We landed late at night so there was less traffic at the airport. The shuttle was right when we got there, and they had our car ready for us on the board. The staff was very gracious and kind all around. We had a problem with the car they assigned us (Hertz Gold is free to register for this service). We had a problem with the first car. The brakes were very squeaky and felt jerky, so we asked to switch cars. The manager and staff were so helpful and surprised us with an awesome upgrade! Customer service was great. Mahalo nui Hertz! read more

Wooooooow.. don't, just don't. Reserve your car for two hours prior to you flights arrival if you have a schedule to maintain. Probably won't matter.. this place is the WORST. Their attitudes don't help an already unacceptable situation. had to have uber pick us up and take us for lunch because the line waiting for cars was several hours. Seinfeld watcher?! it was just like that episode.. "we have your reservation, but not your car" mind you, our flight was delayed 30 mins and I've now been waiting 2 hours. So they're at a minimum going to set you back 3 hours. read more

Hassle with picking up and dropping off. You walk in and there are supposedly three different lines but agents call whomever they want and even though you have been waiting a long time, new people who just walk in walk right in front and are helped. Drop off even worse . Some short fat person named Amy? Just sort of yells instructions in some indistinguishable gibberish in her "I don't give a fukk" voice from across the lot as she is walking away from you. You ask her what and she's like all in your face. Whatever happened to walking up to the car, greeting the customer, asking how everything was, and giving audible instructions in standard English? Do t expect that here. read more

Next time you travel, read the yelp of the agency before booking! Only 1 person working the counter to pick up cars at 12 noon in July, are you kidding me? An hour and a half to pick up the car. read more

I rented a car from Hertz that had a battery that went dead. Hertz came out and charged it but I was told that I would have to drive to the airport and get another car. I only had one day left and I had to spend it on a hour drive to the airport. The car would have to be returned the next morning.I was not very happy with Hertz as I had to cancel the tour that I would have been participating in due to not having a car. I hope to rent from a different company next time. read more

WAITING OVER AN HOUR FOR MY CAR. First and LAST Time with Hertz!! Never had the experience with any other company

I just lived through a rental booked for me at Hertz. The counter person was taking forever so they hooked me up with a video kiosk guy in Oklahoma. He tried to get me for $450 with a confirmed reservation at $300, then didn't have the car. I had to show them a gas station reciept front within 5 miles of the airport on return and then tried to claim a door ding was on menwhen the car was never inspected. National forever! read more

Don't understand why so many bad reviews but I had a great experience here. I even got a fantastic deal on my rental and a great upgrade along with that! (ended up taking a Infinity QX56 which was *very* useful when we took the unpaved road to Hana). The staff were nice and everything was done swiftly without wasting my time. read more

DONT rent here just to save a few bucks! NOT worth the 2 hours of wasted vacation time. NEVER again!!

Hertz totally jacked prices on us. Such a friggin' rip off. They kept on trying to sell us "upgrades" and insisted that if we didn't upgrade we would get a car with manual windows. Do they even make cars with manual windows anymore? We ended up paying significantly more than everyone else who rented from other vendors .... totally ridiculous. I will never return to the Hertz at this location ever again. read more

Horrible! We will never rent a car from Hertz again. We started our honeymoon off standing in an hour and 15 minute line to pick up our car! They had about 3 people working the "normal line" and since we werent a gold star member we had to stand in that line. The guys helping us also doubled as a tour guide/concierge which held up the line. We booked a small SUV months in advance and it was "unavailable" upon our arrival. read more

Well good luck! If your planning on getting to Maui and getting in your rental can and going forget about it. I have a reservation I've been in this line here for over a hour. The "Live agent" video style line does go a little faster but the printers are down. The drivers lic scanner doesn't work. You'll end up at the Gold Club line. I've over heard a few complaints. You end up getting free gas if you complain enough. Good luck. read more

Evidently hertz over books and leaves families on vaca stranded, sitting, waiting for a car to be returned, even though you booked in advance.must be 10 families sitting, waiting waiting to get in to their vacations. read more

This experience was horrible! We rented a vehicle 2 months in advance, spent extra to be able to choose what vehicle we wanted, and also spent extra because we chose the Jeep Wrangler and they rented it out from under us! They switched our Itinerary to a vehicle that could not preform the same tasks. When we called to see what had happened they were sold out and refused to help us. They would not reimburse us, find us another Jeep, or allow us to speak with a manager. They were rude and completely unprofessional. I suggest to never pay extra to pick a vehicle because they will not hold it for you anyways. I am also disappointed that I have to pick one star because they should get none. read more

Times like theses, I wish you could give zero stars. These people overbook and are renting cars they don't have, so expect them to try and make you pay for a higher class car for double the price. If you decline, you'll have to get on a "waitlist" for the car you reserved. Took us three agents (including manager) and over an hour to get our car. Ridiculous. read more

