CAR RENTAL REVIEWS ON HERTZ IN FRANKFURT

There is a service point right at the airport, the procedure is simple and fast. Although the vehicle was upgraded, there was no choice available, you have to accept whatever car they give you.

The store is quite easy to find.

Satisfied

The store counter was very easy to find, the procedures were simple and I got the car quickly. I was lucky to get a brand new car this time. However, there was a minor issue with the air conditioning breaking down halfway through, but it inexplicably fixed itself after half a day. I guess they don't use air conditioning much in Germany.

The store is clean and easy to find.

It went smoothly.

Very good and convenient

Airport location with long operating hours, making it easy to pick up the car.

HERZ is located near the entrance of the train station. The staff was very enthusiastic, and it took about 10 minutes to complete the paperwork. They gave us the keys and told us to pick up the car from the underground parking lot of the train station. However, when we got there, we found the car was not the station wagon I had booked but a smaller and cheaper Corsa. Helplessly, we returned to the HERZ office, and the staff told us that they gave us the Corsa because the car we booked was no longer available, and this was the only one left. I've read online that when others had no car, they were upgraded for free, so why did I get downgraded for free? Even if there were no car and they needed to downgrade, they should have informed me, right? By the way, my friend rented from HERZ a week before and was also downgraded to a Fiat 500 without notice but managed to argue and get a Ford Focus station wagon. Is this a common issue? I recommend asking about this clearly when renting. We immediately pointed out that if there were no equivalent car, they should upgrade us. The staff claimed there were no similar cars, only this one (to be honest, I found it hard to believe). If we were unsatisfied, we had to take our luggage and go to the airport by train; HERZ at the airport may have cars. After half an hour of hassle, due to time constraints and the fact that there were only two of us, we reluctantly accepted the Corsa as it was barely sufficient (the trunk could only fit one suitcase, and another had to be placed on the back seat). Reluctantly, we accepted the Corsa but requested a refund of the price difference. The staff surprisingly suggested the refund wasn't much, so we shouldn't bother, which annoyed me... I insisted that regardless of the amount, the difference should be refunded to me because this was HERZ's issue, not mine. In the end, the staff called their headquarters and said our order was a pre-paid full amount through HERZ China, and they couldn't refund us directly. We had to apply for a refund back in China. Rent a car company remained pretty supportive. Hope this gets sorted out soon.

Arriving early at the counter means waiting, but the paperwork was processed fairly quickly. They specifically explained what the full insurance doesn’t cover, and the service attitude was decent.

Great car rental experience, superb service attitude.

The queue for picking up the car was a bit long, but returning it was very convenient. Upon arrival, a staff member checked the car, and I just handed over the keys.

Efficient, good

Very professional, picking up and dropping off the car was very convenient.

Booked an automatic BMW sedan for 400+ euros, they insisted it was unavailable and gave me a terrible Ford car, a manual without navigation. Then they offered a tiny Citroen automatic also without navigation. I had no choice but to switch to a Mercedes C180 which cost an additional 30 euros per day. After ten days, they charged another 100+ euros saying it was tax. In the end, I spent over 800 euros. What a rip-off!

I was supposed to pay 332 euros at the store, but I ended up paying 772 euros. They said they would explain it to me on the same day but never sent an email! The bank has already deducted the money and Hertz still hasn't responded.

We indeed got a Mercedes ML250. We chose the rental and return location at Frankfurt Central Station. The rental office is inside the train station. We met a kind German who accompanied us all the way to the office. The car is in the underground parking garage P3 of the train station, and the pick-up and drop-off are at the same place. We were worried about additional fees, but today we received the charge notification, which matches the order amount, so we are relieved. It's worth noting that the rental office doesn't inspect the car with you in person, so we were worried something might come up after returning home. Fortunately, all was well.

Many locations, close to the airport, and new cars. However, they overcharged me and it took almost 2.5 months to get a refund.

Frankfurt International Airport is too large. We had to ask many people and went around twice before finding the return location. It would be best to provide the latitude and longitude coordinates of the return store for direct navigation.

This was the worst car rental experience I've ever had. Initially, we planned to pick up and return the car at the airport, but we returned it a day early at the Frankfurt train station. We specifically asked at the counter if there would be any extra charges and if the rental fee would change. I was okay with paying a fee for returning the car at a different location. The frustrating thing was the staff at the Frankfurt train station assured us that if we returned the car a day early, they would refund one day’s rental fee to our credit card. We happily returned the car, but after we got back home, we received a bill showing an additional charge of about eleven hundred yuan for five days of rental. We tried repeatedly to communicate and appeal with Zuzuche to no avail; they required evidence of our conversation with the employee at the Frankfurt Central train station. It's ridiculous, how are we supposed to provide that after returning home??? This was an extremely frustrating car rental experience.