Yes, it's a pain to rent a car in Cancun. The super-low rental rates online are too good to be true, because of insurance and fees, and Mexican car insurance laws are complicated. I ended up renting a car for $38/day US, about what I'd pay at home. Tips for dealing with this place: 1) Research how much insurance you want before you go. This article is the best source I've seen: https://www.sfgate.com/mexico/mexicomix/article/Renting-a-car-in-Mexico-What-you-need-to-know-3787891.php -Basic personal liability coverage -- required by Mexican law and included in the rental rate. But it only covers you up to about 50,000 pesos ($2,500). -Supplemental Liability Coverage -- The salesmen included this in the bill, and when I asked about it, they strongly warned me to keep it in case of an accident. I did. It came out to 272 pesos/$13.60 US per day. -Loss Damage Waiver -- I declined this because my credit card covers it. I brought a letter from my credit card company explaining the coverage in Spanish and English, just in case. I had to authorize a $1,500 US (30,000 peso) deposit to cover damages, but it didn't appear on my card. 2) After you rent the car, go straight outside to get it. Walk past the people at the desks on the way out. They don't get you your car. They will give you directions you don't need, try to sell you travel packages, ask for tips, etc. Don't bother. 3) Wait outside until a worker asks you for your contract. They'll go get your car. 4) Take cell phone pix of the car. It may have more dents in it than you're used to with rental cars back home. In the end we were happy with our car, and the return was way easier than the rental. We extended our trip, returned the car three days later, and paid the same daily rate -- no hassle. read more

It's all a scam here. AVOID AVOID AVIOD. Check in is a zoo, so slow, random people trying to sell you on something left and right. Hidden costs all over the place. You'll end up paying double what your reservation was for. They make you put down a security deposit. When you return the car they are supposed to return it and I have yet to see it on my credit card statement. Hertz should be ashamed to allow their name to be used with these con artists. Do the shuttle through the hotel and avoid outside transportation options if you can. read more

These people are the worst scammers. They threatened me into signing up for their supplemental liability insurance which I had questioned and asked to be removed from the cost multiple times! After doing some research after the uneventful rental experience I saw that this type of scam is a common practice used on pretty much ALL Hertz CUSTOMERS. This is NOT how you do business Hertz! I'm so disgusted with the people at this Hertz and am now considering switching to a different rental company altogether going forward. I guess customer loyalty means jack as long they get their insurance sales commission. I plan on spreading the word about Hertz and their dishonest business tactics in every possible way, Facebook, trip advisor, Yelp, everywhere. read more

Rented here for a week and final bill was about 20% higher than the confirmed quote. I didn't catch it immediately due to currency exchange (quote was USD and final bill was MXN). I disputed with Hertz US. Response was it's a MX issue - not their problem. Hertz MX said sorry, you signed the bill - quote is just an estimate. AmEx agreed with Hertz and would not reverse the overage. I now rent from America Car Rental, a Mexican company that is very easy to work with read more

Bait & Switch tactics - TOTAL SCAM. Don't be fooled by the Hertz name as they will rip you off and extort extra insurance costs from you at highly inflated rates and withhold your transportation until you pay their ransom. Every person we spoke in the Hertz waiting area (a half dozen people from various locations) was a victim of their well planned scam in Mexico. Everyone had been ripped off by Hertz for an additional $35 - $90 U.S. per day, over and above their agreed contract price. DO NOT RENT FROM HERTZ NOR EUROPCAR in Mexico. We travel & rent cars frequently and these are the two worst offenders for their well rehearsed & intentional Bait & Switch Tactics. ALAMO seems top be the best & most reputable - they allow you to purchase the add'l liability insurance elsewhere (at an approx cost of $8 - $12 per day) but Hertz forces you to purchase their coverage for $35 - $90 per day, additional cost. If you don't pay, you'll end up stranded at the airport without transportation and they skillfully use this as leverage to extort the extra charges from you. read more

Stay away. Horrible service, aggressive upsell and intimidation, didn't honor the insurance policy I had purchased from Expedia, gave me a mid-size car when I paid for a full-size. Worst rental car experience ever. read more

