Very disappointed by the whole experience. Booked a car to be picked up at 16.30. Arrived at the desk, I have been told I have been "awarded" an upgrade. I am thinking great ! Got to the car, and realized the upgrade was a massive car with 5 seats in the back. Being there to be in the city and not used to such big cars, I did not feel comfortable in driving it. I requested and booked a small car for a reason and expected something similar as promised. I went back to the desk and been offered a Zafira instead. Well it was already 5.30, the person is in fact explaining they do not have any similar product available which is why they get me this car. Not refund offered. I tried to call their supposed 24h service which did not answer... I was late and had to take it anyway. I used the car for 3 days. Now 1 week after, I raised an online complain with no reply whatsoever. I had to call to be partially heard and told by a lady that this was not her fault, but mine because I took the car ! She did not apologise and kept repeating that I am responsible for it. She did not offer any compensation neither a refund. Explained she is not the car rental company but simply he broker and said " there is nothing I can do, is there anything else I can do for you today". What a joke. Plus she kept repeating that she was in Ireland and not in germany where I rented the car. I dont see why this is relevant, and telling me that she feels I do not understand, well I think this should be the other way around in customers service, she should understand me, she even asked me "what do you propose?", I couldn't believe it. At the end, I pay for a car I never had, neither something similar, and I did not receive the service I was supposed to. I am having a trip again next week and will be using another company.Very bad experience