Upon arriving in Los Angeles to pick up the car, we had booked a 7-seater Mercedes GLS SUV, but when we got to the Hertz rental point, the staff clearly told us that the system showed we had booked a 5-seater Mercedes GLC SUV. We had five people in our group, four adults and one child, plus three suitcases, which the Mercedes GLC could not accommodate. The staff insisted that their system showed our booking was for a 5-seater (even though we had a printed reservation for a 7-seater large SUV, the Mercedes GLS). Eventually, we paid an extra $400 to upgrade to an Infiniti QX80 (the rental platform's customer service agreed for us to pay the upgrade fee first and take the car to avoid impacting our schedule, and they would handle the coordination later). The staff also provided a handwritten note explaining the situation. The whole process took about two hours.

The reserved specific model was not available, initially offered an upgrade from C300 to Audi A3

Satisfied!

The car provided was significantly different from the one I booked!

Car wheel alignment was waaaay off. When we drove, it felt like the wheels were going to fall off. Unfortunately we were too far away to get the car replaced so had to deal with it.