4.7 /10 Average
Reviewed: Friday, April 4, 2025
El coche estaba sucio (papeles) y se me cobró la limpieza despuesd de devolverlo
Read More >6 /10 Average
Reviewed: Friday, April 4, 2025
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.
Read More >8 /10 Very good
Reviewed: Friday, April 4, 2025
Dealing with the accident was very painful. When we called, they asked us to call road assistance, but the customer service was in Italian. Being stranded in the middle of nowhere was really frustrating.
Read More >6 /10 Average
Reviewed: Friday, April 4, 2025
The full insurance purchased from Zuzuche was not recognized, so I had to buy full insurance again. The reserved car was given away by the system, and eventually, I got a manual transmission vehicle.
Read More >10 /10 Excellent
Reviewed: Friday, April 4, 2025
The actual rental company was a small local Italian company. Overall, it was pretty good, the staff were very friendly, spoke good English, and communication was quite pleasant.
Read More >8 /10 Very good
Reviewed: Friday, April 4, 2025
The specified model was unavailable and was replaced with a cheaper Opel, but the condition of the car was good.
Read More >2 /10 Poor
Reviewed: Friday, April 4, 2025
The service attitude was extremely poor, the waiting time was very long, and the staff were slow and inefficient. When returning the car, I waited for more than half an hour, but no one came to assist. I communicated with the staff, mentioning that I needed to catch a flight and hoped they could expedite the process, but the staff rudely told me that missing the flight was my problem and that I should have allowed enough time for the car return. I had already waited for more than half an hour; how much more time is considered sufficient? This was the worst car rental experience I've ever had abroad. Additionally, when I picked up the car, it had long scratches and dents. I mentioned this to the staff, who said it was fine, and I did not record it, assuming they had. However, they hadn’t noted it either. When returning the car, they tried to blame me for the scratches. Thankfully, I had purchased full insurance, so they stopped arguing when they saw my coverage. If not, it would have been another hassle. I highly do not recommend this car rental company! Regarding insurance: although the rental fee seems cheap, buying full insurance on-site is double the price compared to purchasing it online. I didn't buy it online and regretted it greatly.
Read More >2 /10 Poor
Reviewed: Friday, April 4, 2025
The service attitude was extremely poor, and the waiting time was very long. The staff were slow and inefficient. When returning the car, I waited for over half an hour and no one came to assist. When I communicated with the staff that I had to catch a flight and hoped for quicker service, they rudely told me that missing my flight was my problem and that I should have allocated enough time for returning the car. Come on, I already waited for more than half an hour, how much more time is considered sufficient? This was the worst car rental experience I've had overseas, bar none.
Additionally, when I picked up the car, there were long scratches and dents. When I mentioned the condition of the vehicle, the staff said it didn't matter. I was a bit careless and didn't document it, but it turned out the rental company didn't note it either. When I returned the car, they claimed the car body was damaged. Fortunately, I had purchased full insurance, and when they checked my insurance details, they stopped talking. Otherwise, I likely would have had to argue endlessly. In short, I highly do not recommend this car rental company!
Regarding insurance: although this rental company has cheap rental fees, buying full insurance on site is twice the price compared to buying it online. I didn't buy insurance online, which turned out to be a costly mistake.
Read More >4 /10 Average
Reviewed: Friday, April 4, 2025
The order amount was 47.50, but I paid 69.74 at the store. Now, looking at the invoice, everything is written in English except for an extra charge [cleaning fee] which is deliberately written in Italian.
Read More >2 /10 Poor
Reviewed: Friday, April 4, 2025
Extremely frustrating, they forced additional sales. After an accident, they charged 1200 euros but refused to provide a repair list.
Read More >2 /10 Poor
Reviewed: Friday, April 4, 2025
There was no service, the rental staff kept pressuring me to buy insurance. I told them I already bought it, but they said they couldn't see it in the system. One male employee even yelled at me, asking why I didn't trust him and instead asked the passenger next to me. It was ridiculous, their attitude was horrible. After a while of confrontation, his attitude finally changed. There were clearly Jeep cars in the store, but they gave me a Suzuki and said it was similar. Truly speechless.
Read More >6 /10 Average
Reviewed: Friday, April 4, 2025
I was fined 200 euros for being late by an hour, and 325 euros because the car window was smashed. It's important to be aware of differences in spending habits, charging methods, and cultural practices. In short, ask more questions, verify details, as unexpected situations can happen anytime.
Read More >10 /10 Excellent
Reviewed: Friday, April 4, 2025
Very good.
Read More >4 /10 Average
Reviewed: Friday, April 4, 2025
I was not happy with the return process. Maybe it’s because I have an Italian driver’s license, but picking up the car wasn’t an issue. Just firmly refuse when they try to push their insurance, and make sure your credit card has a chip. One time I didn’t have a chipped card, and they forced me to buy their insurance.
Previously, returning the car at their location had always been smooth, but this time it made me furious! The car was parked under a tree, so there were some bird droppings and leaves on it. The inspector kept saying 'too dirty, too dirty!' and told me I had to pay a cleaning fee! I asked if 5 euros would be enough, and he said it would definitely be more. I was so angry right then!
I said, isn’t it normal for the car to get dirty when driving? Don’t you clean it before handing it over to the next customer? He pointed to the dust on the car and said that kind of dirt was acceptable. I was so frustrated!
Then I took out a bottle of leftover mineral water, poured it on the car, and used some tissues to wipe it! Even the shuttle bus driver nearby couldn’t stand it. After I wiped it twice, the inspector finally said 'va bene, va bene,' meaning it was fine.
I just wanted to write this to remind everyone: pay for what you’re supposed to, but don’t give them a cent more than necessary!
Read More >10 /10 Excellent
Reviewed: Friday, April 4, 2025
The staff's English is very good.
Read More >10 /10 Excellent
Reviewed: Friday, April 4, 2025
The service was fine, and I met a Pakistani brother.
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