We booked a car for 6 days. Due to a change of plans we had to delay the pick up time, from 10 am to 2pm. Although we tried, we could not get in contact with anyone to inform about this delay. But since the booking was already paid, we assumed it would be no problem. Terms and Conditions state that "Auto Europe does not refund any unused days if the customer does not show up, shows up late or returns the vehicle early." We understand from this that we would not have a refund for the unused time, not that we cannot have the car for any day if we show up late. Later on the phone, they told us that they only keep the reservation for 30 minutes (!) after the pick up time, and it is cancelled without refund after that. This is not said anywhere in the "Terms and Conditions". Costumer service on the phone were very impolite, blaming us for arriving late and saying that it was obvious they could not keep the reservation if we did not show up on time. As we needed a car, we booked another one, with the same company. This time we did not get the car either, because we presented a valid credit card, as required, but it was a Spanish Visa card. We are Spanish, and we have passport and ID with this address. But we have just moved to UK, so we gave the UK address for the reservation, understanding it would be more convenient for the company, as the rental was in UK. It turns out that they the car rental company (Keddy) would not accept a Spanish credit car because we had an UK address. We had a UK debit car, and were willing to pay any additional fee to cover the excess directly with Keddy. But they would not accept these solutions either. They just did not want to give us the twice paid car. In conclusion: we paid two reservations for six days and we did not get any car. The car in both cases was denied for reasons not stated in the "Terms and Conditions".