I was promised a Mercedes Thunder or a similar class vehicle, but was given a Fiat. How is a Fiat considered the same class as a Mercedes??? Moreover, this Fiat only has one door on the right side in the rear; there's no door on the left side, so you can only enter from the right. The first seat you encounter is broken (the seatbelt doesn't work). Seriously, I'm baffled. How can they rent out a car like this?

Unjustified charges: 1. When returning the car, no inspection was performed. Instead, they asked if we were going back to Rome or taking a flight, then simply said 'ok.' It's not acceptable to claim they were busy and let customers leave first, as we saw three employees leisurely smoking. 2. There is concrete evidence that the staff lied. We had just filled up the tank a few kilometers from the airport, but they charged us 15 EUR for an 'empty tank' after we left. 3. They fabricated car damage. No accidents occurred during our rental, and the damage was not confirmed with us on the spot, yet they charged us 291.69 and 67.2 EUR. 4. If this is an issue of individual employee integrity, then failing to thoroughly investigate and reasonably explain to customers is a problem with Avis as a company.

The Avis branches at Rome Airport in Italy and Madrid Airport in Spain provided excellent service. The staff were enthusiastic and attentive, the pick-up and drop-off process was convenient and quick, and there were no hidden charges. Overall, it was a very pleasant experience. Five stars!

Service details

The staff at the Rome airport counter spoke very poor English, hardly understandable. They kept pushing for full insurance, and seemed very displeased when we declined. They gave us a subpar car despite our large luggage. At the parking lot counter, they kept stalling and refusing to change the car, only offering a FIAT500 convertible, which was a struggle to fit our luggage into. I was quite dissatisfied with the service attitude of the Rome airport staff, but to avoid affecting our itinerary, I didn't argue further.