Did not pick up the car

This was our first time booking through Routes, and honestly will never book them again. We specifically went with them because we wanted a Jeep Grand Cherokee. However, when we got there, we were told they didn't have any... Not just that they were all booked up, but that they don't even have any in they car registry. They gave us what they thought was of equal value.. a Kia. The the other sites I was looking at while booking had the same Kia's for quite a bit cheaper. But its want a Kia. The free airport shuttle took over 2 hours to pick us up, because they only had one shuttle and had multiple pick up locations through the Vancouver airport. It was also full when it drove by us... We called multiple times (3times) to inform we were still waiting. When we got to the rental building it was a old converted night club, but very very very busy. We waited another hour in line to pick up SUV.

I spend around 45 minutes to received my car. I booked Toyota Yaris bus I received the bigger one than I booked.

Yes, I must agree that Routes YVR provides excellent rates as compared with other competitors in market. That's the reason they're people thrive at their location. But but but.. their front office staff is really very pathetic. They treat customers as if we've taken million $ credit from them. Entire staff is so rude that I don't have words to define it. I don't expect them to always have a smiling face but expect them to be polite. If they don't love their job, just quit and let right people manage it. I booked an intermediate car and they gave me Jeep Wrangler. Whooping it's mileage is just 8 kms/litre in city.

Easyrentcars is a very convenient way to book rental cars with comparison of rates among all vendor. I prefer to book via them.

The shuttle from the airport was a horrendous THREE HOUR experience due to mainly traffic. Once at the Routes office yet another agonizing 50 minute wait due to inconsiderate and inexperienced staff. After 35 minutes to get through the sign-in, the pre-inspection found the vehicle was NOT clean and ready, the lot jockey collided with another vehicle in their lot rushing it over to the cleaning bay. Another vehicle was brought in, NOT clean, so we had another 15 minute wait to finally get our “not to clean” vehicle ! This four hour + fiasco set us nicely into Vancouver rush hour traffic which was not in my plans considering we landed at YVR at at 12:45pm