The best car rental experience for us!

I went to so much trouble to ensure I book a Ford Mustang (which is celebrating its 60 year anniversary in 2024) as a surprise for my wife who happened to turn 60 on the 29th September 2024. Needless to say it was impossible to find another Ford Mustang an hour before I was to book out of our hotel so we trundled along in a RAV 4 which I would not drive if you paid me back in Australia. As you can imagine it was an absolute mood spoiler on what should have been a HUGE surprise. I understand that cars get damaged (which is what I was told) but to then offer an entry level RAV 4 as replacement is a slap in the face – I would have thought that the least your company could have done was to offer us a complimentary upgrade – what I would have expected of your company was to advise me upfront that the vehicle was not available, when it became evident – but I guess that is too much to expect given the volumes of customers you deal with.

The service attitude was average, but there was poor communication between stores, leading to information asymmetry and unmet promises to customers.

It's okay

We arrived 35 minutes before scheduled pickup time. It was not busy at the counter. They still made us wait until the precise pickup time. Not a second sooner

We never had this car. They were sold out and we had to wait more than an hours to finally get the smallest car in the parking lot.