Car pick-up: Not too bad
Car drop-off: Terrible (to the point that I don't even want to use Hertz again)
Car pick-up was way longer than expected. It's normal to wait for awhile but that day was very crowded and service was relatively slow. Service personel was kind and friendly but didn't give us the mini van (or equivalent) as stated on our booking voucher. Instead, we had a much smaller car, a Toyota CHR. We were not too happy about that.
Car drop-off service was terrible. It took more than 30 mins. I waited for more than 10 mins after asking someone to help me. Then went into the office, I was ignored by 4 service personels for more than 5 mins - all pretending that I wasn't standing in front of them.
I asked for help again and someone said that a specific Hertz lady would assist me. She was busy at that time, handling a rather difficult customer.
At the 20mins or so mark, she came to me with extremely foul attitude to tell me to park the car in a extremely tight lot (when she parked the car for the previous customer). With her fault mood directed at me, her words and actions were unprofessional. At this point, I was boiling and pissed.
I gathered myself to patiently park the car and subsequently after that called her out on her bad attitude. I told her that it's unacceptable to bring her previous customer issues and anger upon me and it was entirely unprofessional.
I honestly have not met with such poor service from any of the other car companies. And this was not the first time I have had experience such poor service with Hertz.
Overall, service standards were appalling. Terrible attitude from service staff, no initiative from service crew when there were 6 of them and long waiting time.
After the car window was broken by a thief in Barcelona, they replaced the car for free. When a car of the same class wasn't available, they upgraded it to a Mercedes automatic business car.
Simple rental procedures, friendly and attentive front desk service, easy and convenient car return.
About QEEQ:10.0/10
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Terrible service from Hertz
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