The overall star rating for this company says it all.Rosie Bayle is a manager that manages her employees to react and respond the same way she does, very unprofessional, and confrontational. I had booked a car online when I went to check in and pick up my car, the hertz employee stated that were having a promotion and I could rent a jeep at a much cheaper price then the car I booked with them online. I asked the employee if I would be charged for the car, if I decided to go the Jeep route. She stated No, and that I would actually save about $100. I was thrilled about that, who doesn't want to save money, and who doesn't want a convertible jeep when they are on vacation in Maui? I should have went with my gut, to good to be true. When I went to return the Jeep, I had been charged for both vehicles. I tried explaining to staff and finally the manager what was stated to me from their employee, and the Manger degraded me, and treated me like I was trash. Rosie made comments that, people like the luxury but never want to pay the extra amount for it to her staff and with other customers around. She stated that she was making a note on my account, that I like to do this, and to watch out for me. It was the first time I rented from Hertz and it will be the last time. I am a professional, who treats all those I work with, and all that I am around with respect. I do not feel that the Hertz staff in Maui have been trained or educated on what customer service is, or in even what the product, or products that they are selling are. It starts from the management level (Rosie Bayle being one of them) and it showed during that shift. read more

Waited 30 minutes for a shuttle. Waiting for over an hour to get a car. The worst!!!!

If I could give this zero stars, I would. We waited in line for the shuttle for 45 minutes, then arrived to find a ginormous line at the counter and waited another 2 hours just to get a car. I went to the gold member line since I am a gold member, but they sent me back to the end of the huge line since I didn't "book" the car under my gold membership...and then we waited even longer after finishing at the counter to actually receive the car! We wasted several hours waiting for a car when we should have been enjoying Maui. I will never rent from this Hertz again. read more

I was forced to rent here because of my age. However I do not recommend them at all. Their customer service was awful! It started with check in....the lady hardly said a word to us and didn't explain a thing. Then 1 day into our vacation the check engine oil alarm went off as well as the tire pressure alarm...ok things happen but it's how people handle them that make it alright. We spoke to the manager at this location and he was mad at us for their lack of attention! Not only did we have to deal with this headache while on vacation but it is also a safety hazard to give us a car in this condition. The manager told us he only had down graded cars available for us to exchange for the one we paid for (except they had like 300 jeeps and other nicer cars on the lot the day before). After lots of arguing he agreed to give us a comparable car but we were going to have to pay out of pocket to put the thing on a tow truck to get it out to kapalua or we were going to have to drive all the way back to the airport to switch out the car. We refused! He finally gave in and sent out a driver to deliver us another car. I am VERY upset with the lack of professionalism offered by this company. They were the ones in the wrong and they should have been more than willing to make it right. We will not rent from hertz ever again! read more

Sitting here now waiting for my car...its been over an hour. Total chaos. Doesn't matter if you're gold or not. GO SOMEWHERE ELSE!!!

I can not believe it!!! Sloooooooow service.... we had a reservation with 2 weeks in advance and after waiting in line for the pre-check in we waited for more than 1 HOUR to get the car!!!! That is too much!!! Almost 2 hours of my vacations waisted on the waiting... with a baby, tired from the 6 hours flight and hungry...not a good experience. next time I'll make sure to rent a car from another company. read more

Bad experience overall. The Good: The shuttle is convenient and the driver was helping other passengers with bags. The return process is fairly simple and the return staff are helpful. The Bad: 1) Our vehicle had a bug infestation. Now I realize that this may not be the rental companies fault, but whoever cleaned the vehicle before we got it should have done a better job and dealt with this before renting the car out again. 2) The front agent staff talked to their co-workers in front of customers constantly. It meant longer delays and some annoyed customers in line. 3) The front counter woman was nice enough, but she tried up selling and when their was a disagreement about the bill (tried to charge an extra fee for an extra driver, but being a AAA member you get a second driver free) she just kept repeating herself and didnt really listen to what I was trying to tell her. This really annoyed me. In the end, although never concluding I was right (which I was...it states it on the hertz company website), she just went in circles by repeating herself and finally deciding to reverse the charge. The staff member also hid her name tag with her coat, which also rubbed me the wrong way. I took a picture of her with my phone if a hertz company representative wishes to get ahold of me I will pass it along. 4) when leaving the facility you need to show your drivers license/paperwork to a gate worker. This worker was really unfriendly and lazy. She just seemed to hate her job. Didnt leave a good impression after the negative experience we had with the front counter agent. Overall, I will likely never rent from Hertz again and I will definitely not choose this location again in the future. Hertz needs to get someone to fix the problems at this location. I would avoid this hertz at all costs. Even if you have to pay a little extra, go with another company for your own peace of mind and enjoyment. read more

