Great booking process and value, however the car could have been better cleaned + shorter wait time

This was our first time booking through Routes, and honestly will never book them again. We specifically went with them because we wanted a Jeep Grand Cherokee. However, when we got there, we were told they didn't have any... Not just that they were all booked up, but that they don't even have any in they car registry. They gave us what they thought was of equal value.. a Kia. The the other sites I was looking at while booking had the same Kia's for quite a bit cheaper. But its want a Kia. The free airport shuttle took over 2 hours to pick us up, because they only had one shuttle and had multiple pick up locations through the Vancouver airport. It was also full when it drove by us... We called multiple times (3times) to inform we were still waiting. When we got to the rental building it was a old converted night club, but very very very busy. We waited another hour in line to pick up SUV.

As always Easyrentcars was amazing! The only complaint is we needed snow tires for traveling to Whistler from Vancouver, but no where to select the option. But other than that super easy to book, used the price dropping checker and got the SUV for a little cheaper.

The wartime to get the car, and especially to drop off the car and have the shuttle take me to the airport was very long. Almost missed my flight. There was a huge lineup of people waiting to get cars.

Seems fine.

Girls on the front desk they need to be polite with clients. Terrible front desk service.

They really need to organize their offic, they were going back and forth into the back office. The agent took a phone call while checking me in, they need one person answering calls. When I checked out, the woman seemed to helping multiple customers at one time. After we return the car, most of us are going to the airport for our flight home. They really need to organize and delegate duties.