Staff is really helpful. They upgrade me and help me in a difficult moment

Did not realize car pickup occurred at site remote from main rental car pickup site. Too much additional time involved! Also, long wait once arrived at Routes rental pickup site. Also, learned at pickup site that insurance card had to be provided. Not made clear enough at time of booking, and did not print out with pickup instruction sheet.

I had booked the seven-passenger van. Then I told my group to use your company for rentals. When I got to the pick-up location. Your staff said We have a 7 passenger Tacoma only. We needed space for luggage. After 30 minutes of wait, she brought the van. My group had cars reserved both got Jeep wranglers.

A bit upset that we didn't get the car we booked or anything close to it. I needed a car with a secure trunk that locks so that we can store our luggage in there without worrying about someone breaking the window to steal our items.

Many thing need to improve ❗️