When we finally got to the depot, we were met by 20 + people all waiting for their cars. We were told to do online check in, which would “speed up” the process, given a buzzer, that will go off when it was our turn, and wait, they’ll be with us soon. Little did we know, that it would take TWO HOURS before the buzzer went off. Two hours stuck in a tiny portacabin full of other angry people. There wasn’t even enough seats for more than 6 people. The staff couldn’t have cared less that so many people were stuck waiting, they were too busy having a nice chat with each other over a cup of tea. When we got to the desk, there wasn’t a single apology for the wait. I’ve never experienced service so bad.
A note to international travellers - I think the fact we were British and were so angry they didn’t bother with the hard sell of add ons. However we overheard them trying to do it with plenty of Americans/canadians - DO NOT FALL FOR IT, the additional insurance is a scam and simply pay for your own through a third party for a fraction of the price. I hate that hire companies get away with this scam.