Toronto-Waterloo-Niagara Falls-Toronto-Kingston-Ottawa-Montreal-Quebec-Montreal-Vancouver-Victoria-V

The process is simple and the staff is friendly.

Barely any queues, very smooth process

Customer service lacks problem-solving ability

Terrible experience, really terrible... We booked a car in Toronto while in China, with a return in Quebec, an 8-day trip. We arrived at the designated pick-up spot about an hour early. There were two drivers in our group... and each of us was told our documents were inadequate. One didn't have a Chinese driver's license, which was understandable, but the other was rejected because the photo was not satisfactory. Communication was difficult in a foreign country... we had no other choice. However, under the same conditions, we immediately rented a car from Hertz next door. Because the pick-up spot was in an underground garage, the signal was poor, and communication took longer than our pick-up time window, resulting in order cancellation. We contacted customer service to explain the situation... but now they are saying our prepayment is non-refundable. Can this kind of special situation be handled differently? Charging some fees would be acceptable... In the future, please make sure to plan well for pick-up and return times, including any possible flight delays.

The car shake a bit when I slowed it down on highways going around 100-120 km/h. I believe it needed a service but overall experience was good.

I don't think price drop protection kicked in for my booking but it surely gave me a peace of mind which I appreciate.