Satisfied

The service was excellent.

The front desk was extremely unprofessional and had a bad attitude. We chose a longer Ford Mondeo because we had four pairs of skis for our children's training in the French glaciers. However, we were given a Citroën C4 at the airport, which is 26 cm shorter than the Mondeo. We were worried it wouldn't fit the skis. Although we could fit the skis by laying down one seat, we were two adults and three children, and taking up one seat for the skis meant one of the kids couldn't sit. We asked to change the car model, but the front desk said there were no other options. Calling the rental company's customer service didn’t help either. Hertz just didn't care. The rental company told us to accept it first and prove later if it was a downgraded model. I don't understand why they couldn't confirm it immediately, given the clear documentation the company should have on the vehicles. In any case, Hertz didn't provide the necessary proof, insisted the Citroën and Mondeo were the same class, and refused to change the cars. We spent over two hours dealing with this at the front desk, which was very unpleasant. The staff were indifferent to us as Chinese customers. Eventually, a manager came and told us it was a seven-seater, which resolved the issue. However, earlier on, my husband had asked the staff if it was a seven-seater, and they had said no. This indicates poor professionalism and service.

Overcharging problem: I originally booked an X3, but was told there were no cars available at pick-up. They gave me a 5-series instead and the Hertz staff clearly told me it was cheaper than the X3. However, I was charged an extra 646 Swiss francs.

Hertz's service in Switzerland has always been good. The only downside was that the car window got smashed when parked on the street in Montreux the next day. When we drove to Lausanne to change cars, there was no equivalent model available, and no discount was explained at that time. We had to send an email after the fact to find out how much cheaper it would be. Additionally, in the rush to swap the car (with broken windows and glass everywhere inside), we didn't fill up the gas tank. We had only used a quarter of the gas, but they charged nearly a full tank when settling the bill, which was quite unreasonable given the circumstances.