Hate this location. We spent three hours looking for the right car and signing up for insurance over the phone and then when we got to Maui the service desk took so long it even made me start to feel negative about my vacation. Multiple groups that came after us got their vehicle first and there is no staff to help you because they can barely handle their normal customer flow read more

Returned car at 5:10 am after an earliest opening of 5am at OGG airport, nobody around to take the car in. After "bumping" into an employee outside he said that someone should be at car return to check us in. Lady finally arrived after a couple minutes, and then told us the shuttle to take us to the nearby airport (walkable, but not easily accessible due to luggage) was dropping someone off and it would only take a couple of minutes before returning... waited 10,15, 20 minutes... STILL no shuttle! Kept asking a completely apathetic Hertz counter employee when it would be here, because we were about to miss our 6:11 am flight! It was around 5:30 by then and we gave up and walked over to Avis, which had a single shuttle returning every 5 minutes and begged the driver to take us to the aiport, which he did. Hertz shuttle finally arrived after Avis drove us off the lot. Big thumbs down to Hertz for nearly making us miss our flight. Have an earlier key drop off or less apathetic employees!!! Will never rent with you again, Avis with prompt early AM service will get my business from now on. read more

Had a horrible experience. They would not rent the car to my brother in law and would not put him as a driver so I had to rent the car. They told us to call a number to work it out on the phone. But the people on the phone said he should of been able to rent and drive the car but they could not do anything and they told us to go back to the car rental place. They gave us no discount on gas or anything for the inconvience. I am never going to rent from here again. read more

We had a fairly bad experience renting here. My family rented two cars. After a frustrating check-in process we finally got to our cars. Both were terribly rented and scratched. The front bumper was damaged on one. In the second vehicle, we found sand and garbage (Burger King wrappers). The car hadn't even been cleaned. They gave us a new car but no so much as a "sorry". Before we could take the cars, we were expected to document the extensive damage to the vehicles with no help from them. I'm not sure if it's just this location, but I wouldn't rent from them again. read more

Rented a car for the Willy K golf tournament. Left the rental lot driving to the Westin hotel. After 15 minutes on the road I noticed my gas was at quarter tank. My fault for not checking, but I've always had a full tank. When I got to the hotel I tried calling the rental company but no luck. The car sat the entire weekend till I left for the airport. I spoke with the agent when returning the car and she said no problem that they would credit me for the gas. She said they're so busy they don't have enough time to gas them. Totally understandable, but here it is 3 weeks later and no credit back. No way of talking to someone at the office, I only get the 1 800 number speaking with the mainland agents. Very disappointed in them. read more

This has been the worst car renting experience or business transaction ever. This place is 110% disorganized, the slowest most inconsiderate service that I've ever experienced. All of the other customers are angrily waiting like I'm currently doing and some have mentioned how perfect their Enterprise rental car experience was previously which is near by. I've been waiting for close to 2 hours now for a rental car which we made reservations for months ago. I will NEVER rent from Hertz again here, the mainland or anyplace else. Thanks for ruining the start of our trip. Wish I could give zero stars. Worst place ever. Do not make the same mistake that We did. read more

I read a lot of negative reviews about the long line and pushing for insurance. My family and I were ready for spending couple hours in there. However it was nothing like that for us. I booked car online and I have golden membership, so when I walked in there my car was already waiting me. I spend less than 5 minutes in the office. Yes, I saw the line of other customers but it wasn't big to me. The return was as easy as possible, just stopped the car and 2 min and that's it. Special thanks for shuttle busses. At the time of arrival they were circulated with 3 min interval. Overall experience was beyond expectations. Hertz - thank you. read more

This place was a zoo when we arrived. Waited an hour in line to get our car. 2 people at the counter to get a pack of people through. Hertz needs to do better. If you come here, be sure you are Gold Club member to skip the lines. read more

Avoid this place like the plague. This is the WORST place to rent a car. They overbook like crazy and there is nobody there to help answer questions. Just 3 weeks ago, I took my family on a trip to Maui. I pre-paid for the car, and opted out of all the insurance. THEY ARE RUNNING A SCAM. After waiting in the long line for 25 minutes, I went to the digital kiosk and an agent helped me there. After he took my credit card, I waited an additional 40 minutes on the "Wait List" to be called when a car would be available. I was given the notice to go wait in yet another line for 35-45 minutes, where I saw the kiosk guy changed the entire reservation. I went from a 179.00 car to a $549.00 car. He added all the options without asking me or telling me he changed the reservation. I had to then go back in the line and complain and they ultimately changed it. I ran into 3 people who said they did the same thing. SCAM, SCAM SCAM stay away from them They have no customer service line, so the letter is on the printer to corporate to let them know how they started my Hawaiian vacation. Oh, the car had 17,000 miles on it and the transmission was slipping the whole time. They never cared to ask how the car was to evaluate it for the next "customer." read more

