Usually, if there are no similar vehicles available, other companies provide the same or a higher class car. Hertz replaced my Mercedes C-Class with an Audi Q3 and told me they were the same class, which was very unsatisfactory.

The car pickup speed was reasonable, mainly because I was the first one there, and it took 15 minutes to complete the process. At first, they did recommend some additional insurance, but when I insisted on sticking with the order amount, they didn't push it. Italians have a relaxed approach, handling business while making phone calls, but overall, it was fine with no unpleasant experiences. If you're unlucky and there's a queue, the waiting time could be long.

The waiting time was extremely long. Each transaction took significantly longer compared to our experiences in other countries and companies. We rented 2 cars; they gave us one right away but said the other one hadn't arrived yet. After 40 minutes, they gave us the keys to a car that hadn't moved from the parking lot. It was a waste of time, taking a total of 3 hours from paperwork to departure.

The procedures were clear, the process was smooth, and everything was great.

When picking up the car, we found its condition unsatisfactory, primarily due to high mileage. We expressed our concerns to the rental company and Hertz replaced it, which we appreciated. However, there was an issue with being forced to buy insurance at the store. Even though we had already purchased it on QEEQ, they insisted. This was frustrating.