Downgraded with no reason

We read a few comments on different sites with displeased customers, but found our experience very straight forward. No up selling of features a bonus!

Easy online booking and rates much more reasonable that the rental car sites.

dirty windows, inside, outside. dirty car.

Waited over 2 hours to rent the car. They charged my card over $1500 for insurance when I told them my credit card covers any additional accident protection. When I rented the car, I explained I would be returning the car on thurs July 25, not sat July 27. They said I would still have to pay till July 27th even though I returned it 2 days earlier. I want those two days refunded back to me, not a good way to do business

The online process was fine, didn’t realize the nightmare I would face using surprice in Lisbon !

The location is hard to find as it is hidden at tithe back of a large building housing two car dealerships and a gym in addition to the rental place. I waited 2hrs 43 mins for vehicle pick up. There were only 4 bookings/groups of people in front of me. No cars came in during this period (ie I appears the delay was all office/admin related). We were all standing outside the office in the open. There were 3 seats (tho I was able to sit on my suitcase). No water. No coffee. No A/C. The staff did not make eye contact once so it felt like we were invisible. The folk in front of me had travelled from Italy; those behind from Australia and we had travelled all night from Canada. One group had a newborn. When I asked if I could drop off a touch later than scheduled as I was getting the car late the service staff were INCREDIBLY rude. I did not speak again (except if asked a question or addressed) for fear of some form of retribution. The car I received was badly damaged with scratches and dents everywhere but the service lady marked them down collectively as “one area of damage”. The form she marked onto appeared too vague. When I asked for a copy she said “photograph if you want”. I photographed the damage itself. (Fortunately the gent at the drop off time was pleasant and I did not need the photos). The drop off fortunately was not a bad experience.

Like: Had a great time, loving Portugal, people and service
Dislike: Nothing.