Very bad service. I rented the car online before getting there with a price of $180, to avoid the wait, etc. When arriving, they gave me the total price of 200+ with taxes, which makes sense. They never offered me insurance or any kind of stuff and never imagined I needed insurance because i have rented cars before and the insurance was optional. They retained an amount of money which also made sense so everything was fine. When returning the car, the guy gave me total price to pay in pesos and when I asked why so much he mentioned because of insurance, i never accepted insurance from them and i ended up paying a total of $380. Which was more expensive the insurance than the rental. I do not recommend renting a car from hertz, they lie and do things without permission. Ps the people offering deals on parks, etc. It's scam, waste of time and they are very unprofessional as well. You will get better deals thru your hotel for Xcaret, Xel-Ha, or any other attraction you want to visit read more

Horrible!!! I won't waste your time or mine. All the reviews on here are basically true. Stay away. Cancun is safe enough to just pay the taxi cab drivers and you will not be be pissed off when you leave the airport. Do yourself a favor and skip added stress. read more

If I could give this negative stars I would. This is an independently owned company and hertz corporate will not help with any issues! They slammed us with insurance and still said I would only be charged 350 usd after 2+ hours in there. Just checking my card they charged 4,412 USD. Their number isn't working any numbers listed aren't working and hertz corporate will do nothing. DO NOT BRING YOUR BUSINESS HERE. My first day in Mexico and now I have to go back to the airport to fight this ridiculous charge!!!! read more

AVOID THIS PLACE AT ALL COSTS. I landed in Cancun and made the life changing mistake to rent a car from this location. I pre-booked and pre-paid before arriving to Mexico. After waiting in line for 3 hours they told me there was no cars available unless I upgraded. After waiting and manipulation, I felt I had no other option. I paid double for a very small sedan. Half way on my drive to tulum, my car was over heating and it had an oil leak. I pulled over to a gas station and filled it up with oil. Im a car mechanic so I knew that if I didn't put in oil the motor could burn up. I saved the car and finally got home and parked it in tulum. The next day I took the car to the hertz location in tulum. They told me the damage had been caused by me and charged my card on file 2000 USD. This left me with 40$usd for the rest of my 7 day vacation. I was unable to enjoy my trip and had to leave early because my only credit card had now been maxed out. This was a total criminal fraud scam. I saved the car and yet I was charged 2000 usd. It's been over a week and they still have my 2000usd and are refusing to give it back. BE WARNED. STAY AWAY. CRIMINALS. read more

RENTER BEWARE. Take video of every inch of your car, they will try to scam you on every single thing, insurance, gas, made up costs. Don't let them, double check EVERYTHING. read more

Avoid this Hertz location at any costs. I am a Gold Club member and I have never been treated so poorly. Usually, I just go in, show my license and then leave. Not in this case, it was literally a shake-down. First, the agency wanted me to use a debit instead of a credit card, they also charged a 4.5% credit card fee and they said I needed mandatory liability coverage even though the contract said it was additional insurance. The agency wouldn't let me leave there until I signed the document. I tried to write that I was signing under duress but they refused that. It was getting late and I didn't have other options. In the end I was charged $538 which was $255 higher than my reservation. In summary, this agency is unethical and Hertz corporate also blew me off. Just as I finished typing this, I read other reviews, I am now very pissed that Hertz lets this happen. read more

This should not be able to use the Hertz name. THEY ARE NOT under the same rules as other Hertz. They forced us to buy insurance even though we denied it when we reserved and would not let us leave without it. Our insurance through Citizens covers us all around the world and it part of the package we have so we are not paying these prices. Needless to say it was double the price we planned on paying and Hertz in the US would do nothing to fix the problem. STAY AWAY read more

Long wait times to be told your car it's not available and they don't know how long it would take to get one returned. I was told at the airport kiosk the car was available and when I arrived to their pick up location the whole story changed. I was told if I didn't want to wait to upgrade cars! I waited over an hour to make it to the reservation desk. Shop around and stay way from here! read more

By far the worst place to ever rent a car from, they scam you left and right and over charge you for nothing, their customer is a complete joke. If you decide you to do business here, do at your own risk. read more

