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
Summary: 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:
Example 1) Katarzyna Wilanowska's review: “Quick online registration, smooth process, low deposit, and fast communication.” · Google · 5/5
Example 2) Rayhana Soltani's review: “Everything was done online, making the process quick and convenient.” · Google · 5/5
Example 3) Lada Slováková's review: “The self-service check-in worked perfectly, even at night.” · 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:
Example 4) Naeem Khan's review: “Prior to booking, I was contacting via email about requirements due to my age and provided swift responses. In the end, I was able to rent a vehicle with no issues involved.” · Google · 5/5
2. Car collection at Mallorca Airport
Summary: Customers frequently highlight the convenience of finding their car ready in the airport car park, without a shuttle transfer or a queue at a rental counter.
For customers who choose direct collection at Mallorca Airport, a recurring benefit is being able to head straight to the car after leaving the terminal.
Reviewers appreciate receiving instructions to locate the vehicle and completing the collection process from their phone.
Here are a few examples:
Example 2.1) Dirk's review: “The Roig car was waiting for us in the parking garage upon arrival at the airport. The email showed us the floor and parking space, and we were able to unlock the car with just two clicks.” · Google · 5/5 · Translated from German
Example 2.2)Pauline Mignaud's review: “We booked a car for Mallorca with them and it was absolutely perfect. I opted for pick-up at the terminal, which was very easy to find.” · Google · 5/5 · Translated from French
Example 2.3)Michael Menke's review: “Picking up and returning the car was very straightforward using our mobile phones. There was no waiting or need for a transfer to a location outside the airport.” · Google · 5/5 · Translated from German
Example 2.4)Matthieu L's review: “A very good experience with Offugo in Palma de Mallorca. I was sceptical, but everything went very well. Barely off the plane, the car was waiting for us.” · Google · 5/5 · Translated from French
Several reviewers also appreciate this arrangement when arriving late at night. Umberto Lugli describes arriving at around 3 am and completing the collection successfully.
Example 2.5) Umberto Lugli's review:
Alongside this recurring positive feedback, some customers mention difficulty finding the exact parking location or unlocking the vehicle. Marco Orlandi, for example, reports that support opened the car remotely after he called. Other accounts describe longer delays or difficulty reaching assistance.
3. Car collection with a shuttle transfer
Summary: Customers often describe the shuttle transfer and collection at the rental partner’s premises as convenient and straightforward, with clear instructions and an easy collection process.
For customers who choose this option, the journey starts with a shuttle transfer from Mallorca Airport to the rental partner’s premises.
Positive reviews highlight convenient connections and a simple process once they reach the car.
Here are a few examples:
Example 3.1) Joris van Zoest's review: “Easy to book, clear instructions and very easy pickup with free shuttle service to and from airport.” · Google · 5/5
Example 3.2) Ludovic Lemonnier's review: “Everything is done by smartphone, no waiting, and all the instructions are simple and clear, both on arrival and on return. The car is almost new. The shuttle is easy to find both on arrival and on return.” · Google · 5/5 · Translated from French
Example 3.3) Kylian Dufrene's review: “Everything is very simple, the shuttle from the airport to the rental office runs very frequently, the vehicles are in very good condition and their Keyless system works perfectly.” · Google · 5/5 · Translated from French
Example 3.4) Jakub Vrána's review: “A shuttle bus was waiting for us at the airport and took us to Roig, where the car was ready. Unlocking worked without any problems, and the car was almost new.” · Google · 5/5 · Translated from Czech
Several customers describe collecting the vehicle independently using their phone once they arrive at the rental location. Others praise the organisation of the transfers: Serhii Teodor Hopenko, for example, describes the shuttle as punctual and well organised.
Tip: Check the meeting-point instructions and the operator named in your booking before looking for the bus. For your departure, allow time to return the vehicle and take the shuttle back to the terminal.
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.