The staff upgraded us to a new car. We really appreciated it! Overall, the experience was excellent, and we will use this rental company again.

Very good, smooth communication when picking up the car and no insurance upselling. The car provided was relatively new.

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.

The staff's service attitude was excellent and very patient, thumbs up! However, when I picked up the car, I found the cleanliness of the vehicle to be quite poor, much worse than Sixt. There was a lot of dust around the windows, dirt in the central storage compartment, and a thick, curly hair stuck in the cigarette lighter. That was quite gross!

The on-site service at the pickup point was great. When we found the vehicle did not meet our needs, they replaced it for free after communication.