Smooth process

The car return process was terrible. The person in charge of inspecting the car tried their best to find flaws after learning that we had full insurance from a third-party provider rather than their company. I had carefully taken videos of all the scratches and damages when picking up the car, so they couldn't point out any issues with the car's body. In the end, they went to the extreme of using a flashlight to check the windshield and pointed to a tiny 1mm white dot, claiming the glass was damaged. They spent half an hour finding three small white dots and demanded insurance be used for repairs. I've rented cars many times before, but this was the first time encountering such nitpicking behavior. Truly awful!

The service was good.

The staff at the Rome Termini office kept promoting car upgrades and insurance. After some negotiation, we chose to upgrade to a Ford Kuga. The car was very new and had a navigation system, which was very convenient.

The car model was downgraded. They insisted that we buy insurance from the company.