Here's my mailing just from now with VIP cars, you can understand how was it: When trying to call Enterprise from the airport and from the train (never answers on the site) I clearly mentioned I will arrive few minutes after 13:00pm. Never told you 1.5h, don't know where this came from. 1. They moved to bizarre place arround the atation, into hotel, on a roof, around the roof, walking on the road with no pavement or how to roll the suitcases. For sure mature people would find it very difficult to arrive there and handle this difficult way, not to mention handicapped people, so many stairs with suitcases. 2. No one mentioned any directions to this bizarre place. No sign where to turn or any guidance. It felt like ESCAPE ROOM. Find Enterprise car rental. This alone cost us 20 minutes, and also because we were sharp and physically in shape! 3. I repeat myself again, why they never answered to me? To you? To mails? No phone call was answered, why? Why haven't they called us??? 4. Give me a break! Completing the papers, takes more than 15 minutes, no one was there completing any papers with anyone and handing them our car. CAR WAS NEVER THERE AT FIRST PLACE. 5. Many people came after us, and most of them if not all, had arguing with the representatives since no car was handed to them either. A Spanish couple stood there on the sun getting mad by rhetoric answers and going with no car. The site has problem with cars not related specifically to our case. 6. I would be more tolerant if anyone there would have been more helpful, with real intentions, or admitting at least they never had the car, or trying to upgrade with some extra money - anything, it would felt better. The representatives, to my opinion, was already fed by so many customers complaints from the last week of the holidays, and could barely handle more issues, like when we arrive, hence answers become rhetoric and automatic with zero understanding or trying to help. Then I called from the site to you, 30 minutes with a lady, she tried to help, she was smart and tried seeking a solution. However, you're not the car rental on the site, what can you do if they don't cooperate with you, and you have no influence! Then, she clearly said she will refund me. Listen to the phone conversation. I am saying again, we already had hotels booked and lost time, needed to take extra night in Barcelona, we didn't expect to stay, it was highly expensive due to last minute on holidays, plus taxis back and forth. Plus wasting full day on searching for another car. This all will be issued as a law procedure by my family lawyer. For sure Enterprise service would be known to anyone I know. So, don't tell me about 2 info's, since I know exactly what hell of a day was that, and it's implications.