Booked a Mercedes E, but upon arrival was told they didn't have a CLA. After a lengthy discussion, they finally provided a Mercedes C. Additionally, the deposit paid during rental has not been refunded after more than a month.
I booked an automatic SUV for 10 AM. When I arrived on time, they gave me a small car without consulting me, which couldn't fit my three large suitcases. When I asked for an SUV, they told me they had no other automatic cars available and the only option was to wait for someone to return one. I ended up waiting until the afternoon, and even then, they were slow to check and clean the car. After several reminders, I finally got the car past 2 PM, meaning I waited over four hours. There was no apology at any point, making it a very unsatisfactory experience. Overall, it was a terrible experience.
I was given a complimentary upgrade but was charged £2.75 extra when I dropped off the car, which was puzzling as the staff member said it was the difference between the car I ordered and the car I was given. It wasn’t worth quibbling such a small amount but should not have been the case. There was something wrong with the car’s steering, which I reported on returning the car. It veered to the right at speed and when accelerating. Not safe.
Staff arrived to work 15 minutes after the desk opening times. All other rental desks were operational from 8AM except Budget who started at 9 (well 9:15). That was very annoying!
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