Conveniently located inside Gaylord Resort. There are not many rental companies right National Harbour main tourist area. We need a rental for a day trip when we were staying in National Harbour. This location which is 5 min walk from our hotel. We arranged to pick up our rental at 8 am and able to do an overnight off hour drop off. This is perfect as it saved us time and unnecessary overnight parking charges. Location is a little tricky to find. Best to ask hotel staff for directions if it is your first time. This will save you a lot of agony. The small counter is located in the 2nd floor across from the parking garage. There is only 1 person working so basically she has to everything including cleaning the vehicle after rental. Don't be surprised if there is no one picking up the phones or even anyone be in the office during business hours. Eventually I did talk to the staff and able to confirm my reservation. The rental process was smooth and fast. After some paper work we on our way in 15 minutes. Dropping off was straight forward, as we just parked the car at the designated parking at the parking garage on the 5th floor and put the key in the overnight key drop in the rental office. The rental though was not in good condition. The interior was dirty. The exterior was all scratches and dents. I was a little worry that they might make me pay for some of the previous existing damages. Luckily I was charged the amount as agreed in my rental agreement. With the limited car rental companies in the immediate area, Hertz is probably the best and the only option. read more

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I don't even know where to begin with this one. I reserved a SUV for our spring break trip. When we arrived to pick it up, I was faced with unprofessional staff holding conversations behind a half wall which included a significant amount of casual cursing! When it was my turn, it was apparent through my interaction with the rental assistant that the staff needs customer service skills training badly! When I went to the car, there was an attempt to skip over the inspection of the vehicle...umm, no! I had to make sure all dings and scratches were noted! When we opened the car door, it was overwhelmingly obvious that there were no efforts to clean the interior (or exterior including Windows) of the vehicle. In addition, there was only a quarter tank of gas in the car! What??? It gets better...as we drove down SOUTH through the land of attentive highway patrolmen, I opened the armrest to discover obvious residue of marijuana! I have never experienced this level of unprofessionalism ever! There is more, but I just don't have the energy... read more

Not happy at all! I waited 10mins for someone to come to the counter to find out he was hiding behind the wall listing to music with his headphones on then Proceeds to tell me he finds it hard to believe I had been there that long. He was not dressed professionally or in any Hertz branded clothing. He said he was going to get my car and that was 15mins ago and I'm still waiting. This location is understaffed and the staff they do have is very unprofessional. This is not the service I expected from Hertz! read more

Best Hertz location in the DMV! Philip, the manager, is outstanding and his staff just as great! Very professional and friendly and always with a smile! Unlike the Waldorf location! Complete opposite! My rental pickup time wasn't until 2:30pm and I arrived about noonish. The vehicle wasn't ready but that wasn't a problem for me. They were very apologetic even though it wasn't their fault. I told them I would return closer to my original pickup time. As soon as I pulled off I received a phone call from Danelle, one of Hertz employees, in which she told me that they prepared a car for me if I wanted to return for it I could. I did and I was grateful! All they did was hand me the keys and contract and I was on my way! Now this is how you treat a Hertz Gold Member!!! I almost quit Hertz all together due to my experience at the Waldorf, Md location, but because of the outstanding treatment and service I received from Phillip and Danelle, I have changed my mind! The car was clean inside and out and everything was in order. Enough gas to get me to where I was going, etc. And the prices are much lower at this location as opposed to the closest airport which is DCA. The Hertz at the Gaylord is only a short drive away from the airport so I would suggest you take an Uber from DCA to the Gaylord Hertz for your rentals. Whatever you do, DO NOT go to the Waldorf, Md location!! read more

Update. I had to call the reservation line and they tried calling this location numerous times no answer. They also sent them numerous emails on y behalf. Still no answer. Fri and Sat. Now Monday am and they finally picked up and act like they didn't know what I was talking about. I guess they don't answer the phone. Been trying to call to extend my rental for two days. I cannot do it with call call center since my Insurance paid the first 30 days. Its 3:30pm, they don't close until 5pm. Where are they? Now its 4:15, and their phone is off the hook. Smh read more

