The car rental company doesn't have any Lexus vehicles. On two occasions, I didn't get a Lexus as expected, and I didn't see any in the parking lot. If you are renting a Lexus because of more luggage, be cautious. This time, they gave us a basic Mercedes A-class, which worked out since we had fewer people and managed to fit our luggage. However, being a basic model, the interior was all cloth. Unfortunately, it was a rainy day, and cleaning the dirt would be very challenging. We were charged a hefty cleaning fee (179 euros), and the matter is still under dispute. Fortunately, we have the car rental platform's support, and we hope they can help retrieve the unreasonable charges.

The line was long, and the staff at the counter were slow. The pickup location was far from the counter. It was raining that day, and we had to walk a long distance. They finally gave us a downgraded small car, which felt overpriced. We ended up being 40 minutes late for the meeting with the client. This car rental company is really unreliable.

I made two bookings with this company, both at the same location in Rome Fiumicino Airport, one right after the other. So, I have a pretty comprehensive experience. Firstly, the positives: 1. The cost-effectiveness is commendable. The first small SUV was rented for four days; the second, a mid-size SUV, for eleven days. Compared to prices on the rental website, it wasn’t the lowest but was the cheapest among companies rated above 8.5 by users. There were a few cheaper options, but with lower ratings, I didn't dare to book those. 2. The pickup and dropoff were convenient as the company's counter is connected to the terminal, and all rental companies share the same hall. The parking lot for pickup and return is the same and is also connected to the terminal. However, there were many downsides, mainly due to unprofessional and inattentive service. During the first car pickup on the night of April 25th, the female attendant at the counter asked for an international driving license. I was surprised because, according to the rental website’s clear instructions, as a Chinese citizen, I only needed my domestic driving license along with its Italian notarized translation and Hague certification. She took photos of my license and its notarized translation and sent them to the company’s translator for verification. After this, she tried to sell me insurance in a threatening manner, implying I'd pay a lot for even minor damages if I didn’t buy it. I refused, which resulted in her displaying a displeased attitude. Later, during the second car pickup, a male attendant was more straightforward, only checking my domestic license without even asking for the notarized translation. I voluntarily opted for full insurance because I was heading to the less secure south of Italy, though the prices were quite high, so I didn’t purchase it. 3. There were issues in the parking lot during pickup. Both times, it was difficult to find any staff, causing significant delays. 4. Their contract management is confusing. They send the contract to their internal site and the customer’s email, but if the customer has difficulty with language or communication, they might end up with a random car from the available options. 5. Regarding my second rental, the contract stated BMW X3 or similar, but the staff claimed it was a lower category, and there were no BMW X3 or similar vehicles available. I had to settle for a Ford Kuga due to its larger trunk and relatively better condition among the available few. 6. The service inconsistency and casual approach cause customer inconvenience. For instance, the fuel tank wasn’t full during the first pickup, which I pointed out with photos. The staff acknowledged this and promised to refund the overpaid fuel, but I haven’t received it yet. There was also an error in my email address, preventing me from receiving my rental contracts despite corrections being made on their devices.

Could not get the car

Very long and not well described pickup process. Location is NOT at the airport, so 20-30 minutes just to get to a not very pleasant location. No seats, no water, long process, not enough staff. But, the price was great.