Thank you for your feedback. Unfortunately, we believe it is rather skewed and does not fully illuminate the matter. We believe in sharing the details with our valuable customers for clarity and truth finding. Our records indicate that this customer, who reserved a 7-seater SUV, was contacted over a week prior to his reservation to appraise them of the need to modify their reservation to a different SUV or rental or we would, regrettably, have to cancel the reservation. There are limited reasons that may adversely impact a reservation. One is a major mechanical fault or a motor vehicle accident is another. As we were running a 99% capacity on most category of rentals, at that time, the only switch available for reservations on the impacted vehicle was to our 5-seater Sport SUVs or a small rental. With the options safely presented to this customer THEY chose the reliable large Sport SUV (KIA Sportage). Clearly, we did not unilaterally downgrade or cancel the reservation as this customer alludes; but, that they chose instead the alternate SUV/rental. Worth noting here is that were three other bookings on that rental that had to be changed. All of which have been duly honoured and the customers were appreciative of our foresight to offer an alternative. In fact the left reviews here on, Car Rental Express, to that fact. In regards to you seeing similar rentals to the one you had originally booked on the lot when you checked in and the revert from our frontline team: we can confirm that our agent were correct in advising you of that fact. We could not, simply, let you have another customer's reserved rental. We are sure you can appreciate that just because it is on the lot does not make it available, Sir. Surely, you can appreciate 1) that customer may have had a booking before yours 2) they would not have had the benefit of an advanced opportunity to change 3) The reservations that had to be changed were on your affected vehicle. Our shuttle service is an anchor and stellar service and our customers tell us this. We pride ourselves on getting our customers where they need to be. All information relevant to calling the agency once you have cleared customs is listed on all confirmation emails. 99% of our customers have a seamless experience and find the information that is clearly supplied. We do acknowledge the incident at the early morning return. The team was unable to access the safe for the keys for the shuttle at that hour. We note that our team-member on duty at that time agreed with the decision to shuttle your family to the terminal and separately shuttle you a few minutes after they would have reached the terminal. We apologize for that inconvenience and trust that you can appreciate the mechanical nature of these things. We note your opinion in closing sentences; but, respectfully disagree. We pride ourselves on a premium rental experience with the best rates on Island. We work hard on delivery on our value proposition. Sometimes, there are things that impacts the delivery of that service and in those instances we work hard to make it up to our customers. We want to do the same for you. We shall comp one day of your rental charges back to your credit card. Please take it as our way of saying sorry for the inconvenience at the time of the return of the rental. We sincerely hope you enjoyed your holiday in the beautiful Cayman Islands and that we will have another opportunity to give you and your family the SaveMore Rent A Car Service Difference.