Please hire more staff 2-3 employees and sometimes only one since 2 would disappear. Only 5 people in front and waited over an hour? We will not return definitely our last time. As I'm writing this we were just informed the other 2 workers went home so now there really is only one worker it might be another 30 min. Everyone is really upset since we are at the airport trying to get to our destinations. This really Hertz!! Never again. read more

I'm currently in line and have been standing here for 30 minutes. Only 2 people have gotten serviced. There is a line of 15. Made an online reservation a few days ago and now just trapped. No organization, no urge for customer service. 3 people behind the counter are doing absolutely nothing. DO NOT GET A CAR HERE. read more

Whoow, this location is a mess. Complete chaos. Waited in line to be told to use their state-of-the-art machines. Crashed on us, then we were told to go wait in the Gold Members line, much longer and with fewer associates than the regular line. Was finally told I was not a Good Member... Huh... Very unpleasant staff, we were told that we can be happy they work on NYE... Note waiting in the third line for them to pull up or car. The organisation is disastrous, cars are pulled up left and right, but no one's picking them up, and in the meantime, the same group of people are waiting around. I've been at this location for an hour and still no car, they're not even busy, just disorganized and chaotic. Do yourself a favor, after a long flight to paradise, acid this Hell hole ! read more

I understand things run slower on the islands but an HOUR AND FIFTEEN minutes to get a car that was PREBOOKED is ridiculous! We had to see two agents separate times to complete booking and then we were directed to a car. Got in the car and proceeded to the exit to wait in another line. When we get to the exit they tell us we have the wrong car so we have to go back again reload our car and wait in the same line again. These people need to get their act straight! read more

This place is just aweful. We rented the manager special- when we got to the counter the lady gave us the plastic card and said everything was included- then when we when to check out she said it would be $175 extra a day. The car they gave us was all dented and scratched. As the previous reviews say they try to up sell you. Save yourself the hassle and rent from one of the other car dealers. read more

180 degrees from our Hertz experience on the Big Island: the woman at the counter was snotty and unhelpful and the car (a Chevy Spark) was so small that our minimal bags would barely fit and the car felt unsafe (even at the speeds most people drive in Hawaii); the car was so unpleasant that we canceled our trip to Hana and just stayed in Kihei. RENT FROM ANOTHER COMPANY IF POSSIBLE!! read more

This is a flipping joke a hour + wait for a car after a 5 hr plane ride? I'm by myself waiting on just a compact car, there are dozens of families waiting as well. I've never waited for a car from any other rental company ever and I travel all the time. Will never use them again read more

Club gold members. Got there and no car in the designated spot and they tried to charge us 5 times as much as the original confirmed price. They still get two stars because it's still Maui! read more

It would be beneficial for this Hertz to rethink the way they rent cars. If one has a reservation for a car, on a particular day and the payment has already been made, then that car should be available. This, however, is not the case with the OGG location. Cars assigned to paid reservations are not available to the customer for at least an hour after check-in is completed. The quoted wait time was 2-5 minutes which is obviously not the correct figure to use based solely upon the actual wait times being experienced. The bottom line is that I would not recommend this location or company until their inventory issues are resolved. read more

No idea why, but long line to shuttle finished with long line to pick up car, very long line. Line of 30 people, one person unless you Pleasant Holidays, Club member or Classic Vacation. It is first and last time use them in Maui. Finally got car with scratchers on two doors, 28k mils and something wrong with engine. read more

I put 1 star since it wouldn't let me leave none. Dozens of families sprawled on the concrete floor and scattered outside as their designated person waits in line for hours to get the reserved car. read more

This is my first bad rating. I have never been so upset with a company at all. We were on Maui for a family vacation and I thought I locked my keys in the car. We called roadside assistance and called right back because we found it. The lady my husband spoke to said that since it was within 5 mins there wouldn't be a charge. I returned the car, and you guessed it, there was a charge. I told them we called back and of course they said they don't have a record of it. I wanted to talk to a manager to get it taken off and he told me, "the buck stops here." And the only thing they would do is give me 30% off of the roadside charge! Pure crap! In regards to the car, we got a van that has fairly worn tired and the remote didn't work so we had to manually lock the doors every time. read more

Don't go here! After waiting in line at the counter for literally an hour we got to talk to a person. They tried to sell use gold membership for $60 a year so we wouldn't have to wait in the long line next time. They also tried to stiff us for an additional $13 a day to add a second driver to the car. We asked to speak to a superviser. The superviser (Rosie I believe her name was) had the nerve to lecture us like children. We told her to hold the lecture and give us the car so we could get out of here. She tried to lecture us again but we cut her off and said again we just want the car. We were given a beat up Nissan Altima with so many dents, scratches, and even a half torn off bumper sticker of a whale with the words New York. Instead of going back in to deal with Rosie again we decided we could always swap the car out at our hotel later. Hertz, you need to get you act together. read more

