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.

Did not buy insurance, reception was not happy, the reserved car was not available, switched from Edge to Murano, and charged an extra $121. Not sure what the charge was for. After multiple calls, nothing was resolved. Will stick with big companies in the future. Regardless of the English text on the online order, it doesn't matter. They simply don't acknowledge it.

Convenient

The counter staff Alison was very helpful and as all of us were really tired and needed to get our rooms at the earliest, she made the whole process really smooth. The car was great with enough room to take all our luggage. CRITICISM: Can you please specify which fuel the car needs on the keychain. I had to call your US customer service from my UK phone to find out if it was petrol or diesel.

Easy to use.

We had our travel plans change and had to drop the car at a different location and time. It was a very stressful time as a family member is termanal and we needed to change everything. They were understanding and made things easier for us. Kudos to Austin out of the Flagstaff office for being helpful and understading.