No show at counter

I was allowed to book my reservation and even pay prior...how ever upon pick up is when I met with complications . where as I could not pay some deposit with my card...your company has allowed a person's to use debit cards but in limited capacity....

We were supposed to get a Jeep Grand Cherokee or similar, what we received was a Mitsubishi Outlander Sport which is a really small suv. And this was after waiting in line for about 40 minutes. I did not go back in to complain because we had been up a really long time at that point and I had my 5yr old and 11 month old with me and they were ready to go plus there was only two people working the counter and at least 20 people waiting at that point. So we just left after barely being able to get our luggage and car seats into the tiny car. I would like to have had the larger vehicle but my kids were done and could not have waited the hour or more for me to get back to the counter.

Your side was great, no issues and would use again.

Counter staff very friendly and helpful.

dit

Dislike: Staff tried to replace vehicle with one I was not interested in (larger less efficient van) and took awhile to provide correct one

Like: Rental specialist was great, she was humorous and was quick to help us. It was very late so we could tell that everyone was tired, but we were helped and it was quick. Experience was great because our vehicle was not available, and we got a free upgrade. Specialist also did not at all push for any additional products or services, which is great and helps speed up the process for clients who know what they want!
Dislike: Being close to the airport means that this location will have lots of clients who arrive later than expected due to delayed flights. As this is out of everyone's control, a more legendary customer experience would be to have plans and accommodates for these clients. I was 1 hour late in picking up my vehicle, but it was given away because we were late. Although our rental specialist was able to upgrade us without a fee, it leaves me thinking what if there were no vehicles left, what would we have done? Car was also very dirty, food crunches left everywhere, windows were absolutely disgusting. We did have to clean it ourselves.