Counter staff very friendly

Very satisfied

The staff had a bad attitude. When I pointed out that the car given to me was different from the one I reserved and requested the reserved car, the staff kept pushing me to pay for an upgrade. When I refused, their attitude became even worse. I contacted the rental company's customer service on-site, asking them to communicate with the staff over the phone, but the staff's attitude deteriorated further. The whole negotiation took about 90 minutes, and in the end, I only got the Hyundai given to me initially, not the reserved Ford or any of the other models listed as possible alternatives. I have booked directly through AVIS's website before and experienced similar issues, but they were resolved satisfactorily after negotiations. This was the worst rental experience out of my six times renting a car in the U.S.

The queue was longer than at AVIS next door

The good: vehicle provided exactly as rented at the web site. Could even choose colour. The bad: almost 2-hour wait line at the counter for pick-up. The worse: an invoice with unexpected and incomprehensible extra charges after drop-off.

Excellent booking platform. Excellent Price Drop feature. Better information should be provided regarding possible extra charges after drop-off. Better information should also be provided regarding the Axa insurance. For example, contacts and what to do in case of an accident.