What customers say about Offugo
What is it like to hire a car with Offugo? To help you decide whether our service suits your trip, we have analysed customer feedback published on our Google Business Profile through Google Reviews and grouped it by the parts of the rental experience that matter most.
This summary draws on around 300 written customer reviews spanning August 2025 to October 2026. It includes praise, practical suggestions and reported difficulties. The experiences cover different locations, rental partners and booking options, so individual comments about prices, deposits or insurance describe that customer’s reservation.
1. Booking and online check-in
At a glance: Feedback on booking and online check-in is predominantly positive, with customers highlighting a straightforward process, clear instructions and convenient document submission.
Being able to organise the rental online is a recurring positive in our reviews.
Customers appreciate submitting their documents and completing the check-in steps from their phone, with instructions to guide them through the process.
Here are a few examples:
Katarzyna Wilanowska's review: “Quick online registration, smooth process, low deposit, and fast communication.” · Google · 5/5
Rayhana Soltani's review: “Everything was done online, making the process quick and convenient.” · Google · 5/5
Several reviewers also mention receiving helpful answers before travelling. Naeem Khan, for example, describes getting prompt replies to questions about age requirements before booking:
Alongside this recurring positive feedback, there are individual accounts of missing confirmation emails or issues with payment recognition and selected options. Michal Povr and Kyrylo Voloshchuk both describe contacting support and having their booking or check-in issue resolved.
2. Car collection and keyless access
At a glance: Quick, independent collection is a recurring highlight, with customers appreciating clear instructions and access to the car from their phone.
For many reviewers, the main benefit is getting to their car without a lengthy collection process. Customers describe following the instructions, locating the vehicle and unlocking it from their phone, with the keys waiting inside.
“Find the car, unlock with phone, drive away.”
— Jake W · Google · 5/5
The reviews include both direct collection from airport parking and collection at a rental partner’s premises after a shuttle transfer. Customers frequently praise the convenience of these arrangements, including some who arrived late at night.
A smaller number describe difficulty locating the car or activating the digital access. Several, including Taylor Bowen and Marco Orlandi, say staff unlocked the vehicle remotely after they contacted support. Other accounts describe longer delays, making clear location details and access to assistance important parts of the experience.
3. Shuttle transfers
At a glance: Customers often find the shuttle convenient and easy to use, with locating the correct pick-up point the main area where some want clearer guidance.
Customers who booked a shuttle option frequently describe an easy transfer between the airport and the rental location. Positive comments mention short journeys, convenient connections and straightforward transfers in both directions.
“This was so easy! Shuttle bus from and to the airport is big plus!”
— Nikola Stosic · Google · 5/5
Some reviewers had difficulty finding the meeting point or identifying the correct bus, and a few report longer waits. Pauly offers a useful reminder in their review: the shuttle may carry the rental operator’s name rather than Offugo’s.
For a smooth arrival, check the meeting-point instructions and the operator named in your booking before looking for the shuttle.
4. Vehicle condition and cleanliness
At a glance: Clean, new or nearly new cars are among the most consistently praised aspects of the rental experience.
Customers regularly describe receiving clean, well-kept vehicles that are comfortable and reliable throughout their trip. Many mention low mileage, while others appreciate features such as smartphone connectivity, reversing cameras and automatic transmission.
“The car was practically brand new and in excellent condition.”
— Lada Slováková · Google · 5/5
The positive feedback spans different vehicle types, from small cars for exploring the island to larger models for family trips.
There are also comments about cosmetic marks, occasional cleanliness details and an air-conditioning problem. A few reviewers mention that a basic model felt underpowered on mountain roads. These experiences underline the value of choosing a vehicle suited to your route and recording its condition when collecting it.
5. Vehicle suitability and child seats
At a glance: Many customers are pleased with the vehicle supplied, including upgrades, while some highlight the importance of matching the car and child seats to their needs.
Several reviewers describe receiving a larger or better-equipped car than expected. Others praise vehicles that comfortably accommodated their family or suited the roads they planned to drive.
“We got a bigger car then booked (Peugeot 2008 instead of 208).”
— Joris van Zoest · Google · 5/5
A larger vehicle is not an advantage for everyone, however. Some customers wanted a smaller car, more luggage space or a particular transmission. Child-seat feedback also includes cases where the seat provided did not match the family’s expectations.
