4.0
Picking up the rental car was a terrible experience. I flew in to SFO around 5pm on Thursday and was one of the first people in line at Budget. I had already checked in online, but still had to wait in line. There were 5 people working at Avis and 1 at Budget. The Budget employee walked off for 15 minutes, popped his head in to see the growing line (from 20 to about 50 people) and walked away again. I gave him the benefit of the doubt and assumed he was taking his employee break, but there should have been more coverage, especially because Avis had so many people who refused to help the Budget customers (my understanding is they’re the same company now). After waiting 45 minutes, the checkout was quick (aside from the Budget employee trying to upsale me on everything). I eventually found my car in the parking garage and it looked like it had not been vacuumed or cleaned since the last customer. I usually book with Enterprise, but they were fully booked. You can do online check-ins instead of waiting in line, and their employees are always friendly. I will not book with Budget again.Reviewed 22 Apr 2026
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2.0
Waited 3 hours to pick up car in San Francisco with no apologies from staff.Reviewed 20 Apr 2026
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2.0
I tried to change my reservation before traveling to SFO but couldn’t. Then when I arrived at the counter, the line of customers waiting was shockingly long. One woman was in tears after having waited in line only to be told that since she had a reservation, she was in the wrong line and needed to go downstairs instead. Once there, she found a line just as long as the one upstairs. Poor communication. Poor execution. I rented from Hertz instead. I will never book through kayak again.Reviewed 20 Apr 2026
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2.0
This rating is for the rental car pickup in Denver. The staff was quite unconcerned about the long line of people waiting to pick up cars. They basically ignored us and concerned themselves with their computer screens. The staff numbered about 8 people but only 3-4 decided that they would wait on any customers. There were at least 25 customers in line. After waiting at least 45 minutes we finally got waited on. And then, when I finally got the car issued, it was entirely unclear what I was to do next, but I was dismissed to go outside. I was told that I was issued a “black Traverse”. After looking around and waiting in the freezing cold, I eventually found a light gray Traverse with the matching number. Needless to say I was not pleased.Reviewed 18 Apr 2026
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2.0
1. I was disappointed at Kayak. I've been using for over 10 years. This was the first time when the car rental price quoted ended up not including airport fees etc. It's always been all-inclusive. This 'Qeeq' company quoted prices without fees. 2. I had paid a bit extra for an electric vehicle, but they told me they ran out. 3. Terrible lines to pick up, almost 1.5 hours, even though I had added my driver's license images before. And once I had the reservation, there was no way to add their 'fast track' plan so I could pick it up. 4. After waiting on that line, there was ANOTHER line we had to wait for in order to pick up our car. I've never seen this; they usually give you the key and tell you to either pick up a car, or go to a specific car. And the person who was manning that line was almost intentionally slow-moving, with zero regard to the fact that all of us had waited so long. So I'm disappointed both at Kayak (for the first time) and Budget.Reviewed 15 Apr 2026
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2.0
Picking the car up took 3 hours in SFO, which is beyond unacceptable.Reviewed 30 Mar 2026
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6.0
During the pickup 1 agent was at the desk and the line was long. The car had a broken seatbelt.Reviewed 30 Mar 2026
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6.0
The wait to pick up was too long. They didn't have enough staff for the volume of people that was there. It took over an hour to get through. That was the longest wait of the day including checking bags and tsa.Reviewed 28 Mar 2026
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2.0
We waited over an hour and a half to get our car! This is completely unacceptableReviewed 25 Mar 2026
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2.0
We got in at midnight and had confirmation on our reservation. We got to the rental desk and they didn’t have any cars for us or several other travelers. We waited for a couple of hours bc they said they were working on getting cars. After a couple of hours none of us had a car. The workers were not very good at being able to give us an answer as to when we could possibly get a car. They said “you could try to come in the morning”. I asked it they could give me a direct number and they said, “well there’s a number but nobody answers it”. I had a reservation, and no car NO ONE at the Budget place was able to help me! Or even seemed to care. I was not going to come back in the morning and “hope” to get a car. I had to get an uber at 3:30 in the morning! Not fun as a woman in San Francisco by herself. The Uber pick up lot was supposed to be closed, and I was all alone there. I HAVEN’T GOTTEN MY MONEY BACK YET. I had to get a car rental from another place next day. I had to pay lots of money to get Uber around and couldn’t even get a car from the airport. This is a terrible terrible experience where I paid money and I still got nothing except for a headache and a scary Night at the airport.Reviewed 20 Mar 2026
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10.0
Great !! , fast and easyReviewed 6 Mar 2026
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4.0
The wait was over an hour at the check out counter. Also, the signage at this particular facility was quite poor - very confusing for where to go.Reviewed 31 Oct 2025
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