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Just sharing this experience with Enterprise in the UK as you might assume that if you have booked / paid online / checked in online for a van that the local branch would have one in stock…
We booked a van online on Sunday for pick up on Monday morning. All sizes were showing as available . 8am Monday get a phone call, no vans available until Tuesday evening. No, it’s not a one off glitch the website allows you to book cars / vans regardless. Poor staff have to then allocate the vehicles and call up the disappointed customers. Of course it will take several days for the refund to come back. I recommend you book elsewhere.
Whilst ringing around on Monday morning trying to find an alternative van I found one at another Enterprise branch, they wanted double what we had paid. I politely declined to do business with them and suggest you do the same.
This is typical for pretty much every car hire firm on the planet.
Worst was Sixt in Argentina, no cars available at all, come back in 2 days time and we may have something.
Second worst one was Avis Salt Lake City, who had no vehicles at all apart from pickup trucks when i’d rented a standard saloon. Had to wait over 2 hours before being given a choice of a massive SUV or keep waiting. Since I had a 4 hour drive ahead and was already late/arriving in the middle of nowhere in darkness I took it. Cost me over $200 in addiitonal fuel.
Next worse was Alamo Fargo, again no saloons, offered a “minivan”, a long wait or a subcompact that would barely fit my suitcase in the boot (had to force it in). At least they did refund $100 when I dropped it off 1500 miles later.
The car rental industry must be the worst of all industries where what you pway for is most unlilely to be what you get.
We must have been lucky then, we rent cars in Spain 6 or 7 times a year and they just give us what we ordered or maybe something slightly bigger. Never had an issue in the US either.
I feel sorry for the staff, they will be getting constant earache from irate customers.
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