Really bad customer service not helpful with a bad attitude, not once but on several occasions as we are gold members and have used them frequently. We will be using Enterprise and/or Budget as they don't try to hike up their prices. $1600. For 1 week. -Absolutely Ridiculous!! read more

Worst experience.The lady at the counter kept talking bullshit and made us stand there for couple of hours. She wouldn't give complete facts and rates and tricked us into paying an extra 700$. read more

If you want to start off your vacation with a 1 hour plus line, this is the place to rent from. They obviously don't review their operations to have this many negative reviews or just plain don't care. Officially took 1.5 hours to wait in line and drive off with the car. read more

Just got off the phone with them after about 45 min. There was a family emergency and all I wanted to do was change a name on the reservation. They saw this as a great opportunity to tell me that the price went up $300. I asked to speak with the manager, was put on hold and then hung up on. I called back got hold of a supervisor named Winnie and she was just as bad. They are awful, immoral, and incompetent. They are little Hertz robots who could care less. Please don't rent here and if you do, good luck. read more

DO NOT RENT FROM HERTZ MAUI AIRPORT!! Expensive rentals with an aggressive sales force that forces you to buy "protection" even if you do not need or want it. They prey on tired travelers who simply want to begin their vacation. Nasty sales force, rude, aggressive. Just say NO! to HERTZ! PS- the car was filthy! read more

1 hour 20 minutes to get a pre-reserved car, only then there was no car in the space. Additional 25 minutes for them to find a car for me. All while traveling with two young children. This place was not busy, the employees are just that slow. Would advise renting elsewhere. read more

We arrived her after a long and delayed flight. Each worker that we came in contact with was rude. First was the shuttle driver. She drove the bus so quick and made a wide turn at the airport that she literally almost hit my niece. Second when we were in line we went to the express line which was the shortest. In this line you actually talk with an agent on a computer and you would receive your vehicle this way. The employee working that line got the agent on the phone and I was asking her how it worked and she Rudely shushed me and snapped and me she said "Shh be quiet." Third after we talked with the agent over the computer (who in fact was surprisingly helpful and nice) we made our way to our rental car! FINALLY. The lady at the gate was also rude and should have minded her own business. I was resetting the trip computer for my dad as I was in the front seat and she said "you should sit back in the passenger seat." We then drove the car off the lot and then noticed that it required oil change and brakes were squeaking. We would have taken it back but after spending close to 2 hours to get a car, we just said screw it! 2 starts for good price.. I guess you get what you pay for. read more

TERRIBLE! Took them over an hour to give us a cheap car! Disorganized staff, make the whole process so complex for no reason! Avoid them!! It's not worth your vacation time read more

Don't rent from the Maui airport Hertz, just don't. I rent cars regularly and have rented in Hawaii before, Hertz it the worst car rental experience I've had. They are slow, disorganized and don't bother booking online you will wait in line anyways. Don't bother picking a car online either, they won't have it available when you get there. The customer service was embarrassing, and they have hidden fees like $80 additional for a 2nd driver. Basically they could give 2 shits about your experience so don't bother giving them your money. Never again Hertz. read more

