This is my second time renting from Avis, and both times the cars provided exceeded expectations. The service was good, and most importantly, the car conditions were excellent, enabling a smooth trip.
Terrible attitude, did not accept the translation document, not even their own company's translation document. They insisted on the international driving permit. There were also two other Chinese customers renting, and the staff were aggressively pushing insurance, speaking very forcefully. In the end, it seemed they couldn't get a car either... I think this branch should be removed from the rental platform...
No upselling, received a quick pass email in advance, directly picked up the car at the store, and was informed about some precautions. Italian highways are divided into yellow, white, and blue lanes. Yellow corresponds to domestic ETC, white for cash, and blue for card payments. First, take a ticket at the entry point, then insert it into the toll machine at the exit and pay the amount displayed. It's quite convenient!
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.
The staff at the Florence city center had terrible attitudes and were impatient. No one assisted us with the car inspection during pickup. When returning the car at Bologna airport, the signs were unclear. We drove to the airport's arrivals parking, went inside to ask for directions, and wasted another 20 minutes to finally find the return location. There were many customers, but only one staff member was available.
The service was excellent, and the actual vehicle provided was a Q2L. The car failed to start once, which led to parking at a toll station and receiving a 60-euro fine. Other than that, everything went smoothly, and both pickup and drop-off processes were very seamless.
I had to wait 2h20 to pick up my car in Florence; I never experienced this. They had many customers but it seems to be a known problem. Why then don’t they make it a better experience? They could have at least reduced slightly the overall costs as I could not pick up the car at the right time because of this issue.
Additionally, they charged a large amount of money on my credit card and now 2 days later I still did not get a refund. Note though that the staff was helpful and courteous though visibly missing some personnel (and at lunch a few desks were empty, I guess for the lunch break ... but with many, many guests including me waiting for hours).
One good point though was that the staff at the airport (drop off location) was very quick and efficient.
There was an Audi A3 in the garage, but they insisted on giving me a Citroen C3. How can that be the same? Moreover, they charged €71.54 and I still don't know if I can get it back. I returned the car with a full tank of fuel.
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.
The vehicle was in very poor condition, full of scratches. Make sure to take photos as evidence. The service was also bad, especially at the pick-up location where the staff were very rude.
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