Quick checkout/ checkin but more clarity needed

The car available at Centauro was not the one we hired . We had hired a VW Touran 7 seats and the car given to us was a smaller one, Citroen 3008, 5 seats and we paid the same amount. We didnt like this.

We had to get a taxi to the pick up location due to the number of people waiting at airport for the bus and then had to queue for 2.5 hours to pick up the car. It was terrible!

long wait at the pick-up

On arrival in Faro, met with a Centauro representative. Directed a 5min walk to car park to get the shuttle bus. I thought Centauro was in the airport terminal, my mistake for not reading the small print. We waited in a queue for 40 mins for shuttle bus in the middle of the car park. I'm 30weeks pregnant, with no seats or wait area. We were also not informed of any of this wait time at the point of contact with a member of staff. After 40mins the shuttle bus collected us from the queue and brought us 6mile to the Centauro office to collect the car. We arrived to chaos. A huge queue, no communication from staff and eventually a 2.5hr wait. I was just thankful there was a filthy toilet to hand considering my pregnant state!! No staff could give us answers to wait times. We eventually arrived to the desk just before midnight. Got the car, paid for toll tag rental for the week, that wasn't mentioned in the initial booking but necessary on the A22 motorway. You will need to pay €12 for the tag and €1.80 per day. Then pay the actual toll on top of this out of the credit card. I was so exhausted by this point, i couldn't even argue with the frazzled staff member. We got the ca, took a video in the dark. Spotted a dent in the bonnet. Went back to the desk and he marked it on the form for us. Then faced an hour drive at midnight to our destination, on the opposite side of the road, pregnant, cranky and extremely tired. There were no apologies from staff for the wait, no explanation as to why the processes broke down. The sales people done nothing to speed up the process at the desk, still heavily pushing extras and full excess insurance etc. The man who served me didn't even try, he obviously took one look at me and knew it wasn't a good idea! Drop off was seamless at 8am a week later. No issues. Im still unsure if we just got a particularly bad night, but have read reviews since with similar wait times and experience. The price was great value but wouldn't use again.

Booking platform and information spot on.