A lot of extra selling was tried!!

I paid an extra 30 euros for an upgrade and the car was excellent and good value for money

You did very well!

Would have been an excellent experience if the paperwork had not informed us to wait for the shuttle bus! We stood for 30 minutes then called the telephone number on the paperwork (which didn't work!) When we finally got hold of a member of staff they informed us that we needed to go to the Gold Car desk in the terminal. The gentleman at the desk was most apologetic that we had been stood for nearly an hour waiting! (Not his fault) Please get paperwork right in future. This was most frustrating for us at the start of our holiday.

Sort paperwork so that it has accurate information and telephone numbers that work!

Was not located in terminal as stated but involved a shuttle-bus to a different location. Not a problem but I specifically chose it for the in-airport location. Disappointing.

The woman on the desk hardly spoke english, she didn't give proper instructions to find the car and it took us an hour to find it despite asking 3 times, then I found that she charged me again for the rental even though I had already pre-paid and I have not had that money back yet!