Hired a car through a third party site from Rome airport. Meeting instructions were unclear and had to wait outside in the sun on a very hot day to be collected for about 20 mins. Car had lots of minor damage, which we checked with the staff member on their log, and also video-ed around the whole car. They tried to sell us extra insurance at an exorbitant rate which we declined. When we returned the car a week later (no damage or incidents) we were told we were being charged a 'cleaning fee' as apparently the car was unacceptably dirty (it really wasn't, just slightly dusty from driving on hot roads as you'd expect). We queried this as I'd never been asked to clean a hire car before return before, but were told it was 'in our contract.' When I said I wouldn't pay the fee I was told it would just be taken from my fee. It was only when I said I wanted to make a complaint, and my husband refused to sign the return form until they showed us where the cleaning policy was in the contract that they said they would waive the fee.We waited for them to drive us back to the airport and saw the next, unfortunate customer returning his car- he was initially told he would have to pay 600 Euro for a scratch and damage to 2 alloys (which he was adamant he had not done), he eventually battered them down to 350 euro's by accepting the alloys damage but not the scratch. Reading the other reviews (now!) it seems charging made up fees is their business model and we were lucky to get out of it! Avoid.
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