Car was fair but customer service was so so so bad, rude staff budget Madrid offices

An international company with no unnecessary tricks; simply check the required documents and take the car.

No upselling, but the car given was too small. I booked a Renault but got a Kia hybrid, not sure what model. With 5 people and 5 suitcases, it couldn't fit anything else. Considered getting a bigger car, but the price doubled, so I decided against it. Spain really requires small cars; navigating old town streets and even regular parking lots is a test of driving skills and judgment. Another issue was that the trunk couldn't lock, not sure why. Remember to send the address when picking up the car; just head to the car rental parking lot. There was a traffic ticket and toll fee from Portugal; not sure how much of the deposit will be refunded.

Both renting and returning the car went smoothly. There was no push to buy insurance. We had a minor scratch when returning the car, but the staff didn't charge us for it, which was a relief.

It was extremely slow. There were only two people ahead of us, but it took about an hour and a half from the start of the queue to getting our car keys.

Avis and Budget at Madrid Airport share the same office. There's no difference between them.