In one updated review, Kihulane describes receiving a replacement infant seat and later a refund of the seat rental. For families and travellers with specific requirements, it is worth clarifying those needs before arrival.
6. Returning the car
At a glance: Customers frequently describe returning the car as quick and simple, using their phone to complete the final steps.
The convenience of returning the vehicle independently is another recurring strength in the reviews. Customers describe parking, following the online instructions, taking the requested photos and leaving the keys inside before completing the locking process.
“The pickup and return process were both quick and everything was via phone which made it simple.”
— Parker Steed · Google · 5/5
Some customers report difficulty finding the designated return area, uploading photos or locking the car remotely. Several say assistance resolved the issue, although others experienced delays.
Checking the return instructions before setting off and allowing time to complete the final steps can help make this part of the journey easier.
7. Customer service and roadside assistance
At a glance: Many reviewers praise helpful, responsive support, including practical assistance with digital access and problems during the rental.
Positive feedback covers both everyday questions and situations where customers needed more substantial help. Reviewers mention assistance with booking changes, check-in, remote unlocking and replacement vehicles.
“Everyone I dealt with was extremely kind, helpful and professional, whether by email, phone or in person.”
— Timothé Lovergne · Google · 5/5
Timothé describes receiving a replacement car after a puncture. Other customers report help following a break-in or damage to a vehicle, sometimes explicitly crediting the local rental partner alongside Offugo.
Experiences are not uniformly positive: some reviewers mention slow responses, difficulty reaching the right contact or language barriers. Others updated their reviews after receiving further assistance or a refund. Knowing which contact handles your booking questions and which provides vehicle assistance is particularly useful when help is needed quickly.
8. Value for money and included options
At a glance: Many customers consider Offugo good value, particularly when taking the insurance and other options included in their booking into account.
Customers often assess the price alongside the convenience of collection and the options in their reservation. Depending on the booking, positive comments mention insurance, an additional driver, debit-card acceptance or an option to avoid a deposit.
“Price was absolutely fair for the service so not the cheapest but not too premium price.”
— Jake W · Google · 5/5
Some customers value the overall experience even when they do not consider it the cheapest available.
A few accounts describe differences between expected inclusions and the rental partner’s requirements. In response to one such review, from Michal Povr, Offugo acknowledged the problem and offered reimbursement. When comparing options, look at the total price and the conditions attached to the specific vehicle and rental partner.
9. Security deposits and refunds
At a glance: Many reviewers report receiving their deposit back promptly, often within a few days of returning the car.
Deposit refunds feature regularly in positive reviews. Customers describe receiving the full amount back and appreciate a deposit they consider manageable compared with previous rentals.
“I was also impressed that my full deposit was refunded within 48 hours.”
— moayad meralam · Google · 5/5
Other customers describe refunds taking several days, and some report longer waits or needing to follow up. A number of reviews also raise questions about deductions, which we address below.
The amounts and timings reported are individual experiences. Some reviewers booked an option without a deposit, while others paid one, so your own booking details are the reference for what applies to your rental.
10. Airport parking charges
At a glance: Customers appreciate direct airport collection, but the exit parking charge is a recurring detail that some feel should be clearer in advance.
Many reviewers enjoy finding their car ready at the airport and heading straight to their destination. Feedback also shows that the parking ticket can be a source of surprise, including for customers who otherwise rate the service highly.
Some, such as Chris.Y and S. G., say the payment was explained during booking. Others expected it to be included in the airport collection option or wanted a more prominent reminder.
When choosing airport collection, check the parking arrangements and any applicable exit charge in your booking information. This helps you understand the total collection cost before you travel.
11. Fuel, cleaning and other post-rental charges
At a glance: Post-rental charges are a recurring concern in critical reviews, particularly where customers question a deduction or how it was explained.
Several customers dispute fuel deductions, additional cleaning fees or administrative charges associated with traffic fines. Others describe uncertainty about an optional package or a charge linked to returning the car at a different time.
The details and outcomes vary. Bindu Shree updated a review to say that a disputed fuel deduction had been resolved and a refund agreed. Vasyl Pavliuk also reported receiving a refund after querying a return-time charge. In other cases, Offugo’s replies explain why the company considered a charge applicable, while the customer remained dissatisfied.
These reviews make clear why it helps to record the fuel level and vehicle condition at collection and return, keep relevant receipts and check what your selected options cover. If you have a question about a charge, those records can help the team review the circumstances.