Surprice Reviews 108

DANGER WARNING.
SCAMMERS!
1 star as there is no option for zero.
Do not use this company they will scam you for pre existing damage.
I hired a car from Faro, Portugal via Ryan air car hires link to their recommended suppliers, Surprice.
19/4/26 to 30/4/26.
Pick up was relatively straight forward.
I had bought excess insurance in the UK. Even so an 1850 Euro pre authorised fee was taken on my credit card in respect of potential damage.
The car was a Citroen C3 which had minor scrapes on every panel and was very dusty. The interior was filthy.
As an authorised vehicle examiner I noted the damage. Photos and a video were taken. I did not see any marks other than dirt on the windscreen.
On returning the car it was subject to an extensive, prolonged and theatrical examination. It had to be seen to be believed, a real pantomime.
The female staff member stroked every panel of the car. She didn't really look at it or bend down to check anything below waist height, and made a point of casually looking at her phone every few minutes.
It was a real charade. So much so I commented to my wife.
Eventually she got round to looking at the front windscreen, she stood there for a long time with her hand on the screen.
It went on for so long I asked if there was a problem.
She stated that the screen was damaged and pointed out some marks in the dust, which were very obviously tree sap. I removed them with my finger nail.
Clearly unhappy with this she then pointed to a microscopic dot on the lower passenger side of the screen adjacent to the A pillar, which she claimed to be a stone chip.
It was so small, maybe 1mm across, that it was barely visible in bright sun light.
This dot of damage would not require any type of repair as it was too small and would have no effect on the integrity of the screen, it was not in the line of vision for driver or passenger due to its position.
The charge for this 354 euros.
I argued that it did not and would never ever need to be repaired and that I believed it was pre existing damage.
She protested numerous times that she was only doing her job. She insisted that it was damage caused during my hire period.
She could not show me photographic evidence of the damage either pre or post hire despite saying she had a photograph. I asked to see this picture on a large screen with the facility to blow up the picture. This facility was not available. Conveniently!
A manager was unavailable to discuss this and the other staff member would apparently only say the same, but was not available as he was with other customers.
When I declined to pay I was informed that my full 1850 euro deposit would be with withheld.
I spoke to some other customers, a German and French couple. The Germans were subjected to exactly the same scam. Being charged for alleged damage which they were unaware of.
In common with me they had bought their own excess cover, not from the hire company. The French couple had bought extra insurance from surprice and didn't encounter a problem.
I attempted to speak to other drivers who had arrived behind us. The staff clearly didn't like this and moved the cars away to another part of the yard. The courtesy bus was also removed.
The process had taken so long that we were in danger of being late for our flight. A fact staff were well aware of and played on by dragging the process out as long as they could in order to get a reaction.
I eventually spoke to the male staff member. He was very dismissive and unhelpful.
"You have insurance?" "Then just pay".
The staff exchanged words in Portuguese which I did not understand and they passed knowing looks to one another. He then said sarcastically "Have a nice day" and walked off.
It was pretty obvious that we were being scammed and I told them so.
Any further attempt to discuss the matter was met with silence.
I was told to pay and sign the end of contract or they would have to move on to other customers.
My options were very limited.
Decline payment, Incur a higher cost and probably miss our flight, or pay under protest.
Due to pressure and time constraints I elected to pay under duress.
On return to the UK I have contacted Surprice and as you would expect they have been absolutely no help at all.
They have provided copies of the documents I was given at the depot and a photograph of the alleged/ fictitious damage.
The photo shows 6 yellow circles highlighted on the screen. Enlarging the picture still doesn't show any damage. The picture was not time or date stamped and was clearly taken in a different location to the car hand over area under very different lighting conditions.
I believe that this company are dishonest and are systematically defrauding customers by finding pre existing damage which even an experienced customer would miss.
Be warned and be aware.
Please heed my advice, read other reviews and do not use this company.

After booking through @AutoEurope.fr, we fell into a trap set by the company @Surprice. From the start, their desk, advertised as being at Florence Airport, is actually isolated in an industrial zone, far from the other car rental parking lots.

Despite presenting an official card clearly marked "CREDIT", the rental agent illegally refused it on the pretext that it was issued by an online bank. The agent refused to provide the vehicle unless we paid an additional €300 for a deductible waiver—a service already covered by my VISA Premier Credit card.

The goal of this rental company is simple: to trap customers using false pretenses and coerce them into buying overpriced insurance through forced sales.

For two hours, we were subjected to unacceptable aggression. My daughters, aged 5 and 8, were exhausted and eventually collapsed in tears, terrified by the verbal violence and hostility of the @Surprice staff.

Despite our clear state of distress, the agent cancelled our reservation and refused to drive us back to the main rental parking area to catch the shuttle back to the airport. Surprice told us to take it up with the broker, AutoEurope.fr, claiming they were responsible for the cancellation.

The rental company literally threw us out onto the street in the middle of an industrial zone, with no means of transport. With young children, we were completely stranded. We had to return to the airport on foot, crossing a highway during rush hour with our suitcases and crying children, putting our lives in danger.

