Great service, great car, will use again

Terrible service, arbitrary charges, unclear explanations. I was charged an extra 30 euros for refueling service just because I returned the car with about 5% less fuel, without any prior or on-site notice. I even mentioned the fuel issue when returning the car. Additionally, there were several unexplained charges of tens of euros, which was completely unexpected.

Never choose Hertz for car rentals. The queue is long, and any foreign member can cut in line ahead of you. The wait is at least half an hour, and their attitude is terrible. In my many times renting cars abroad, this was the worst experience. Most importantly, they didn't give me the car I booked. I reserved an Alfa Romeo Giulia, but they gave me a Volkswagen Touran instead, claiming it was an upgrade. There were only two adults, so why would we need an MPV? If it hadn't been raining, and my wife and kids hadn't been waiting for an hour and a half, and since it was past the free cancellation period due to the long wait, I would have canceled the order.

Queued for two hours

The staff at Hertz were really nice, and the return process was very efficient, taking just a few minutes.

Rented a car in Milan, and when driving to Rome, a thief broke the car window. The Hertz branch in Rome handled it quickly and immediately provided a replacement car. The broken window was covered by full insurance.