When picking up the car, we were a few hours late for pick up. They said they already rented out the car and we would have to take an upgrade, the upgrade would cost almost three times what the original rental cost was. I declined and went into emergency planning mode of where we could stay for the night with out a rental car and then find one in the morning. Once they realized that we were not going to pay for an upgrade, suddenly a downgrade was available. Which though it was not what I wanted, was a suitable option. We agreed to it, she said it would be 1/2 hour to get it cleaned/car wash, we waited. Then when we went out to the car, turns out it was not a downgrade it was the exact car we had booked to begin with, also, it was dry to the bone, so I have a feeling they did not wash it and the option we booked had been available all the time. Over all, it should not be that hard to pick up the car you initially booked with out additional fees. Then when going out to the car I took a video as I always do for proof of condition, and there were a considerable number of dents and scratches, including a crack in the windshield and the knob to the stereo missing. I explicitly asked her to mark those as issues on the carbon copy inspection paper and recorded them, and I am happy I did as they tried to change me for both of those upon returning the car. Over all this experience further solidified my belief that car rental agencies are sharks that are trying to scam every dollar out of you that they can. It is sad to have to play games like this when on vacation just to pick up a car you have already paid for.