The minibus driver was very helpful, assisting with lifting luggage onto the minibus. The Thrifty shuttle bus was easy to locate after arriving at the airport. The staff at the pickup counter were also very nice. When asked what type of fuel to use, they said regular, and specifically mentioned 87 after confirming with a colleague. Communication was smooth overall.
I specifically rented a Jeep Wrangler for stargazing at the Mauna Kea Observatories, but when I arrived at the rental location, they informed me that their Wranglers had been massively recalled and none were available. After insisting that I needed a vehicle capable of reaching the observatories, they initially provided me with a Dodge SUV and instructed me to exchange it for another vehicle before heading to the observatories. At the time of pickup, apart from the $200 deposit, they added a fuel service charge as a refundable deposit, promising a full refund if the car was returned with a full tank. Two days later, I went back to exchange the vehicle, but they still didn’t have a Wrangler and gave me a Ford pickup truck instead. Unfortunately, the truck bed had no cover or cargo straps, so my luggage got wet. Luckily, I had brought my own straps to secure the luggage and keep it in place. During the handoff, I asked the staff how to switch between 4H and 4L on the truck, but they asked for a tip in return for the explanation. The rental company's service was average, but the pickup and return process was efficient and didn’t waste my time. Despite returning the car with a full tank both times, the company still deducted the fuel service charge without notifying me, and the amount they deducted was 10% higher than the initial deposit. Fortunately, I had kept the fuel receipts and photos showing the fuel level at the time of return. After returning home, the rental platform resolved the issue and refunded the amount. Considering their efficient handling of pickup, exchange, and return, as well as the fact that they eventually refunded the fuel service charge, I decided not to leave a negative review.
Overall, I was very satisfied with the service. At pickup, I just said I have extra insurance covered and I will return with a full tank of gas, and the staff didn't try to upsell anything. I only rented the car for one day to go up the mountain for stargazing, but I should have rented it for a few more days because the small car I got later couldn't handle the green sand beach.
The entire rental process was quite smooth, and the return was very fast. Overall, Thrifty is considered a lower-end rental company in the U.S. The vehicles are not very new. During the rental, the staff will try to recommend various insurances and vehicle upgrades.
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