I rented a vehicle from this location during the time my vehicle was in the shop for repairs. I called several times to get in touch with someone for pickup. When I finally got through was told I would get picked up. That never happened, luckily I got a ride there. The rental car I received was the dirtiest car ever given for a rental. Spoke with the employee about leaving the car at the shop when my vehicle was ready due to the problems reaching their office. Was informed that I could because several customer's in the past have done so. Fast forward to pick up day of my vehicle, couldn't reach them. Left the keys at the dealership, contact my insurance to see if they could contact them. The insurance left notification with them where the vehicle was located. An employee from hertz contacted the dealership stating that no one gave me the right to leave it there. But I truly doubt I would have come to that conclusion on my own without prior approval. At that time informed the employee at the dealership they were going to charge me for extra time. The following week, my credit card gets 2 holds against it in different amounts. I contact my insurance just to see what I'm held responsible for and at that time was told my rental was covered 100% under them. At that time the insurance finally got in touch with them only to find out they closed my rental two days after I actually left the car. So I have a two fraudulent holds against my account and one of them has posted. I am and will dispute both. I am not paying for something that was fully paid, nor will I pay for something that an employee trying to prove a point that she has the authority to fradulently charge people credit cards at will. I WILL NEVER USE THIS LOCATION SERVICE EVER AGAIN. I will never used HERTZ EVER AGAIN. Customer service at this location SUCKS read more

First and last time renting from this location. I made a reservation online and called the next morning to confirm my vehicle would be ready at the time i requested. Once I got there I had to wait over 30 mins for someone to come to the front desk and of course my reservation and discount code wasn't available. It was only ONE person working and the vehicles at this location are limited. I didn't have time to go get another vehicle but I should have. Once I got in the vehicle it had a horrible odor and the car was noticeably dirty inside. The floor mats were soaking wet with a musty odor. The cup holder, dash panels and seats had crumbs and juice stains. Of course no other vehicles were available. Then they tell me the printing machine was down and I wouldn't get a receipt until the next day or two. Next had issues with renting a vehicle until I stopped here. The location was close and convenient but I wasn't happy with the service and limited cars. I'm pretty sure they aren't thoroughly cleaning them at all. read more

Where do I start? The customer service women was nice enough, but...to start with the car was filthy inside and out. To the point I thought it was someone's personal vehicle (a slob's car). There was garbage, cups, napkins, a glove, hat, and a tube of lipstick scattered throughout the car. The passenger seat was greasy (think Coming To America - soul glow sofa scene) and sticky sh*t on the dash and armrest. The customer service women said the tank was on full and put that in the contract, it actually had 1/3 of a tank. Getting out of the hotel is tricky because you need two tickets to exit. She never told me about the second ticket so I had to track down a parking attendant. They helped me exit and told me "hertz never tells people about the second ticket" WTF! So i could of easily avoided the stack up of 4 cars deep trying to leave the hotel if Hertz would've just told me about the second ticket! So from the road I decide to call the local hertz office and let them know about the gas tank etc...no answer, no voicemail. I decide to call the 800#. I got the run around about needing to let the local office know since it wasn't a roadside/accident issue. They ended up transferring me to someone who "noted" the system. He asked me to call the local office in the morning since it was now after hours. When I talked to the customer service gal she was less than helpful and showed no interest in the incident. Including the fact that the contact indicated a full tank and I so I had to return it with a full tank. Beyond shitty service...I'm sticking with National or Enterprise from now on. Attn Laura: Rental agreement number 129 498 950. It was a Red Camry rented on Wed 25th (last name Magana) Any help would be much appreciated. Thank you! My email is clmagana@yahoo.com. read more

The worst rental service ever! Reserved a car a month ago. Arrive to pick up the RESERVED car, waited 40 minutes just to get the Hertz clerk to look up to get eye contact. Two other customers before us had issues as well. There simply were no cars to rent at this location. Long story short, we took a cab to Enterprize car rental. Neither Hertz nor the Gaylord Hotel would take any responsibility for a very poorly ran satellite office! I will never use Hertz again! No rating! But this app does not allow for 0 rating! read more

O went back to this location and it's was GREAT! Super fast, professional, courteous associate named Alex. Alex was EXCELLENT in his customer service. The cars leave a lot to be desired sometimes. The other day, I got a NEW Buick, COOL, but it was low on gas. Today, I picked up a one way rental to AZ. The car is a little older and not the freshest smelling but it drives fine. I like the room in this car. I am relocating, so it's all good. read more

