Today my wife and I received a replacement car from Europcar. Our car was hit in a road accident and taken away for repairs and our insurance company decided on Europcar to get a replacement car. They have brought the car to us today, 26/11/2025, Wednesday at 11:55 am, in a rather disgusting state. The front passenger door arch was covered in some kind of vomit and the smell was disgusting. Also, the handing over procedure was not what you would expect from a good company like Europcar you might think. The lady who took the car handed my wife the key and, with no inspection, left, saying that we didn't need to worry about it and check it ourselves. When we checked the car inside, to our surprise, the car was not clean inside and, on top of it, the disgusting state of the passenger door with vomit. Despite receiving messages that the car was undergoing a preparation by the valeting team for the handover at 10:16 am.The car also didn't have flour mats, which I found very bizarre.I called Europcar and had an unpleasant response from the person over the phone that there is not a lot they can do about it, and they claimed that it was our fault, and they didn't know what we were doing with the car, insinuating that the filthy car was our doing. I had to call our insurance company to call Europcar to sort this out. A very poor customer service on Europcar site and a very unpleasant experience and this is only the beginning of the rental. I am afraid of how they will treat us when the rental is over.
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