We had a bad experience here the week of 3/21/16. We reserved our vehicle online. The reservation said Standard vehicle: Nissan Altima. We got to the counter and the guy said that a Standard vehicle is a two-door and that an Altima would cost extra. Bait and Switch. We paid the extra and the Altima we ended up with was filthy. Don't they care about the product and service they are selling? I won't use Hertz again. Some other family members, who used this same Hertz this same week, first got a dirty vehicle, then they exchanged it for an "upgraded" vehicle at no charge (surprisingly). The second vehicle broke down on them, then they had to get a third vehicle. What a joke. Rent from one of their competitors, they don't deserve your business. read more

We received a Nissan Maxima that was filthy dirty with several dents & scratches. It was embarrassing to drive around in!

The reviews are terrible, but they're the cheapest I could get because of my CAA perks. So I didn't listen to the reviews, and I should have. Any issues people ran into with customer service I ran into. I prepaid and they said it would charge part of the costs of the car and I would pay the rest (taxes & fees) in person; it charged the full amount. Couple weeks later I get a refund on my account for a random amount of money. Couple weeks later it charged my account again but higher than the refund amount. Called customer service, no one picked up. Left several messages, no one replied. In the end I had to cancel the rental due to other reasons, and I knew I'd get a $50 fee, but the refund was $100 less than I should've received. Emailed customer service this time, and reply time is minimum 1 week. So I'm still dealing with this issue and it's been well over a month. Customer service is no help at all and drags things on until you want to give up. I know it's cheaper, and it's tempting (worked on me), but it's not worth it. Go with a reputable chain with great reviews when it comes to car rentals (Avis, Enterprise, etc.). PLEASE listen to all those negative reviews because it's true! (I'm a Gold Member btw) read more

Well, the Hawaiian airline counter wait was nothing at SeaTac and TSA was just a few minutes. But then we get to Maui, Hawaii and waited over an hour in a long (hot) line for the Hertz rental car! Only two "agents" helping regular customers. I went by price, next time will be by reviews. read more

Only 1 person doing the car rentals. Horrible service. Waited more than 30 minutes for my car to be "cleaned" and prepared. Once I received my vehicle it had bird doo on the hood and both front fenders. The inside wasn't much better. So much for cleaning. The vehicle had almost 20K miles on it and damage to the right rear fender area as if it was sideswiped. Manager was rude with no customer service skills. I believe he does not care about the customers and is only there to collect a pay check. Go anywhere else but Hertz is my suggestion. read more

Horrible experience!! I travel often and come to maui often but will never use hertz again! 4 people in line-myself included and waited for over an hour and a half before finally getting to the kiosk.. then the ladies computer wasn't working so had to wait another hour before she could get into the system and get us checked in-all the while people who just got there were getting there cars and getting processed while we had to stand and wait. Lovely 3 hour delay to our honeymoon. Also tried to talk us into all kinds of extras the entire time-we just wanted a car at this point :/ I usually don't go out of my way to write reviews but this was just ridiculous. Great way to treat a service member read more

I had the most amazing experience with Hertz. I was traveling with my husband and my not quite 2 year old twins (and a lot of luggage as a result). We turned our car in and began to get ourselves organized. I thought we were doing ok, but we must have looked a little stressed. Chevel (not sure if I'm spelling her name right), came over and asked if she could help and offered to get us a cart. She helped us get everything together without making much of a fuss. We thanked her profusely and went to wait for the bus to take us to the airport. Chevel stepped in again and said that her coworker Jimmy would take us to the airport because they were worried about us getting everything from the car rental bus stop at the airport to the terminal. Jimmy helped us load our luggage into a van and dropped us directly at the terminal (helping us again unload the luggage and get a porter). Chevel and Jimmy didn't need to put themselves out like they did for us and it made all the difference. I am now a devoted Hertz customer thanks to their thoughtfulness. read more

