Professional & Helpful

I booked VW touran mini van. At airport they gave me VW Tiguan. Which is smaller then what I booked. No refund was given.

No refund was give.

I waited for almost an hour at the counter to pick up the car. Even though I booked a "mini van" category, I only got a station wagon, which is an inferior category.

Rental operator (Locauto) is not releasing the full amount of deposit despite car has been returned in perfect conditions and full fuel tank (???).

The wait in Rome picking car up was a little long...close to an hour. There were only two agents and many customers.

Like: The service at the rental office was friendly and very good. We were a large group of 5 adults and 4 children, who had booked 2 station wagons. The lady at the pick-up office saw our luggage (which we considered typical for US / Canadian families) and pointed out, correctly, that it would not fit into the cars we had booked, along with the passengers. I guess North American ideas of "medium" sized cars is different from European ones. She offered 1 car as booked, and offered a 9 seater mini-van instead of the 2nd car. The additional charge was very reasonable (80 Euros for 5 days) and the swap made so much sense for us in the end. Very good service, and all was handled with the least amount of fuss or hassles.
Dislike: At the time of drop-off, I did pay a steep fee (45 Euros) for not refilling the gas to full. This fee was in addition to the cost of the fuel, which was also charged at a premium. I suggest that you should leave enough time to get a refill before returning the car to avoid this.