Satisfied

The process of picking up and returning the car was quite smart. The biggest issue is the lack of transparency in charges and non-standard procedures, which harm consumer rights. We initially completed and paid for our order on the app, where the terms were clearly readable. However, at the store, being unfamiliar with the area, we wanted three drivers to be able to drive the car. The staff registered the documents of the additional two drivers and charged our credit card a pre-authorization fee, claiming it was to cover potential damages or violations. After returning to our home country, we discovered that Rent-a-Car charged us an additional fee of about 200 euros (approximately 1500 RMB) for the extra drivers. (1) At the time of pickup, the staff did not inform us that adding drivers would incur a fee, nor the standard rates. (2) The rental contract was sent to our email simultaneously as we picked up the car, leaving no time to read or consider it beforehand. By the time we had questions, it was too late. (3) The entire process fails to protect consumer rights properly; the correct sequence should be informing consumers of the charges, providing the contract, and allowing time to review and agree before any charges. Instead, information is not proactively provided, and consumers only learn about the charges afterward.

Low efficiency and poor English proficiency. The main issue was that the staff used both soft and hard tactics, even resorting to threats and deception, to forcefully sell their own insurance products. There were many communication barriers created by them. Overall, it was a very unsatisfactory car rental experience.

Overall my experience was good, however when I returned the car, it was not checked by the staff and after I left the airport I received a phone call from the Budget staff telling me that I had damaged the car. They wanted to keep my deposit and I had to argue to get them to accept that I had not damaged the car. This was the most stressful part of the experience, especially as I could not check whether they had debited my account or not until I came back to the UK. Fortunately, they had not.

Got upgraded to a more expensive vehicle. budget representative was very helpful and informative.