Booked an economy car for five days. When we arrived, we found that either through my own error or a website error, I had apparently booked the car for the day AFTER our arrival! Four days, not five! Rather than leave us hanging, the woman behind the counter upgraded us to a Jeep Compass, got us the Jeep for that day through our departure day, and added a coverage policy all for the original price! 10/10, I wish I had caught her name because she was INCREDIBLY helpful!

Waited for any hour for a reserved car! That was made weeks before making me late for an appointment. A reservation means it is reserved for the customer at the customers convenience! Not yours! Get more cars! Or accept less reservations! Simple math follow it!!!!!

We rented a car two days ago on the site and everything was go to go. When we went to the airport to pick the car, they said they didn’t have any vehicles available. The guy said we should’ve reserved months ago prior to come here. The company should’ve said the location doesn’t have any vehicles available at the moment like any other would do. Trying to call customer service and no response. They didn’t not even try to accommodate to another vehicle or nothing. They simply said go to Enterprise, they should have vehicles available. I can’t believe this…

Easy to work with and pleasant people at the counter. I didnt have a reservation. They helped me out and gave me a great deal on the rate and it was even better than the rates online.

I arrived to pick up my car and the desk was closed -- no hotels were available -- I was totally hung out to dry -- I had to take a BUS 60 miles to stay overnight and then BUS back the next morning to get my rental -- I have been with Budget for many years but this did it for me --- How can a major car rental firm operating in a major tourist destination close their desk at 6pm when flights are still in-coming ? ABSOLUTELY UN-ACCEPTABLE -!-! All the other car rental companies were open and doing business, even though none had cars to rent. I just can not believe this happened.

This was a horrible experience! After renting multiple times with 0 problems, this trip was a mess. I had 3 rentals from Budget that still are screwed up, all prepaid for via internet and yet they card my card without consent. Unless this can get resolved I will NOT be renting from Budget again. The rep in Key West was very nice, but clueless and seemed to only make things worse, after calling Customer Care @ Budget it seemed things didnt get resolved.

Never got a copy of my rental contract until waited in line three times and finally got a copy when I drove back to the airport the next day and waited in line a 4th time. I Also returned car over 24 hrs ago and still have not received any email or paperwork acknowledging the return or advising me of the final bill. Not professional service in any way shape or form. They also have their guarantee of covid cleanliness placard at the rental counter but our rental car had a used disposable face mask in the console compartment and Carpet obviously had not been cleaned, and shift handle was sticky (gross!). Covid cleanliness???? I think not. I have rented cars dozens and dozens of times over the years and the Budget at key west ranks among the poorest rental experience i have ever had. But at least they had a car.

My car wasnt ready for pickup, the office was closed when I got there despite 6pm being on my reservation. I had to spend $300 for a hotel room to wait until the next morning to pick it up. When I picked the car up the lady told me I could keep it until 5pm on the end day due to inconveniences of them not being open the day before. The car had dog hair all in it and was not clean. I got charged a late fee and an extra day charge when I returned the car before 5pm. I have reached out on various social media platforms for a resolution and NO ONE has gotten back to me. The worst customer service I have ever dealt with and Im a frequent traveler. Very disappointed.Edit: 2 weeks later they reached out and offered $200 off my rental for the week.

The car was absolutely filthy and vibrated when driven, there were used dirty face masks from the previous renters left in the car along with old contracts which led you to believe the car was never cleaned, which is appalling given the pandemic we are in, I had to wipe it down with clorox wipes myself. Extremely disappointed, the wait at the airport was long and the girls were clearly understaffed and overworked and even charged another persons card to my account in the beginning.

Great value through the Budget site. Better prices there than Kayak etc., Flexibility of rules at Budget made my rental a dream: my car broke down and there was a roughly 5-10 day estimate of when it would get fixed so I rented a Budget for 10 days after confirming that I could return early if my car got fixed without penalty (as I was not prepaid); confirmed by chat and phone before I booked, even though I thought it would be longer -- my car got fixed earlier and my return was easy without issue. The rental was great and the people in Key West were terrific (Tequila -- yes her name -- took care of me at both rental and return. Terrific service, nice people. Easy and great value.