If I could give Hertz a negative score, I would. In fact, I have never felt the need to give a negative review on yelp in the past. Hertz has inspired me to do so. I have rented cars through other Hertz branches in the past and received standard customer service. Never in my life, from any business, have I received such poor customer service than from your Kahului Airport Hertz Rental Office. We arrived in Maui that afternoon to start our Honeymoon. We started this vacation by waiting in this office nearly 4 hours before a car was ready for us. We were not the only ones- the lines were out the door with similar wait times. I don't know what your "Gold Star" program is, nor do I care to join. There were 3 customer service agents helping these customers and one agent helping the rest of us. When we finally got to this agent to help us, she says, "Don't bring your stress here. I don't want to deal with it. Leave that at home." We asked for ANY available car- she said she would upgrade us for an additional $150 a day. Are you kidding me? It also took her nearly 20 minutes per each guest rental- with ONE customer service agent, this is inexcusable. She was not even having folks sign the contract- the manager did this. Her role was simply to check the guest in. When lines are out the door, this is NOT excusable. Her poor attitude and commentary was completely unwarranted. It wasn't that there weren't cars available, it was that staff was not equipped to handle the volume. Perhaps poor management? The manager was not helpful, in fact, he was downright horrible to deal with. He was raising his voice at customers, saying, "Nothing I can do" in a combative voice. It is my experience that spouses are added for free- not at Hertz. They wanted an additional $13/day. We totally understand that things can happen- staffing can happen, chaos can happen. We are a very laid back couple who can usually get through these types of situation without too much difficulty- but this customer service was absolutely inexcusable. NO ONE apologized for the wait, NO ONE offered any explanation, nor did anyone try to make the situation right. We saw people get swept through the Gold Star line while about 50 of us waited in the other lines. Not OK regardless of your "Gold Star" advantage. The rest of us paid good money to rent through Hertz. We will NEVER rent through Hertz again due to this experience. Even if other competing agencies are more expensive. SPEND THE EXTRA MONEY- go through another rental company. read more

Run like the wind...in a direction far away from Hertz Maui. Really...it's a disaster. The first hint of a problem was the long wait for the bus to the offsite airport Hertz rental location. I noticed that all the other rental car providers came and went several times. Not hertz. We waited and waited. Once we arrived at their location, there was a SHOCKINGLY-LONG line. When I got to the counter (after at least 30 minutes in line), they said they didn't have cars - despite my reservation. AND, they didn't know when I would get a car. What?! Customers were sitting around swapping horror stories. All, shaking heads in disbelief. We waited...and waited...and waited...in the blistering heat, hoping that our ship would come it. Eventually it did, but we lost 1/2 day of our vacation. I thought Hertz was a good, reliable brand. Not true. read more

I wish there was a zero star rating. This place is the worst car rental experience I have EVER had and I am a frequent renter. I'm even a Hertz Gold member but booked with AAA discount so I had to wait in line with the rest of the pissed-off herd. I'll never make that mistake again. How's that for a welcome to the island "aloha". This is customer abuse at its worst. read more

Over charged, I did not ask for all the insurance that was billed, twice. First time it was added and then I said to remove all but LDW and the gas was was not 64.38 prepaid. Still added other billing plus all the taxes. I was repeatedly asked if I wanted a different car (Mercedes, jeep, etc) took up my time and the long line behind me. I have been here to Maui several times and never had a time like this at a rental place. Initial cost for the vehicle was $246.00 and after they tacked on what they thought was good, plus taxes, it reached over a $1000.00. Again after complaining it went down to 803.00 and they still squeezed some extras in there. Vehicle: not cleaned, nor where the window cleaned. The wipers needed cleaning because I had gunk on the blade and when I used them, streaks all the driver side! Side view mirrors were so spot dried it was horrible. I just wanted to leave and get to the hotel. Don't use them if you don't have to. read more

Miserable experience this evening. I've been a gold member for years now and I've never been so disrespected by the front desk attendants. After a lovely day trip to Oahu, my husband and I arrived around 10:30pm on the last flight in from Honolulu and encountered the Gold Members attendant who completely ignored us at first, seemingly too preoccupied with closing up her shift to acknowledge our presence. Clearly not wanting to be inconvenienced, she proceeded to tell us we were not gold members tonight because this particular reservation was booked with a third party and so we were told to "go stand over there and Makena will get you." As if this person was someone we should know already. No thank you, no sorry, just a simple be-on-your-way jesture. Separately from this experience, my question to Hertz is - why allow us to book a reservation and lock in our loyalty # when making it, if were only going to be treated like second class citizens upon arrival? Anyway, we met with our 2nd attendant in the "average citizens line" (we were the only people there) who provided even worse customer service. When we asked if the car would have a usb port for our charger, she proceeded to conveniently let us know about an upgrade we could make for $10 more per day. I did not ask for an upsell, I asked for a charging port confirmation. When we declined, she laughed in our faces, telling us she was "confused" as to why we wouldn't want to upgrade for such a small pittance, saying "it''s not even the price of a trip to the movies. I don't understand. I'm confused. I'm offering you the chance to have leather seats and a sun roof so I don't see why you don't want it." Again, I asked for a charging port, not a lecture on how to spend the money that I worked hard to make in order to be here...in order to spend on renting a car from a company that might as well refer to their gold members reward program as the "temporary member reward program." If it werent for the fact that we had zero issues checking in the first time we arrived with a pleasant service attendant who kindly inquired about our preferences, I may have never said anything because the last thing I feel like doing on my vacation to Maui is writing a review on the oblivious ignorance and snotty attitudes of two Hertz Employees at OGG. But it needs to be said so someone can address it and hopefully other's will enjoy a better experience in the future. As it was, after also declining coverage and refuel options, the 2nd attendant once again chided us by emphatically reinforcing our "bad" decisions by reminding us what a small, non-leather-seated car we were getting. Not to mention the "poor gas mileage" and we wouldn't get better prices anywhere else. Once again, we let her know were good and she finally released us to our car. The process be between the two atrendants altogether crushed our spirits. I'll take my money and reservation with someone else next time. Mahalo. read more

