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  • The worst car rental experience ever. I filed a complaint with Hotwire and hope they never use them again. I will not rent with Hotwire again for car rentals in the Vegas area. When I arrived at 9:15pm there was one couple being helped. There were 4 other employees, 2 at a counter and 2 others wandering around and/or moving cars around. Nobody acknowledged me in line or offered to help/etc. After approx. 15 minutes I asked one of them if there were any other people working and she said "no". She turned out to be some kind of trainee (needs more training). Carlos Alvarez was the manager on duty and he also didn't say a word to me during this whole time. After the 1st agent finally finished with the other couple, she called me up next (about 25 minutes after arriving). She processed my rental, card, etc. and said my car wasn't ready yet and to wait in their waiting area. Since they weren't even sure which car I was getting the paperwork wasn't completed or signed yet. After about 10 minutes she came over for the signature and gave me a receipt. The receipt said my car was charged for $371. The receipt says they charge a deposit 3 times the rental or a minimum of $250. I went to Carlos the mgr and asked why I was charged/pre-authorized for more than $250 since my rental was only $60 (all tax and fees included). He said that because it was Hotwire they have a higher authorization. It's not stated anywhere and I asked him how the arrived at $371 and he said he didn't know. I guess they just pick a number..... I get the car and on the receipt there are about 6 items marked as damage. It states that any other damage not listed is the responsibility of the renter and that if there additional damage you must bring it to there attention immediately. The trainee tells me "it's OK it's in the system, don't worry". I say that's not what it says and I request the info be added. Carlos comes out with his phone and starts typing a bunch of stuff into his phone, without saying anything to me, and finally walks away and reprints the receipt with the updated info. I finally leave the rental office with the car after 1.5 hours since I arrived. When I left there were about 20 people in line and I can only imagine how many hours they had to wait. The shuttle staff and return staff were the only thing that redeems for 1 star. They were 5 stars and the rental staff were -4 stars. Avoid at all costs!!!!
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