Bad experience from start to finish

Cape town airport office is too small and I had to wait a long time in the cold and rain to be served. Not even a coffee vending machine . Even when i got the counter my car was not ready and it took time to eventually get a a replacement . what is the point of making a reservation ????/ Was not happy with the explanation of the vehicle controls etc when I took the vehicle and feel there should be a basic card in the car with basic directions as every vehicle is so different. With regard to the return , the are for parking is so narrow and inadequate, one can hardly open the door. How do you expect customers to enjoy such an experience ??