Overall satisfied, but at pickup, they kept urging me to pay extra for an upgrade to a fuel car. I'm an elite member of Europcar, which supposedly allows me to upgrade two levels for free. Yet, the staff at pickup suggested I pay over 100 euros more to switch to a Passat fuel car. I replied that if no suitable car is available, I'm fine not upgrading. The car I booked was a Mercedes EQA, and a two-level upgrade wouldn't justify reaching a Passat, let alone requiring an extra 100+ euros.

When we arrived at the store, we were informed that the pre-booked Passat station wagon was unavailable. They suggested switching to an Audi, but that was also unavailable. Ultimately, we were given a Mercedes E200D station wagon. Since we specifically chose the Passat for its large trunk space to accommodate our four suitcases, this change was unexpected. The staff explained that the Mercedes would also be sufficient for five people and four suitcases. With no other option, we asked about the additional upgrade costs, signed the contract, and received a detailed breakdown of charges. This included the amount we paid in full beforehand in our home country, the upgrade cost, service fees, and cross-border charges. The total upgrade and associated fees over two days came to 322 euros, plus a 300-euro deposit via credit card pre-authorization. Following the instructions, we went to the parking garage to pick up the car, which had a mileage of 15,000 kilometers. During pickup, we noticed visible scratches on three of the wheels and took photos. Over the trip, we traveled 3,700 kilometers, and upon returning the car, the staff inspected the wheels. I explained the pre-existing scratches and offered to show the photos, but the staff member said they were already aware and confirmed there was no issue. A few days after returning, the 300-euro pre-authorization was canceled. I was surprised by how quickly it was processed—could they handle traffic violations that fast? Either way, it worked out well for me. Overall, this car rental experience went very smoothly.

We had read the reminders provided by Zuzuche before arriving at the Frankfurt store, but the staff informed us that the car we booked was unavailable and gave us a similar one, which actually had a much smaller trunk. They did not ask us if we needed GPS or any additional services though we declared that we didn't need any extras and had already paid through Zuzuche. When signing the agreement, the staff positioned the paper so it covered the upper part, which we couldn't see. After signing it, we found out about the additional charges only when returning the car. We have rented cars directly or through Zuzuche from various companies across Europe multiple times, but this was the first time we faced such an issue. It was also shocking that we couldn't communicate in English over their customer service phone line. We will definitely not choose Europcar again, as this was highly dishonest and felt like a scam! Zuzuche also refused to help us further because we had signed the agreement, which was very disappointing!

EuropeCar has one of the larger counters at Munich Airport, and the vehicle was in good condition

The rental process was very quick. After submitting the necessary documents, you just pick up the keys and head to the garage to get the car yourself.