Vehicle booking lost after one hour delay in pick-up

I arrived at 10h45 to pick up a vehicle I had reserved for 9am that morning (for a total of 12 days rental) only to find that there was no vehicle, as they only hold the vehicle for 1 hour and then give it to other customers. I find this very strange, when the vehicle is reserved for such a long time. I have now been waiting for 5 hours for them to get another vehicle for me. Still waiting.... I find this quite unacceptable and very bad customer engagement. The lady at the desk is doing her best, but as company policy essentially changes the booking if the customer has not picked it up within an hour, there is not much more she can do than also wait for another vehicle to come in. What a strange way to conduct business and I am pretty sure I will not be back again!