All things were good. No hassles or sales pressure at pickup, no problems at drop-off

The Alamo at Milan Airport is subcontracted to the local rental company Locauto. The vehicle was in great condition, and there was no pressure to buy additional insurance. However! At the counter, they initially asked if I wanted to add prepaid fuel. After asking about the price and policy and finding out there's no refund for unused fuel, I declined the prepaid fuel option and confirmed with the staff that I would return the car with a full tank. I didn’t add any extra services. But! The staff secretly added a €115 fuel charge to the contract. At the time of return, they assured me that the €500 deposit would be fully refunded and didn’t mention any additional charges! After the deduction appeared on my account, I contacted the branch. The staff admitted it was a mistake made at Milan Airport. They provided us with the rental contract and proof of the full-tank return and also marked it in the system, instructing us to request a refund via customer service. Then, I emailed customer service politely with all the evidence, but they refused to acknowledge it! They insisted that we purchased the prepaid fuel service. The situation is very clear—if they could admit their mistake and issue the refund, we could move on. But with this kind of attitude from customer service, it's obvious they're trying to scam us, so we’re prepared to fight this to the end.

The most disappointing part is that the car didn’t match the model booked, and they refused to replace it. They didn’t offer any alternative solutions and just assigned us this car directly.

Very good, picking up and dropping off the car was very smooth, especially convenient at the airport.

The car rental company had a very good attitude.

Rather than wait another 30 minutes for my car to be ready, I paid €30 for an upgrade. The car was new, but when I stopped in the Alps to fit the snow chains I ordered, there were none in the car. This made the rest of the trip quite worrying.