Counter staff deliberately misled us regarding Excess Insurance, claiming that it wasn't an insurance charge and we HAD to pay it..

Will never use again and will encourage others to do the same. Worst customer service I have ever experienced

Counter Staff was rude and utterly unprofessional. New terms and conditions were introduced and, to be precise, imposed at pick up (e.g. while 300/500 deposit was agreed in the booking made online, 1100 were held at pick up, not to mention other airport and operations fees not disclosed at booking stage). They also tried to sell an additional insurance policy of Eur 200+ - despite I made clear that I had already bought total coverage ("0 waiver") at booking stage. Needless to say, first and last time I rent from this company.

Was not located in terminal as stated but involved a shuttle-bus to a different location. Not a problem but I specifically chose it for the in-airport location. Disappointing.