Excellent service,

Good Site to book, specially with notification for price drop option.

Upgrade very costly on gasoline.

We called to return the car the night before, didn't get an answer at the location, so tried the 800 number, to confirm that someone would be there to drop off the car. When I arrived all the doors were locked, even though online it said it closed at 8 pm, and it was 7:54 pm. There were other customers waiting in the parking lot who said they were supposed to pick up their car at 8 pm and couldn't get any answer. In calling back the 800 number the service was rude, and said it was 8:03 and the office was closed nothing she could do from Toronto office. In the morning I received a call asking if I could return the car early as they had a customer waiting. Very poor planning and experience with Routes.

Vehicle was bigger than the one booked, I presume it was because I collected it on the Sunday of a holiday weekend; this posed problems with my 95-yr-old mom as the vehicle was too high off the ground for her. We managed though. I was disappointed not to be able to book further insurance and reduce the amount deductible in case of a claim, but I was very pleased with the cost of renting the vehicles do the online booking process was easy. I had tremendous difficulty though with the pick-up location and ended up waiting 1.5 hrs for them, as they were waiting in a location that someone else told me was not a available for vehicles to enter so I didn’t wait there. It turns they’d been there twice and couldn’t see me. Then when I dropped off the vehicle, I booked an Uber in advance to collect me from there (I needed to go to the train station and not the airport), but the Uber driver could not find the Routes location, so I ended up being stranded ... a Good Samaritan ended up helping me out.

They never picked up their phone upon my arrival in Ottawa. Free shuttle never happened. Never again.