Very good

The confirmed car model was not provided in the store. Even after contacting the rental company, we were still downgraded. The cross-border fee was less than 30 euros, but the tax was as high as about 12 euros; the tax accounted for nearly 50%.

We were promised a 7-seater MPV, but got a 7-seater SUV instead. With the third row of seats up, we couldn't fit any luggage. They helplessly said there were no other cars available, not Hertz's fault.

When booking, it was specified that we would travel to other countries, including Eastern Europe. Upon pickup, we were forced to buy additional insurance because the trip included Eastern Europe. This should have been clarified when placing the order. After over an hour of negotiation, we managed to reduce the extra insurance cost twice. In the end, we spent an additional 50 euros on insurance.

There was no 7-seater Mercedes van at the Hertz location in Frankfurt Airport, they gave me a Ford instead. When I wanted to switch, the staff said it was the only option, and it was diesel. Very frustrating. The staff was enthusiastic, but it felt fake. They pushed for full insurance, about 40 euros per day. When I went to pick up the car, the man there was really irresponsible, just reading an e-book and not helping me find a child seat. When I found out there was no child seat in the car, I went back to him and he finally got one for me. He asked if I wanted a booster seat, and I thought, I paid an extra 55 euros and this is what I get? In the end, I chose a child seat for ages 3-12 (not an ISOFIX one, just secured with a seatbelt).