From Rome to Florence, all on the highway, but taking the mountain roads to some small towns in Tusc

The front desk staff's English was very poor, making communication difficult

I was lucky when picking up the car as there was no line, but the staff had a very cold attitude. She handed me a form to sign without any explanation. I had to ask her everything and even the location of the pickup area was only clarified after I insisted on asking.

When picking up the car, they emphasized multiple times that it must be returned before 19:00. I rushed and managed to reach the return location, but despite the lights being on and the door seemingly open, the main gate was locked and no one was there to accept the car. I tried calling all provided numbers, including the one on the key, but all calls went unanswered with just a message asking me to wait. There was no way to contact Europcar's customer service, resulting in us being unable to reach our accommodation on time, causing a loss.

The service was relatively fast. After picking up the car, I found that it couldn't accommodate 5 people plus 5 suitcases, so I temporarily switched to a larger vehicle. The service was good.

Bad temper, bad service, horrible encounter, overcharge, irrational. Did not provide the booked car, also charged for a free item! Scolded by the staff with no respect shown. Seems like because I am Chinese, they look down on me! Racism! Horrible!