If I could give it a negative star I would. We arrived and waited in line for over an hour as 4 of the 5 front desk staff only helped gold members. We booked a mid size car and only got an economy and when we received the car it was unwashed, not cleaned out on the inside and the fuel was basically empty. Worst service, overall bad experience and the last time I will book with Hertz! read more

I would put zero stars if I could, but it's not an option. Although this location has clean well maintained cars, service here is awful! This is the third time renting at this locale and I'm a Gold Plus Member. Each time, I've been assigned a large car when I'm not able to navigate one and always request a compact. Even after a lengthy talk with the manager (Rick) I still have to waste time at the counter changing my car instead of taking advantage of the ease of Gold Star service and drive away. After I've used all my points for future rentals, this shall be my last rental with Hertz. Thanks for your concern Rick! read more

After waiting for 30 minutes in line we got to wait for over an hour along with about 60 other folks sitting on the 5 benches in their waiting area or on the unwashed floor for our car! Do yourself a favor and rent from someone, anyone, else. read more

Waited in the "general customer" check-in line for over 3 hours. When we finally got to the counter the rep said "this is the island, don't bring your stress up here or you can go to the back of the line. I don't want your stress." Hmmm. I totally get it, but I came to Maui to destress on my honeymoon and waiting in line for 3 hours at Hertz is the cause of my stress! I did my job and held my end of the contract--We showed up on time, paid in advance, etc. Hertz reps made no effort to appologize, sympathize, or correct the problem. Never again, Hertz! read more

If I could give this place a zero I would! We arrived in beautiful Maui at 1:48pm. Got to Hertz around 2:00pm to find a line wrapped around the building. After standing in the line to CHECK in for an hour and a half you then get told to stand by a window to wait for another hour to get your paperwork. Then after you get your paperwork you have to wait another 20 minutes for your car to get washed and pulled up. This has been the worst rental experience. I will never book Hertz again. read more

Absolute worst place to rent a car from. What a great start to a beautiful vacation. Waited at the baggage claim for 20 minutes for the ONE Hertz shuttle when 4 of each of the other car places came by in that time. Finally made it to the check in counter and waited 45 minutes while 3 employees tried to manage rush hour...seriously guys. Upon reaching the desk they notified me that it would be an additional 30-60 minute wait for my car even though I had a reservation. I hope the consumers figure out the true scam going on here and the stock price tanks. What a complete mess. Thanks for ruining the start of my trip. And yes, the CEO will be getting a letter from me along with my taxi cab fare. Way to fulfill your contractual obligation Hertz! read more

The Hawaiian staff here are the best in the World! I rented an SUV and the service was great! They went out of their way to ensure my trip was comfortable and I felt good after I had some trouble with my vehicle. That really meant a lot to me! Mahalo. Please be sure to treat the staff nice and they will treat you the same. Beware that the lines are generally long at pickup times, plan for that. There are two locations for Hertz, this is the one closest to the airport and a shuttle must be taken to it, don't wait in line if you booked at the other. The other, you must get to by cab I think. read more

Horrible!! The wait was over 90min, only one person was checking out cars for the general reservations. It took approx 14min per costumer and those were folks who already had one. No apologies, just excuses. Shame on you. With all the other options on Maui, there is no reason to ever book Hertz. read more

I arrived mid afternoon on 7/22/17 as the shuttle dropped us off at the Hertz car lot we were greeted with a line of @ 25 not very happy looking customers waiting to check out their cars. After waiting 1hr 35m in line I finally got to the counter and even though I had a prepaid reservation for a mid-sized sedan I was repeatedly asked to upgrade to a small SUV. 3 times I said no thank you and was still badgered about upgrading. The agent warned me of just how bad the roads were and how safer it would be in a larger vehicle. After the long wait in the heat all I wanted was to get my car and go so I said that if upgrading would make this process any faster than fine upgrade the car and get me out of here please! At first I was quoted an additional $50 a day for the upgrade, I felt that was to much and said just give me the car I have already paid for so the agent asked the manager to lower the price and after 10 more wasted minutes she came back at $20 a day. At this point I just didn't care anymore I had friends waiting and plans being cancelled because I was stuck trying to the rent a car... Then it came time to talk about the insurance.... I am not the most experienced guy when it comes to renting cars, I have only rented @ 10 in my life but the cost of insurance was over double the cost of the rent for the car over the 5 days that I would be driving it. I asked if this was required and the agent again went into a long winded sales pitch on how dangerous the island was and uninsured motorist were everywhere and if I planned on doing any hiking there was a strong chance that the car would be broken into at the trailheads.... I opted for the least amount of insurance they offered. So after my over 2 hour experience trying to get a car that I booked and paid for months ago I leave the lot with a Nissan Rouge that was a pile of S&&t. It was dented all the way around the windshield wipers did a great job of smearing the rain and the wiper fluid was pure water. I arrive at my hotel and the friendly staff sense my less than Aloha mood and ask where I have been since I told them that I would be checking in at around 2pm and it was now closer to 4pm. I simply told them I had a little trouble getting my rent a car and the first thing they said was Hertz?? I had to laugh, it seems it was pretty well known that the Hertz in Maui wasn't the best place to go. read more

