Waited a long time to get the car because the model I reserved wasn't available. They eventually gave me a Jeep, but it was an older model. It looked larger, but had less luggage space than the full-size sedan I originally booked.

The vehicle was relatively new, pick-up and drop-off procedures were simple, and the staff was friendly.

Counter staff was helpful once I had a mask. Unfortunately they couldn't provide one and it added an extra 60 minutes to get the car

I had booked for Ford Edge or equivalent. However when i went to the pick up point, neither Ford Edge was available nor equivalent. I had to escalate to Budget. However the Customer service at the pick point was good, she committed to give the car 4 hours later and call me at specific time. Fortunately she called exactly at the time and offered me Ford Explorer which was an upgrade to Ford Edge at no extra cost. Excellent service to make up for the initial failure.

You have to take in account that people who rent a car, don't know necessarily all types of cars, so the person who gives you the key to the car has to ask if you know the specifics of the car to rent. Finally a colleague came to help. When I brought back the car, everyone was helpful and nice. Thank them please.