Enterprise Alquiler de Coches y Furgonetas - Estacion De Tren De Madrid Atocha in Madrid

If you're thinking about booking with Enterprise in Spain, do yourself a favor and don't. My experience at Atocha station in Madrid was a nightmare from start to finish. I made my reservation online, did all the paperwork at the terminal, and was assured by the employee that all I had to do was show up at the parking lot to get my car. Simple, right? Wrong. When I got to the parking lot, it was absolute chaos. Despite having everything completed ahead of time, I was forced to stand in yet another ridiculous line. After wasting 30 minutes of my time, I was finally told that, because I had already done the pre-check-in, I didn't even need to be in line in the first place. Are you kidding me? Then, to add insult to injury, they told me *there were no cars available*! And get this - the employee had the nerve to say that the car might be ready by 1 PM but couldn't even guarantee it. So not only was my reservation for 11 AM completely pointless, but I was also left wondering if I'd even have a car at all. It was just a joke. The lack of organization, the blatant disrespect for my time, and the complete incompetence of the staff are beyond infuriating. I canceled my reservation on the spot because there was no way I was going to waste another minute dealing with this disorganized mess. This was the most frustrating, unprofessional, and infuriating experience I have ever had with a rental company, and I will never be using Enterprise in Spain again. They've lost a customer for good.

Unacceptable Service - One star, because zero stars is not possible I recently had the most frustrating and unacceptable experience with Enterprise in Madrid at the Atocha train station. I made my reservation online, completed all the necessary paperwork at the terminal, and was assured by the lady at the counter that all I had to do was show up at the parking station to pick up my car. When I arrived at the parking area, I was met with chaos. Despite having already completed everything at the terminal, I was forced to stand in yet another line. After wasting 30 minutes waiting, I was told by an employee that because I had done a pre-check-in, I didn't even need to be in line. But the worst part? They then informed me that there were *no cars available* and that I would have to wait until 1 PM, even though my reservation was for 11 AM! How is that even possible? What is the point of a reservation if you don't have a car ready? This is a complete failure of basic customer service and organization. I canceled my reservation immediately because I couldn't afford to waste any more time on this disorganized mess. I am absolutely outraged by this experience, and it's by far the worst service I've ever encountered with any car rental company. Enterprise needs to do better. I will never rent from them again.

Amazing service. We rented from enterprise in Zaragoza and they tried to charges us for unauthorized extras. When we returned the car to Madrid Atocha the customer service agent Ana corrected all the issues from the other branch. Extremely satisfied with this warm and friendly service.

SCAM ALERT! When you rent a car in Expedia, the first thing they will tell you is that the price provided by Expedia in US dollars is actually in euros as if the two currencies had the same value. Example, $200.00 USD expedia price is actually 200 euros for them, when in fact, 200 euros is 217.00 US dollars. Even if you return the car in good condition and they return your deposit money, they will keep your credit card information to add extra charges later out of nothing at all.

Thanks to Ellen who was in incredibly helpful, professional and kind when I returned the car this past Sunday. When you see employees taking something routinely and turn it in a nice experience, it makes you appreciate the person and the company even more. I like Enterprise because in my experience with them for many years, there is always something or someone that goes above and beyond. Thanks again Ellen

Thank you so much to Thomas, who restored my faith in car hire. I was not used to the type of car and had to exchange it and it was a smooth and friendly experience. No extra charges and a good price too!

Stay away!!! Take the train (great), bus, electric scooter, or walk. Just stay away. Don't give them your credit card; they might abuse it like they did to us and many others (read the reviews). Instead of EUR200 for three days, they charged us $2400!!! We have rented cars hundreds of times all over the world and never encountered such a dishonest system involving so many agents. Taking the car: We got the car in downtown Madrid (Enterprise Alquiler) and returned it at the main airport. The car wasn't ready (which was only the beginning) and had a small scratch on the front bumper. The agent took a photo with her application and said we had nothing to worry about. Two of us also took photos and videos, just in case. Here's the first takeaway: always take a photo showing both the damage and the agent. Returning the car: Enterprise at the airport (two agents) said they had no record of the scratch and that we would have to pay. What happened to the photos from the agent? "I cannot see anything in my system." What about previous rentals of this car? They must have noted the same scratch. "I cannot see anything, you have to pay." We showed him our photos. "I don't care about your photos, only my system." We asked to speak with Enterprise Alquiler. "I don't have their number." We provided the number. "I cannot call them." We called them ourselves with our mobile. They spoke in Spanish, and then he said, "nothing I can do." Then we spoke ourselves with Enterprise Alquiler, they said, "we do not see any record of a scratch." They asked us at the airport to admit we caused the scratch, and we didn't, of course. We asked to speak with the manager. "I am the only manager," he said. He finally told us we could leave and complain later. Didn't give us even a document showing we returned the car. We didn't know what will happen next. We got our answer after 10 minutes - I was charged $2400 on my credit card!!! Thank God we used Visa. We disputed the charge with Visa, providing all our evidence. We got our money back to the last cent.

We reserved a car, we went to the office on time, and they made us wait two hours cause the car we rented wasn't there. Not even a substitution car. My question to the company is: If you have a reservation, why can't you make sure that the reserved car is available? They didn't give us any approximate for how long the car would take, so it might take more than 2 hours.... Will they make a little discount for my wasted time? The answer obviously is NO! But then they don't have any problem in making you pay when you bring back the car 5 min late.....