There were quite a few people, but the service was excellent. No hidden charges.

Upon arriving in Los Angeles to pick up the car, we had booked a 7-seater Mercedes GLS SUV, but when we got to the Hertz rental point, the staff clearly told us that the system showed we had booked a 5-seater Mercedes GLC SUV. We had five people in our group, four adults and one child, plus three suitcases, which the Mercedes GLC could not accommodate. The staff insisted that their system showed our booking was for a 5-seater (even though we had a printed reservation for a 7-seater large SUV, the Mercedes GLS). Eventually, we paid an extra $400 to upgrade to an Infiniti QX80 (the rental platform's customer service agreed for us to pay the upgrade fee first and take the car to avoid impacting our schedule, and they would handle the coordination later). The staff also provided a handwritten note explaining the situation. The whole process took about two hours.

More convenient than booking directly at the store

I specifically requested not to have a Japanese car but found out it was still a Japanese car once I reached the parking spot. With luggage and kids, it was inconvenient to go back and queue to change the car. In the end, when leaving the parking lot, they asked me to modify my order and added several insurance items I didn't need.

The side door was broken and unlocked because of that they stole on the car 4 bags with passports laptop cell phones