I rented a full sized car on July 11 and the line to speak with the single agent dealing with general customers (as opposed to charter groups) was over an hour long. Then when I got to the front I was told there were no cars, despite my reservation. When I inquired further the agent admitted there were lots of mustangs and jeeps but they would not be offered to me at the same price I was paying. I was then told I would have to wait for 15 minutes for my full sized car. Forty five minutes later my car was ready. I was not alone the waiting room was filled with very angry customers. I have rented cars in Maui every summer for the past ten years and have never had an experience like this. I would never rent from Hertz again. Talk about starting your vacation off on the wrong foot!!! read more

Let's just say that the people who waited 1.5 hours were lucky. We waited for 3 hours only to find out that our car was a lower class than what we reserved 6 months prior. We went back in to inform them of the mistake. We asked for a discount but they said it would cost more for a lower class vehicle. Hertz "more like hurts" said that this happens all the time! read more

I should have read the fellow Yelpers advice and avoided this location. I've not had a problem with Hertz before, but apparently they have a different definition of reservation than me. The 75 minute wait was infuriating, then to get a different car anyway , I was fuming. And I don't get angry. This was absurd. Never again. read more

Experience was great! First the shuttle was already waiting when I landed, then a smooth ride to the base, welcomed by a customer service rep with quick fingers and lots of smiles, and then you meet a wonderful lady filled with lots of ALOHA and full of character!!! AUNTY PAULA!!!! Mahalo Hertz kahului support for making my day!!! read more

When we got there, right off the bat, the lady was very rude. She called for assistance before asking us for what she needed first. She called assistance back and said never mind he FINALLY gave me his ID. They really should get workers who actually like their job. She also told us that we must fill up the car within a 5 mile radius and keep the receipt to show to them. When we were returning the car, the employees couldn't have been any more unhelpful.Very disappointing experience read more

Upon arrival at the rental car pickup area marked Hertz, it took about 10 minutes for a Hertz bus to show up. All other company had 3 or 4 shuttles go by in that period. After that, car pick up was simple & fast (gold member). The return was also fast & simple. Would rate a 5 without the shuttle delay! read more

This was one of the worst rental car experiences I have ever had, primarily due to understaffing and inadequate facilities. The total time elapsed from when I arrived at the facility to when I drove away in my car was over an hour. It started with a long line inside the office, with not enough agents and all of the automated machines "out of order". Once I finally got served and completed the paperwork, over 30 minutes passed before the car was ready. There was a huge back-up of cars waiting to be washed and delivered to customers. The facility is much too small to handle the volume of business Hertz is doing. There were cars packed in everywhere with no room to move. The car was finally delivered, dripping wet. As if my wait hadn't already been long enough, there was a long line to exit the parking lot, with only one exit lane open. Having to wait over an hour at a rental car facility is a lousy way to start a vacation. I won't rent from Hertz in Maui again. read more

It's a Thursday afternoon with a 50 person deep line with 3 total customer service agents working the counter and taking their sweet time checking anyone in. This is ridiculous. Avoid this joke of a location unless you you are a Hertz Gold member. read more

Horrible! Lots of people waiting around waiting for their car after you spend 20 mins at counter. None of the workers know what's going on. They are clueless!!! read more

Yes, The lines were long & the staff seemed bitter- However, they deserve a five star rating.....After a seven day stay in Maui, we returned our car- the Hertz van, dropped us off at the airport- I was traveling with two identical pieces of luggage-one of my bags was accidentally left on the shuttle- We did not notice until we were boarding the plane- This particular bag, was filled with valuables-I called hertz the next Morning...The bag was returned by the driver, & every valuable in the bag was recovered- I appreciate The fact that Hertz has hired honest employees- I will gladly wait in line on my next trip to Maui! read more

My wife and I got this reservation through a package deal and I'll have to admit that after I read the reviews I was very worried about what was going to happen when we got there. However, I was greatly surprised, none of the things that other reviewers mentioned happening happened to us. Let me preface this by saying that we were there early in the morning. It was about seven when we arrive. There were about 12 or 15 people in line and the line moved kind of slowly but it was because the agents were doing their best to make sure that not only did we get the car we wanted but also they were telling us as much as they could about the surrounding area. The attendant behind the counter was very helpful she told us good place to eat and where to find cheap souvenirs and just all kinds of information that we found helpful during our trip. So we have nothing but praise for this Hertz location! read more

The wait time is extremely long. The bathrooms are extremely dirty. I recommend going someplace else.

