A stressful, late-night travel delay with no service, no plan, and nowhere to go could have easily gone sideways. Even though I wasn't renting a car, AJ Moore stepped in without hesitation to help. He went above and beyond, guiding me through my options and helping me find a safe nearby hotel. His calm, kindness, and willingness to help turned a difficult moment into something manageable. It's rare to meet someone who steps outside their role for a complete stranger. AJ made all the difference, and it says everything about the team at the IDA Airport location. read more

In August 2026 I rented a 2026 Pacifica. The car ran well and did a great job in serving my needs. However, my low rating is because I was not provided adequate instructions on using the vehicle. The first day turned out to be a learning experience. As soon as I looked at the key fob I asked for instruction on what the symbols meant. That helped to get things started. However, things got uncertain. For example, even though I locked the car (or thought I had locked the car), when I returned from running errands, the front doors were already unlocked. I contacted Hertz and the person to whom I spoke phoned AAA to return the car even though I tried to explain it was probably user error. When I contacted a second person at Hertz, I was told that the car will lock when the key fob is about 15-20 feet away from the car and that when the fob gets close the door will automatically unlock. Information on what the symbols mean and intricacies of newer models should be provided to all customers at the time of rental. One or two pages should be sufficient in most cases. read more

We generally rent cars through Hertz, for us- they usually have the best pricing. This time, we got an upgrade and I was actually excited to drive this rental! We got a Palisade, brand new- but base model. They are almost always base models. The SUV is huge, spacious back, captains chair second row, heated seats in the front. We have a Santa Fe and I tease John that one of the lotto vehicles would be a tricked out Palisade. We love our Hyundai & I know John would jump to get one of these. Driving all week was a delight- rain or shine, great handling. I've had rented plenty of cars I didn't enjoy driving- not this time! Thanks for the upgrade! read more

I rented from this location recently. My primary issue is with the visual scanners you must go through to assess damage before/after the rental. Not only do I find it suspicious, but what I dislike the most is that they send the results of the scan more than 24-hours after you rent. This is done intentionally because they want you off-site and can charge you blindly without having an opportunity to review and discuss. Beware of rental car companies - they will use your credit card or private insurance to reimburse themselves for damages you did not cause and passively send you a bill for it. In my case, I did not have any damages but I still find this process very uncomfortable. If I continue to see these scanners I will no longer rent with Hertz in the future. read more

Fired a new employee because another employee wanted him fired. The employee never got the opportunity to tell their side. Could have at least phoned the employee instead of making them come in. Training experience was watching someone for 30 minutes. There is a language barrier with most people including managers. read more

They don't answer their phone. No other way to do certain things like reserve car seats. Likely will be cancelling reservation to try another carrier. read more

+ Open 24 hours + Airport shuttle + Friendly staff/ Quick to help. + Fueling station right outside of rental return. - Name wasn't on the big board when I arrived. That's it. The only major gripe. Still picked PC and got a nicely upgraded Rogue. Return staff was friendly and fast. Definitely would rent from this spot again. read more

I'm a Hertz Gold member. I've lived in the DMV and I've traveled all over the world. And let me be crystal clear: the Dulles (IAD) Hertz location is by far the worst customer service experience I have ever had -- anywhere. I was traveling with my elderly father and had prepaid for a rental. They had my flight info. They knew it was delayed. And yet -- somehow -- they still gave my car away. Just handed it off like my reservation meant nothing. Their excuse? "We have no cars." Then magically, after enough complaining, one appears -- but only if I rebook in person and get charged again. Oh, and the car they gave me? An electric vehicle. Not what I reserved. Not what I wanted. No heads-up. No apology. Just "this is what we've got, take it or leave it." I called the local number over 30 times while in the air and in the airport trying to get ahead of this. No answer. Not once. Showed the manager the call log from my phone. You know what he did? Pointed at the number on the business card -- the exact same number I was calling. This isn't the first time this location has dropped the ball, but it's definitely the last time I give them a chance. I'm done. Hertz doesn't answer the phone, doesn't let you modify prepaid reservations online, and will absolutely give your car away regardless of your reservation or loyalty status. Never again. read more

