The staff was great but they required a $500 deposit that I never saw on the paperwork and it ruined a big part of our trip
Waited 55 minutes for shuttle from Denver Airport to rental office. Tried calling the office to verify a shuttle was in fact coming, waited 22 minutes on hold to speak with an out of state operator who told me a shuttle was coming. I think a driver may have called in sick. At the office when i declined the optional extra insurance they required proof of insurance to include policy number, expiration date, insurance company and agent name. No wifi available at the rental office to look up this info, but the agent did help me connect to a Hotspot to find the required info, so at least that was helpful. Getting the car took aprox 45 minutes between waiting my turn, tracking down ins info, etc. Cost an extra $20/day because I was leaving the state, would be nice to have known that when making the booking. The car at least was fine, no issues there.
I made the reservation online. When I arrived in person, the employees notified me of, "a policy change this week from our CEO" and that I must have a credit card, not debit card, for the deposit. They could not let me take the car without it, and would not refund my reservation. They were very unhelpful at suggesting anything that could help me at 10:30pm on a Sunday evening. The shuttle driver very kindly drove me to another rental car location so I could attempt to rent a car from another company. Completely unacceptable to take a reservation, not allow me to rent the car, and then deny a refund. I will be seeking other methods of getting the reservation refunded. I will absolutely never consider renting from Routes again for any reason.
The worst experience with a rental company ever. From poor communications, difficult and untimely pickup, long checkout waits, first car was mechanically unsafe after 3 miles, and very misleading representation of price, there was nothing good about this rental and a while lot bad.
It was great! Everything was already done except for if we wanted the insurance. Car was beautiful and ready to go, only 3,000 miles on it and it got EXCELLENT gas mileage! Extremely happy with my rental experience with Routes! Would definitely use them again!
Quick pickup and dropoff, friendly staff, no surcharges, solid service
