Sixt: Where a downgrade is actually an upgrade!
 

I had a recent "experience" at MCO that turned me off to Sixt. For the record, I've been a National elite of some kind for the last 10 years. But a friend recommended them on a trip to Hawaii, and since I have National status locked for next year, thought I'd try on a short trip to Mouse Town.

Booked a Luxury sedan. Mercedes C-Class or similar. I understand "or similar". When I landed in Orlando at 1130pm, I checked the app to select THE car. Choice of 1. A BMW X1. Not a sedan, not the same size class as a C-Class. But hey, I could upgrade! Lots of options presented, including BMW 4 series coupe,and a BMW 5 series sedan. Decided not to upgrade, thought I'd go to the counter. At the counter was a line and only 2 people working. Travelled after working all day, I was over the wait. Logged back in, got the same offers. Needed a sedan, didn't want a compact X1. Took the paid upgrade to the 5 series.

When I got my survey about my "rental experience" I mentioned that the vehicle offered was not the same size as the vehicle I reserved. I started that I felt like I was subject to a bait and switch. If a Luxury sedan wasn't available, I should have been offered an equivalent SUV or better.

I received a response later that day from the Sixt that was mind blowing for a company with a slogan of "Rent THE Car, not A car". The MCO "customer relationship manager" admitted that I had reserved a luxury sedan, and the offered X1 was in fact a premier vehicle. But ... Because the vehicle offered was a SUV, it was actually an upgrade! And besides, I took the paid upgrade to the 5 Series, so he failed to see the problem.

Is this common? At National, cars are parked by class. At Sixt they were not, making it next to impossible to see if a LCAR was actually there. I guess if only a Hyundai Tucson was available, thats what I would've been offered, because a SUV is an upgrade. For the record, my personal car is a sedan. I reserved what I like to drive. I tried to rent THE car. Got offered A SUV.

I did get a followup survey asking if a solution had been offered. I answered that no solution had been offered. If no LCAR was available, I feel the 5 series should've been offered at no charge. No response from Sixt, but it probably went back to the same "customer relationship manager".

Lesson learned. I'll stick with National. Sixt's loss because I'm a frequent renter, and I have my choice of companies. Renter beware.