We agreed on full insurance and 3 cars for a total of 360$ on the airport. When we got to where we should pick up the cars, they said that we were only insured for theft and total loss. So then we were charged another 390$, a total of 750$. After we returned the cars, i checked my bank account and i was charged 416$ instead of the agreed upon 250$. Horrible rental, scammed to hell and back. read more

This f@&$"%#€£ people are useless i book my rental a month ago so by the time I was there to pick it up the price jumped 300% and the ask almost for u birth certificate and many things, the employees are rude so avoid this location read more

Do not rent from the Airport , was way over charged for Collision insurance. Who pays over 130.00can per day for that. I was so disappointed. The agent even said she could see what she could do to get a better price for insurance??? Does not make any sense. I was ripped off. She even told me l could bring it back later than l picked it up as a courtesy. When l did return it back the next day they wanted to charge me another day because I was late. The Cancun office had to verify it and finally was changed to one day. Never ever rent from Hertz in Cancun Airport. Big Rip off... Maryellen read more

[See my review for the Hertz location in La Zona Hotelera (http://www.yelp.com/biz/hertz-canc%C3%BAn?hrid=Jqhfa5ItZJLrQ9baXDztGw&utm_campaign=www_review_share_popup&utm_medium=copy_link&utm_source=(direct) ) for the full narrative of my wretched experience. This review focuses on the problems encountered at the Aeropuerto location where my friend and I attempted to return our car, a transaction which should have run much more smoothly and quickly. However, when dealing with Hertz--which I do not recommend doing under any circumstances--one should probably factor in at least an additional hour per estimated transaction time to account for incompetence, price-scamming, etc.] "Hertz te regala esto para tus próximas vacaciones, ábrelo... Estimado Cliente, Disfruta tu verano con estos beneficios!" Gracias, Hertz--I'm glad you hold me in such high regard, and I wish I could say the same for you--pero no gracias. Nunca jamás! Your company and its employees are dishonest price-scammers, *lentísimo* and impressively incompetent. ___________________________________________________________ After our three days in Tulum, my friend and I managed to come away with an unscratched/nicked/dinged car, and the straight drive back to the Aeropuerto location of Hertz for drop-off with a quick stop at a gas station to refill the tank to the exact level at which we received the car was a breeze....until we arrived at the Hertz drop-off zone at the airport. After some confusion over the fact that we were returning the car and a thorough inspection, we got on line to pay, and by that point, we would have been relieved to *only* have to pay the seemingly exorbitant rate we were quoted. However, the attendant informed us of un problema. We wracked our brains to see what this problem could possibly be and were told that because we didn't fill the gas tank to the level it was upon pick-up, we would be hit up with a not insignificant surcharge. Despite the fact that the original gas level was recorded on a document we presented, we still had to assert ourselves and spend ten-twenty minutes going back and forth in Spanglish in order not to be victims of a likely common scam. ________________________________________________ ¡Hasta nunca; hasta que no! -LisaDora, la Explora, y su amigo Diego, el Conductor #HertzHurts read more

It sucks. Ended up paying double what I had in my reservation. Several things to have into account: - they set up pre-pay for gas (full tank) when you get the car. Was not planning to use it, but all gas stations around the airport had "conveniently" issues with the credit card machines. So if you want to save a few bucks, save some Mx$ for gas - IVA (Value Added tax) is not included on the quote, and adds about 16% to all - Mexico driving is not the worst in Latin America, but is worse than most of US, so check for insurance coverage by your credit card. Their CDW is outrageous (over the cost of the car per day), so luckily my CC covered that, but they then push a 3rd party insurance (in case you hit someone else) and was scared to take it for about $14/day. (Also extremely expensive). - Make sure to review EVERYTHING in the car before taking it, and take your own photos (they will send you theirs). The car was ok, but the experience was one of the worst of renting a car... guess we are blessed here in US with less bureaucracy and clearer rules. Plan for your reservation to bubble up to about double or more to avoid the nasty surprise. read more

