I actually went to a HERTZ store. I had an appointment to pick up the car at 9 AM, but since no one answered the phone when I called the store, I was worried they might not actually be open, so I ended up arriving around 10 AM. The staff member at the store initially told me that I was late and wanted to charge me a delay fee. Later, she mentioned I needed to purchase a €100 insurance but didn't explain it clearly with patience, just informed me about it and emphasized it was not mandatory. She said the email order she received didn't mention insurance, and when I showed her the reservation sheet, she didn't check it and simply replied, 'I don't understand,' before returning all my documents and asking me to contact customer service myself. After observing for a while, I noticed she spent quite a bit of time explaining this issue to the next two customers, but at least she gave them more detailed information than she did to me. Finally, at around 11:30 AM, I got the car, thanks to the timely callback from the customer service team at Zuzuche, who communicated with her again, and she finally clarified that the insurance was just being mentioned as an option.
The car rental customer service was a Spanish lady who tried to sell me additional insurance. Despite me showing proof that I had already purchased full coverage, she refused to look at it and exaggeratedly claimed, 'What you bought is yours, what I recommend is mine. If you didn't buy it...!' We firmly and repeatedly emphasized that we would not purchase additional insurance. We resolutely said NO! Then she got a bit angry and ignored me. After a standoff, I asked if I could get the car keys. She responded that it wasn't 3 PM yet, which was my scheduled pickup time. So, I stepped back a few steps, waited for a few minutes, and received a pickup note or possibly a contract. She vaguely pointed to the side with her hand. I assumed I had to get the keys from the neighboring window, but the lady at the neighboring window told me to go to the parking lot at the back to get the car! Apart from the unpleasant experience with the insurance upselling, everything else was fine. If I had accepted her insurance offer, the total cost would have reached 600 Euros, which is double the price!
We were told that the car we originally rented was swapped for a larger one, which created parking issues in the city. There was also a problem with the shuttle service when we picked up the car, and we had to walk to the parking lot ourselves under an extremely hot sun and a considerable distance. When returning the car, the staff were very rude. We didn't know where to park and were told to park wherever we saw their signs. However, since the car was large, we took a while to park and were scolded by the staff, which left us very shocked. They did not provide any guidance and appeared very impatient. We will definitely not consider Hertz again.
Tras leer las reviews iba muy asustado pero, no se si fue casualidad de la chica o algo generalizado, la experiencia fue genial. No intentó venderme ni agregarme nada y todo fue claro y directo, además de muy amable y profesional.
El coche estaba sucio, olía mal y tenía bollos y rozaduras por todos lados, pero era alta gama y con muchos extras y en general terminamos contentos.
First they tried to issue an other car in a different cat. (Audi A4). After insisting on the hired type of car, they arranged to pick it up at a differen rental station.
About QEEQ:8.0/10
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