Horrible experience. We rented a full size vehicle and received a piece of garbage Mazda 3. After parking and leaving a cold water bottle in the cup holder we came back to find it absolutely covered in ants!! We saw most of them scurry away into the center console, which I refused to open for obvious reasons. I called 7 times before someone answered the phone. When I told the girl about our ant infestation she didn't say a word other than to place me on hold for 10 minutes. We went back to exchange the car, which was a 40 minute drive out of our way, and not one person expressed any regret about the situation. I even had to tell them I was not paying (we only rented for one day, half of which was spent riding around with ants all over us and/or trying to elicit some empathy from the heartless agents and managers). I've never had management care less about such a disgusting problem. Totally unacceptable. read more

We arrived in Maui just after noon on March 5th. Several planes had arrived within a few minutes of each other. We had prearranged for a Hertz rental car quite easily through Expedia. The experience thereafter was quite terrible. First, the driver of the shuttle from the airport was exceedingly rude and short with us and with other customers. Not a good introduction or welcome to Maui. Secondly, when we got to the Hertz check in to pick up our car, we were met with long lines of folk waiting and only three agents at the computers to check people in. One was at the 'Premier member' station, one at the AAA(Pleasant holidays) member station. All three kiosk computers were not working. The rest of us poor sods waited for the third agent. One and three quarters of an hour later, in my turn to approach the agent, I politely stated that I found this wait unacceptable & that I could not understand why Hertz did not add additional agents in peak times. She stated that they had had a few agents call in sick. So, when there are staff absences and kiosks down, where is management in this situation? This was very poorly handled. There was no communication to people as they arrived and the crowd, while calm and polite, was getting restless and anxious over the long wait and poor communication. I have always preferentially selected Hertz. But I will no more. This treatment was so far out of any experience I have had as a customer, that I will select another rental company in the future. No matter that this may just have been only relegated to the Maui office of Hertz. It has tainted my loyalty forever. read more

Dishonest, pushy, and manipulative. The line is long because they spend so much time trying to scam their customers. When I declined their NUMEROUS pressure requests to upgrade my vehicle, they snidely apologized to my 13-year old about his mom not being willing to make his vacation more fun. Trying to manipulate my 13-year old son into being part of their pressure-you-to upgrade game really crossed the line and was in extremely poor form in my opinion. Luckily for me, my son was not willing to participate in their sales tactics, but it was a really unpleasant way to start a vacation....and YES it did take FOREVER to get my car. ..And definitely keep double-checking the charges -- the agent we had kept trying to insert additional charges back in. read more

Cheapest deal I could find on the Island $22 a day. Great extension policy. Easy pick up. Under 5 minute drop off and friendly staff. Everyone seemed happy to be at work. read more

Hertz rental car was completely unprofessional. First I waited half an hour in line and then only to be told that I would have to wait another half hour because they were completely out of midsized cars. Although there were over 30 cars in the lot out of use. read more

We got stood up by thrifty. So we went with hertz. Great service. Open late. We even missed our flight and had to rent the car for an extra day and they hooked us up with the manager special pricing. Happy hertz renter read more

Best rental experience i ever had. Rented compact car online. Arrived here and was greated by a guy who asked me for my name and printed the rental contract in 30 sec. Was in and out in 3 min and car was perfect. Return was also fast and smooth. In less than 5 min car was checked in and I was on my way.. Great customer service. read more

What's the point of a reservation/reserving a car if you still have to wait in a long A$$ line??? And why have kiosk when you can't use them? Ugh...you suck, Hertz!!! read more

We arrived in Maui and got the shuttle right away which took us straight to the rental. The only issue I had was that they gave us a mini van and I do not like driving big automobiles. The men outside working were very friendly. The lady's in the inside were friendly but it did not feel genuine. All in all it was a good experience. Other than the wrong type of car. read more

Lines were long. However, my friends and I got a vacation packet from AAA and only waited 20 min. I felt bad for the other ppl that were waiting since we got helped before them. Be prepare to pay more. Car does not come with insurance and I really recommend to get a car with GPS. I said no, ill use my phone. But so glad we got a car with GPS. Spend the money on that and save the trouble. read more

I'm officially never renting Hertz ever again. The line to talk to an agent took 1.5hrs and we were in the front of it. The lady helping us was super friendly to a fault. She was talking it you with ever customer while the line was out the door. Once we finally got our reservation we had to wait an additional 1.5hrs before the car was ready. She said routinely the wait is 3-5 hours. That is just un believable. I get things move a little slower on the island but this is just plain horrible. Hertz never ever again. read more

Great rental experience! Carla was fun, welcoming, helpful,knowledgable and went over and above to get us a great car for our honeymoon! We will be back and definitely rent a car from Hertz.... read more