Terrible experience

All good

All good

BUDGET and AVIS have combined services in Italy, but there are no clear indications. The website listed an incorrect address in Rome, leading to a residential area near the train station where there are two major car rental locations. AVIS and BUDGET are combined at the train station counter, but there's no clear signage. It took a lot of effort to find it. The reserved car model was not available, nor were similar models. If the specific model can't be reserved, it shouldn't be offered on the website. We booked a BMW 5 Series because we had four adults, one child, and a lot of luggage. We specifically chose a larger vehicle for the luggage, but after waiting for hours, we were finally given an A3 and a SMART, which together cost much less than the BMW 5 Series. Not only did they not refund the price difference, but they also treated the SMART as a separate rental without providing independent documentation, causing various issues later. We had provided information for two separate drivers. A minor collision with the SMART required a car change in Siena, but there were no adequate models available locally. We had to drive to Florence where, because SMART had no independent documentation, we couldn't exchange just one car but had to exchange both. We waited again and ended up with an A4 estate, making it more cramped. Upon returning the cars, we paid all the repair fees, but two months later, the credit card was charged again without any explanation. The charge failed as the card had been replaced. Throughout the process, BUDGET's service was decent, and the staff did their best to help, but the system was incredibly unreasonable. Even if a reserved car model is unavailable, they should provide two vehicles with independent documentation and refund the price difference.

Car collection took a very long time, well over an hour. Luckily the Firenze staff member greeting us was extremely helpful. The car itself was not great - a button on the fob unlocks the boot and if you are not aware of this then the boot can fly open - happened to us on motorway and those following us were very lucky to avoid collision. Avoid Fiat Qubo!

Very simple and good value, will use again Rebooking feature is briliant!

The car was far less than expectation