DO NOT RENT YOUR CAR HERE. Pathetic. Place is an absolute scam. Told me that I needed insurance on the vehicle and that it was mandatory. I told them that I was covered through my credit card and they said it wasn't accepted there which is a lie. I didn't have a choice but to get the insurance because There's really no other way to get back to the main Airport and they know this. They charged me 72 dollars a day for 7 days. What a joke. When I returned the car the hertz employee was honest enough to tell me that yes I was taken advantage of. I knew something was up when she insisted I paid with my debit card instead of credit card. I am extremely upset with myself for not checking the reviews prior to booking. The agent who scammed me is Patricia Rodriguez Diaz. I would say Stay away from her but it appears that this scam is done by all of them there. Stay away! read more

Be prepared to wait 30-60 minutes for a car and to be frustrated by the bureaucracy. I am a Hertz gold member and I had her to interact with 4 desks before I got my car. Gold can actually work against you in Cancun. One renter with a problem and the gold line is stuck. I would have been better off if the regular line which was over 20 people deep. This process could so easily be fixed. I rent hertz cars in other Latin American locations without the problems of Cancun. read more

This is my first trip out of the USA. I have heard horror stories about rental car companies in Cancun and other areas of Mexico. I am pleased to say, Hertz Cancun Airport provided excellent service with no horror stories to report! I had made a reservation with Hertz weeks in advance. When we arrived at Cancun airport we were kindly greeted at the Hertz airport counter, they helped take all our luggage from the airport to their a clean air conditioned van. They loaded our luggage and off we went to the Hertz office. They were very friendly and helpful. Inside the Hertz office the line was considerable but moved swiftly as customers were processed efficiently. The staff were friendly and helpful. The agent pulled up our reservations and assigned us the exact car type we reserved. I declined CDW insurance because I have AMEX Gold. There was no high pressure to sell me additional insurance. I volunteered to max out on Liability just because I know drivers in Cancun and surrounding areas drive crazy along with all the crazy tourists from all over the world. It is a recipe disaster. Insurance is expensive but I feel well worth the peace of mind. Our car was delivered quickly, I took pictures of dings and dents then and off we went. Keep in mind, if you rent a car in Cancun or Mexico your car will most likely have dings and dents. Anyway I forgot to get a document proving what dings and dents were on the car before we left. My biggest fear was returning the car. I have heard rental company's try to pull a fast one by making you pay for existing damage and since I did not sign off on the dings and dents when I took the car I was ready for a fight. When I returned the car, the car porter looked around the car inside and out and ok'd my return. No horror story, No Problems. Hertz had a clean van waiting outside, they loaded our luggage and whisked us off to the airport. Everyone that serviced us were friendly and helpful. Based on my experience with Hertz Rental Car in Cancun, I would definitely recommend them. read more

Please please please do yourself a favor and go elsewhere to rent vehicle. Trust me! I thought that because this place had the Hertz name that their service would be okay but boy was I wrong. First off we had a reservation that added up to $111. Once we get there the line was out the door. We stood in line for a good 20 minutes (line hardly moved ) until the "manager " came out and offered a "special promotion" which came with immediate customer service and quick and easy drop off all for $25. This might sound like a rediculous offer but after traveling a night with a child all we wanted was to get out of there asap. We agreed And he immediately pulled us out of the line and took us with and agent with a British accent. This is when it got really good. Turns out the exchange rate at hertz is 21.45 (everywhere else was no more than 18) which is great if you're exchanging dollars but not if you're paying in peso. On top of that they added taxes and mandatory insurance and a 3.5% for using a credit card. We did not have the time energy or patience to argue. We just wanted to get out of there. Please note we are not new to renting cars and this reservation was made thought AAA. Save yourself some money time and headache and go elsewhere. read more

Keep far away from Hertz ! It was my worst rental car experience ever, and I am renting 3 to 4 times a year. Never again with Hertz. After a long trip to Mexico, the station was crowded and we had to wait over 2 hours. Of course they tried to sell us some "skip the line". We booked the car like 2 months in advance and everything worked fine for the pick-up (except waiting time). Car was ok, but very basic and A LOT of scratches! When we returned the car, I had to pay additional 250€ for insurance, roadside assistance and some extra fees like airport fees (although the station is outside the airport). I told them during pickup that I don't need any insurance having everything covered with a 3rd party provider, but somehow they put in on the contract. Not a honest company, ripping off their clients. SCAM! read more

