Top contender for worst customer service I have ever experienced. AVOID THIS HERTZ. Use another rental car service instead. For context, I have President's Circle status with Hertz (regularly rent with them for business and leisure) and was visiting via the NCL cruise stop at the port. Firstly, Avis, Budget, and the other rental companies have vans to ferry you to the airport from the dock to rent. Hertz does not have this, so you have to Uber. Strike 1. Upon checking in, the clerk was the most sarcastic, aggressive, and generally hateful employee of anything anywhere that I have experienced. He must just have some deep-seated hatred of tourists, and it shows. There was a minor discrepancy between my outdated license on my account and my current license. He chewed me out for 10 minutes and threatened to not give me a car because I was using a "fake license." This is obviously utter BS as all my other account information matched and he can easily check that my drivers license is real in their system. He repeatedly mocked me for not understanding the problem and threatened to flag me in the Hertz system so that I could no longer rent with them. Too much sass to include in this review. Strikes 2-100. Finally, even though this is a large Hertz location, there was no avenue for upgrades and no presidents circle line-up. I would typically prefer to snag a nicer presidents circle upgrade or just pay for one. They did not even have that option in spite of having a lot of hundreds of cars. In fact, I asked about this and was ignored by that hateful employee mentioned above. Strike 101. In summary, hateful employees and terrible location service / layout. Go somewhere else even if you have status and points with Hertz. read more

Good location, right across from airport, cars parked in back. A bit of a wait because they don't have enough staff but also this place gets a lot of people who don't rent cars much. Local workers anywhere in Hawai'i are so much nicer and respectful than their counterparts on the mainland, which I really appreciate. There really isn't any competition in car rentals anymore as all the different brand names are really just three oligopolies, prices here were reasonable in comparison and they didn't try the hard upsell for fees and upcharges I didn't need or want. The car was fine, clean. I know when most people rent a car anywhere in the USA we like to eat Cheetos and toss the bag in the back. You can't do that in the tropics, any food litter in a car will created a cockroach infestation within hours. Please be considerate and don't leave any food litter or sweet drink residue in your rental. read more

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Back seat was infested with cockroaches. Called three times during business hours after driving to the other side of the island, no answer. Was able to get a replacement car at Hilo but overall a horrible start to a vacation. read more

Hertz Rent A Car - Cockroach - Car Rental Near Me - Hilo, Hawaii

I've emailed customer service many times but I keep getting responses from robots. There are no humans to help you. After our rental from Hertz in Kona broke down, we were told to go to Hilo for a replacement. When we got there we had to wait for HOURS which ruined our whole day and we were unable to attend the tour of the Volcano National Park which was the main point of our trip. Also, the replacement car was worse than our original car. read more

For one week I paid $1700. I'm on a day trip to Hilo and discovered we have shoddy brakes and nearly bald tires. Hertz! Maybe you should maintain your vehicles since you don't answer your phones and return 5 phone messages and an email?!!!! Good luck folks if your car breaks down. Nobody at the phones! read more

FYI, because they don't tell you this in advance, they require a negative covid test to rent a car apparently, even if you live here. I didn't fly in, I just needed a rental car for a couple days, but I didn't have any tests done or documentation ready, and she wouldn't accept my Hawai'i insurance or other proofs of residency. I ended up finding a receipt for a flight from HNL months ago to show that I've been here since then, which she accepted, even though it's much sketchier considering someone could have flown many times since then. I'm all for testing to fly (we're doing it to move to Maui) but that should be left up to the airlines to verify. If Hertz is requiring it, they need to be clear, when you book, what type of documentation you'll need so they don't have customers showing up without proof that they did something nobody said was required and then scrambling to show that no, they aren't making it up when they say they live in Keaau. Hertz is more expensive than the other places (and the car I got is smaller than described). I only use Hertz because, as Gold, I'm able to skip the line and pick my car. As of the start of the pandemic, that's no longer a thing.. for good reason, of course, but since it's the reason I use Hertz, I'll be skipping them next time. read more

While the customer service here was great, there were a few things I did not like about this rental car company. One, the car we got was pretty water stained. In addition to that the windshield wiper needed to be replaced. It did little to wipe away the rain as it fell onto the window. Driving their rental car at night was difficult because you could barely see out your window. When I returned the car, I told them about the wipers needing to be replaced but they told me they probably wouldn't replace them because they only keep the cars for a year. Also they open at 6am so if you have an early flight be careful. Our flight was set to depart at 6:15am so we were stressing out about making the flight. read more

Hertz Rent A Car - Car Rental Near Me - Hilo, Hawaii

Horrible service. Wish I could give less stars. Rented car online and when we arrived several people in line, including us, had somehow been able to make reservations for vehicles that can only be rented if you have a private jet. These cars are located at the site at airport but they wouldn't let us rent them because we don't own a jet. After wasting 40 minutes of our trip at the rental car counter we went over to Budget. Be careful if you rent from them. They are all out of F@$#s to give. Don't waste your time here. read more

Wasn't refunded! I called to cancel a week ahead of time and they still charged me! Don't go here.