Made a reservation back in Jan and was told at the counter they will not honor the reservation because it was made within the last 24hrs. Reservation was made thru Priceline of which they offered no assistance in resolving! Made a reservation thru Enterprise and had a car 15min later. Priceline & Budget are no longer an option for me, looking elsewhere even if that means paying more!

When we got the car it still had maps and Hotel parking permits from the previous renter. We had to wipe out the interior because it had not been cleaned!Overall we were still happy with he rental and will rent from Budget again! The customer service representatives were extremely helpful!I did not like the fact that the Key West location did not have a direct phone number. Our flight was delayed and we had no way to contact them!

The counter agent Chris is awesome!! Due to flight delays on Friday we arrived after the counter. closing for the day. It looked at that moment the car we needed for the 10 day visit was potentially gone. Saturday morning Chris got us in a car and was very accommodating knowing we had two Uber lifts (one to get to our lodging for Friday night & one to get back to the airport for the rental car).

When we arrived there were no cars available even though we had a reservation and confirmation number. In fact there were several other customers waiting for their cars too. We waited for over an hour just to get our car. Really pretty poor service. Normally, I have had good service with Budget but this time (Key West FL) really bad. Hoping it was just a one time thing.

When I got to key west airport I had to wait 2 hours in line for a car and to be fair their were only 2 people working their and those 2 people took people who were at the back of the LINE and also they were saying if you booked ur car 2 days before you wouldn’t get a car (this didn’t happen to me) but just imagine if ur did too you it would ruin ur vacation but this is nothing when I FINALLY got the car it was disgusting it had a bad smell to it and stains all over it so I had to wipe the car by myself and then later I had to make a change to my reservation so I called budget support and it took 1 HOUR For them to answer and when they did pick up they HUNG UP on me and finally they charged me a extra 200 dollors for no reason and I called again and no one picked up and this is why never use BUDGET CAR RENTAL ITS THE WORST

Services from Budget car rental at Key West are excellent. It would be great if the car return can be checked at the parking lot instead of going to the front desk.

My go to car rental! I’ve always had pleasant experiences when renting from budget. All my rentals have been reservations booked weeks in advanced. I don’t know if it makes any difference, but Ive never had any issues with pickup or drop off. I save money by paying ahead instead of just reserving. The price is normally discounted.

Easy to deal with. Friendly service. Great experience

We were rented a car that had clearly not been inspected prior to being rented to us. After driving a few miles, one of the rear tires went flat. We were lucky enough to be able to pull to the side of the road. After inspecting the tire, the tread was so worn down that the steal was poking through. The other rear tire was also almost flat and completely worn down. After calling Budget, they wanted me to wait with my family, including 3 small children, on the side of the road in Key West for 6+ hours, while they sent a tow and a new vehicle from Miami, which is totally unacceptable. We had to find our own transportation to get to our destination. The next day, we waited all day to resolve the situation because they did not have an available uber to come pick us up to take us back to the rental location to get a new vehicle. In which, we again had to find our own transportation and were told that we would be reimbursed, which I am still waiting on. We lost two full days dealing with this situation and the lack of customer service, not to mention the danger my family was put in by driving this vehicle and having the tire go flat on a bridge, over the ocean. All of it was completely unacceptable. Im still waiting to hear back from customer service to resolve the whole situation and reimburse me for the transportation I had to pay for out of pocket to get to my destination and then again to get back to Budget for a new vehicle. The fact that there was no one anyone had checked that vehicle prior to renting it out is unacceptable. Safety should always be a number one priority and it clearly was not.

Great customer service. Easy return. Nice car. Good price.

Well designed website, easy reservation process, good car, competitive pricing.