All I can say is that the scam lives on. I can't believe Hertz USA allows these thieves in Mexico to cheapen their brand. I second and third every comment here. Hertz Cancun does not honor contracts and forces you to buy local insurance at outrageous rates. This is outright FRAUD. I will dispute every charge on my bill from this outfit. I shouldn't have to pay a penny more than the quote I was given. read more

Worst rental car companie. For the insurance, I'm fully covered with my credit card as almost everybody, but they wanted to have a deposit of 13,000$ USD if I don't take their insurance. Call my bank to do the money tranfer to my credit card to have enough, but they said that the payment didn't pass despite the fact that the money was there (I was still on phone my bank, and there was no attempt to pass the payment). Finally abdicted and paid their 400$ insurance, so it cost me 1100$ instead of 700$. Will never do business again with Firefly or Hertz. read more

Beware: Don't rent from this location, they have very unethical people there. I left my 4 year old ipad in the rental and when I realized it, by tracking, I called the location, the person that answered went to look for the iPad and then hung up. Later on we were able to map it to a home located 11km away. Its not weather we are thinking we may or may have not left it in the rental, this is confirmed. One of the employees at this location found my 4 year old's ipad and stole it. I have launched an investigation with corporate. Please don's support criminals and don't rent from this location. read more

Great price and easy returning process. We got a compact car, AC, automatic transmission for 4 days for $150 usd including Insurance policy. We got there and returned our car in less than 10 mins, their shuttle took us back to our terminal. We recommend this company! read more

If you like bait and switch this is the place for you. This goes for Thrifty and Dollar and firefly. I reserved a car in April for $204 for 1 week. I guess demand was low then because when I arrived I was forced to buy their lowest insurance coverage for $438 additional. Even though my credit card covers $50k. They would not release the vehicle without purchasing this BS insurance. I went last year to Cancun around same time and only paid $54 for a car at Budget rental cars. Maybe demand was slower last year but still not acceptable. Will never rent from this company and affiliates ever again. They have lost a customer for life. Renter beware read more

Horrible waiting time!!! We waited for an hour to get our car even though we reserved our car online and with only three people ahead of us. They basically took 25 minutes for each customer. Unbelievable Low efficiency!!! Be aware! Don't rent a car in Cancun. Taxi is much faster!!! read more

They completely ripped us off. Last time I ever use Hertz. Watch out for the exchange rate they trick you.

This location is perfectly fine There are a lot of bad reviews. Maybe odd things happened to folks but NOT to us. We were not over charged the car was the one we booked and the service was relatively prompt and easy. Do not be scared. I am a Hertz President Gold member and I have seen many stations. The one in Cancun really is one of the better ones; it is clean, the people are friendly and accommodating, the bill is clear and you are in and out fast. read more

Renting a car in Cancun has always been difficult for me, because they all try to scam you. It's just a question of how big the scam is. Hertz is, BY FAR, the worst. I ended up paying $1300 for a four day rental after booking on Expedia for like $35 a day. Do the math. The only reason I took the car was that my hotel check-in in Tulum would have been missed otherwise, it was the height of the holiday season, and I didn't want my vacation to be ruined over car drama. Everyone around me was upset and being scammed as well -- the place was a horrible joke -- with everyone commiserating on what was being done to them (all premised around not having their reservation in the system--yeah right). Please please avoid this place. It cannot possibly get any worse. read more

