I wish I'd read the Reviews here before ever using Europcar @ London Stansted Airport & wish I could give a negative score! We had never hired a vehicle before & could almost see ££s signs in the rep's eyes when he asked us. My husband did ask if the car we had booked had a Sat Nav system (Ford Focus or similar booked via Booking.com) & were told that only new electric cars had these. He then went into back office & bought out 2 sets of keys for a Hyundai Kona & a Volvo car - no sign of our original request!! After being bombarded with insurance information & other additional charges told that the insurance already taken out with Booking.com was useless, so told to take out their additional insurance - even charged more for the One-Way charge than anticipated - altogether had to pay an additional £400 for a car we didn't request or need!!! We weren't even shown to the car or shown around the vehicle to check for any damage & it was getting dark by the time we finished with the reams of paperwork. We didn't even know how to start the car initially & had to figure out how to operate the Sat Nav ourselves! The final figure on the Rental Agreement was deducted from my husband's bank account but then adjusted after leaving the Desk. All in all - a totally traumatic experience, which was unexpected & we left shell-shocked. I think the staff are trained to confuse customers into signing up for additional services that they do not want or need. I think that they make customers feel cheap & uneducated if they question the explanation for additional services. I wouldn't recommend this company to my worst enemy. I contacted Booking.com with these details and think they are aware of their practices as they refunded the insurance that I took with them without any questions & advised that the deposit (which we didn't know would be deducted either) would be returned within 28 days but not much else. PLEASE DO NOT HIRE VEHICLES FROM THEM - we will never ever use them.
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