Car was fair but customer service was so so so bad, rude staff budget Madrid offices

No upselling, but the car given was too small. I booked a Renault but got a Kia hybrid, not sure what model. With 5 people and 5 suitcases, it couldn't fit anything else. Considered getting a bigger car, but the price doubled, so I decided against it. Spain really requires small cars; navigating old town streets and even regular parking lots is a test of driving skills and judgment. Another issue was that the trunk couldn't lock, not sure why. Remember to send the address when picking up the car; just head to the car rental parking lot. There was a traffic ticket and toll fee from Portugal; not sure how much of the deposit will be refunded.

Both renting and returning the car went smoothly. There was no push to buy insurance. We had a minor scratch when returning the car, but the staff didn't charge us for it, which was a relief.

There was no one to guide us to the car in Madrid, possibly because we arrived late.

Very helpful staff at Budget in Madrid terminal 4.

Works well.

The picture on the website did not reflect the car. I was expecting an Audi A3 saloon but instead Audi A3 compact. I would have preferred to have used the car I was expecting.