recommend this car rental company! Regarding insurance: although the rental fee seems cheap, buying full insurance on-site is double the price compared to purchasing it online. I didn't buy it online and regretted it greatly.

The service attitude was extremely poor, and the waiting time was very long. The staff were slow and inefficient. When returning the car, I waited for over half an hour and no one came to assist. When I communicated with the staff that I had to catch a flight and hoped for quicker service, they rudely told me that missing my flight was my problem and that I should have allocated enough time for returning the car. Come on, I already waited for more than half an hour, how much more time is considered sufficient? This was the worst car rental experience I've had overseas, bar none. Additionally, when I picked up the car, there were long scratches and dents. When I mentioned the condition of the vehicle, the staff said it didn't matter. I was a bit careless and didn't document it, but it turned out the rental company didn't note it either. When I returned the car, they claimed the car body was damaged. Fortunately, I had purchased full insurance, and when they checked my insurance details, they stopped talking. Otherwise, I likely would have had to argue endlessly. In short, I highly do not recommend this car rental company! Regarding insurance: although this rental company has cheap rental fees, buying full insurance on site is twice the price compared to buying it online. I didn't buy insurance online, which turned out to be a costly mistake.

The order amount was 47.50, but I paid 69.74 at the store. Now, looking at the invoice, everything is written in English except for an extra charge [cleaning fee] which is deliberately written in Italian.

Extremely frustrating, they forced additional sales. After an accident, they charged 1200 euros but refused to provide a repair list.

There was no service, the rental staff kept pressuring me to buy insurance. I told them I already bought it, but they said they couldn't see it in the system. One male employee even yelled at me, asking why I didn't trust him and instead asked the passenger next to me. It was ridiculous, their attitude was horrible. After a while of confrontation, his attitude finally changed. There were clearly Jeep cars in the store, but they gave me a Suzuki and said it was similar. Truly speechless.