Quick & painless. My flight got in after they closed but they stayed open for me to pick up my car. The lady working was very helpful and got me on my way quickly. Since everything was closed and I couldn't find a drinking fountain, she was so nice to give me a bottle of water from her own stash to get me going. I was in and out within minutes. I couldn't have asked for anything more. Not all car rental experiences are this swift! read more

I'm giving Hertz rental at the Hilo International Airport 2 stars, only because the vehicle I rented was apparently a new model, low mileage. The customer service though, was BAD! Rude, not at all helpful. The man (looks elderly) snapped a lot and was impatient. The gist.....UNFRIENDLY and UNHELPFUL! Oh, by the way, I returned the vehicle cleaner than when I picked it up. If you can get better service elsewhere, forget Hertz! read more

Until today, I'd never had a bad experience with Hertz. When we arrived in the late afternoon in Hilo, I was happy to see only two people in line/ahead of us at the Hertz counter. Because of this, I was expecting a fairly short wait. Sadly, it took us nearly 20 minutes to make it to the front of the line. To make matters worse, once we finalized the rental and went to the minivan, we noticed that it was dirty (trash from the previous renters were still under the seat), there were numerous dents/scratches, and tears in the interior carpet. Although I really enjoyed the Nissan Quest, I really didn't enjoy the state it was in. Given this experience, I'm not sure whether I would rent from Hertz again. However, as I usually go with the least expensive option out there, unfortunately, I might not have a choice. read more

Quick & friendly help. Super laid back, yet helpful... absolutely UN-like the Kauai Airport office, which was the absolute worst experience we've ever had with a car rental agency. EVER. Easy to find at the airport. Super close to the terminals. Mahalo to this location. read more

Lani gave us the best rental car experience ever! Quick, friendly, no aggressive sale, car exactly as reserved and paid for. Or maybe even better. On the other Islands a compact car was a Sonic, this time it was a Elantra. Probably more a midsize car. The keys and paper work were waiting upon our arrival. The checkin was quick and the car was two steps behind the building. Within 15 minutes after landing we were on our way. That's the way to go! Wished all car rental experiences were like this. read more

Frustrating! I waited 30 mins for a car rental that should have been ready. They pull me aside because I was a gold plus member, supposed to be quicker. Horrible horrible service! The greeter was not pleasant and unhelpful at all. read more

The rental location is conveniently located next to baggage claim, so a first time visitor will have no problem finding their way. And the staff is exceptional, so you're welcomed and taken care of from the first interaction. ROXANNE was amazing! She made sure our rental was comfortable and appropriate for the plans we had on the island which was greatly appreciated. We were fortunate enough to checkout with her too, so we were able to chat before leaving. Overall, wonderful experience with Hertz by way of Roxanne. Hertz is our choice for the Big Island. read more

Not satisfied with the service and The lady not even helpful. Do not book with them. Horrible experience I've ever had with rental car. Don't book the manager's special because they will end up giving you a van that is not even clean, and more so an outdated car. read more

NEVER again will I use Hertz for my rental needs! NEVER! They hold $200.00 on your credit card and dont release it after you complete your reservation. Believe me....they have charged me for the Friday, Saturday, and Sunday use....its on my account AND the $200.00 is STILL held!!!!!! Ugh! Before I left the counter, the clerk assured me that the hold would be lifted once she entered the mileage. I guess trust is not a word that can be used to describe Hertz. What a bunch of crock! So, if you like this kind of customer service....use um....but not me....NEVER AGAIN!!!! This is an update to this debacle! I reviewed the contract that Hertz provides and NOWHERE does it state that the $200.00 hold will be released within 7-10 days and that the only way a release can be done immediately is via a phone call from Hertz to AMEX to release the hold. OH MY GOODNESS.....Did you know this? Or do you care? read more

Simple in and out. Though they were running short of cars that day and the lady and counter asked me "are you just renting for you"? I said yes, and she told me, "OK, I'm going to give you a Camero because we're running out of cars" So looks like I didn't have a choice in the matter, though I was hoping for a 4-door. It was fine though. read more

