I've been driving for years, and this was an excellent experience. They provided us with a new car, and the staff's service was exceptional.

The lady at the front desk gave me a parking card after completing the paperwork, but the card didn't work to exit the parking lot. I tried multiple times, but it was useless. When I went back to find her, she was gone, the door was locked, and her phone was unreachable. There were no staff in the parking lot, which was underground. I was trapped for an hour and a half and couldn't get out. Finally, I found a machine, but it was broken too. After pressing a button, someone spoke, and two ladies also needed to pay. Eventually, I followed them to pay the fee, which was £43.5. Customers should not be charged for parking fees before picking up the car. It’s not just about the money, it was a nightmarish experience and very frustrating.

Counter service went above and beyond, however; we were given a car we did not reserve because there was a miscommunication between the booking site and Europcar. Response from Europcar when asked about the refund: I understand that the vehicle was returned early due to an issue that was caused by a charging problem resulting from the phone's inability to connect to the charger. Please be advised that as per section 11.1.4 of the Terms and Conditions of hire, if you return the vehicle before the return date and time stated on the rental agreement, then we agree that the hire period will end when you return the vehicle to the Europcar branch and hand the vehicle keys to a Europcar agent. Please note, however, that the rental charges will remain the same (i.e. as if you had not returned the vehicle to us before the return date and time stated on the rental agreement), as we will not refund any unused daily rental or accessory charges to you. I must respectfully advise that we will be unable to process a refund of the remainder of the unused rental days. Still waiting for a response from our email in response to Europcar: I just want to reiterate some of our concern and hopefully we can come to an understanding about how we will require a refund of the car. Firstly we were not having a problem connecting to the charger stations by phone. We were able to connect to multiple slow charging stations, but a full charge would have taken up to 8 hours. We then tried to find fast charging stations, but the one on UEA campus required an RFID card, and one on a nearby golf course required a charger that did not fit in our cars charging port. We were not able to locate any other fast chargers in the area because the MG4 was given to us with only 30% battery charge. With our limited mileage, we could not both find a usable fast charge, and also return to the Norwich airport if charging did not work…

Was nice that car was fitted with sat nav.

Easy booking process and customer service was great.

Staff seemed to treat us horribly because we used this service. I had paid for full coverage through EasyRentCars but then they were trying to sell more insurance and made a big thing that I would need to cover costs and have a legal battle with EasyRentCars to get the coverage. I rented an SUV and they said they had a Seat SUV, but made us wait a long time to sort the booking and then turned up with a Vauxhall van with no explanation. Then they made excuses that they are free to replace the SUV with a van, the original lady went on a break and upon returning was surprised to see us there still (with our 5 month old baby). When I enquired about the original SUV she made the excuse that it was suddenly off to service. They really treated us horribly.