This scenario could be at almost any Avis airport location in the US during the middle of the week.

I generally rent intermediates with the occasional full size. If I am arriving midweek, about 80% of the time I won't get my reserved class or one-class Preferred upgrade. Most often, I will get some sort of SUV, but in some cases I have been downgraded without asking .

Frequently you will see CTSs sitting in the parking lot but they will never be offered - even if you are having to wait.