Hertz Rent A Car

My sister and husband visiting discovered about 30 min after returning their car rental that they had left their camera in the car and immediately went back to the location they dropped the car off only to be told: ‘no​.no camera was found.’ Hertz apparently has a clause in their rental agreement that they are not responsible for items left in vehicles. I understand that BUT… where are the morals of the people that work there? This ‘clause’ is as much to say, ” we condone employee theft” because that is ‘exactly’ what happened.
Sad that the actions of one person’s dishonesty reflects on the entire company. A company that obviously employees thieves and stands behind them.

I’m an avid Hertz user when I travel for business and I generally have a very easy experience, but please, do yourself a favor and do NOT use this Hertz location!
I arrived on time to pick up our rental car and we found ourselves waiting in an enormous line stuffed into a tiny tiny room. There were probably 2 people working and each party seemed to take an eternity. When I finally got to the front, I provided the necessary information and tried to get out of there as soon as possible. They direct you to the garage in the basement to pick up the car, and you wait for someone to assist. Waiting there in the hot, noisy garage for our car was like watching that parking lot game, I have no idea how they managed to get our car out without damaging it; the garage was tiny and cramped and cars were practically piled on top of each other.
Returning the car was a million times worse! I pulled up to the garage entrance and a guy directed me to park in a super narrow spot between two other cars. It was the most uncomfortable thing I’d ever done, and with 3 other people in the car I thought, just get it over with because asking him to park for us might take longer. Still, I can’t believe I got out of there without a scratch on that car.
Yes, you absolutely need to rent a car if you’re planning to go around the island, but find somewhere else to do it because this was the worst rental experience I’ve ever had.

We’ve been waiting over an hour just to check in. Unacceptable. Why pay for a whole day when you lose hours just picking the car up !
The ladies on the counter keep answering booking calls whilst there are 10+ people waiting in the queue here.
Each group has taken about 25 – 30 minutes to get the keys.
Next step is to go downstairs and get the actual car — let’s see how long that takes ! Half our day will be gone before we even leave the building …

Line was over one hour long. Employees do not care.

Wow! Incredibly long lines 2hr+ This is not an exaggeration! They take about 20−25minutes per person at the counter, and the line is always out the door.
Are you a Hertz Gold Member? Too bad, they offer no special services for Gold members (i.e., separate line to avoid the 2hr+ wait).
The saddest part is that I don’t think they realize how bad their branch is. Typically Hawaiian state of mind.

Considering that this is one of the busiest times of year, you would think that they would have more than one employee working the desk. Not to mention, the one employee keeps stopping to field phone calls and make the rest of us in line keep waiting on each call that comes in. We’ve been in line for over 40 minutes and the only reason I’m giving 2 stars instead of 1 is that the guy at the desk is like watching a live Saturday Night Live sketch. Mildly amusing.

****UPDATE…About 5 min after I posted this review, Tony went about calling Gold Member names and got me checked right in. Was able to jump the line and pick my car up asap. I move it up to 3 stars bc if I wasn’t a gold member I would have been so annoyed!
You make a reservation and are a Hertz member and yet have to wait in line for an hour? There is no sense of promptness or desire to make it go any faster by the TWO agents working at the front counter. Who does customer service like this nowadays? Someone asked about their reservation and was told «everyone has a reservation… you need to be patient and wait your turn». Very poor poor service. If this was my first experience with Hertz, I would never use them again.

We always use Hertz for our rental car everywhere we go. Sadly the one at the Hilton Hawaiian Village is gone and we had to come to the Hyatt to get our location. This location is small and has about 2 people working at a time when there is a long line.
There is seats inside for 3 while you wait. They work slowly so you may want to have friends and family wait somewhere else or shop because it will take over an hour.
Their car selection is sparse. Be prepared to be disappointed.
I waited over an hour in line only for them not to have my car available. Sorry Hertz. This location sadly sucks.

When we returned the car they assessed a $ 50 charge for cleaning the sand out of the car. This is Hawaii. There are beaches, you are going to get sand in the car. But apparently we have to vacuum the car out before we return it because Hertz likes to insult their customers with exorbitant fees. We should have read the Unilocal reviews before renting. And we should have known there was something wrong with this location when they gave us a car with a gas tank that was only ¾ full. Go somewhere else to rent a car.

When I arrived, there was a queue out the door and down the hall. After about 90 minutes, reached the counter only to find that there were no compacts available (as I had reserved) and was to be «upgraded» several to a huge gas guzzler.
Never again.

Okay, look. The staff are nice. I appreciate that my reservation didn’t get «lost» or canceled on a busy day. But hour-​long lines at both check-​in and checkout are a BIG PROBLEM. After spending hours of my life stuck in line surrounded by other grumpy people, I regret coming here. They need more staff or another nearby location.

Waiting one hour in line. The officer was always on the phone for her job.Horrible. Book here if you have enough time to wait.

The reason I decided to rent a car is because my friend just got married, and we wanted to drive a Mustang around the island. I made a reservation for Mustang one week earlier, and went to the office to pick-​up on time, but they told me that a person that rented the Mustang hasn’t returned it yet, and that only option I have is either a Wrangler or a van. My pick-​up time was 10am and the office opens at 7am, but they decided to lend the car to somebody else between that time. I ended up renting the Wrangler. Clerks were unhelpful, and were not sorry at all. Next time I rent a car, I will make sure to read Unilocal reviews.

