Pros: Alamo customer service addressed my concerns that the employees, including a manager, entirely and rudely dismissed and supplied me with a voucher to be used on a future airport rental.
Cons: I was misinformed twice about the requirements to rent a vehicle, over the phone, then in person. This cost me precious time, undue effort and capitol on the most important day of my life. The model that I reserved was not available and the manager of the location tried to casually downgrade my luxury reservation to accommodate what inventory was available instead of locating my reserved vehicle and the employee who went to find it. The vehicle was an suv and not a sedan, as reserved, which made our disabled occupants struggle entering and exiting.
The vehicle was rushed through the cleaning process while we waited and was washed on the exterior and brought to us wet. The interior was filthy and had no cleaning done whatsoever, this was a major concern to us during this global pandemic as we were informed that all vehicles underwent an extensive disinfection and cleaning process. Passengers of ours were HIGH RISK candidates for Covid 19 and it took me an extra half an hour to clean and disinfect the vehicle to an acceptable standard, a risk I was forced to take, along with more of my precious time on this day. The associate who presented our vehicle to us gave us no walk around or paperwork to assess prior damage, of which there was some, and literally handed me the paperwork, said "Have a good one" then ran away, back to his station. My associate and I were shocked by the experience and had no option after an hour and a half of this process but to take the vehicle and be on our way. The entire time we were treated like second class customers based on the fact that we used a third party service to reserve the vehicle. My reservation was for noon and we did not leave the lot until 1:30, though our pickup time was entered as one o'clock. I have rented from Alamo many times and have never experienced such a hectic, confused, disgusting, unsettling, overpriced and unprofessional occurrence such as this.
