Got off to a rough start as we had to wait for an hour and a half to get our car after we checked in. The attendant said that the car was being cleaned and should be ready in 15 minutes. She would call our name when it was ready. We, along with others, waited and waited. The attendant would disappear unless new customers were at the counter and another person would come out every so often and call a name. Our name was never called. Finally, after over an hour, I caught the attendant before she disappeared and told her we had been waiting a long time. She asked me my name and I gave it to her. She then looked and said, "Oh, you already picked up your car!" I said obviously, we hadn't. She said so and so called your name. I didn't argue. She couldn't figure out who had gotten "our" car, which she said was a Kia Soul, a lower model than what we reserved. Finally, she gave up and said "I will just have to give you the Buick Envoy," which turned out to be a little bit better for us than the sedan we had reserved. This was good since we were going to keep it for 16 days (and ended up driving 3500 miles). When we turned the car in, the amount billed was less than I expected. The receipt showed that they didn't start charging us until 3 days after we picked it up. I don't know why they did this (no explanation), but it made the initial hassle worth it in the end.