Thank you for your feedback. Unfortunately, it does not accurately reflect and perhaps distort the reality of our delivery of rental service to you. We acknowledge that you have a right to your opinion; but, do not have a right to your own facts and transparency. To all of our valued customers we believe it is important that we fully share the facts as this customer has sought to further embellish/distort the facts on another platform relevant to the delivery of a rental to her and her party. A booking request was sent by this customer at 9:22pm on 01st December for a compact SUV for pick-up on 8th December. It was received at our office the next business day and responded to via email, after numerous telephone calls, on 3rd December advising that we were unable to confirm the booking request rental for the dates and provided an alternative available rental of a compact car with the rate of some 500 less for the rental rate. We requested a response. The customer did not revert. On the 8th the agency was very busy with close to 40 turn-over rentals on that day. Our courtesy shuttle service was running a normal service ferrying customers back and forth the terminal. Our shuttle driver advised that the shuttle this customer tried to get on was full and was advised that he would be back shortly to collect her. We note that our frontline team, after learning that the customer did not have a reservation had agreed to honour a rate for a 7-seater SUV at the compact SUV rate prior to checking with his manager or reservations on the availability. Upon the customer checking in our manager was called to the counter to help with getting this customer to an alternative rental. This customer proceeded to advise that we did not call or that we did not send an email advisng anything. We produced the email and at some point confirmation of the email address was made. Management advised that maybe it went to junk email. He also advised that 99.9% of customers are first telephones, sometimes numerous times, as a policy, before sending an email. The agent who sent this customer the email has confirmed that this was the case. This customer advised that she does not answer calls she does not know. The manager, after realizing this was at stalemate, moved to finding a solution by personally walking the customer to the parking lot to show the available compact (at 500 less than the car requested) and the premium SUV (at 300 higher than the requested rental). The CUSTOMER decide that the trunk space was sufficient in the compact and chose this rental. As a further courtesy, the manager advised our frontline team to extend a further courtesy discount to this customer since she booked online. The manager left the work space to gather further thoughts. In an effort to ensure that this customer understood that their satisfaction was key, the manager returned when the customer was finished at the counter to advise how important this fact was (customer service) and asked this customer: "how can we make it up to you?" Even though we had already determined that we did all we could to )try and contact the customer 2) get them in a rental that they chose 3) extended a further courtesy discount. This customer, uninterrupted, proceeded to berate the manager, who she had just met. At that point, he said nothing in reply. The goal was to bring a more satisfied outcome. When she was finished, our manager then asked the customer if they would like the SUV we would offer it at 50% of the $300 and we would eat the difference. At that point, the gentleman with this customer who never spoke otherwise, said he was ok with the compact they chose as the bags were already being loaded in the rental in the back. The customers left in that rental. We do not always get it right, we acknowledge this, but, we do work hard at this. Our manager is the trainer and team-leader of our highly-rated customer service. We wanted to satisfy this customer, but it appears that projecting the "taking of responsibility" was a higher goal for the customer. There was not much avenues for moving beyond. Our customers share that in hot boiling sun and inclement rainy times they appreciate having a courtesy shuttle for the 3 - 5 minutes ride to the agency rather than pulling bags across the parking lots. We offer great prices with safe. clean rentals with a genuine local smile. It is our value proposition. We are bothered when we cannot get customers in a rental. It is our business-model after all. We are honest with our customers and as a means to further attempt to make it up to this customer, our manager has advised a full refund for this customer for her entire rental with us. The truth and transparency are important and honest business-model is more important than any revenue received from the rental the customer decided on. We genuinely hope that you enjoyed your stay in the beautiful Cayman Islands. All that's good to you.

Many thanks!. We hope you enjoyed your vacation and can serve you again in the future.

Many thanks! We hope you enjoyed your vacation and can serve you again in the future.

Many thanks!. We hope you enjoyed your vacation and can serve you again in the future. Just as an aside, we are open primarily for arrival on Sundays and do provide courtesy shuttle service when that happens. Our off-hours/closed hours customers are advised to lock doors and utilize our key-drop box at the front door. The rental return is returned and processed the next business day. Taxi service for the 3 - 5 minutes to the terminal are readily available and we provide customers with those contact details at check-in. Season's Greetings and a happy healthy 2023!

Thank you! We hope you enjoyed your holiday. Season's Greetings and a prosperous 2023!

Many thanks!. We hope you enjoyed your vacation and can serve you again in the future.

Many thanks!. We hope you enjoyed your vacation and can serve you again in the future.

Many thanks! We appreciate your honest feedback. We hope you enjoyed your vacation and can serve you again in the future. Season greetings to you and yours and all the best for 2023!

Many thanks! We hope you enjoyed your vacation and can serve you again in the future.

Many thanks! We hope you enjoyed your vacation and can serve you again in the future. All the best for 2023!