CAR RENTAL REVIEWS ON HERTZ AT HONOLULU AIRPORT, HNL

The car broke down for three hours, called Hertz, no response after three hours. Later, a passerby helped to start the car, drove it back to the airport, and the manager-level staff at the rental company showed no apology for our experience. They did not provide a sufficient professional attitude when things went wrong. If you want to ruin your vacation, use this terrible company.

I picked up the car from the rental company very late, close to closing time. Because I had booked everything through Zuzuche, I thought I could follow the booking exactly at Hertz. However, the staff first asked me to upgrade the car for an additional cost, suggesting an upgrade from my original Corolla booking to an Infiniti. When I refused, they said there were no Corollas available. I said any car of the same class would be fine, and the staff reluctantly agreed. The staff handed me a receipt without asking any questions. I asked if the only additional charge I needed to pay was for the baby seat (as stated on Zuzuche). They confirmed this, and I left without checking the receipt. Hertz staff did not prompt me to inspect the car, but to avoid issues later, I recorded a video of the vehicle, especially the areas with dents and scratches, before returning to the staff. They said it was fine, but if I insisted, I needed to fill out a vehicle condition form, marking the problem areas and specific issues. After completing the form, they kept the first copy and gave me the other two. When I got home and checked the receipt, I found two unexpected charges. Hertz staff had added two insurance items without my consent, increasing the cost. I contacted Zuzuche's online support immediately. They said similar issues had occurred before and advised me to visit another Hertz location the next day to cancel the insurance fees. The next morning, I went to a nearby Hertz location, but they said it wasn't possible as the car was rented at the airport. Changing the contract at another location would require a $70 inter-location fee to be paid to the airport branch. They suggested I return to the airport rental office, but the day’s insurance cost could not be waived. Given the distance to the airport, I decided to let it go. A few days later, I complained at the Hertz airport location during the car return. The sales manager attended to me personally and listened to my feedback about Hertz’s service quality. He canceled the insurance charges, which was a pleasant surprise and showed commendable service from the American staff.

After arriving at Honolulu International Airport, Hertz's counter was the only one without any staff, just a phone. Following the instructions, I called and was told to take a shuttle bus to the Hertz location. Other companies at least had staff at their counters. Exiting the terminal, crossing the road, and waiting for the Hertz shuttle, I boarded the shuttle which was crowded with people and luggage. Upon arrival at the pickup location, there were two sections: one outdoor section without air conditioning for Gold Card members with two staff, and an indoor air-conditioned section with 4-5 staff. I first went to the Gold Card section, but after providing my name, they told me my reservation was on the list but insisted I needed to provide my Gold Card number to proceed, otherwise, I had to go to the non-Gold Card section. This seemed very rigid and unreasonable. In the hot weather, I didn't want to waste time finding my Gold Card number, so I proceeded to the non-Gold Card section. The staff there warmly provided me with a Porsche Cayenne, offering me a choice between gray and white, both with only 500-700 miles on them. This felt like a lucky break, but then they asked for two credit cards for copies, explained three types of insurance I hadn't purchased, and required my passport and driver's license copies. This was much more complicated than Alamo. After my repeated questions, the staff finally showed me a printed rental agreement stating the rental was $99 per day additional. I became angry, having already paid in full through the rental website. After clarifying, she admitted the extra charge. This wasted nearly an hour of our limited daytime in Oahu, misleading us significantly. Despite eventually getting a Chevrolet SUV with 3300 miles, my experience was infuriating. Hertz is expensive with deceptive service, low value, highly frustrating. Never renting from Hertz again.

Service was fine, they tried to sell me insurance initially, language barrier but eventually resolved smoothly.

Waited in line for nearly an hour

The prices were expensive, the Asian staff were quite slow, but the car condition was fine.

Like: This was the best rental car website that was easy to use and offered the best rates. I was surprised Hertz was in the program which tells me that Hertz is finally becoming competitive with other typically low cost auto rental companies. I would definitely used EasyRentCars again.
Dislike: n/a

Too many formalities, constantly suggesting you upgrade for an additional fee, excessive insurance options

I chose a child seat, but when I got to the rental company, they said there was no child seat for me.

Like: good condition of car
Dislike: location of car return

The staff at the car rental company are very persuasive in pushing unnecessary insurance.

Without a doubt, Hertz is the best car rental company, but it can be a bit pricier. We booked a mid-sized car but ended up with a large SUV, which was great.

Great attitude, simple procedures, very quick return process