I would like to share an extremely frustrating and upsetting experience I had when renting a car at the Surprice car rental in Lisbon, managed by the branch manager Marco Marujo. I booked a vehicle through the CarJet platform, with insurance included for a week-long rental. Upon arriving at the Surprice office, I faced a wait of over two hours to be assisted, something that seemed to be a common occurrence as several other customers were equally dissatisfied with the long wait times and the poor service. When I was finally attended by Marco Marujo, he requested my documents and a credit card to cover a €2,460 deposit, which was supposed to be a reservation in case of any incidents with the car. However, the problem arose when he refused to accept my credit card, claiming that because it didn’t have embossed numbers, he couldn’t process the payment. I explained that I had used this same card at other car rental companies in Portugal without any issue, but he insisted that, according to the company's policy, the card was not acceptable. I offered to pay the deposit via bank transfer or using my debit card, but he stated that this wasn’t possible. Absurdly, he then mentioned that if I wanted to make a full deposit, the amount would be €24,000, which is completely disproportionate and illogical, as that amount is almost the value of the car itself. With no other option, I was forced to pay an additional €311 for insurance imposed by the rental company, even though I had already contracted insurance through CarJet. Upon checking the itemized bill, I discovered that this amount included services that I explicitly stated I didn’t need, such as the Via Verde service, along with other completely unnecessary charges for my case. Below is the breakdown of the charged items: 1x Rental Rate: €0,00 1x Cross Border: €45,00 (I have no idea what this is, as I don’t plan to cross any borders) 1x Easy Swap Spain: €56,00 (again, I don’t plan to travel to Spain) 1x PAI: €24,50 (I don’t know what this is) 1x Top Cover, up to 30 days: €185,50 VAT: €58,15 Additionally, it became clear that Marco Marujo was acting unfairly and discriminatorily. When I questioned why my card wasn’t accepted, he made comments implying that cards "from Brazilians" wouldn’t be accepted, referring to cards like mine, which don’t have embossed numbers. The way he framed the issue suggested that, for some reason, Brazilians were less trustworthy or even suspected of fraud, and he outright stated that he didn’t trust me, which was deeply offensive. When I offered to show him my banking app to prove the card was legitimate, he refused to even consider it and went as far as suggesting that I could be showing him a fake video, implying that I was trying to deceive him. Faced with this situation, I had no choice but to pay the €311 to be able to leave with the car, but this charge was clearly abusive, combined with discriminatory and xenophobic behavior from the employee. This experience not only reflects the terrible customer service but also the dishonest and abusive business practices of Surprice. They force customers to pay for additional services that were not requested, creating a situation where, at the last minute, the only option is to accept or lose the reservation. I wasn’t the only one facing issues, as other customers at the location were dealing with similar problems, which suggests that these practices are recurrent, as can be seen in the numerous online complaints. I am pursuing my rights with the relevant authorities to recover the amounts charged unjustly and to report the discriminatory behavior. For those considering renting a car in Lisbon, I strongly advise avoiding Surprice to avoid the same abuses that I faced.