Car rental at
Houston/Royal Sonesta

So my 5 star rating comes from my 1st time renting with Sixt. Will, whom I found out later is the manager, greeted me and my husband with a smile and friendly conversation. He took his time explaining every step in the process of renting with them. Carolina was funny and friendly too! But my main experience was with Will and when I say made us feel great about doing business with Sixt, because of him we will continue to do business. He asked how my flight was and when I informed him we drove from Austin, TX because they had the better prices, so we wanted to come get the experience. He was blown away at far we drove and made sure we were treated great. He even gave us an upgrade due to a shortage in vehicles. He gave us a BMW i4 and man when we left there we felt like we just bought a new car and the deal was perfect! When we wanted to extend the vehicle, Will gave us the location number and when called to extend it, Will walked us through on how to do it on the app. Talk about the ease of doing that was amazing! Upon return of the vehicle to start another one, we called 3 days before to see about keeping the same vehicle and was told we could by someone. When I got there the gentleman did not greet me, he was on the phone taking a personal call and made me wait until he finished. Then tried to joke it off to distract me from the fact he was on the call. He took the car keys and fasted talked myself and my husband during the return of the vehicle and made comments like oh yall actually kept it clean and gave his opinion about how we don’t want the i5 but stay with the i4 cause it’s better. I signed the form and that was it. No explanation of the charges or my deposit return. When we informed him that we have a new reservation for the same vehicle, he then told us we couldn’t have it and could only give me what I reserved, we informed that we were told we could keep the same vehicle and he went about we couldn’t have it. We then explained that we had a prepaid reservation and a discount along with it. He stated that little discount, I don’t care if it is a little or big discount, just honor it. After we configured numbers and added extra charges to my account I asked about the charges and he fast talked me on that and still couldn’t explain why he up charged me. This experience gets a rating of a 1. The gentleman made me feel like I got cheated, overcharged, and rushed to sign something just to get me out the way. Woo will never get another chance to give me bad customer service again. I will continue to do business with Sixt, but not with Woo. Everyone else was great to work with at this branch.