I’m an Amex Platinum card holder and a new Hertz Gold member, and I was looking forward to renting a card from a vetted and promoted Amex partner. In hindsight, Unilocal would’ve been a better option to help advise my decision.
Upon showing up to pick up our car it was apparent that it was going to be a long wait. The Hertz rep said they didn’t have enough cars, which seems odd first thing in the morning. Perhaps they overbooked…
Regardless, we wasted thirty minutes waiting around before we finally cancelled and went next door to Budget; where we got our car in 5 minutes, literally.
I feel badly for anyone who uses this Hertz since it is apparently a mess every day and not reflective of the brand overall. I feel especially sorry for the Japanese tourists, there were many Japanese people waiting patiently for hours. We talked to some of them and they said they had made their reservations far in advance and didn’t understand why they couldn’t get their car and continue their vacation.
Please avoid this booth, go next door to Budget.

I was able to get a car which I reserved at 8 am but only after waiting 2 hours. While the man helping everyone was excellent at his customer service he was just one person. Why there wasnt more staff at this location so close to the holiday season doesn’t make sense. One poor guy doing the job for the entire office.

Had to wait 20 minutes to get parking prepared for return. Mental midgets in the dungeon, made me reverse a wholly unfamiliar car all over the show, wasted my time and then charged me a cleaning fee for a piss willy amount of sand after thanking me for my nonexistent patience. $ 200 for a base model car for a day when the dust settled.

Gave me a car that had problems and missed my business meeting and almost my flight cus of this crap car. Do not rent from here they give you messed up cars with problems. Roadside service took an hour to get here even though I told them I was in a hurry. Hertz service sucks. The worst rental car experience in my whole life. I will never rent from them again.

I’ve been a loyal Hertz #1 Club Gold and Five Stars member for many years now, and have generally received very good service from Hertz. However, one exception is with the Waikiki Beach Hyatt location. The service there is generally exceptionally bad.
The most recent rental, when I walked into pick up my vehicle, they noted that they didn’t have my reservation ready, but was able to look it up in the system and got me going within a few minutes — not bad! The car they gave me was an upgrade (great!) but the car was quite filthy and gas not topped up — about ½ tank, although they marked it as 5/​8ths full. In any case, prior to returning the car that evening, I filled up gas before I got to the rental return location, and upon returning the car the service desk wanted to charge me some extra $$ as they believe I returned it ½ full instead of 5/​8ths! I explained to them that the gas was returned exactly as it was when I picked it up, but they insisted that they had to follow the procedure as it was not what was marked. I have a few issues with this:
1) They marked it wrong in the first place and want to offload the charges to their loyal customers… clearly a scam!
2) I’m sure they can see in my profile that I’m a loyal Hertz Five Stars member and am usually quite generous in renting cars from Hertz across many different international locations for my business trips, but they still wanted to nickel & dime me for the difference between ½-​tank vs. 5/​8-​tank full… I mean I’m sure the difference wasn’t much, but it was the principle of the matter. I normally don’t care for the small immaterial difference, but this experience really made me feel that there is truly no loyalty benefits #EPICFAIL
3) I am on vacation with my wife (who was also frustratingly standing there commenting about the whole situation), and they made us wait to call the attendant to check as well as send someone down to the car (taking at least another 15 minutes) — wasting more time than required.
4) The other Hertz receptionist commented that she was new and didn’t know the process and couldn’t help??? I mean really… if you’re so incompetent, please DO NOT put them in customer-​facing positions.
5) I requested to speak to a manager, where the receptionist commented that the manager was not around. When I asked her to call the manager, she commented that the manager was on a «different island» on a conference talking to «important people» (???) Excuse me, but aren’t customers the most important people? #EPICFAIL
Generally I have no issues with Hertz but this has been a terrible experience and really ruins the entire experience and history with Hertz. Please address this, as I was so pissed off with this experience that I’m considering taking my business to Avis.

Terrible. Didn’t have a car though we reserved it. Told us all online reservations are accepted regardless of how many cars are actually available. What’s the point of reserving then??? Waited over an hour after reservation time started. Tried to call corporate and there’s no one to speak to for customer service– only menus that lead you in circles even though it says you can give feedback on past rentals. NEVER rent from Hertz!!!

Wow! After reading some of the other reviews I guess I lucked out! lol This was actually set up for us by the concierge of our hotel. We did not rent a vehicle for this trip but since public transportation had failed us for our Diamond Head excursion, we decided to rent a car for one day to see Pearl Harbor and the Iolani Palace. After calling around and finding most everyone was sold out or rediculously overpriced, the concierge hooked it up for us at 52.50 for a 1 day rental of a compact car.
When we arrived the next morning to pick up the car, the young lady working the desk was pleasant and helpful and worked through the whole process rather quickly. They had an option where you could pay 3.98 a gallon for gas during pick up or refill it at the current price (which was aound 4.31 at the time). Tht seemed like a no brainer, so I opted for that, which ended up being a timesaver! Didn’t have to stop for gas, just dropped it off later that afternoon and dropped off the keys in the drop box!
I did call back the next day to find out my total for the gas, the lady told me I could look it up online, but seemed annoyed when I asked her to just find out the total for me. I paid a grand total of 6.89 for gas to both PH and the Palace and back to the hotel! Awesome!
3 stars.