SIXT - Madrid Serrano in Madrid

I booked an Audi A6 Avant having this office as the pick-up point and Paris as the returning point. I pre-paid it because I was given a better rate. When I arrived to pick-up the car, the agent said "congratulations, you were upgraded". This was the beginning of their con. They gave me a BMW X3, which is a lower category. I showed him that the X3 is 44% cheaper than the A6 Avant and he said that I could wait until late afternoon to see if they receive another car, but that he could not guarantee it. I wanted to talk to the manager but he/she was not present. The agent said I would be given a discount because it was the only car they had, but had to discuss it with his manager. I made the BIG mistake of leaving, but I had to because I had to be in Burgos for a reservation. The trunk of the A6 can handle 3 large suitcases, but the only way the X3 can do this is by blocking the rear view and having the luggage exposed when parked, taking the risk of getting it stolen. During the rental, I called customer service asking what the real rate would be and was told that the adjustment would be made at the end of the rental. When I received the invoice after returning the car, there was no discount. They even charged for extra miles driven, even though it was because I had to go the hotels first to drop the luggage before visiting some places. It took me more than three weeks and multiple emails and phone calls to get a refund, but it was less than half of what it should have been according to their car categories. They even had the cynicism of writing that it was "as a courtesy to me" like if they were doing me a favor, instead of apologizing for ripping me off. I have rented several premium cars through Sixt over the years with no problems, but their service the last couple of years has declined sharply. I doubt I will ever hire from them.

I rented a car from this branch i retuned it on Sunday and i dropped the key. Later i released that i forget my wallet inside the car . I went to the garage at the same day and i took this picture that shown my wallet in the car right side door and i sent an e-mail regarding my wallet inside the car with and i attached this picture. I went next day they said the car was on another area for washing .the day after that they said there is no wallet inside the car they also changed the date of the ticket request for missing item the e-mail was on 13 October the same day the car was returned they changed it to 14 October.

Karol G made our early morning incredibly pleasant and easy, even though it was her first day back from vacation (we all know how that feels). The location makes the rental process simple and there is a cafe right next door if you need a coffee for the road. Highly recommend!

Almost a month and we are still waiting to receive our deposit back. Operator confirmed on the phone that transaction was made the morning after our drop off. First time that this has happened to us. Great service in Serrano and good car (no windshield fluid as well) In 2024 it doesn't make any logical sense to wait so long for our money back First and last time we rent with Sixt. Truly unacceptable from a car rental company this big.

Great service from Sixt and specially from Karol Sofia

I rented an A3, full insurance, brand new car, 6.600 kmts. Semi autonomous. It stayed on the lane, kept distance of the car in front and adjusted the speed to speed limits. I am a long customer of Sixt and I am very satisfied.

It would deserve a sixth star only for Cristian, the office manager. Small office but good range of cars. The customer service is 10/10.

I've been using Sixt as my first choice for car rental for more than 10 years. I've found very good personal service in some locations but the Madrid Serrano 98 is another level. They've just swapped me to a much better car as I had an incident (cracked glass due to stone) which I wasn't responsible at all. It was not the easiest thing for Christian and Alex at the front desk to do but... they made their magic! Super happy and now I know where to rent every time I come back to my homeland.