good customer experience... car itself would not rent again

We chose to pick up the car at the Rome train station, which was very convenient. After completing the paperwork, a shuttle took us to the pick-up location. The staff was very efficient, and there was no waiting.

Ok overall

Very good

We waited for 90min after a 16h flight to receive our car. The car we booked wasnt available. Never mind, no guarantee for the booked class. The issue was the very long waiting time with not enough agents at the desk and IT systems that didnt work. Very tedious - have experienced way better in Italy even with the low cost rental companies. Our car got damaged and immediately after returning the car EUR 1400 was charged to my credit card. Without any information on the actual damage. I called the hotline, very rude and not helpful at all. In the end the guy just hang up the phone. Explained to me that the actual damage was below EUR 1000 after three weeks but refuse to return the outstanding monnies. BIG Mistake to book Budget.

Booked a Mercedes B class estate (or similar) got a Skoda estate which I was told was equal to a Merc... Thought I then agreed for the delta between used fuel and full tank, not a full tank so again was fleeced of an extra 50 euros. Price doesn't include VAT which is misleading. Kids' car seat pricing is a con as is the charge for an extra driver...