Go somewhere else!!! I wish I would have read reviews before booking here. We usually use enterprise and actually did on the big island before we hit up Maui. The difference in service was night and day!! This hertz was awful and then the girl even had the nerve to say "leave me a review online" HA yeah okay! I think her name was Jen. She started off trying to tell me we would have to pay extra for two drivers (not true since we booked through USAA). Once that was settled she tried to insist we get insurance, which I told her we were covered through usaa. She then asked us if we wanted to pre pay for fuel, I said no and then she continued to tell us we should.. Until my husband said yes. We ended up filling the tank and getting a refund upon our return. We reserved a 4 door jeep but they gave us a very small 2 door since it was only two of us... But we had a lot of luggage. Then we were trying to clarify the charges... We ended up being charged $511.... For an original $230 reservation. Partly this was because of the "deposit" they hold... Enterprise doesn't hold anything if you show them a return flight, which we showed hertz and she said okay you're good but apparently that was not true. The girls behind the desk were snotty, that includes the blonde lady someone else on here mentioned in their review (they have a picture). The girl helping us seemed annoyed by any questions we had, like it was some kind of inconvenience and she was clearly annoyed that we didn't say yes to all the upselling. Not how you want to start your vacay, not a good first impression of this island compared to the big island we had been at the previous week. Worst rental car experience ever, we'll stick to enterprise!! read more

Rude rude rude counter girl Honeyette, needs to be fired. I will NEVER rent from this location again. If she is your counter person wait for the next person available. After a nasty comment about making my husband & I RETURN to the end of the line because we were in the Gold customer line, which we have. There was no one in line. Honeyette then informed us that us a gas receipt timed and dated immediately prior to drop off where required or charges would be incurred. I then gave her my license, since my husband and I would both be driving. Oh, no problem a $ 35/ day surcharge would be added to our bill. Then a hard sell to upgrade to a sports car or SUV, we where already in a midsize. After politely declining, this added expense we were finally given a car. After loading our luggage, we drove off happy to be gone with Hertz. But a loud noise was IMMEDIATELY heard and we didn't make it out of the parking lot. Meanwhile, a packed airport shuttle had arrived and we where again at the end of the line. An hour later we where finally out of Hertz. Total time elapsed 1 hour 40 minutes. Do yourself a favor rent elsewhere. Do mot start your Aloha at the Hertz rental center at the airport. I want a no star option. read more

Jesus christ can you people get a few more uh "agents" working? We literally waited in line for about an hour or so. With Avis we could have been in and out in less than 5 minutes. Also Diana who was a shuttle bus driver was a complete bitch and actually yelled at me for putting my suitcase the wrong way. And she held her hand out for tips while we were disembarking and I just gave her the death stare. No Alohas or Mahalos from anyone working there. Hell there wasn't even any "hellos or thank-yous" in English. Not impressed at all. Unfortunately, we have Hertz for the rest of our trip. Not to mention the Toyota Sienna that we rented was in terrible condition inside. Stains and this strong stench of ass literally poured all throughout the vehicle. It only had 2000 miles on it, but drove like it had 100,000. This car was literally beat to shit and then given to us. Not the way to make a first impression. read more

The worst rental experience I've ever had. As a gold member I waited over an hour and a half in line (while the very lengthy general line moved past me) and we missed a doctors appointment because of it. There were cries of woe and agony all around me as other customers who had also been waiting for ages were given the wrong cars and defective cars. By the time I made it to the counter and asked them to please expedite bringing my car around (I can't go walk to it myself like other rental locations), and please just bring it dirty, they still washed the outside but the inside was dirty. This is the last time I'm using Hertz. Forget the gold membership. read more

Awful service, long wait times to check in if you're not a gold member. Prepaid with hotwire, worked out to about $40/day for a week. Was told a Jeep was available for $50/day. I said, "only $10 more, not so bad." Clerk smiled. Upon return, it was an extra $50/day, not $50/day. Very misleading. Will never use again. The Jeeps, by the way, are old and dirty and if anything you should get a discount for using them. read more

This place is terrible. Been waiting 45 minutes with 2 toddlers and am still not even close to being seen. Not enough employees, super slow. Maddening after a long flight. read more

Never again Hertz sucks 2 hrs to get a car 1 person working 30 inline stay away made us miss our dinner reservations what the he'll help just help read more

Seriously? All kiosks are down and only one person staffing the counter for general reservations? Great way to start my vacation.

