Well, once I left a really negative review on my customer satisfaction survey, I felt much better. Grrrrr. Nothing like showing up at the airport at 10:30 pm on Christmas night to be told we don't have a car for you. And the worst part was the people behind the counter just. Didn't. Care. At. All. It was just this attitude of too bad, so sad for you. Fortunately they were able to "find" a compact car to at least get us to my mom's house an hour and half away (we barely fit!) and I was able to take the car into the Hertz location there and exchange for the larger vehicle I had reserved *and* prepaid for.