This is the worst Hertz. Took an hour to get our car and we are gold members, using hertz very often for business trips. Staff was friendly but very unorganized and slow. Something needs to be fixed around here. read more

Worst EVER!!! Long lines that don't move (2hrs +), get the car and wait another hour to leave the parking lot. FIX THIS!! Absolutely ridiculous! Actually, you lost a customer!! read more

ONE person working - 20 people in line. Be prepared for long waits. 15 min or more for each party. 2 hours just to get a car... Need more employees and get rid of worthless kiosks that are only set up for new reservations not existing. Book elsewhere is my tip. read more

I've been going to Maui for maybe 9 years and I don't think I've ever had Hertz Car rental. After a 5 hour flight you don't want to stand in line for 30 or 40 mins listening to everyone in front of you getting up sold. I didn't even know Maui had Deer on the Inland tell some sales persons tells a young couple they could run in to a deer on the Inland. any way, they tried the up sell on me , No go, and the full gas tank bull, No thank you. They gave me the most beat up car, They gave me a diagram of a car to write down dents and scratches. every door and the roof had scratches. WTF!! There was a guy on the plane with us that was in one of the other lines, that was leaving the rental parking lot before us and he was also pissed off.. The guy who checks your car out of the lot, leans in to tell me that the guy in front of me is pissed off and must be having a bad day. Nice and very professional of him. Go for another car rental company, maybe Dollar. Also this happen last year end of Oct.2009 read more

Been sitting here for an hour husband stood in line and then we wait to be called still waiting! We had a reservation what's the he up? It's not like we surprised them by showing up! read more

I probably should have known from the overcrowded bus at pickup that my rental experience would not go well. Despite being #1 Club Gold, I ended up waiting at the counter to get my car. They ended up blaming me for not attaching my Gold number to the reservation, which was total BS given that I've done numerous Hertz rentals. Perhaps then they realized how cheap my rental was and awarded me a car with second hand smoke stamped all over the interior. I'd walk, or maybe run, away from renting at this location if you can. read more

I'll keep this short because these guys don't deserve any more of my time ... or business. I expected to show up, sign the long stupid form and drive away with a car. Well that happened but only after an hour of waiting and being told more than once that I was next on the list. These folks were the saddest excuse for customer service I've seen in a long time. Taking reservations months earlier and then having the cars ready in time is not rocket science. No, apparently you wash onr car at a time after the customer has shown up. This was one of many issues including employees randomly shuffling about doing nothing, generally unknowlwdgeable and brash people behind the counter, and kiosks that took longer to use than just standing in line (those poor suckers). The manager claimed they have a staffing problem and corporate doesn't care. Well the former is obvious and the latter is the last thing you tell a customer! Thankfully the car we eventually got was acceptable. It will be the last one I rent from these or any other Hertz! read more

Friendly enough service but no cars available! Frustrating to be frittering away my Hawaiian vacation at a Hertz outpost because this company has failed to sufficiently supple its inventory. read more

I will never rent from Hertz again. We arrived in Maui to find the rental line out the door. Only 1 real person working the counter. 3 computer representatives. Waited in line for 1 1/2 hours before we were helped by a digital representative. After we received our credit card bill, we saw that we were charged an extra $30 a day for an upgrade to our vehicle. If they think a Nissan Versa is an upgrade worth $30 a day, something is seriously wrong with them. Dissatisfied does not even come close to how I feel. read more

I rented from hertz for a vacation. We were suppose to leave on a Saturday at 11:00am. I called Friday at 8:51am to extend our contract until 9:00pm on Tuesday night. I was quoted a fee of $111.00. I leave tonight and checked my credit card statement. There was an additional charge so I called to question it. That's when I found out my new charge was going to be $167.. I questioned with both management and staff. They would not honer my quote of $111.00. They're suggestion was to return the car by 11:00 am. Our flight out is 11:00pm. Won't be using Hertz again.ill stick with Budget and Dollar. read more