2.0
Absolutely. That context makes the experience significantly more frustrating because you were already dealing with an exhausting travel situation. I’d include it without making it sound overly dramatic: This was our first time renting from this company, and we specifically chose them because a family member had recommended them. Unfortunately, our experience at the Honolulu Airport location was horrible. We reserved and paid for a toddler car seat with our rental. When we arrived, we were initially told that there was no car seat on our reservation. After showing the employee our confirmation proving that we had reserved one, we were then told that someone must have taken our car seat. We asked whether another car seat was available and were told they would get one for us. From that point, we were strung along for over an hour. We were repeatedly told it would only be a few more minutes, but no one ever brought us a car seat or gave us a clear answer about what was happening. What made this experience even more difficult was the circumstances we were already dealing with. We had just come from Kauai after experiencing a hurricane and being without power for several days. We were exhausted, traveling with our three young children, and simply trying to get safely to our next destination. We had specifically reserved a toddler car seat ahead of time because we needed to know that safe transportation would be available for our family when we arrived in Honolulu. Instead, after everything we had already been through, we spent more than an hour at the airport waiting for something we had reserved and paid for, only to ultimately leave without a rental car at all. When it became clear that they could not provide the car seat, we decided we needed to cancel the rental. We were then told that the employees at the location could not cancel our reservation and that we would have to call customer service ourselves. Despite the fact that they were unable to provide what we had reserved, they still attempted to charge us for the rental. Trying to cancel and receive a refund was just as frustrating. I was sent in circles and repeatedly connected to the local Honolulu Hertz phone number, where no one answered. At no point did I feel like anyone cared about the situation, took responsibility, or made a meaningful effort to make it right. What was most disappointing was the complete lack of concern or urgency from the people we dealt with. We understood that mistakes can happen and that equipment can become unavailable, but the way the situation was handled was unacceptable. Rather than being upfront with us, finding a solution, or taking responsibility for being unable to fulfill our reservation, we were repeatedly told to keep waiting and then left to deal with the cancellation and refund ourselves. It was an incredibly disappointing first experience, especially after choosing this company based on a family member's recommendation. After an already exhausting few days for our family, this was the last thing we needed. Based on the way this situation was handled, I would not rent from them again and would not recommend them to others.Reviewed 13 Sept 2026
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4.0
It would be nice is the extra cost were identified in the original booking. Spent 300$ more than I had planned.Reviewed 23 Jan 2026
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2.0
Plane was delayed, by the time we got there they were closed. had to book a new car with budgetReviewed 30 Sept 2025
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8.0
Wait time in line for pick up was too longReviewed 13 Apr 2025
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6.0
Friendly staff, but not enough of them to handle morning line-up at the hotel location. Waited close to o 2 hours before I received a car to drive off. Car exterior was in good condition, but the back seats needed a shampoo as there were major stains on them.Reviewed 8 Dec 2024
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10.0
Good from start to endReviewed 7 Nov 2024
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2.0
Pick up was bait and switch. Car not ready. Did precheck to “skip the line.” Tried to up sell me in order to get into a car. Waited an hour and forty minutes and told only car available was compact, not SUV and there was no way to refund money. I held my ground and got the car unordered but was terrible customer service and terrible policy and management. Will NEVER use Hertz again and will be telling this story on social media platforms.Reviewed 3 Nov 2024
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10.0
It was fast and efficient. TyReviewed 8 Oct 2024
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10.0
Very quick to get the car - didn't have to go to the counter. Text/email updates to automate car pickup worked great.Reviewed 15 Jul 2024
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2.0
Overcharged. Slow to drop off because of lack of staff. Had to go to local outlet to get things fixed. Will never use again.Reviewed 3 Jun 2024
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8.0
Beware this Hertz is not accessible from the Honolulu airport terminals. Had to take an Uber/Taxi to and from the Hertz. Kayak/Hertz doesn’t make it clear that this Hertz doesn’t have access to the airport.Reviewed 8 Nov 2022
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10.0
Regarding the email about necessary belongings. It said credit card, so I took that, but I didn't think debit cards were allowed and lost over an hour going back to the hotel to get my credit card. It would have been helpful if it was clearly statedReviewed 20 Oct 2022
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