I really love this place!! I never have a problem when I go there. And I'm never waiting for a long period of time! #GO HERTZ read more

This location needs more employees. The wait time is incredibly inconvenient. However, the service is good once they arrive. I assume the one employee that is there has to take care of everything themselves. read more

Horrible experience! Made a reservation, showed up, and no car... The guy was a complete jerk and acted like I was an inconvenience. It seemed he didn't understand the concept of a reservation. Can't believe the Gaylord would allow this type of poor service to take place at their property. Good news is Enterprise will pick you up! read more

Horrible!! There is an Enterprise location 3 miles away that will pick you up from the hotel.... Use Enterprise NOT Hertz! I made a reservation the night before and the next day when I went to pick up the car the man behind the desk said he did not have any. I asked him why he did not have a car for us when we made a reservation the day before and he would not explain why. He was a jerk! Calling their national phone number did not get us any results, they said there was nothing they could do, so I told them I would not be using Hertz EVER! The Gaylord Hotel should get this bad company out of their hotel as it reflects poorly on their customers. read more

No one at the desk for 10 minutes when trying to pick up a car. Given a extremely dirty car with dirty bottles, food crumbs, papers, etc. in it and less than a gallon of gas. The gas light went on in the first 5 minutes of driving it. read more

What a wonderful rental car experience! I went to the Hertz location that was located in the Gaylord Hotel that was across the street from my hotel. I arrived an hour early and the person at the desk was so helpful even though I was early. He made sure I had all the things I needed in the car and got me out as soon as possible. I highly recommend that you use this location! read more

The gentleman working here is very accommodating and flexible. Standard Hertz services. Location inside of the Gaylord Convention Center.

Wow this place is awful! A half dozen customers waiting, the phone is ringing off the hook, no employee in sight! There's someone back there on a personal phone call. No wait- she just walked away without so much as looking at any of us. Someone please stop that phone. It's driving me crazy!!!! read more

I travel for work a lot. I also rent a lot of cars. This is by far, the worst car I've EVER had given to me. It was so bad I almost started laughing. 3900 miles and from Michigan. I think 4 college kids drove it to DC on spring break. The guy at this Hertz rental (at the Gaylord Hotel in National Harbor) just looked at the inside and had no idea what to say. I was in a hurry and didn't want to sit around for another 30min for them to get me another car. I got a massive 15% off discount for taking this. Woohoo! The folks are very nice there, but not sure how many graduated high school. Believe the other folks when they say not to go here. I couldn't help it. I needed a car for customer visits the next day, so I had to. Your mileage may vary. read more

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The Branch/Regional Level Leadership at this location is HORRIBLE!!!! The Branch Manager does not have a clue about customer service or how to please the customer. I don't understand how this location get reservations fair in advance (I mean like a week ahead of time), but still can't fulfill what the customer requested. Then you speak to the manager and she says "Oh well you can go to the airport to swap it out". I reached out personally via phone 2x and 2 emails were sent (from the Hertz Customer Service Agent & the Manager from the airport location) to the Regional Manager the same day and a week later still have yet to get a call back. TERRIBLE CUSTOMER SERVICE! STAY AWAY... Save your time and money! Go with another rental location or rental company all together. read more

Did not honor reservation because they did not have an equivalent car available . They said they would upgrade the car but only if we paid more. We travel all the time and ALWAYS they honor the price of the reservation even if they have to upgrade us to a better car. Terrible service. Even the manager was completely useless. read more

By far the best service Ive ever received from a car rental agency. I use to use Enterprise, but the employee ignorance became too much to handle. A friend recommended this location of Hertz (which wasnt far from where I was at the time) and I found the gentleman that helped me to be very curtious, professional, and speedy yet detailed. He made me feel very comfortable after a rather trying day, and I left knowing I was in good hands. I will gladly rent from this location again in the future, and recommend them to everyone I know. Thank you Kirk for making my experience with Hertz a pleasant one. I will be back read more

