Our experience with Sixt unfortunately turned into a farce marked by inefficient customer service, lack of communication, and a disappointing pickup process.

We attempted to use a corporate agreement that included an upgrade to Gold membership. Although we were repeatedly promised that the upgrade would be completed the same day, it ended up taking four days. Meanwhile, prices increased by approximately 50%. The staff in Denmark were friendly and helpful, eventually completing the booking through the employee portal (but still at 20% higher price). They also tried to coordinate with the office in New Zealand (NZ) to secure the original price, but without success. Upon arrival in NZ, the staff claimed they had never received any email from Denmark.

The pickup experience in NZ was a disappointment. We were initially given a VW Tiguan but quickly discovered that the windshield was damaged, requiring a replacement vehicle. Instead, we received an older Skoda—a clear downgrade with a poor infotainment system.

At the same time, the provided child seat turned out to be inadequate and dangerous for our baby. The staff were friendly, but their attempts to fix the issue was ad hoc or "made up", i.e., deviating from the manufacturer's recommendations. The solution was that we had to buy a new child seat ourselves, with a refund, but probably the cheapest models on the market. Further, then offering to help install the new car seat, the staff clearly did not have the knowledge to do it, making severe and dangerous mistakes in the process.

Three hours later, we were finally able to leave the rental location—with a worse car, a safe but low-quality child seat, and a lot of wasted time, which disrupted our evening plans.

This experience was far from the premium service one would expect. Expectations were not met, and the overall process was both frustrating and time-consuming. Sixt should work on improving their internal communication to ensure that customers receive the service and solutions they pay for.