First, except for the golfers and a slightly longer wait, just read Kevin S's review. I just don't understand this customer service model.
These are tough economic times and when my company's rental deal with Enterprise spits out a slightly cheaper deal than Hertz, I figure I should take the cheaper route. Who am I to take the more expensive option so that I can be treated to a seamless rental experience? What kind of blue-blood do I think I am?
This is just becoming the same story over and over and over again. The saga continues. When will this dim-witted Ohioan learn?
This time I was stunned at the "dual counter strategy". Two times to hit you with the up-sell. The next comical moment came after checking in for a compact car upstairs, I get downstairs and I'm told they have no compact cars ready, but they will be clean in 10 minutes. I had an appointment in 15 minutes and wasn't sure exactly how to get there, so the answer was "I can't wait 10 MORE minutes, thanks". To which I was told I could take a minivan for the same price. What do I look like, a soccer mom? I took it. I had to go. This is like uncool dude hell.
Like Casey C. said, this place has the Seinfeld car rental approach. You can take the reservation, you just don't know how to HOLD the reservation.
And isn't that the most important part?