Satisfactory

We picked up the car in the morning with hardly any wait time. The staff did not push us to buy insurance.

Terrible experience, really terrible... We booked a car in Toronto while in China, with a return in Quebec, an 8-day trip. We arrived at the designated pick-up spot about an hour early. There were two drivers in our group... and each of us was told our documents were inadequate. One didn't have a Chinese driver's license, which was understandable, but the other was rejected because the photo was not satisfactory. Communication was difficult in a foreign country... we had no other choice. However, under the same conditions, we immediately rented a car from Hertz next door. Because the pick-up spot was in an underground garage, the signal was poor, and communication took longer than our pick-up time window, resulting in order cancellation. We contacted customer service to explain the situation... but now they are saying our prepayment is non-refundable. Can this kind of special situation be handled differently? Charging some fees would be acceptable... In the future, please make sure to plan well for pick-up and return times, including any possible flight delays.

The location is right across from the parking lot at Toronto T3 arrival floor, fairly easy to find. The staff were very friendly!

The counter staff had a great attitude and didn't try to upsell insurance. After seeing our order, they reminded us of the current insurance coverage we had purchased and just asked if we needed any additional insurance. They also asked if we needed DPS and a child seat (since we had a 6-year-old child, though we had already brought our own child seat). The car was handed over to us by a friendly young Black man who thoroughly explained how to use the vehicle. We had booked a familiar Toyota but received a Chrysler C200 instead, so we needed some extra instruction. When we returned the car, the fuel was not full, but the charge was reasonable and the process was extremely fast. Very satisfied with Alamo's service.