Wish I could give this experience minus stars! Plain and simply the Worst Experience I've ever had!! A staff of incompetent and generally uncaring individuals led to a 2 hour wait, no exaggeration. Unbelievable, they have 3 kiosks sitting in the lobby that don't work, maybe 4 people working, if you can call it that and 100 people waiting to pick up cars. Do yourself a favor and never use Hertz Car Rental!! read more

Still standing in line here at the counter. Plenty of time writing this review! Five counters open. two reserved for Gold members, one for 'Pleasant Holidays' and two for general reservations. Oh yes, three kiosks... all nonfunctional. At one of the general counters, one person is training? another which seems to slow that process down considerably. I've been coming to Maui for 17 years now, and always opted for other rental car companies, frankly because Herz is always the most expensive option. This time, I thought I would improve my experience and spend extra $$ for a 'better' car rental company. Well, if you are reading this be advised , whatever premium you might be paying is NOT GOING TOWARDS BETTER CUSTOMER EXPERIENCE. Save the money and get yourself a root canal... more enjoyable After 42 minutes to the counter, another 30 minutes waiting outside for the car to be brought to the front, poorly cleaned, still wet, and reeking of sweat ..of the previous customer? My family did not feel like getting into this car but another hour plus wait? read more

This was the absolute worst experience! Bus came once for ever 3 buses from Dollar, Enterprise, etc. Bus driver was rude. Lines were long. Got a good price on a car, but I'm not sure it's worth the hassle and negative vibes at the start of your trip. read more

Waited 2 hours to pickup a vehicle, even with a reservation. The staff wasn't very apologetic about it either. And that was the wait time for everyone that day. Then I tried calling them 12 times before getting a hold of someone on the day of drop off to make sure that process wouldn't take 2 hours too. read more

I've made a reservation and paid for everything. I came here and there's no one in the general reservation booth. I had to switch to Gold line to get help. Staff was slow and rude. read more

Of course I expected them to most likely not have the car that we had reserved 3 months in advance. Rental places never have the car that you reserve. But I did at least expect them to have something remotely close to what we reserved. Or at least offer to give us a free upgrade. NOPE. Neither were suggested. We were told we can get a bigger SUV but it would be $20 extra per day for our 10 day trip. They did finally end up finding something for the same price but it was no were near what we wanted. I also sort of surprised to find out that the vehicle was a few years old, which dodge never really kept up with the time so that was even more disappointing. But we were not gonna let that bring down our honeymoon. The woman that helped is with our reservations did not really seem like she wanted to be at work that day. Very short and not very helpful at all. Anyway probably won't be going through hertz again if we visit this island. Should have gone to budget or enterprise. read more

Was hands don't the most ridiculous rental car experience in my life. Rented many cars and I have never seen it take so long. Lines out the door and the guy behind the counter was in no rush. Woman in line a few spots ahead of me tried to talk to the manager as he just sat looking at his computer, and never said a word. 15-20min per person, no lie, someone looking at this business model should see some red flags...... read more

Horrible line and no one moves faster than a snails pace. After 10 hours of travel to get here, the last thing I wanted was to wait another hour for a car that should have been ready as a gold member! Hertz, you need to do better and this is one of the reasons that I recently switched to national. Disappointing start to a vacation. read more

Planned on using hertz for my honey moon and long story short we paid in full through triple a and did not have the card that was used to pay with us for pick up therefore they would not give us the rental car even though it was paid for in advance. They told us to get a cab. Very frustrating landing after hours of traveling and not having transportation that was paid for. Luckily we had another local Kihei Rent-A-Car pick us up from the airport, took us to their location, and had a 2013 car ready for us! They were awesome. The only reason I'm giving hertz 1 star is because we got refunded. read more

Unfriendly, not enough staff and cruddy cars and service. Hertz is the Wertz! My travel agent booked the car for us and we spent two hours at Hertz before we could start our vacation. No apologizing for the shorts staff or even a smile. Terrible. read more