Rented from the Cancun Hertz in February 2017. Nice office (w/free wifi so you can get your bearings while waiting in line), efficient shuttle service, decent vehicles - appearance-wise this place lives up to Hertz standards. However, you do need to be an educated and vigilant consumer to prevent unnecessary expenses or getting taken advantage of (though this pretty much goes for all tourists who visit Mexico). I booked online at Hertz.com. For the insurance I relied on my credit card's car insurance coverage to cover the vehicle itself (typically referred to as collision/comprehensive insurance in the USA). I purchased the additional liability insurance (called SLI - supplemental liability insurance) from Hertz, which cost $13 USD per day - not sure how necessary this is, but it is cheap and most people online seem to recommend it (and I hear most rental car companies will tell you it's mandatory). Since I was not using Hertz's comprehensive insurance, they required a carbon copy of my credit card in case I damaged the car. I didn't have a problem with this and they tore up the carbon after I returned the vehicle undamaged. There was no hard sell to purchase any additional coverages. All-in my rental cost about $35 USD per day - pretty reasonable, and cheaper than many other rental car companies in Cancun. Must Do: When you pick up your car, take photos of it to document any existing damage. The Hertz employee giving you your car will also do this on his iPad, and will e-mail the photos and contract to you (nice system). Don't forget to photograph the odometer and fuel level too - doing this actually saved me from excess fuel charges on this rental, because they gave me the car 7/8 full but my contract said the tank was full. I returned the car just a smidge below the Full level (and well above 7/8). They still wanted to nickel and dime me for 1/8 tank of gas, so I showed them the photo I took of the fuel level when I returned the vehicle and was able to avoid any fuel charge with no hassle. Minus one star for trying to nickel and dime me. Overall I would still rate them 4 stars and would use them again. read more

The worst rental car experience in the history of rental car experiences. We are gold members with Herts who usually does a fantastic job but the Cancun Herts is vacation purgatory. These guys took 2 hrs to get our car ready and doubled the price we booked online. There were about 10 employees sitting around talking having a great time not getting our car for us. When we asked them if they could go ahead and give us the keys to do it ourselves they rolled their eyes and said the car was not ready. We could see the car it was ready.... just get a shuttle to your place that's what we should have done. read more

Scam place which make to buy insurance on top which was sold during car reservation, if you decline to purchase additional insurance they asking for a deposit of $12500.00. I agreed on this ridiculous deposit and they responded me that their credit card processing system does not allow them to process such a large amount. As a result you have to buy an addition insurance or nor car. Car with standard insurance (during reservation) - $185, additional insurance - $345 read more

Worst Rental Car Company in Mexico. I should have paid more attention to the ratings, but as a President Circle Gold Customer I was under the impression it will work out... I was wrong my charge was more than double compared to the reservation. It took forever to get an invoice after I dropped the car, no one could be reached by phone in Mexico as all other hotlines in USA or UK couldn't help. I am still in exchange with Hertz to get compensation, but no movement so far, just two line responses. We reviewed and invoice is correct. AVOID this place don't rent here, this is a franchise and not operated by Hertz itself. They will trick you. read more

Do not rent here. Made a reservation online for an automatic trans and was quoted a price, said it included insurance. Went into store and the man at the counter told us our reservation did not include insurance and INSISTED/demanded that we buy more. Also said they did not have an automatic vehicles and would have to pay an upgrade for one... ended up being almost triple the price so we walked out. not worth it. rent somewhere else read more

Awful experience here. We had a reservation, quoted at $140 for an economy car for the week. They shuttled is from the terminal to the pickup point pretty quickly, but when we got there we waited in line forever. The car checkout process took a little over an hour and a half. The woman at the counter added the maximum insurance and prepaid gas without our consent and when we asked her to do the minimum required she lied. She told us how much it would cost in pesos then grabbed a calculator and converted to dollars for us but didn't do the correct conversion so the price she showed us ($160 was actually $570 my fault for not checking up on her math) When we were done at this counter they sent us to another counter where another woman tried very aggressively to sell us expensive hotel and your packages, even though we already had accommodations and told her this repeatedly. When we were finally able to escape the building to pick up the car we were approached by another employee who chased us out of the building trying yet again to sell your packages. The guy who pulled the car around from the lot demanded a tip. I wouldn't rent here again. But if you must, my suggestion is educate yourself to what insurance you need at minimum (liability in Mexico), have a calculator ready (check, double check and question every number on the contract) and be ready to be aggressive back to these people, otherwise you'll be taken for a ride. read more