I came to budget Friday morning looking to rent a vehicle miss Angela would not service me continuously telling me how she would not service me with a nasty attitude cause my reservation was same day

The staff are super helpful! We went all out and got a convertible. It was gorgeous - but I couldnt handle the stinch. Whoever had it last - whoo! Anyway after driving around in it for an hour I just couldnt anymore. My husband wanted to stick it out, but nope. So I went to turn it back in, and was nervous they wouldnt help. I was wrong! They got us a nice replacement that was still wet from being washed. The attendant even helped us unload and switch out the keys. Super happy with this car and their service.

Very easy to work with - quick in getting the vehicle and returning it. Vehicle was cleaned and ready to go as promised

The personnel at the desk was great! Very accommodating and key west was awesome!!!

I reserved a vehicle to pick up at the airport. When i arrived, I told the employee my reservation number. She said unless my reservation was made months ago, she can not let me have a car and basically told me Im out of luck and to call corporate for a refund. Wth. Very rude with no remorse. The corporate number stays busy or your in hold and no one answers. Worst experience I have ever had with the rudest staff I have ever dealt with. I recommend everyone to stay away and use a local car rental.

An enjoyable experience compared to dealing with Hertz and their (lack) of customer service. Tequila was knowledgeable, helpful and efficient.

Great experience with pick up and drop off. Nice clean vehicle.

The saleswoman at the counter was very accommodating. Her goal was to get us in a rental. Thrifty was not able to. We used thrifty for the trip down. We were less than satisfied with their upgrade. Your rental vehicle was very nice and had several amenities. One for example was Bluetooth. A good experience overall.

The car was not cleaned prior to our pick up due to cleaning service area issue, staffing or malfunction of equipment. We were advised at counter when picking up the vehicle.

The problem isnt with budget. Its with the Key West airport. All operations at this airport are crippled by lack of space and operations personnel.We arrived at 1pm and we told we could have a dirty car immediately, or wait two hours for a clean car. Having just spent an hour stuck on the runway, we took the dirty car and ran.

Everything went smoothly, got what I was expecting, pick up was simple and drop off was quick. I was surprised to see that the truck I had rented was a 2021 with less than 4K miles on it.

When I picked up my car it was dirty on the outside covered in white dots. In addition, the vehicle had bad allightment and when the wheels were straight the steering wheel was pointed to the left, when you would let go of the steering wheel while driving it would go hard right. Im extremely disappointed in my experience, when I signed up for a luxury car I expected it to be perfect but it was far from it. This vehicle was also covered in scratched all over and had a dent on the trunk. I have made sure that it was in my notes. I called budget and told them my issues and they said they wrote it down, only later to find out that when I returned the car and went through my return process and found out that all the notes that the service representative said they took down was not even there. I find that extremely fraudulent because it makes me think that you are trying to cover yourself and find a way to fine me for the damages that I havent done.I would like some kind of compensation for my purchase because it was not what was advertised. A rental car company should always have their vehicles checked and inspected after every driver. This is unacceptable. I will not recommend this rental company to anyone else until this is settled the right way. Thank you.

Budget employees were very prompt and courteous during my recent rental! The SUV was spacious and clean!

I rented a car may 13th at 8.30 in the morning and I got it with less than a 1/2 tank. I realized only one hour later and I called customer service right away. I know it was part my fault because I should have double check but.. come on! That day there was a gas problem in all the keys and everybody knew that to get gas was gonna be almost impossible. I have also been charged extra on my credit card and I havent been notified I dont even know where thats coming from.

Vehicle met all our expectations while traveling the keys

Super easy to rent a vehicle from. No hassle or weird hidden fees.

Over priced rental program. The car rented was not up to the performance or quality condition. Rear windows had space between the glass and the car which means it was never secured and rain fell through the opening.In addition, water leaked on our feet in the driver seat and the passenger side.Dont rent cars in Key West from Budget.

