Pretty good

No explanation was given for the change in car model. The vehicle was average. They do explain the existing damages beforehand, which is reassuring.

Very professional!

We arrived at the AVIS store at Milan Malpensa International Airport around noon local time. The AVIS store was already quite busy with many customers. When it was our turn, the staff member initially seemed satisfactory, but her attitude changed dramatically after she learned we were not purchasing additional insurance. She started to mess with us by switching the car keys we had originally received for another set. Only after we reached the parking lot did we realize that the second set of keys was for a 5-seat car, whereas we had booked a 7-seat car. We returned to the store to raise our objection, but while she saw us waiting behind her current customer, she proceeded to serve the next customer instead of addressing our issue immediately. Eventually, we found what we assumed to be the store supervisor and explained our situation to him. This supervisor, upon seeing our order and the car keys, understood immediately and asked the staff member to rectify the issue. Although we did finally receive the keys to a 7-seat car, the staff member was notably slow and dissatisfied (even though we didn't understand Italian, dissatisfaction needs no translation). She even had to step out to get the keys (was that really necessary?). We had to approach the supervisor multiple times to inquire and understand the situation. Ultimately, the whole process delayed our car pickup by at least an hour and a half.

I upgraded my car to a bigger and the counter staff was more than willing to cooperate. Not many people on pickup because its still early. Car was not washed before pick up but not too dirty. I sent the car while the drop off point is still closed. Overall experience was good.