I waited 2 1/2 hours to get car. Instructions were wrong. There was no shuttle. I had to call and get picked up in a Jeep Cherokee. Took me 1 1/2 hours to get to NU rental facility. Associates were extremely rude when I complained about the process they said “It is what it is.” Once I finally got to talk to someone my rental was canceled because it was more than 2 hours past my rental pick up time (NU rentals fault). Then they made me buy their insurance because they said the Kayak insurance I already bought was not valid. When I got the car it was dirty inside and out and the gas gauge read around 3/4 of a tank. They told me to bring it in at the same level. How is this possible? I have never received a rental without a full tank. Did they expect me to keep adding gas until it got to 3/4 tank? Once I drove off and reached my hotel, I realized that they kept my credit card. So I had to use my emergency card to check into the hotel. This all happened on Friday. Then when I returned the car, there was nobody there to meet me. I sat in the parking lot for 30 minutes until the jeep Cherokee driver returned and helped me. Then he gave me a ride in a disgusting Jeep that looked like it had not been cleaned in weeks. I was so angry that I canceled my credit card that they kept and ordered a new one. This place ruined my whole weekend and has me second guessing using Kayak or any travel service at this point. Terrible company, Terrible customer service, and Terrible experience. Rude employees.