There were quite a few people in line, and with only a few counters, I waited for more than half an hour. However, the crowd indicates that AVIS is quite popular.

There was no Malibu available at the time, so they gave us a 7-seater Mitsubishi Outlander. It was perfect for our group of three adults and two kids. The third row was spacious for the two children, and the second row can fold 4/6, making it convenient for luggage. The 2.0 engine is a bit weak, but the fuel consumption is 7.4L/100km, not high. Gas is cheap in the US. Returning the car was super easy, took only half a minute.

Service attitude, waiting time, and vehicle condition need to be addressed separately: Our flight arrived at 10 PM local time, and we got to the rental office around 11 PM. Many rental companies are located on the same floor, and some had no staff at their counters. AVIS had the longest line, which we didn’t expect. After waiting for half an hour, it was our turn. The procedure was normal. The clerk asked if we needed an SUV and how many people and luggage we had, then gave us a Jeep Cherokee. I asked if it was the Grand Cherokee, and he said yes. When we went to pick up the car, we realized the model was much smaller than what we booked. We called the rental company several times but they needed time to process it. Eventually, we went back to the counter, by then the male clerk had gone off duty and we were helped by a female clerk. She admitted we were given a downgraded car and offered a full tank of gas as compensation, which didn't matter much as gas is cheap in the US. We asked for the price difference, and she printed out the receipt showing a difference of $220. It was clear we were downgraded without any notice. After confirming the downgraded price, we took the car since they didn't have the same class available. This whole process took us a long time and we got to our hotel very late, making this experience very unpleasant.

Very simple process

The car pickup process was smooth. The staff recommended roadside assistance insurance, which would cover towing costs in case of an accident. I didn't think it was necessary, so I declined. Everything else was fine.