Booked in February for a 3/18 midnight pick up, got confirmation, several in fact, day of checked in online so we could pick up easily since it would be late. Waited for shuttle 20 mins, came took us to cars, and there was NO cars! None, not for us or anyone including the guy with us who had a reservation too. The person at the counter (Man) could care a less. He said you will have to cancel online, I don't have a car for you. What a big surprise that was for us. Then why couldn't anyone call us? Now at 3am in the morning we are shuttled back to the airport to stand outside and wait for an Uber to a hotel so we could figure out what to do next. They don't answer their phone at the office and there is no way to get a hold of a real person on the phone, the chat person was of no help. I will not be renting from hertz again. I will also be calling AAA who helped me get the rental to let them know what kind of customer service you provide or should I say NOT provide? Pretty shocking to be stuck with nothing after a 15 hour travel day with weather delays and an 8 day trip planned ahead. read more

Shuttle appears to run on about a 30 minute cycle. Watched every other company's shuttles come and go two or three times before the Hertz bus rolled in. Pick another company here... Avis/Enterprise/National/Sixt, they all sent shuttles every 10 minutes. read more

We rented a car and received a charge that we were questioning after the return. We called the office several times to speak to a representative during regular office hours. The phone was never answered after several attempts. read more

In 35 years of being a Hertz 5 Star Circle president I have never seen such a shit show as this. These people are all immigrants who are scamming. Make sure to take pictures. They are scammers. I rented a car for $71. They try to charge me 155 total scam this Hertz should never have a Hertz brand associated with this location. read more

Dulles Airport Hertz My plane was late and they had the details of my flight but still gave away my car. Then, had to rebook and was charged twice and given an electric car which is not what I wanted. The service was terrible. Also, tried to call the local line 30 times and no one ever answered. This place is a very very bad car rental experience. It is not the first time, but will be the last. Will never use Hertz again read more

Very disappointed with the selection of cars. I'm a President's Circle member and the selection of cars was abysmal. I understand cars being out, and selection being slim, but I saw the same cars in the full size section as the president's circle section. Why even bother getting status is you get the same cars without it? I've been to other Hertz's and the selection was much better and the staff was much more helpful. My wife and I specifically drove 40 minutes out of our way for a better selection and were sorely disappointed. read more

Hertz Rent A Car - Same exact car also in President's Circle. - Car Rental Near Me - Dulles, Virginia

First off, I have to give credit where credit is due. The free shuttle from the airport to the rental lot came often, and seemed to come around every 5 mins or so, even during the evening hours. The driver made no effort to help anyone with luggages, but we personally didn't need assistance so it wasn't an issue. My grievance really came from the whole check-in process and the useless self-inspection website this location offered. First off, the email instructions AND the Gold Board outside were very clear that as a Gold Member with advanced reservations, I could simply go to the board, find my name, and confirm the section to choose my own vehicle from. I did so, scanned the QR code posted nearby that pulled up their vehicle self-inspection website, and proceeded to take all the pictures requested. This is where my frustration began. Despite having gone through all the appropriate fields and pictures, the website just loaded endlessly after hitting submit. After about 10mins of the website not responding behind an endlessly looping load screen, I decided to head inside to the counter to ask the desk agent. This was later at night, so understandably there was only 1 agent manning the desk. Unfortunately this was also the least informed and least friendly employee I've ever had the displeasure of checking out from at any Hertz location I've ever been to. Starting off with the initial interaction, I explained that my name was already on the Gold Board and that my issue was with the website not loading. I even showed the guy my phone endlessly trying to load their website after submission, despite having full bars. His response was to incorrectly inform me that I needed to check-in at the counter first, directly in contradiction to their own email instructions AND posted instructions at their outside Gold Board, which states: "PICK-UP: Proceed to arrival lower level. There are 2 bus stops for Hertz customers - 2C and 2D. All Hertz Gold plus rewards customers, after exiting the bus, the gold board is located to your left. All remaining customers please proceed to the Hertz building to your right." I let the agent know this, to which he rudely replied that this only applied for Gold Members. At this point, I had already handed the man my ID and credit card since I had wasted enough time and just wanted to be along my way, so he already had my reservation and information pulled up. I responded that I am actually a President's Circle tier member, to which he rudely questioned me on how long I've been Gold and that he didn't see anywhere in the system that I was a Gold Member (despite it very clearly showing on my reservation AND next to my name outside on the Gold Board). And then proceeded to direct me to pick out a car on the far end of the lot instead of the area directly out front where President's Circle members can choose form. I went back outside to the original car we selected and tried the self-inspection website a second time. While waiting for the website to submit, my wife noticed a sign directly above the cars stating that there would be a $25/day fee for upgrades. Not wanting to be potentially charged extra, I went back inside to inquire about the sign. And to noone's surprise, the clueless employee did not even know what signs I was referring to and was not even aware of their existence. Knowing I would not gain any insight from the ill-informed employee, I went back to the car and waited around until the website FINALLY successfully submitted. A solid 20mins after I first hit submit. We rented a 2023 Toyota RAV4, and the car was a pleasure to drive. It had just been cleaned, so it was clean both inside and outside. And to the credit of this facility, drop-off of the vehicle was smooth and the interaction very friendly and pleasant. read more

