No, it doesn't have to be that way. This is not a normal. The car must match the one what you ordered. If the car of this class is not available at that time, the must provide a higher class car.  A lot of companies do not comply with the terms of service, and do not always want to do better for the client. Companies that care about their reputation don't do that.  I can reccomend you a good one https://limousine-service.com/. They have offices in different countries. I have used their services several times.

Have never ordered them