They upgraded our rental from a Volkswagen Touran to a Mercedes without informing us. Driving a 9-seater Mercedes in Spain was a nightmare, and the car was in poor condition. It even broke down halfway.

Good

Overall it was good, but after returning to our country, we found out they deducted 1400 euros because we scratched the car and also charged us for fuel.

Very bad, I will never use this company again. 1. I reserved a mid-sized MPV equivalent to a Sharan, but they gave me a Touran, which is much smaller. After hitting the road, I realized it was the lowest configuration, which was really disappointing. 2. I returned the car 20 minutes late and was charged an extra day's rental fee, which makes no sense. When I argued with them, they just said it's the rule. Impossible to communicate! 3. The deposit I paid doesn't seem to be accounted for; AVIS said it's a service fee and they don't know anything about it, still impossible to communicate with them. So, I hope to resolve the following issues: 1. Is it reasonable to charge an extra day for being 20 minutes late? Please inform me. I saw on the receipt that there's an overtime fee calculated by time, not by a full day. 2. When will my deposit be refunded? Please explain. Bad review, I'll go with Hertz next time, AVIS is truly a mess.

The staff drove the car to us when we rented it, and the return process was very smooth. They took the car from the front door without inspecting the exterior much.