Staff was very professional and knowledgeable. First time using Budget. Based on this experience, will definitely use again. Two thumbs up !!

I have always had a good experience with budget. Minus the line at Tampa airport. There were about 50 People to one employee so that was rough!

Horrible service they try to rip you off as often as they can. Be wary $300 additional cost for one way rental. Check your bill closely. Don’t fall for all the extra charges just tell them you don’t want them

Had nice cars available. Staff was friendly and professional

Budget did not have a mini van when we arrived at the rental counter that had been reserved through Costco. I had to pay a lot more to get a minivan from another counter. She said The website doesnt know what we have here.. That was one of the worst car rental experiences I had. The woman at the counter was degrading towards me and called me honey as in honey, youre not listening. And then offered me a compact car for twice the price.

Marcus was great to work with. The initial vehicle we had, the key fob stopped locking the doors and he was super nice and swapped out the vehicle for a vehicle that worked great! Picking up and dropping off was a breeze!

My friend and I arrived at the Budget location at the Clearwater/St Petersburg Airport location to return our rental car, and a Budget employee noticed that we were struggling with our luggage, went out of his way to assist us, and literally saved the day! Customer service is #1 in my book. I cant recall his name, but he was working on 4/5/2021 around 12:00 p.m. He was a handsome younger Hispanic gentleman. Thank you Budget for employeeing the best!

It was a very smooth transaction. I got the car in record time. The agent was polite and courteous. The vehicle was what I had ordered and the return was without a problem. I got a notification e-mail minutes after I dropped the key and paperwork into the night box. The best rental in all the 30 years I’ve rented from Budget or any other company in Key West.

Understaffed and oversubscribed made long lines for a car that was reserved. And the return is a joke.

We have always used budget and have had good experiences. However, this time we had a wait for the car and when we got in it REEKED of smoke! We tried to get another car but none were available until the day in late afternoon so it did us no good to change. We told the gal that checked us out and she was very non chalant about our situation. It almost ruined our trip-we were planning to drive up the coast to visit other islands but ddid not because the smell was making us sick

Despite the late arrival of our plane, Angela reopened the kiosk after closing hours for us (& 2 other customers) to get our car. Above & beyond customer service!!!

Worst experience I have ever had renting a car. Waited almost 2 hours to receive my car even though I got here as soon as they opened. There were 6 others waiting as well and none of us were able to receive our rental cars because we were told there were none clean. All of our reservations were at 8 right when they opened, so it is completely ridiculous that no cars were clean. I will not be using Budget in the future.

Pricey but cheapest we found in the keys. Got us the keys quickly and the return process was even quicker.

Absolutely the worst car rental company I have ever dealt with, I had reserved a sedan, and the lady said she didn’t have any sedans even though I was already reserved. She mentioned she upgraded the car and gave me a lower tier car. Asked to pay extra for a bigger car and she wouldn’t even check the options for me. Wouldn’t recommend budget to anyone nor will I ever rent from them again.

Easy, nice vehicle 🌴😎

Didnt have a car ready for us waited 40 minutes for a dirty car.Not good service.

Pricing has increased considerably. Opening hours are such that some rentals end up costing two days, but only because some locations close earlier than the next day drop off times.You need to tell customers up front that cars will be picked up or dropped off at a different area. My last two rentals at FLL have been at the Avis counter on a different floor, and they have not had a car ready for me either time. What about my Fast Break? The last two drop offs have been at Avis also, on a different floor, making you circle the airport, because there is no signage until you get to the now closed drop off area. VERY POOR CUSTOMER SERVICE!!!!! If this continues I will find a different mode of transportation.

