Confusion by Europcar HQ

Everything went smoothly.

The service was very satisfying. Picked up the car two hours late and got upgraded to a Mercedes-Benz business vehicle.

The car pickup location was at Plaza de España, Madrid, and it was relatively easy to find. The paperwork process was straightforward, but the small space was packed with cars, making it impossible to get the car out. I requested help from the staff, who seemed experienced with this issue and took about twenty tries to maneuver the vehicle out. The car had numerous scratches and dents all around. When I asked the staff to inspect, they recommended taking photos. To avoid disputes during return, I took around 30 photos. The road trip through the Iberian Peninsula, including Portugal, went smoothly, and the vehicle's condition was fine overall. However, returning the car at Madrid Airport T1 was problematic. I entered the wrong entrance twice despite seeing the EUROCAR logo, only to find out the area was separated by a parking lot. After paying a parking fee and trying multiple times, I finally found the return location. The inspection staff reviewed the existing damages documented in their system but oddly asked about a small scratch near the door handle. Fortunately, I had a photo, showed it to him, and he had no arguments, marking the car as free of scratches or dents on the inspection form. While the inspection seemed complete, I later received an email noting three minor scratches, which felt dishonest. Future renters should stay vigilant. At Iberian Peninsula gas stations, be cautious to differentiate between gasoleo (diesel) and gasolina (gasoline). Picking the wrong one would be a costly mistake.

I arrived 4 hours early and asked the staff if it was possible to pick up the car earlier. They recommended an Audi and even though I asked twice, they said it was the same price. However, upon returning the car, I was charged over 300 euros more. The staff in Madrid confirmed that the price had increased.

Great service at the counter. Received a complementary upgrade and the car was great. Very smooth checkin and no pressure to buy add on insurance only a question.