My reservation was for a Nissan Pathfinder (3 row SUV) or similar. I received an email the morning of my reservation confirming my reservation was up to date. I arrived at BWI car rental building and I was told there would be a 4 hour delay to pick up my car. I was told I couldn't leave the premises as they would be calling out loud my name whenever a car was available. Whenever I went to the desk to ask for an update I would get a terrible look and a "I don't know sir" response. I waited and waited with two hungry 4 year old twins in the waiting room until I was finally approached and told that no 3 row SUV vehicles had been returned and that they couldn't tell me how much longer it would be. I had to accept a chevy equinox (much smaller 2 row SUV) that reeked of cigarette smell and we barely fit for the same price. I feel that the same way that people are penalized / charged for returning the car late, I should receive a refund for being given my car 4 hours later and a car that was lesser than what I paid. Terrible experience overall with very poor communication from staff.