I came to Hertz and actually was the first time I ever rented a car in my life. When I booked the car online, it said I could pick it up at 6am. I showed up at 6:15am but apparently they did not open until 6:30 am and I did not realize until I went up to the window and the man working snapped at me and told me they weren't open yet. I apologized and was going to wait until 6:30. A few minutes later he sighed and said just come up already and I'll do it. I was thankful for him doing this before he opened but I don't think it was right for him to be rude about it since online it said I could pick it up at 6. Anyways, I booked a small compact vehicle and was given a mini-van.... With no windshield wiper fluid. The sensor for the wiper fluid wasn't on yet though and so I did not realize it was out until I really needed it and it was not coming out. I had gone to the southern part of the island where it is very dusty and was heading back to Hilo after dark and I could not see out of my windshield since it was so windy and the fluid wasn't coming out so I had to pull over and pour water on my windshield. I wish they would have checked since it was pretty scary realizing this while driving and had to pull over in the dark. There are a lot of car rental options in Hilo and I've seen the reviews for those places as well (not very great) so choose wisely but make sure to check if there is wiper fluid. read more

When I arrived at the Hilo Airport Hertz I was not aware a $200 deposit needed to be held while renting this vehicle. My credit card was already up to the limit and was declined. The Hertz man at the counter embarrassed me because other people were around and kept repeating my credit card was declined. Luckily we were able to use my daughters credit card. I felt the Hertz rep was giving me a hard time all along. Then he tells me the offer through AAA for a free extra driver was not being honored. He wanted to extra charge $12 a day for an extra driver. I insisted that that part of the offer was free and I already prepaid the total amount through AAA. Finally he entered the AAA membership number and then it was approved. I feel he was being sneaky. Like I said giving me a hard time while other people are waiting to be helped and probably observing him. Hopefully he didn't do the same thing to them as well. I hope this matter is brought up to his attention. This was not hassle free service. I did not get his name but this occurred on Wednesday, August 16 @ about 7 pm. The vehicle also had roaches crawling inside the vehicle as well as the trunk. We managed to dispose of them we didn't want any of them to come back home with us. Other than that the mid-size vehicle, an Altima, was very good. read more

Hertz Rent A Car - Car Rental Near Me - Hilo, Hawaii

My company has us travel to Hilo every week from Honolulu, and every time we come, we rent from Hertz. The folks who work there, Lani, Pat, Roxanne and others are incredibly kind and accommodating. Recently I came for a weekend trip and forgot something in the rental car. Roxanne was kind enough to save it for me rather than have me go through the lost and found process. I appreciate that greatly! Additionally, every time we come, we are treated like family and the folks have made the process quick and efficient for us. Joining Hertz Gold also earned me a free rental day! Feel very blessed that we are able to be connected with such a great company. Would recommend this Hertz location to anyone! Thanks for all that you do! read more

Excellent, top-notch customer service provided by Debbie today at Hertz, Hilo International Airport. She was able to meet all my needs and last minute upgrades. She was welcoming and personable. I learned that she lost her husband earlier this month and am so sorry for her loss. read more

Hertz Rent A Car - Car Rental Near Me - Hilo, Hawaii

Our flight from LAX was 5 hours late and the Hertz booth stayed open for the delayed flight. The lady that rented and took in our return was very helpful and friendly. Above average Hertz experience. The Hertz magazine at the counter has good coupons and maps. read more

This was a quick and easy pick up for us. The woman behind the counter was really sweet and I was able, with no trouble, to upgrade to a convertible. read more

I've been renting from Hertz Hilo Airport for awhile now and as usual their service is great. Everything goes well...arrive, pick up my car with no problems. Reading some the negative comments some people left. They could've resolved their problems, questions, concerns with them because they are such friendly, professional staff...very aloha! read more

Excellent experience. Not only was it Hertz quality, but the lady behind the counter was truly accommodating, without giving away the store. She upgraded us from an intermediate to a 4WD SUV. At first, we cheered, as it would have opened up a lot more options on the big island. After we realized that the SUV would be too big for some of the places where we were going (both of our B&Bs), we asked for some help. She was happy to help us, giving us an intermediate with their GPS thrown in -- it included a number of audio tips for touring the island, which were also great. read more

I love how easy and quick hertz is once I signed up for gold rewards . Customer service is great , I didn't get his name but such a friendly guy!! And he remembered me and my co worker!! I could literally drop off keys and walk over to the TSA in minutes !! Park and drop!! Love love love it!! read more

I realized that I left my jacket in the rental car when I got back to the mainland, which was only 8 hrs later. Locked the car when I dropped it off. So it still should have been in there. Emailed & called and got a response that they couldn't find it. Won't ever to business with Hertz again. read more

