Didn't see anyone, but encountered no problems

The unexpected last-minute changes caught us off guard and disrupted our plans and arrangements.

I booked this after seeing good online reviews, and chose a Volvo model, which is a plus. However, this was the most frustrating car rental experience I had across various islands in Hawaii. First, this company, Envy, does not have a physical store; the car was in a parking spot that we had to find ourselves. The location is okay if you're arriving from an international flight, but from an inter-island flight, it's a long walk. The direction signs for picking up the car were also confusing. The first elevator only goes to the 3rd floor, but the instructions only mentioned the 4th floor, which led us to search the building for an elevator that goes to the 4th floor. Even the information desk people couldn’t help. Secondly, if you have a lot of luggage, it’s quite an effort because there is no elevator going to the floor where the car is parked. Thirdly, as I had a lot of luggage, I booked a 7-seater SUV to fold the third row for luggage space. The car I got had a broken seat in the third row that wouldn’t fold down. I called the customer service of the rental platform, and they said they couldn't guarantee the third row could be folded down, which shocked me. Is this like saying they can't guarantee the wheels are round? They pushed me to contact Envy. Envy didn't answer the phone, unlike other companies like Alamo where you can choose a car and reject or change if there's an issue. With Envy, you only get the one car in the spot. I emailed Envy and got an apology but no follow-up. After this, the rental went smoothly, to be fair. For returning the car, you have to follow the route in the email to the parking garage. There's no GPS address, so if you take a wrong turn, it’s quite troublesome. As for another issue, I haven't fixed the overtime parking fee with either Envy or the rental platform.