#1. On arrival to Key West it appeared that there were not enough cars for the people that reserved cars. Luckily we had booked a month in advance because the staff were telling people if you booked in the last few days we wont be able to support your booking. We had to wait for cars to return and the staff could not tell us how long wed have to wait or if wed get a car. #2. When we received a car, it smelled of air freshener nice and clean. When we opened the car the next day it smelled like an ashtray. Im allergic to cigarette smoke so I had to take allergy medication the entire time to lesson the allergic reaction I was having to the car. If we were staying closer I would have exchanged the car but we were only there for a few days and didnt want to spend it traveling to swap out a car.

Asian lady is discriminatory to black people i told her i did not want insurance i guess she tried to charge my cars a 200$ deposit. U font have to drop a deposit with a major credit card. mind you im local i rent from avis in marathon all the time and never pay a deposit. He has a nasty nice demeanor so fake shouldnt be in customer service. She sucks

Check in/check out is cumbersome. There should also be a drop off box for keys when returning a car. The key west desk is understaffed

The rental price was very reasonable and the gal at the rental counter was exceptional. Though we had a mechanical issue with our car and had to return to the rental site, they quickly replaced it for us.

The car was issued to us with non working turn signals. Huge safety concern. Customer service on this issue was terrible

Dont use priceline. Quote for $135 got charged $250

Not even a clean car. Tire pressure over 40 on two and off on the others as well. And Budget is a misnomer.

Courtesy and efficiency were great

Well the first car had a light on that once we looked in the book it said it needed to be checked by an authoritize dealer. The second car they gave us had a note that said it was cleaned but it smelled like smoke had trash still inside the car and wires hanging out of the automatic door. The 3rd car was okay, the guy helping us did a good job trying to accommodate us.

I am always looking for the lowest prices for car rental. But I never use Budget car rentals. The only time I did use it, was in 2019. The car stopped working while I was at a red light, and after restarting it 7 times it finally turned back on.I drove home and called Budget helpline who told me to call a tow truck to look at the battery.The tow truck came, looked at it and said there was nothing wrong with the battery.They charged me 400$ for the malfunction for which I had nothing to do.

Excellent customer service!!! Kris has always been great and very helpful. She is very pleasant and always makes sure to offer the best service. She helped me once to look for a lost item. Definitely will recommend to others and will use budget, Avis in the future again. Ivona

Paid $500 for a rental and an Uber ride just to find out they didnt have enough cars in the first place. Unable to refund at the location and had to work it out with customer service.

Terrible, terrible service!!!! I reserved a pick up truck a fair week in advance, just to get there on the day of moving to be told, completely careless, that they have no trucks and they do not sync with the website (I have booked the vehicle directly from budget). I couldn’t believe it as I was relying on them for my moving, and they just said that this is how they do business. Wouldn’t take responsibility or try to fix it in any way. Wouldn’t even refund us, instead they said that I need to call costumer service. ME!This cost us too much as we needed to pay for storage and find a place to sleep! And again, no one cares at all!Be careful!!!!

The whole process from picking up to returning was so easy

Great service and quick checkin.

The gentleman that took care of us in key west was awesome!

No rental cars! Myself and many others in line had paid reservations, but they didnt have any cars to rent. The woman working at the counter could have told everyone this before we stood in line for 20 minutes, but we had to find out one at a time after standing around. What a joke.

OMG. If could rate them negative I would..prepaid for a car 5 days in advance and the night before at 8pm they cancelled my reservation..no cars in florida.. absolutely destroyed our vacation..I will never rent from them again..Tossed my Budget member card in the trash!

Fast friendly service. funny enough, other rental car company told us everyone was sold out, Budget came through for us.. very nice clean mid size car..thx

Easy and fast. Gave me what I ordered

The customer service provided to us was above and beyond what we expected. Our agent was friendly, and she had a fantastic sense of humor. She is a “people person”, and we just loved her!!

