Vincenzo Ponzetta
2/5
Enterprise-Locauto office at Bologna Airport.
This is the first time I get a very bad experience renting a car, despite having paid a lot.
Starting from the website: the car options to choose from ranged from an estate to a small vehicle. I chose ‘Intermediate’ which on the screen showed 5 doors/5 seats, with capacity for 3 suitcases (without specifying the dimensions) - also with the option of adding two baby car seats.
Once we arrived at the Enterprise-Locauto office at Bologna Airport an employee pointed out that the car I had chosen was small, due to the load that I had included as passengers. But the options I chose from the website made sure that the selected car was the most suitable option for us. The employee insisted on saying that anyway my choice was small and that another car was advisable, so I had to select another car by paying a supplement. Having no other choice, I agreed, even if I specified multiple times that the car I had chosen, based on the available options on the website, we’re enough. So it is really not clear on the website what car to choose.
After that, I politely asked if someone would help me to assemble the car seats, given the difficulty I was having with my two babies and the luggage. But apparently the policy doesn't allow any help (I can somehow understand and accept that), but what it’s worse is that I have been told “the staff wouldn't know how to mount it being that they don't have children and have never had to deal with this, which as I have children I am more experienced.” This response was shocking and extremely unprofessional.
I was also given two cases with the child anti-abandonment accessory inside, required by Italian law. I politely asked that, since I don't live in Italy, if perhaps someone can show me how it should be used. But I didn’t get any response and one piece was also missing when I opened it.
When we arrived at the vehicle pick-up, I asked the clerk if it was possible to show me how to assemble the car seats. The response was “just follow the instructions written on the car seats”. She then literally throw the car seats in the car with all the plastic wrapping, despite noticing the difficulty we were having with our two children. And left.
I must also add that the welcoming was very unwelcoming, unpleasant and arrogant.
Finally, the car that I was advised to select at the end was very small, it was impossible for the fifth person to sit comfortably between the two car seats and it was extremely difficult to fit the luggage in. I can't imagine what mini car I would have had if I had left the original choice options.
Overall, our experience was very bad, the customer service was very slow, unwelcoming and unprofessional, and we will not hire a car from this agency again.
