Actually, there is no Surprise rental car. The actual rental company is Autoone; Surprise is just a brand name. There are three receptionists during the day, and the procedures are quite extensive. They kept recommending the very expensive full insurance. The car was not the small one we wanted, but a compact Opel Astra, and there was no explanation for the change. When picking up the car, no one inspected it with us. They just said to take photos of any issues for records. There was a notice at the front desk that there would be a €22 cleaning fee if the car was not returned clean, which was not mentioned on the rental platform. A €900 deposit pre-authorization was required. When returning the car, there were no issues found, and I requested the deposit hold to be released immediately. The staff agreed and operated the computer to send an electronic receipt. However, the deposit was still not released even after I returned home more than half a month ago; I don't know the reason.