Bahaha! The people at this Hertz location are the worst! The way only way I will get over the exceptionally poor service is to write this review. In short, these bastards have zero Aloha! The first rental here was in December 2013. I booked the "standard" model. After waiting in the line, they tried to upsell me to another vehicle (which is fine--I know the staff must do this). However, after some period of typing on the computer, they then claimed to not have any vehicle ready. (If you've never been here, there are about a thousand cars on the lot at any given time.) In the end, we waited 25 minutes for a vehicle. In the grand scheme of things, 25 minutes is not a great deal of time, but this is my vacation. They should offer an alternative car and apologize for the inconvenience. Okay--on with the vacation. Upon return, they had only one staff member scanning the dozens of cars coming in. "Keep pulling forward! Keep pulling forward." This dance continued for about 5 minutes until I finally reached a stop. However the one staff person hurried past us to help the new cars coming in. We protested, but the staff ignored us. 20 minutes later, the surly cow returned and gave us an inquisition about the fullness of the gas tank among other things. "Is the tank full?" - Yes. "Where did you fill it?" The Shell station. "Which one?!" Um, the one that is nearest the airport. Now, stupid me, I'm back again in February 2014. This time, I'm with my wife, in-laws and sister-in-law. "How many people in your party?" 5, I replied. So what do they give me? A 4-seat Mustang. No big deal. It's probably a mistake. Sure, the car looks cool, but won't do. So, I go back inside and explain the dilemma and ask if they can offer a different car. The staff responded with something cute like "Don't book the standard if you want 5 seats. The standard is 4 seats!" Hang on a second! The standard is supposedly above/bigger than both "Compact" and "Economy." Both of these cheaper choices come with 5 seats. She tells me I must upgrade. I explain that there are many cheaper cars that have 5 seats, and ask if I can have one of those. She refuses at first, but then relents when she realizes I don't want any money back. On our way, lucky to be on another vacation so soon. Upon return, we are 25 minutes late. Our fault. The check-in staff are busy once again doing other things. We wait about 5 minutes or so. When they finally come to check us in, they say we owe $94 for being late. I ask why it is $94. She says, "We bill on a 24-hour cycle." Umm, yes. This seems like a throw-back to paper accounting days. Surely they could charge a set late fee, instead of blaming the billing system. $94 for 25 minutes! I try to explain that the daily rate I was paying was only $60 including tax. They tell me to call the 1-800 number if I want to dispute the charge. Mahalo, ya jerks! read more

If I could give this place no stars I would. Booked a 7 passenger vehicle paid in full before we even left the states. Got to the counter after a long 35 min wait only to be told the vehicle I rented would not accommodate us, 4 adults and 3 children. I was told they would have to upgrade me with an additional charge of $700+ with another charge of 106.00 for changing the reservation. A hold would then be placed on my credit card in the amount of $200. After already spending $426.00. The lady Sandy at the counter said I could not put my reservation on a different card it had to be the one I used to prepay with. Here is what the policy really says (#21. When picking up the vehicle at the counter, you will need to produce the credit card with which you paid online and your full driving license. The credit card used must be in your name and presented at the time of rent. Once proof of this card has been provided, Hertz can accept any other valid credit card in your name at the time of rent for taxes, fees, and incidentals.) Then when it was time to go they had no vehicles for me they had rented everything out already. Clearly these folks need to stick to just selling cars cause the Army Major standing next to me at the counter was told the same thing I was. "Sorry you need to upgrade and come out your pocket, as this car will not fit your party". I asked for a refund as we were going to rent somewhere else. I was told you could only call Mon-Fri during Central Time Zone hours. This was Saturday the 13th. On Monday the 15th I called and finally got through to someone only to be told that they would make a decision within 10 business days on weather I could get a refund or not. Email was sent to me on June 16 with a "Thank you for looking into Hertz your email is very important to us someone will contact you ASAP" .BS! Here it is July 1st and I had to call again and ask where my money was. Needless to say I would never suggest doing business with Hertz as they have the worst customer service and in house personnel I have ever worked with. read more

The worst! Rent somewhere else! Made a reservation for 2pm and actually got here early - left counter at 2 and then no car - over 30min for car and no customer service!!! read more

The shuttle line was crazy confusing & then the fun started upon arriving to the Hertz station. The line took over an hour, and the front desk lady rambled on and on about random stuff. She seemed a bit stoned and unfocused. Not to mention that there were only 2 people at the desk. Not the way I wanted to start my vacay, but what is one to do when you've already come this far and need a car? I will def avoid Hertz at all costs for future trips. The worst rental experience I've had. read more

Horrible customer service. They don't care that you're waiting for hours. They also try to sell you unnecessary insurance without even explaining it-- very sneaky! I would recommend that you go anywhere but here! read more

If I could give zero stars, I would. We are Hertz Gold members and, like everyone else who's written a review here, were forced to upgrade. They basically bullied us at the counter and lied to us saying there are no gas stations nearby (there's one down the street). We paid an ADDITIONAL $300 on top of the original $200 reservation. Except for one non-counter staff, everyone here was slimey and unaccommodating. WE WERE TRAVELING WITH AN INFANT, and they can't make it easier for us? Come on! The Hertz experience ruined our trip. read more

Too slow - terrible service when picking up car. Their process is worst of the rental car companies on Maui.

