I made a reservation in advance and was slightly delayed by traffic, returning the car within an hour past the scheduled time. The agreement was that there would be no additional charges, but the drop-off location still charged an extra $160 for being about 50 minutes late. The original reservation details were not properly communicated to the drop-off point. Ultimately, after waiting about 30 minutes in line and communicating with them, the charge was refunded. If you need to catch a flight, this can be very stressful. I hope the phone customer service and the office staff can coordinate better.