Europcar in Donostia-San Sebastian

**Awful Experience: Unfair Charges and Poor Customer Service** I generally never leave reviews but I had a frustrating experience with Europcar San Sebastian that left me extremely disappointed. I reserved a car for 4 days, expecting a normal-sized vehicle, but was given a minivan that was far too large for my needs. When I requested a different car, I was told there were no other vehicles available. With no viable option, I had to cancel the contract. I initially paid EUR307 all included with full insurance online and when I arrived there the final price was EUR426 which was already a bad surprise. For the cancellation, Europcar assured me that I would only be charged for one day, but to my shock, they retained **EUR169** out of the **EUR307** I paid initially the entire 4-day rental. This charge was for a car I didn't even use and never took out of the parking lot! I'm currently trying to resolve this issue with customer service, but I'm unsure if they'll make things right. If Europcar were an honest company, they would refund the unjust charge given the time and money I wasted. This isn't just about the money; it's about the lack of transparency and the poor customer service I received. Europcar failed to meet my needs, provided no suitable alternatives, and then unfairly overcharged me for their mistake. I would strongly advise against using Europcar if you're looking for a reliable and trustworthy car rental service. Let's hope they will do the necessary to catch up.

I tried returning my car here one evening and could not find the drop off location as there is no exterior signage. Thankfully someone posted here on how to find it. You must GPS to the Arco Amara mall parking lot and go to the lower level. There are TINY Europcar signs to guide you to the return area.

*IMPORTANT NOTE* The car drop-off area for this europcar location is not very clearly identified anywhere online or even outside of the shopping plaza. Google Maps will only point you to the Europcar office within the shopping plaza, which is not much help. You need to enter the Underground Parking (see images) and go down to P2. As you drive down you will eventually see signs for Europcar drop-off. When we arrived two gentlemen were working and instructed us where to park + where to leave the keys. Another important note! TAKE PHOTOS before you pick up the car and after too. Europcar tried to charge us for a scratch about a week after we dropped off the car, but luckily we had taken photos to show it was already present at the pick-up.

Ordered a small car for reasons of economy, environment and ease of driving but was only offered a wide medium size car. Hire companies always seem to think they are doing you a favour when they do this but they are not. Driving off and returning car slightly stressful due to tight nature of underground car park. Car was modern, clean and reliable though.

***It's in ARRCO Mall*** and the parking lot is there too. I've had great luck with Europcar on many trips, but trying to return my car from Bilbao to San Sebastian I (like others here) could not find the location. Google Maps had it wrong but Europcar apparently failed to notice this. After half an hour of frustration, walking and driving around in circles, I found it and hopefully corrected the map.

Only knew where to return the car because of Bianca's review below! Thankful for that. So i want to BUMP this--Google location is WRONG: location for return is across the street in big glass arcco building parking garage. Also a bummer we returned after hours so they charged us for a whole extra day.

Eurocar in San Sebastian is terrible. The address location is off and we only knew where to go because of another review. It's in the big glass building across the rotary from the gps address - they should figure out how to fix this! The parking garage entrance is tiny and there is no signage saying where to park. The actual car drop off is down two floors. I tired to explain this to the person at the counter and there was no apology or understanding. We made the return time with only a few minutes to spare because of the round and round. Avoid or read all the reviews so you don't experience the same frustration.

Booked car online. Arrived to pick it up and told their 'system' is down. Said if I go to airport they will be able to give me a vehicle. Wasted 2 hours finding the airport bus and getting there only to be told that they can't give me a vehicle either. Both the birds at either location could not work in an iron lung. Cunning stunts!