If i could give no stars i would. long line's not enough people working there and the one that do are rude and dont care how long it take's. then they dont have a car in your res catagory so they do the big upsell complet crap worst company ever. Never would go back. read more

If I could put no stars, I would. Worst car rental I've ever seen. Line out the doors, literally 300 people waiting. Employees were telling everyone "15-20 minutes", but the only people getting their cars that fast were the "gold members". The rest of us waited around 3 hours. When we finally got to the front the employees comments were "you guys want a beer?" & were talking between eachother about how they need a blonde babe in a bikini. On top of that after the "15-20 minutes" we waited, we went to ask manager Rick Ranis where it was & he said he didn't know, that there were still people in line before us & when we explained that they shouldn't be telling everyone 15-20 minutes if it wasn't true he said "well I don't know." Also the "manager trainee" there wasn't any better (Rob McGrew) after another 30 minutes went to ask him how close we were in line & he just walked off without speaking to us. Worst car rental I've ever been to. read more

We are their gold club members and did our reservation online ahead of time, yet they failed to give us the car that we have reserved even thought they have the model available on lot!!! They asked us to wait for 30 min for the model that we reserved. 10 min they gave us the same brand and a different model... All in all, we are frustrated and disappointed! Will avoid our best to do any business with Hertz ever again!!! read more

Not impressed, waited in line for 20 min, only to be directed to a kiosk. The video feed was awful, I kept having to have the agent repeat himself because there was so much static. Once the contract was spit out the side of the machine. I could not find my car. The car was a nightmare, every time I started it, the speakers would blare "This vehicle is in demonstration mode......" very annoying, and there was no way to turn it off. read more

If I could give this place more stars I would. We rented a car from hertz this past week and yes it was a bit of a wait but that was to be expected traveling in July one of the high travel seasons. Everyone was very friendly and very helpful. The car was amazing it was just like our car at home which was a huge plus. But this is not why Im writing this review. The main reason for this review is when we returned the car my husband forgot his carry on in the car. As we were about to board our plane home with our 2 year old my husband noticed he didn't have his bag. Panic set in because inside that bag was very important items to me. One being a camera with our first born baby pictures in it. Pictures mean the world to me and more so being baby pictures of my daughter. So the thought of those being gone I freaked. We called security checked with TSA and nothing. We had to board so I thought everything was gone. As we landed home I thought maybe he left it in the car so I called the hertz in Maui. I explained the situation and the very nice lady looked and saw they had found the backpack and it's in lost and found the feeling of relief came over me. I got an email the next day stating they had the bag with some items stated in the description but not the camera. Panic came back knowing how times are right now and sometimes the honest system isn't really in place anymore. But I will tell you not with this place. I called hertz again after I paid for them to ship it to us I wanted to get piece of mind that the camera and other important items were still in the bag. A very nice women answered in lost and found she checked the bag and everything is still in the bag. In tears I thanked her over and over again. I am forever grateful for the people at this place to have the honest system and courtesy of others. I will always use this place for our car rentals no matter how long the wait or how hot it is. For the simple fact that they have amazing people working here that are honest and care for others. read more

They charged $90 to rent a child seat for 7 days. We found the exact same seat at the Walmart around the corner for $50 brand new. They have a pile of unlabeled car seats in the corner of the lobby. Once we found the correct size it took us 3 attempts of fully installing the seat to find one that wasn't broken. You would think the broken car seats would be thrown out? The only positive with Hertz is the shuttle to and from the airport ran frequently. read more

We loved Hertz! It seems like all car rentals are basically the same, or so I thought. We reserved a Toyota Rav4 for our trip on Maui. The kids and I waited for maybe 5 minutes outside while my husband went inside to the counter, comes out and tells me where the car is located. Lo and behold, the car in the spot that he tells me is a Volvo XC90! Nice! We load up and off we go! Of course it probably helped that he travels a lot and is a preferred member, but I would recommend Hertz to anyone. read more

Worst rent-a-car ever experience ever!!! I would give them no stars if I could!!! We waited for over an hour for our rent a car. There must have been at least 30 other people waiting!!! I will never use Hertz again and I will dissuade anyone I know from using them too!!! As I write this review, I'm STILL waiting!!! read more