Everything was as scheduled and the employees are nice. However, even as an Executive EC member, there's no choosing your own car from the lot at this location. National's choose your own vehicle policy is the main reason we select them. I feel like I'm being cheated in Pensacola.
The folks at National Car Rental Pensacola airport were very nice. However, they did not have the vehicle I reserved. I made the reservation a couple of month ahead of time. They did give us an upgrade, but the issue was that it was still not as roomy as the van we requested.
PNS do not have The Emerald Club at this airport. That was a big inconvenience to me. I was traveling with my 2 disabled parents that are 90 and 75 years old. The lines were entirely two long with only 2 agents working to service us. I wasn't aware that Emerald Service wasn't offered at this airport. Not even a line for your Emerald Customers. The agent that serviced me did a great job and was very polite with her communication. I had to have the Wheelchsir Agent wait with my parents because I went directly out to get a car because they were hot and tired. Please look at to better servicing your Emerald Club Members.
Best Regards,
Kimberly Rock
Absolutely one of the most horrific rental car experiences ever!!! The agent working behind the counter was totally apathetic. She could have not cared less about how many people were in line or the quality of service she was providing. Her fingernails were so long she could not adequately use the keyboard. I watched her type the same information over, and over, and over again. She hit incorrect keys repeatedly. She moved extremely slow and didn't even apologize for the fact that we stood in like for 42 minutes before getting to the counter. This was after people came back in from outside with multiple problems they had with the cars they had received. One gentleman came back in to get a new car because as he said, "My wife started coughing uncontrollably" because of the smell of cigarette smoke in the car they had received. During our checkout process, the agent told us that they didn't have the type of car I reserved and since I had made a "same day reservation" that they only thing available to me was a minivan. Okay... fine. I've had worse. I reserved a full size car, but okay. When we finally found the car after being given the wrong instructions for how to find the car, we discovered that the minivan had spilt baby milk or formula all in the back of the car. The entire car smelled like sour milk. My partner was nearly gagging. We couldn't get the windows down soon enough. I called the customer service line to inform them that we would be bringing our car back the next day to exchange it. Take my advice, avoid National Rental Car in Pensacola at all costs.
I enjoyed my experience with National. In fact the only reason I didn't give them a 5-Star rating was that the car was not ready. But even with that, the young lady at the counter personally checked on the situation and it was not long before I had a vehicle. I appreciate those willing to working out glitches in a timely manner.
National Car Rental is a US Car Rental based in Pensacola, Florida. National Car Rental is located at 2430 Airport Blvd, Pensacola, FL 32504, USA.
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