Convenient transport from the airport. Jen (the only Jen on staff) was more than kind to us. Great customer service! Upgrade was more than generous. Be sure to show your AAA card. Thanks Jen! read more

Easy pickup, drop off. Car worked well. And hardly any crowd. Kudos to the crew at Kahalui Airport Hertz.

The service at this Hertz is terrible. Avoid going here at all costs. The line goes out the door, and does not move. And after two hours of waiting for your car, their employees are rude and unhelpful. Their customer relations management is subpar and I advise that you choose any other rental place over this one. read more

Nice staff members. But, you want to bring a copy of your reservation if you get a nice deal on hertz.com. When I checked out, my rate was 6 times more than what I got. But when I showed my copy they just took care of it easy and quick. They adjusted it and made a copy of my reservation printout. And that was it. One more thing I want to share about this location is to check a license plate number even if a sttaff member tell you " do you see that car right there? That is the one." They gave me a lot # but a different car wwas there. When I reported it to the desk, she nicely appolized and pointed one that we could see it from the desk. She had to reprinted a papers and I took it to the exit gate. The guy at the gate said it had a different VIN so I got a wrong car. But he was able to fix it from there with reprinting a paper again. Whole process from walking in to driving out took about 30 minutes which was not bad, but it would be great if they know better which car is at which lot. When I returned my car, a staff member Romeo saw we had 3 bags to pull. Then he just gave us a ride to the airport (of course, after check-in the car). We didn't have to unload our bags, take a bus to the airport. Romeo said it was a part of Hertz service I have never known of. If anyone has many bags to carry around, try this ride-to-the-airport service after returning the car. read more

I am a Gold Plus member and I had excellent service. The reps were professional, courteous, friendly and delivered five star customer service with a smile. The cars were clean and worry free. I will definitely continue to rent from them. read more

I have been a Hertz customer for over 35 years and I have never waited over 30 minutes to get out of their rental lot! The rental contracts should be printed and put in your vehicle before you arrive rather than printed at the exit gate. The line of vehicles was long and very frustrating! A terrible way to start your trip to paradise. read more

Be prepared to wait for over an hour. Understaffed. One employee working on a 40 person line. Do yourself a favor and go somewhere else.

The customer service here is amazing, and the type you'd only get on a Hawaiian Island. After waiting in line we were told we rented from another Hertz location about a mile away. One of the managers shuttled myself, my wife, and 2 kids, all our luggage to the other location, what amazing service!! Thank you Delores -- You made our travel day to Maui great!! read more

Do NOT RENT WITH HERTZ! We had previously rented with Alamo, through Costco packages, and everything would go smooth with any hassle. This time through expedia we got a rental car with HERTZ! and what a nightmare ! We got to the airport rental office, and were directed to a kiosk with an agent in the screen. He took a while, to check us in, pick the car, and in the end said he is giving us "luxury car" " Nissan maxima" and my total is $550 for 7 days. Wtf ??? I prepaid for my rental car through expedia when I reserved? "Well you paid for a Chevy I am giving you a maxima!". I don't NEED a maxima! I Stand There Frustrated With A Family And 2 Little Kids And He Is Trying To Upgrade Me Without My Consent And Presenting Me The Bill For $550 On Top Of What I Had prepaid! What a complete jerk! Wasted an hour of my family's time for no reason ! Frustrated that I rejected his self imposed upgrade he charged me $95 for 7 days of car seat (AN OLD $20 car seat) STAY AWAY FROM HERTZ! read more

We just returned to L.A. after a week in Maui. We had a great experience with the the local Hertz team! I was traveling with my wife and 1-year old so we had some baggage (literally). The shuttle driver was very helpful loading and unloading our bags. I wasn't happy with the car that had been selected for me so I went inside to ask about an alternate. Within a few minutes I was in an upgraded Ford vehicle of my choice with free navigation at the same, original price! The return process was simple and painless too. One thing that is recommended and worth repeating.... Drop off your family and luggage curbside at check-in first and then return your car. Thanks Team Hertz! Safe travels all! read more

Very pleasing transaction, easy, very clean, well maintained. Total time off bus to driving away 2 minutes, Hertz has it down, love dealing with this company. read more

If you came to Maui to stand in line, this is the place for you. 1 1/2 hrs. And counting, for a car I long-since reserved and paid for. Not feeling the slob spirit here. read more

This was the worst experience in car rental ever. As a Gold member and a 20 year member , I was treated very poorly. The lady behind the desk was rude and said we have no luxury reservation for you , all we can do is get you a full size car. I asked her for a bigger car and said I have a reservation for luxury car and paid for it ; she responded" well we don't have it and all I can do is this".... my luggage would not fit in the trunk and when I asked to speak to a manager they tried to up charge me from $350 to $1200 for 5 night rental!!! I asked them to just cancel my rental and call me a cab , and she responded: we don't do that as a policy, just take the shuttle back to the airport!!! I am traveling with my 5 year old as a family of 5 standing in front of her. How poor can customer service get at this place ??? Finally another manager came and agreed to call a cab ! I expected more from Hertz !!! read more