We called to rent a car on 11/7 for the following day. They stated there was a car available and allowed us to book the reservation, only to uber there and find out they actually didnt have any cars available. In fact multiple customers were awaiting car arrivals, and we were told we could join a wait list for available cars. This significantly impacted our travel plans as well as two other friends I was traveling with. Its not acceptable to allow people to book car rentals that are not physically available. On top of that, you would think we would be automatically refunded for our rental, but we were not. We should have also been refunded for the Uber we took to your facility only to find out you were out of cars. We still had to waste more time, and call Budget for our refund. This type of thing should never happen.

If you book a rental car there make sure your flight is there before 6 pm or you will not get a car. Even if you call and work out a late arrival there will be no one there to help you. Fair warning arrive before 6 pm

Not.the best not the worse

It was easy to pick up and return and the car was clean and smelles good.

Car broke down roadside assistance wont pick up budget customer service is no help either have to leave the car guess I have to wait till tomorrow to call the location and let him know where to pick the car up at. Waste of money my plans are ruin thanks. Would like a refund.

The car wasnt as clean as we expected, the windows were dirty and there were some kind of spots on the dash and center console like a soda was splashed. We have never driven a convertible so it took some reading to figure out how to put the top down. It wouldve been nice if someone from Budget walked us through on putting the top down. Checking the car out and checking the car back in was a real simple and quick process.

Easy to maneuver website and great customer service!

Everything was great! Car, Price, Availability! Highly Recommend!

Car was not clean and had ants! Didnt realize it had ants until I had driven out of airport.

We ordered online from the website. When we got to the rental desk they said the type of car we reserved was not available. They did locate one for us! They made our day!!

All good, OK car 18k miles everything worked fine, good ac

This was the worst rental car service I could have ever encountered. Charged me almost double what I was quoted and the issue has not been resolved almost a week later. The extra insurance I paid for that was supposed to include roadside assistance was completely false. I could go on and on with everything that went wrong with this place. I would NEVER recommend to anyone for any reason.

Great experience. Staff here is the tops. Very good customer service.

Took my money for rental. everybody went home over an hour early so when I arrived to pick it up, at the designated pick up time, I wasnt able to pick it up at all ( Key West airport). Buyer beware!!!!

I make bad experience with this company just I never come back 😭😭😭😭

Car was very clean, customer service was top notch

Rented a convertible mustang and we had the car before the bags were off the conveyor belt!Anyone complaining of the “spots” on the car, has never lived in a humid place. It is not that the car is dirty, it is condensation from the humidity and the daily rain.

Bcs you made me to buy a flight ticket to rent a car. I cancelled that flight of course, but it was an unnecesarry operation.

Easy and timely.

Great service, Hassel free! Thanks

As I waited in line, I watched the woman at the counter be so nice to the gentlemen she was assisting. I have used budget many times before and have seen her on several occasions. It was my turn in line and before I even got up to the counter she was saying I need your credit card and license which was normal. I was pulling my cards out while simultaneously saying hey! I have a reservation with budget just as a greeting and to specify since its avis/budget, as I heard her ask that first to the other people in line. And she cuts me off mid sentence and robotically repeats I need your credit card and license so I said ok and gave them to her. She had a bad attitude with me right off the bat and I couldnt even tell you why. I left so angry, Ill never rent from here again. I am a local and rent cars very often for mainland trips. I pre paid for it with a debit card and my credit card was stolen last night, she didnt even try to give me any option, which I found out i actually had options when I spoke to customer service on the phone. Instead she was rude and robotic in her replies that were essentiallyno we can not rent to you so I am now out $200 because I refuse to go back in there and add my husband to the vehicle to use his credit card instead of mine because her attitude and overall customer service wasnt acceptable and will not deal with her again. I filed a formal complaint about her today. She had short black hair and was the only one working today. She extended such courtesy to the men in line before me. I work in customer service for 10 years and Im not a rude or ignorant customer in the least. I hope she realizes she was wrong and all she needed to do was BE NICE.

Great value for the money; always a very dependable vehicle; hybrid is great on gas; good choice.

Did not have the vehicle we reserved.

They were swamped but still offered good service. Zip zap and your done.