On the first day, the airport store provided me with a small car to drive to the capital's airport store to pick up the vehicle. When I got out, I accidentally left the duty-free tobacco and alcohol I bought in the car. The next morning I went back to ask, but they said they didn't see anything!
The process was well-established, quick, and convenient. Car pickup was speedy, and no extra service fees were charged. We mistakenly selected domestic instead of international airport, but the staff immediately changed the vehicle model and resolved the issue promptly!
Originally, there were no Jimnys available at the store, but the lady at the front desk actively coordinated with another location to get me a car so I could drive over and exchange it for a Jimny. The overall experience was excellent.
Extremely unsatisfactory car rental service!! I booked a Lexus NX, but the search only showed one airport. I've never been to this location and didn’t realize there was another airport. Upon arrival, I found out it was the other airport. We landed at the primary airport and after communicating extensively with customer service, they said we needed to pick up the car at a specific branch. By the time we got to that branch, it was near closing time, and although there were staff inside, they refused to serve us and told us to come back the next day. Early the next morning, we rushed back, only to be told that the car we reserved was unavailable! They said our car was at another branch, so we had to drive there. When we finally got there, they said the car wasn’t ready! An entire day had passed and the car was still not ready. We waited at the branch for over an hour, and only then did they give us the car—freshly washed. I have no idea what this car rental company was doing. Before leaving, they apologized and said we wouldn’t have to refuel upon return as a gesture of compensation. However, after returning the car, they charged us several tens of thousands of Icelandic krona!! I don’t understand this at all. The rental fee was fully paid beforehand, and on top of that, they deducted a deposit of 75,000 ISK. It’s been almost half a month, and the deposit hasn’t been refunded yet. Other companies usually refund within days after the car is returned. This has been the most frustrating and outrageous car rental experience in my many international rentals. It disrupted our itinerary for an entire day, causing all subsequent plans and hotels to be affected! We rented a Mercedes, but ended up driving a Toyota at first—how is that fair when the prices are definitely not the same? This company is extremely unethical! Up to now, they haven’t responded!!
Positive feedback:
The staff at the car rental counter were very nice and extremely patient.
Negative feedback:
The car pickup process was quite lengthy due to the large number of customers and only two service personnel.
The pickup location was inconvenient and located outdoors.
The Kia vehicle I rented had poor performance, with inadequate power and frequent false alerts (seatbelt reminder, tire pressure warning, and front obstacle detection).
The car return experience was unsatisfactory; initially, no staff were present, and I had to wait for a while until they came back. They asked me to move the car to their designated spot (even though my parking spot was not far away). In contrast, Hertz next door had two staff members actively assisting customers.
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