If there is a minus star I would use it. This branch sucks. Here is what happened. I had a reservation for April 17, 2019 @ 8:00. I called the day before to confirm as I was travelling to New York to attend a funeral service in Brooklyn at 1:00 pm. I arrived to that office on time, presented my confirmation email, to hear the employee saying " oh sorry we have canceled all 8:00 AM reservations". I asked "why". He said "we don' have any cars". I saw him holding 2 car keys and I parked on the fifth floor where Hertz park their cars, and there were a lot of cars. He said "there is nothing I can do, the system is down", and gave me the customer service number. When I called in, the lady told me she is so sorry that Dulles and National airports have no cars and that I should head to Gaylord at National Harbor as they have some. I told her I'am there and that my reservation is canceled. After debating for 46 minutes she said to me " your reservation is cancelled and Hertz would do me a favor and waive the cancellation fees and that a refund will be issued in 7 to 10 days" . What...a favor, By that time I was mad as hell and flipped...a favor...another 30 minutes passed by until I managed to get a car. of course I arrived late to the funeral, and was put in an awkward position. by the way the system was not down. I saw the employee work on it with other customers. I just want to know why this happened to me? Why do Hertz treat customers so badly. I always rent cars from them, never again. It was a horrible experience. Stay away from Hertz. read more

Poor experience. Two of us made reservations. After my friend waited nearly an hour and complained about the service I went in with low expectations. I had made a reservation but when I showed up 40 minutes after my reservation time I was told they had no vehicles and there would be an hour wait. I cancelled and went with the competition who picked me up in 10 minutes read more

This is the worst rental branch I have ever been to. Lack of customer service. All their answers are short and they are very unprofessional. Also, they did not wash the car and on top of that the tire had a slow leak when we picked it up and after noticing it the following day when we contacted them their response was we don't have anything available and you will need to contact another branch to see if they have anything available. They suck read more

No car available after I made a reservation weeks ago. And they didn't tell me until an hour prior to pickup. That on top of the fact that I called all morning to try and talk to someone about my reservation but either nobody picked up the phone or the customer service rep was too busy to talk to me. Unsat! Never going back. read more

Vincent stayed late with a snowstorm on the way until we could get there, helped us get things changed to return to BWI and went out in the snowstorm and checked the car before handing it over. Very friendly and professional service, highly recommend. read more

Yesterday a rep called to confirm the car rental tune as 8:15am. It is now one hour later and I am still waiting fir the car.. Do better HERTZ read more

Car was available on time, no wait, but they do not do a good job of cleaning their cars. The car I received had old French fries and a half eaten candy bar left inside it from previous users. I had to take it home and clean the car out myself. Unacceptable, particularly since I was charged a high rate for the week days. read more

Worst car rental experience ever. We were supposed to return our car on a Saturday by 4pm. We got to the Gaylord and found the rental desk at 2:30pm. No one was there. I called the phone number listed on the "Be Right Back" sign at the desk, but no one answered. So we waited. And waited. And waited. By the time the agent returned at 4:15pm, there were 5 other people waiting. The woman tried to charge me for being late, and I explained that we had been waiting for almost 2 hours, and that WE were not late, SHE was. She said she had no choice but to charge us. I asked to speak with a manager, and she laughed, saying that SHE was the manager. She charged my card even though I told her that I would dispute the charge. She rolled her eyes and turned to the next person. I asked for the name of her regional manager or director, and finally she gave me the name and number of man and told me to call him if I had a problem. So I did. I told him that I would be disputing the charge and explained how disrespectful his employee had been. Finally, after his making excuses, he agreed not to charge us for the "late" return. I would seriously rather use Enterprise rather than Hertz any day. This Hertz location is horrendous. read more

Apparently this location is understaffed and is frequently overbooked. On two occasions, I have attempted to rent a car only to find out upon arrival that nothing was available. After the first experience, I was hesistant to make another reservation. Against my better judgement, I went ahead and reserved a car. However, I made sure to call several hours ahead before coming there to confirm that my reservation would be honored. I was assured that a vehicle would be available after the only agent on duty called me back from his cell phone to confirm said reservation. I arrived on time only to find the gate closed and nobody working. In what bizarre world is this acceptable? Hertz supposedly closes at 5PM, and I was there prior to their official closing. To make matters worse, another would be renter was there since 3:45PM and we couldn't believe how blatantly Hertz dishonors confirmed reservations, and has an obvious disregard toward customer service. At this point, I'm wondering did anyone even show up to work that day?? I certainly saw several cars on the 5th floor that appeared to be available to rent. Needless to say, I will never make another reservation at Hertz National Harbor and will take my business elsewhere. read more