Firstly, it's funny how their main company Locauto played ads in the background that they're different from other rental companies by saying that they don't ever have queues for pick up and drop off when we stood in a queue for over two hours just to pick the car up! Not only did we have to wait 2 hours, the representative who handled our booking gave us a hard time at every step. She was not warm or friendly and made us run around for practically no reason. As Indians, we had an international driving licence and she refused to accept it because it was digital. The government issues one printed copy only and also sends a digital copy for a actual use and she refused to use the digital one claiming that she needed a physical copy. However, for the customers before us, she was happy to take an email copy of their licence and print it out. For us, we had to run out, make a physical copy of our international licence and give it to her! And when we returned, we were made to stand at her back of the line all over again. When asked, the staff said, “you didn’t have the right documents” and shrugged. She was okay when another couple cut the line, spoke in Italian, and got their work done. Bias or some form of racism? You tell me. If they're going to expect a certain process from me, they're going to have to expect it from everyone. But they didn't. When we finally picked up the car from the parking area, we couldn't exit because they hadn't reported the car as picked up to the parking staff and so the barrier back never opened. This caused a pileup with other cars behind us honking at us like we made a mistake. I physically left the car at the spot and ran back to their office to let them know. And they shrugged!! Finally it was another car driver who sorted out our by talking to the security in italian and then the enterprise staff and sorted it out. The car itself was fine and the drive went without a problem. We returned the car 7 PM in a different city as per schedule and the staff charged me EUR 20 for dropping it off AFTER their closing time. You can see even now on their booking form and on my confirmation that their closing time was 8 PM. I showed it to him and he shrugged and handed me a bill for EUR 20! I translated my confusion to italian and he said he doesn't know about any of it and he's just doing his job. We rented a car to skip the hassle of flying from Rome to Florence with our bags. But after all the trouble they gave us during the entire trip, I would have flown a 1000 times instead of goijg through this. There was no smile, no greeting, no semblance of "customer service" with a smile.