Inadequate and frightening

Got to the pickup location early but they wouldn’t let me take the car in advance, even though I’d already chosen the earliest pickup slot for that branch. No idea why they had cars at the airport but still wouldn’t release one before my time. Ended up sitting there for about an hour before I finally got the car. That said, the staff were actually really nice – no hard selling, no hidden fees. When returning the car, I had to park in a parking garage and it was already after closing time, so the key drop box was pretty hard to find. I had to ask people in a local supermarket and staff from other rental companies before I figured out where to leave the car and keys, but once I got there the return itself was quick and hassle-free.

Pretty good.

Satisfied

Great staff on site at Florence airport

Responsive to questions ahead of pick up

Counter staff were horrendous. We had planned on adding a driver and potentially taking out extra insurance. The counter staff scoffed at us when she found out we ordered a panda. "good luck" was the response when she saw the buggy and intimated it would never fit. She also used the words "up sell" constantly without giving any insight into what we were getting in the up sell, just that we had to have it in order to get xxx. I work in tech sales and I would never ever tell a client "oh in order to get xxx you need to buy an upsell" invest in a consultative sales team. If the staff had of said something like "we can't offer xxx on the base package unfortunately, but we can upgrade you for £xx and you will be able to get what you want plus all these other benefits" the experience would have been far better.