Truly remarkable series of failures here. We waited an extra hour because they didn't have cars ready to go, then they didn't have the kind of car we had reserved (compact) so we got an SUV instead. Then the rep nearly charged us for an extra day before we caught her mistake. THEN, just as we arrived at the vehicle, another man was placing his luggage into it having been told it was his.
The rep we spoke to was very courteous and understanding. Hardly mattered.