Had reservations 2 weeks in advance, went to pick up car at 7:30 AM when they were to be open, was told by Dan no one there yet. Waited finely 7:37 lady shows up took a phone call and then 7:45 says no intermediate size cars I can get a down grade or pay for upgrade. I am a 5 star customer been with Hertz for over 20 years! I said I did not want to pay more nor get a downgrade for the price I paid. After another 10 minutes her call and taking phone calls she said give me your license, insurance and credit card I'll get you the upgrade! I finely got out of there at 8:18. 5 star is nothing to them anymore. 5 star use to mean your keys were ready when you get there and no waiting. Not anymore at this location last management was wonderful they cared about their clients. After this rental I'm going to enterprise or another car rental place who treats their customers right!.