I spoke with 3 different representatives. The last one who actually works on site. I been this site numerous of times, and with my company having travel ties receiving numerous of notifications from us. I am an Emerald Club Executive Elite member and an Enterprise Plus member. The staff has never been a problem, my 3 star rating came from being promised a particular type of vehicle that I requested. Seeing that the vehicle was at the site earlier that week(actually two) I was thinking one would have been reserved especially since I was told I was the only one who requested a Premium SUV and I was told this on Wednesday and again on Thursday. Now when I called on Friday to see if I could get my vehicle the night before, I was told there were no Premium SUV available and mines will be there in the morning. So when I went there I saw that the premium SUV I requested was not there. The agent that was helping me explained to me that they do not give out particular types of vehicles only the size and within my notes there was nothing about premium SUV being XTL at all however the agent who book it and the rep who confirmed my reservation that works at the site as well(who was there) both read off my request. So knowing already and walking out with the other agent I knew I was going to be a little more disappointed. So he takes me to an expedition it was a decent size, but it was not the extended version I requested. I specifically requested an extended SUV because I was driving 5 adults and 3 children all at least 5 feet tall. So the leg room would have been perfect. However, I had to settle for a smaller premium vehicle and driving 3 plus hours to and from multiple stops had to been made. I understand that certain types of vehicles aren't always available but if a particular length is requested that should be guaranteed. Will I return to the site yes(it's only 3 miles from my home) but I hope this long comment will help (corporate) help the sites with the guarantees. I don't think it is fair to the sites when the phone agent guarantees something the site does not have.
All USA
I spoke with 3 different representatives. The last one who actually works on site. I been this site numerous of times, and with my company having travel ties receiving numerous of notifications from us. I am an Emerald Club Executive Elite member and an Enterprise Plus member. The staff has never been a problem, my 3 star rating came from being promised a particular type of vehicle that I requested. Seeing that the vehicle was at the site earlier that week(actually two) I was thinking one would have been reserved especially since I was told I was the only one who requested a Premium SUV and I was told this on Wednesday and again on Thursday. Now when I called on Friday to see if I could get my vehicle the night before, I was told there were no Premium SUV available and mines will be there in the morning. So when I went there I saw that the premium SUV I requested was not there. The agent that was helping me explained to me that they do not give out particular types of vehicles only the size and within my notes there was nothing about premium SUV being XTL at all however the agent who book it and the rep who confirmed my reservation that works at the site as well(who was there) both read off my request. So knowing already and walking out with the other agent I knew I was going to be a little more disappointed. So he takes me to an expedition it was a decent size, but it was not the extended version I requested. I specifically requested an extended SUV because I was driving 5 adults and 3 children all at least 5 feet tall. So the leg room would have been perfect. However, I had to settle for a smaller premium vehicle and driving 3 plus hours to and from multiple stops had to been made. I understand that certain types of vehicles aren't always available but if a particular length is requested that should be guaranteed. Will I return to the site yes(it's only 3 miles from my home) but I hope this long comment will help (corporate) help the sites with the guarantees. I don't think it is fair to the sites when the phone agent guarantees something the site does not have.