Car was exceptional, larger model than expected. Office is slightly further from airport than our usual car hire company but not a problem. Will use OK rent a car again.

The car booked was not available and I was forced to take a 9 seat minibus for the first 2 days of the holiday, stopping us from doing what we wanted to do on those days. Once I had swapped to the correct car it was all perfect but this had been spoiled a little by the first experience.

All perfect!

Lots of hidden fees (gas, early drop off, large deposit, etc) terrible customer service on day of pick up. The service rep made us so angry we wanted to cancel but then were informed we couldn't without talking to the third party booking service. Not in Bilbao airport and very difficult to locate for return. Only positive thing I can say is the car was in good condition. Still waiting for deposit, though it's only been a few days. Wish I would have read more reviews prior to reserving. Won't book with them again.

Query already raised about a fuel tax payment

As above

We waited for a very long time firstly for the courtesy bus from the airport and then for the actual pickup. There was only one staff member on duty and there was a queue of people waiting. It was late at night and people were getting frustrated. The staff then tried to sell all customers additional unnecessary insurance which caused further delays when clients challenged this. The staff member became very shirty when challenged but I think this was his own frustration st having to cope on his own. We also did not get a full refund when we returned the car full of fuel. I am currently challenging this with them directly.