Hertz has been replacing its mostly Ford fleet with Chrysler cars. My husband and I got a Chrysler 200 car (which Hertz claimed is "VW Jetta or similar"!). It was the worst car we've ever driven as a rental. The car changed gears very abruptly, sending the car jerking forward or stopping, even while going 60mph. There's tons of blind spots and no backup camera. The windshield wipers weren't taken care of at all. Consumer Reports puts the Chrysler 200 as the worst midsized sedan of 2016. I won't rent from Hertz again if their only option is a mid-size Chrysler. read more

very nice staff, upgraded for free to a Nissan Pathfinder which was really nice. I was told at the beginning that I could buy a full tank of gas for cheaper (which was true), and that I wouldn't get money back for any leftover gas in the tank (fair enough, no problem). Then, when I returned the car, I was told by another staff member that if I had filled up the gas tank, he would have credited me back the money I'd paid for the first gas tank. I was too close to boarding my plane so I couldn't leave the airport anymore. So that was disappointing. Thus, 4 stars out of 5. read more

On Tuesday evening July 1st my husband and I flew into Hilo and our first stop was to pick up our rental car from Hertz. What should have been an easy process turned into an over 2 hour nightmare. My husband had pre payed for our rental car through Orbitz or one of those other online deals and we thought we were all set to go. When we went to pick up our car my husband realized that he left his drivers license on the ship (He was in Hawaii for work he is in the Navy) but he had his military ID and all his credit cards with him. Laura explained to us that she had to put $200 on a card for incidentals and it had to match the persons drivers license. Not a big deal so I showed her my license and gave her my debit card to swipe. What Laura failed to mention was that she was actually going to charge my card $250 to cover gas. I knew I only had a little over $200 in my account and I planned to transfer more money over from my savings account when we got better cell service so I figured it was no big deal.I would have transfered the money first if I knew she was charging more than $200. Laura told me that my card had been declined and that she needed another card. I explained to her that I only have one card and that I would transfer money and she could just swipe my card again. Nope. For whatever reason Laura could only swipe my card once. She didn't explain to us why she just kept saying well it's company policy. I explained to her that our hotel was over an hour away and that we had already prepaid for it. She said she could swipe my card again first thing in the morning but that we would either have to taxi over an hour BOTH ways to get our rental car again the next morning or we would have to book a hotel in Hilo and lose out on the hotel we had already booked. I checked with all the other car rental places and they were all booked for the night. Again I pleaded with her to please just swipe my card one more time I was able to finally get online and transfer the money and I could show her on my phone that the money was in my account. Also this was ONLY for incidentals. The car was already paid for. I also asked if we could just use the same card that we paid the rental with since it was my husbands card and my name was on the account, but for some reason she couldn't do that either. Finally after getting no where with her I made some calls to Hertz and got a helpful individual on the phone and they said that you could swipe the card twice if it was a debit card. I handed my phone over to Laura and she finally agreed to call her supervisor after talking with the lady from Hertz. Her supervisor told her she could swipe the card again and FINALLY we were all set. What pisses me off is that she should have called her supervisor right away and asked if she could swipe my card again. I understand that there are rules and regulations that need to be followed, but also customer service needs to play into effect. We were in a really tight spot and I didn't think we should have to pay an extra $100 for another hotel because Laura didn't want to swipe my card again. She SHOULD have explained before swiping it that she could only do it once. Also that wasn't even the rules! She could have not wasted two hours of our time by just calling her supervisor to see what could be done in our situation. She also should have been informed that you can swipe the damn card twice if it's a debit card. We will not be using Hertz again! read more

First let me say that we were a party of 8, renting cars from 4 different "agencies" at Hilo Airport. I was the only one that had any problems with my rental or customer service. When I got there, the car that I had reserved months earlier was not available. Instead, I was offered a smaller car for the same price. When I declined that, the agent openly displayed her disgust with me( I just want what was agreed upon). Ten minutes later my proper sized car appears available (wow! a miracle). "Do I want the insurance?", "How much is it?", ... approximately 90% of rental price(supposedly, because no rates are posted, giving the agent opportunity to charge at will). Declined, again she shows her disgust. Upon returning the car there was a different agent. This agent wanted mileage, so I gave her the displayed mileage (with unlimited, not a big concern of mine). Apparently it was "trip" mileage, although that was the only displayed numbers for the week ( I had tried to reset it a few times and finally gave up). This agent too shows her disgust and stomps out to get mileage, though her male coworker retrieves it for her. I have rented in CA from Hertz before and any glitches were accompanied with discount offers, via upgrade or services. Never before have I been made to feel like an intruder upon their day. BTW, agents attending to others in my party couldn't do enough for them (help loading luggage, bring the car TO them). All of the people I encountered during my week stay in HI were friendly and happy with the exception of these Hertz agents (they seem to hate their job). #getanotherjob read more