The car rental service attitude was quite good. At pickup, I asked the staff to carefully document the unregistered scratches on the car. The return process was very quick.

The staff were very friendly.

I've rented cars in over 20 countries and at least a dozen times, but I was still scammed by Europcar at Madrid T1 Airport. To be more organized, let me list the traps set by this company step by step: 1. During the car pickup, the counter staff tried to upsell a different car model, claiming my current car was petrol and the upgraded models were diesel, and the fuel savings would cover the upgrade cost. I've rented diesel cars in Europe before, and they are indeed more fuel-efficient, but the upgrade cost was almost double the original rental fee, making the fuel savings negligible, so I declined. As the car models don't specify fuel types, this seems like a loophole they exploit. Later, I found out their quotes didn't include the 21% VAT. 2. After confirming no upgrades, the counter staff printed a Spanish pickup confirmation, despite our entire conversation being in English. (The return confirmation was in English, proving the system can change languages.) The payment section of the Europcar confirmation was very confusing, showing amounts in both euros and dollars. I saw the €119.46 and €419.46 (including deposit) amounts from my reservation and assumed it was correct, so I handed over my card. However, the transaction didn't go through a POS machine, and later my bank notified me of a $487.83 charge, at an exchange rate higher than the day's rate. Clearly, the counter did a Dynamic Currency Conversion (DCC) without my consent. I've disputed this with my bank. 3. After getting the keys, I took photos of the car using an app to document pre-existing damages. The car had visible dust from sitting for a long time, making it hard to photograph. Besides the two noted damages, there were additional scratches. 4. Inside the car, the fuel gauge was at 15/16, but the confirmation showed a full tank. I let it go, but later realized that driving from full to 15/16 tank could cover 150 km on the highway. Either the previous renter returned it not fully fueled and Europcar didn’t refuel, or they siphoned gas from the full tank. Given the car (BMW X1, 7673KVS) seems geared for scamming and considering the company's ethics, the latter is possible. 5. After the journey and navigating tough roads in Spain and Portugal, thanks to the 360-degree radar, I returned the car to Madrid T1. Knowing self-return often causes disputes, I called over an employee. The difference between self-return and assisted return is merely getting scammed behind or in front of you. The inspector ignored the pre-documented damages and pointed out two new ones – a small cut on the right front tire and a tiny dent on the lower left windshield. Both were in my photos. These damages, especially the windshield dent, are hard to spot at pickup, making disputing them nearly impossible. 6. At the counter with the damage report, the staff swiftly announced the charges: €116.43 for damages and a mysterious €50.75 'damage management fee'. Having third-party insurance and in a rush for my flight, I took the receipt and left. Back home, I noticed these charges had an additional 21% tax. In conclusion, a few recommendations that might apply beyond just Europcar: 1. Avoid renting from Europcar; their scamming tactics are systematic and company-wide, not just isolated to a single branch. 2. If you must rent from Europcar, never sign any documents with unclear details. 3. Allocate at least 30 minutes for document verification and an hour for thorough car inspection and photography during pickup. 4. Be extra cautious with the BMW X1, license plate 7673KVS, at Madrid T1 Airport Europcar as they might not honestly document its damages.

Terrible experience, they tried to upsell which was already bad, but they also didn't have the car we reserved and ignored our reservation. They took advantage of our language barrier, and ultimately ignored customer service and canceled our order abruptly. Our group of four was stranded in Granada.

A too long of a process to get the car keys. I wish the staff was more informative as far as what is needed if traveling thru different countries, tolls, etc.