This is a criminal and inhumane act. Leaving young children to wander on a high-speed road is a deliberate endangerment of others.

AVOID THIS AGENCY AT ALL COSTS. They are not looking to rent cars; they are looking to scam families and pocket money without providing any service.

We booked through booking.com we thought the price was ok. When we got to Heraklion. We were told we had to pay 100 euros insurance. They copied my credit card, because it was 1000 euros excess. They charged us 30 euros for taking the car back early in the morning. Booking.com did not warn us about all this. When we dropped the car off, we asked the man to drop us off at the airport, because it was pouring rain. The man refused, so we got soaking wet. I would never book through booking.com again.

Mi devo aggiungere alla schiera delle persone che hanno avuto problemi con la carta di credito, da sempre utilizzata per noleggiare auto ma non da Surprice car. Con questa pratica commerciale aggressiva mi hanno per un noleggio auto a Venezia aeroporto ai primi di aprile a sripulare una kasko per una spesa aggiuntiva di quasi 370 euro! Naturalmente pagata con la carta di credito prima rifiutata. Il mio consiglio e non farsi allettare dal costo più basso del noleggio, perché il rischio concreto che alla fine vai a pagare il triplo se non ti accettano la carta. Utilizzate le compagnie di noleggio al terminal, più rapide e aicure. Qui devi prendere anche la navetta e una volta che arrivi da loro non hai alternative valide da vagliare. Ho fatto reclamo ma ancora non hanno risposto.

As with many on this review site Surprice would not accept my credit card as it was not "embossed" so my additional insurance booked through the car hire company (Holiday Autos @17 pounds was not any use. They would not let me take the car and I had to take their insurance @ 191 euro.
While I was at the desk arguing 3 other customers were treated the same. It's nothing but a scam as they accepted my non embossed card to pay for the insurance.

Agressive people who wants you to pay for extra insureance or you will not get the car you paid for. Terrible!

I rented a car online from Surprice via Ryanair's portal and also took out the AXA insurance they offered. ​Upon arriving at the counter at Pisa Airport, I was informed that my credit card was unacceptable for the security deposit because it was not "embossed." I found this requirement both antiquated and poorly disclosed. However, the most concerning aspect was the inconsistent application of this policy: while my card was rejected for the standard booking and deposit, the agent immediately accepted the exact same card to process a separate insurance policy and a deposit.
​If a card is deemed technically incompatible for a security hold, it should not be compatible for a high-value purchase. This contradiction suggests that the "embossed card" rule is being used as a lever to compel customers into purchasing additional, unnecessary insurance at the counter.

Der Abhol- und Shuttle-Service war in Ordnung.

Nach der Ankunft vor Ort begann jedoch ein inakzeptables Verhalten: Nachdem ich eine Zusatzversicherung abgelehnt hatte (da ich bereits anderweitig versichert war), wurde mir bei der Hinterlegung der Kaution mitgeteilt, dass meine Karte „nicht akzeptiert“ werde – obwohl ich mit genau dieser Karte kurz zuvor den Mietpreis bezahlt hatte. Insgesamt wurden vier verschiedene Karten abgelehnt, ohne sie auch nur im Terminal zu versuchen. Es wurde behauptet, nur UBS-Karten würden akzeptiert; seltsamerweise wurde selbst eine UBS-Karte später vom Schaltermitarbeiter mit der Ausrede abgelehnt, es brauche die physische Karte.

Plötzlich jedoch – nach Abschluss einer Zusatzversicherung über 175 € – wäre die Zahlung und damit auch die Anmietung problemlos möglich gewesen. Es ist offensichtlich, dass es sich um eine gezielte Praxis handelt, um Kunden zum Abschluss unnötiger Versicherungen zu drängen.

Bei der Rückgabe wurden wir sogar aufgefordert, den Weg zum Flughafen zu Fuss zurückzulegen (ca. 20 Minuten).

Unkorrektes, intransparentes Verhalten – Agentur absolut nicht zu empfehlen.

Would like to have left 0 stars, but 1, was the minimum
Have lived in the Algarve for over 20 years. In that time I have used lots of car rental companies with no issues. Until today.
Rented a car through my company. We rent about 20 cars a month here. Used sur price. Used the car to drive to my office, and guess what, a whole raft of issues flagged up when the car was returned. Micro dot mark on the screen(€354), and strangely enough a mark on the rear seat that turned out to be there when I collected the car which was picked up by their own camera, so they backed off on that one.
Let's just say that I, and my company will NEVER rent from them again. So like I told them. You've won the battle, but it's cost you around €56k a year in lost business.
Well done. Great business model

Sono dei truffatori state alla larga ! Mi hanno fregato 122 € perché non accettavano la mia carta di credito Mastercard con la quale avevo già pagato la prenotazione e volevano che io ripagassi a un prezzo raddoppiato il noleggio ! Sono dei Ladri

Da evitare, andate da altri. Io noleggio continuamente ma questi sono i peggiori. Scortesia all'accettazione, scortesia alla consegna ma il peggio è che sono dei veri truffatori. Se prendi l'auto senza assicurazione ti addebitano danni inesistenti.

