Good

Long queue at the pickup point, limited English skills, and upselling behavior; excellent service at the drop-off location, fluent English, and shuttle service provided.

The front desk staff didn't speak much English when I first arrived, which made communication a bit difficult. However, the car pickup experience was excellent. I rented a compact Golf but received a nearly new Volkswagen Tiguan with only 6000 kilometers on it. The car was in top condition, though being a four-wheel drive, it consumed more fuel. Returning the car was simple; I just handed over the keys and there was no deposit fee. They only charged me the rental fee upon return. Overall, aside from the front desk's limited English, everything was great. I would consider renting from AVIS again, even though it's a bit pricey.

The car had many minor scratches that needed to be carefully checked, photographed, and then confirmed in writing with the staff in the hall. The store at Madrid T1 is a long walk from T2, and there were many people in line, possibly because it was Sunday. The car we got was an older, basic model.

They didn’t want to rent me the car I booked. They have said to me that my driving licence and my credit card are not from the same country. I have explain that this is part of my job and my other credit card is not valid that day. I also showed them my Spanish residency card but they weren’t satisfied with my documents. Although a month earlier managed to rent car from same company. The attitude of the lady how I dealt with that day was terrible. Definitely needs to be trained on how to deal with customer. I asked for her name to complain and she refused to give it to me. I explained that names should be shown on badges and not something to hide. She said this comes under personal protection program lol. Any way I left that company and managed to rent cat from different one with no complications. Worst car rental company I dealt with so far, So AVOID it.