Great service, very short wait time.

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.

Returning a car with Avis is quite convenient. Sometimes, young staff members will recommend upgrades, which can be worthwhile. For example, I paid an extra $10 per day to upgrade to a GMC Yukon, and it was totally worth it. However, if an older staff member helps you, they often lack the knowledge to offer any useful recommendations. For instance, they might class a Ford Expedition the same as a Chevy Tahoe, but the Expedition has a noticeably smaller cabin. While the Ford might handle better, if I cared about handling, I wouldn't choose a large vehicle. Most in-office staff are nice, but the people at the exit lot, whether Mexican or Chinese, act pretentious. That's a definite negative. You're just a parking lot attendant, there's no need to act superior, especially to Chinese customers. Because of this, I will never rent from Avis again. They are the most expensive and don't offer better service! Avis mostly lacks Chevy Tahoes!

The Filipino lady at Avis was very helpful, and upgrading the license was free. Not bad, thumbs up. Chose AVIS many times afterward.

I have been charged 435 US dollars outside of my already paid amount for this reservation. 174 were cut as security and 239 have been cut after we dropped it off. This is highly unprofessional and has not even been authorized. ALSO NO RECEIPT OF THESE DEDUCTIONS HAS BEEN RECEIVED. Please have this reversed.