Wow, you think you get a great rate and when you get there to pickup your car they hit you with the mandatory client insurance of $400 you can't opt out of. Since it's late and your stuck there, you're screwed. Never again and be warned my fellow Travellers!

Preso furgone tramite broker a Pisa, ci hanno dato 2 auto dicendo che non avevano furgone e il broker aveva sbagliato. Naturalmente prezzo raddoppiato. Dovevamo andare a Milano, ci hanno assicurato che al ritorno avremmo avuto due macchine da riportare a Pisa senza dover pagare questa volta il reso in noleggio diverso. Arrivati al giorno del rientro a Milano dove avevano detto che avrebbero fatto quello concordato con Pisa, si sono rimangiati tutto a ci hanno dato un furgone senza assicurazione aggiuntiva che invece avevamo pagato già al broker! Una truffa.

If you're a woman on your own please do not use this carhire company at Manchester Airport. On arrival at the office the manager (l believe,) was extremely rude and treated me as a 2nd class citizen. In all my years l've never been treated as if it's the 1800's Bullying me into additional charges. I have written a complaint to head office but l've had no response.
I only gave any stars at all, because of Mr Q who was so nice on pick and return and also the very friendly driver Bob both of these people are a credit to the company and its just a shame about the rude, aggressive manager.

I had a very disappointing experience with this car hire company in Venice due to how a minor flight delay was handled.
My flight from Manchester to Venice (Ryanair FR2898) on 06/02/2026 was delayed by around one hour. While still in Manchester, I contacted the car hire company to let them know about the delay and was advised to call again once I had cleared security in Venice, as their office closed at 23:00.
I followed this instruction exactly. Unfortunately, by the time I cleared security and called, it was 22:57, and I was told I could no longer collect the car. Despite being only three minutes before closing and having already notified them of the delay, no flexibility was offered.
As a result, I was left without transport late in the evening and had to arrange overnight accommodation at my own expense.
When I returned the next morning to collect the car, I was informed that my original booking had been cancelled as a “Non-Collection” and that I would need to rebook at an additional cost of £125.03. I explained that the delay was beyond my control and that I had kept them informed, but the charge was not waived.
In the end, I had no choice but to pay the extra fee in order to proceed with my trip. The lack of discretion, especially given the clear communication and minimal delay, was extremely frustrating and felt unfair.
I would recommend that anyone booking here is very clear about late arrival policies, as even a small, notified delay can result in significant additional charges.
The two stars are for the car being in good condition.

Da evitare come la peste. Ho preso una Fiat Panda a nolo su Surprise dal 3 al 7 febbraio 2026 a soli 28 euro. Quando arrivo in aeroporto a Malpensa, chiamo la navetta e arriva uno straniero a bordo di un mezzo sporchissimo che parla pessimamente l'italiano. Giunti in sede, prima di farmi consegnare l'auto scatto qualche foto e questo tizio, ritenendo che avessi scattato una foto a lui, pretendeva con modi arroganti di controllare la galleria del mio cellulare. Ad ogni modo, mi prendo l'auto in condizioni igieniche pessime e quando la restituisco, mi premuro di farla preventivamente lavare e di riempire il serbatoio pieno zeppo. Quando la restituisco MI CONTESTANO UN PUNTINO INVISIBILE AD OCCHIO NUDO A CAUSA DEL QUALE, SUCCESSIVAMENTE, MI ADDEBITANO 400 EURO!!!! ASSURDO! EVITATELI

Da evitare assolutamente, mi presento al banco per ritirare il Van 9 posti prenotato e pagato tramite Expedia,
E loro con grande disinvoltura mi dicono che non ce l’hanno. Assurdo !!!!

Mi hanno fatto pagare un supplemento per non dover riconsegnare il veicolo (cosa mai vista da nessun noleggiatore), poi mi consegnano il veicolo sporchissimo soprattutto fuori, peno di colla di adesivi e di ammaccature. La loro giustificazione è stata: così lo può riconsegnare più sporco di come l'ha ritirato!
Avviso tagliando scaduto e avviso batteria scarica!
La peggior esperienza di noleggio della mia vita!

Aereoporto di elmas sono stato minacciato dal personale nonostante barcollando da soli.... accusato e diffamato.... aspetto il rimborso sperando di non incontrarli....
Logicamente nelle prossime recensioni dei 14 presenti vedrete anche il book delle prove raccolte...
Pollaio

Non è possibile meno di una stella altrimenti lo farei nonostante la macchina sia stata riconsegnata come l abbiamo presa ci è stato contestato un puntino invisibile che questo pseudo addetto molto zelante ha trovato guarda caso.La cosa bella è che non si capisce il tipo di mail che mandano e cosa trattengono della cauzione.Se potete anche se i prezzi sono competitivi state alla larga da questi truffatori