I don't think I've ever been so annoyed with customer service. Still standing in line after 1.5 hours with NO PROGRESS being made. A line around the corner and each transaction with an employee is 20+ minutes. WHY?!!! Worst company ever. read more

I was leary based on some of the previous reviews but took a chance and made a good choice. When we got on the shuttle (a 2 min drive) there were a number of people and I thought we were in for a wait. BUT at the counters they had a dedicated GOLD line and three people working the regular line so it went quickly. They had a staff member show us how the vehicle worked in some cases as it was something we had never driven before. We did have a problem with the vehicle and had to return it but the staff was great at getting us a replacement quickly and compensated us for the inconvenience. While we were in hawaii there was a lot of rain so the vehicles were wet/spotty and as we were picking up the second vehicle one of the staff were walking by and we asked if he could run it through the carwash. he did so happily and wiped it down for us. One thing i have noticed in renting cars in Hawaii is that there are a lot of door dings, dents and scratches. It is easy to mark the "damage" form and they take a copy of it when you leave. The checkin process was very fast and efficient. read more

I hope my experience helps someone else. I have been to Hawaii 6 times in the past 12 years I have always used another car rental so I am not familiar with Hertz. She we were picked up at the airport there were 2 employees a driver and the another employee riding along. They were talking to each other the whole ride to the rental. When I got there I walked into to office after standing in line 30 mins I was finally help and told the keys were in the car and I should have just walked to the car! Really well nobody told me this! I guess the driver should have told me if your name is on the board outside you just go to your car and drive out. Not happy the driver didn't feel like she could let anyone know this ahead if time so I was wasting my day day standing in line! Thanks Hertz please improve on this right away you can also have a sign inside saying that or a person help to direct people getting off the shuttles read more

My parents and I went on a trip to Maui last week and had a LOT of problems with Hertz. To start, we waited about 20 minutes at the office because they were "washing" our car. When we finally got it, it was full of scratches inside and out. It had definitely been heavily used, but we are not fussy people, so we just laughed it off. Then we went to put the luggage in the trunk. After pressing the button for the trunk, we found that the key remote button was not working, but no worries, we would just pull the lever by the driver's seat. We then left Hertz only to hear a terrible noise coming from the motor. The car had a weird gear shift and we thought it was in drive since the shifter was next to the letter D, but when we took it back, they told us, no, this car, like "all new cars" needs to be put in gear in the slot above the D. They didn't tell us this right away. We had to wait in their office for another 20 minutes while a girl test drove the car around the lot. Finally, after wasting an hour, we drove on to our hotel. We left to go to the I'ao Needle. When returning to our car, the entire key remote didn't work and we had to manually unlock the car and set off the alarm. We called the 1-800 number for Hertz and the lady apologized and told us to go back to the office and get another car. We wasted a lot of our day dealing with this crappy car. When we got back to the office, my dad politely asked for some kind of compensation for all of this hassle. The sales clerk then started to yell that it was not their fault because they don't know about the keys until there are problems and we should know that all new cars have this new type of gear shift. We had just rented a new car on O'ahu for the previous 7 days that had a normal gear shift like every other new car we've ever driven. Instead of apologizing for the inconvenience, she argued heatedly with my dad and finally gave us a different car without auto-locks or auto-windows. It was ridiculous and my dad joked that we had been "downgraded" to a car for dummies. They finally did begrudgingly give us a $25 off voucher. When we returned the car two days later and tried to use the voucher, the lady at the return center said, "Oh, no. You can't use that towards this car, it will have to be towards a future rental with Hertz." Yeah, right! Like we'll ever rent from Hertz again! My dad then had to go in again to haggle with the clerks inside to use the voucher they had given us. They did give us the $25 refund, but what a nightmare! What might have helped the situation was if the woman at the return center was better trained on how their cars work and if the sales clerks were trained on how to politely assist customers who are having problems with their cars. This would have saved us a lot of time and made a us feel a lot better about Hertz as a company. read more

the worst worst car rental place on earth. Most of the time, the gold members have their cars ready upon on arrival. Im standing in line ( Gold member line) for two hours so far waiting to be served. 1 person served per every 30 mins. There are several staffs and the manager looking at us without giving one explanation . Some of us raised our voice for explanation, and staffs and manager playing dead. I have reserved a car fully paid. we cant go anywhere. dont come here. Dont book a car thru this rental company. read more

This place is a joke. It took us an hour and a half to get our car. They are super slow and understaffed.