Izabele, the woman working the front desk, was wonderful. I would give her five stars, because she honestly did the best she could. She had called her manager the night before to get the 2 SUVs she needed (one for me, one for another customer). She called him again as soon as I arrived, to find out where they were. She kept on him, and gave me the updates he gave her (just a few minutes more, not long now, soon, etc). It is ABSOLUTELY NOT HER FAULT that her manager did not have the cars to her location when she needed them, or that he did not give her accurate information. She waived the fuel requirement for the rental as compensation for my four-hour wait.
The manager did not have the cars at that location when I arrived for my scheduled 8 am pickup. He did not give his counter associate complete information when she called for updates, so from 8 am until nearly NOON, I was told "It should be here soon, just a few more minutes." I could tell she was just as frustrated as I was, especially when the next SUV customer arrived and was told there wasn't one available and may not be one available for quite some time. Apparently there was a tire problem with the car that they wanted to get checked out, which I appreciate, but I would have appreciated it more if he had told Izabele, so she could have let me know, rather than both of us getting annoyed with the manager for taking so long. As for drop-off, I had to do an after-hours drop-off, and there are two sets of instructions on the window with conflicting information, I followed them to the best of my ability, and I hope everything turned out right.