Overall it was a decent value. We registered for a 10am pickup at our hotel. Instead we got a 10:15 am Uber to go to pick up the car, which took about :20 min in traffic. When we got to the car it’s was Matt’s sister who was finalizing the rental as Matt said he was out of the country. OK, So far so good, his sister seemed nice but inadvertently locked the (only) set of keys inside the car. Se said she would go get Matt and promptly disappeared. Meanwhile the staff at the hotel where the car was (illegally) parked, complained to her about it and threatened to call the police. I texted Matt to ask what the plan was. He said was getting a locksmith and it could take up to an hour. He had no ETA for them. I asked if there were any more cars available and he said no. About :10 min later his sister dropped off an identical car across the street from us. I asked Matt why we couldn’t take a car from a later reservation and was told that they were already reserved. The locksmith showed up in about :30 min and then his sister came back (she had just delivered the 2nd identical car directly across from us!) and finalized our rental. She seemed unconcerned. We left 1:30 late. Matt did take the cleaning fee off our bill. What I’d suggest is for him, and anyone working for him, to communicate. Open and honest communication is the key. He failed in that regard and his operation looked disorganized and unconcerned. The drop off was not ideal, again if he communicated this drop off method earlier it would have been much better.