Bad cars. Worse company. My customer experience with my Hertz rental was terrible. I reserved a rental with pick-up and drop-off at IAD. The first car I was given, a brand-new Hyundai Kona, had either a problem with the electrical system or a bad battery. I had to call roadside aside assistance TWICE and have it jumped TWICE. And then I had to make a two-hour roundtrip drive to Waldorf, Maryland, to exchange it. The second car I was given, the only car available in Southern Maryland, was a Chevy Bolt. This is much smaller than the Intermediate SUV I had requested and PAID FOR. As an example, the trunk area of the Bolt was too small to hold our luggage. Hertz has had multiple opportunities to make this right - in my initial call to roadside service, in my second call to roadside service, in the Waldorf Hertz office, in the Dulles Hertz office, and on the Hertz customer relations line. While each of the Hertz team members I have worked with were professional and attempted to resolve my issues, particularly the local manager at IAD, in each case the compensation suggested for my "inconvenience" was wholly inadequate. Clearly, Hertz does not empower its employees to resolve customer issues. I'll never rent from Hertz again. read more

This is my second time falling victim to this terrible rental company. They know you have just flown in, have NO choice but to stand 10 families back while their ONE employee plugs his way through. It's terrible!!!! read more

Hertz Rent A Car - Car Rental Near Me - Dulles, Virginia

The agent at Hertz Washington Dulles added expensive options (EZPass toll pass at $20.99 per day and 'Premium Roadside Emergency Service' at $9.99 per day) to my rental agreement WITHOUT my consent. I have finally had these charges refunded after considerable correspondence, but this should never have happened and in my opinion this agent should be investigated read more

Great experience, Diego helped me out. solid guy super knowledgable and great customer experience

I booked our rental through the Chase Sapphire portal and just went with the cheapest option. I always get a little nervous that something will go wrong, as I hear a million horror stories from other car renters, but this experience was perfectly smooth! We arrived at Hertz on a Saturday morning and there was hardly anyone else in line. It took about 15 minutes to get our car, and this was the first time I was given the option to go out and pick the car I wanted. For a compact car, we drove around for 3+ hours over the span of 4 days and did not need to get gas once. Our car was also clean and updated. I would highly recommend Hertz when booking a rental car in D.C! read more

made a reservation and received the confirmation number but guy at the counter said, i am in waiting list. I said, I have the reservation number and he says, IT DOESNT MATTER. read more

This place has such low reviews and I wasn't sure how my experience was going to be when we reserved a car here. We came to Vancouver for work and we booked two cars via Concur. Our experience was pleasant! It was nice and easy. Two separate people helped us since the reservation was individually booked. Everything went smoothly. They didn't come out with you to check the car when they gave it to you like Enterprise but it was fine. Car was clean and ready to go. Return process was super easy and pleasant as well. read more

Seeing all of the reviews from people's experiences going wrong, I thought it might be good to balance things out with my own amazing experience! I showed up right at the time I was scheduled to pick the car up and although there was a relatively long line, I was able to skip it since I'm a member. I walked up to a car, which was a brand new Kia K4 and was able to just drive away with it. I'm under 25 so I booked with the AAA CDP and they gave me the discount so I didn't have to pay anything extra. The return was also very smooth, in and out in less than 5 minutes! They checked that there were no damages, that the tank was full and then I was able to take the shuttle straight back to the airport. read more

Trust me on this and seek any other option. Vehicle inventory is unreliable and a line of 3 people takes about an hr to get through I truly cannot make sense of how poor this experience is. read more

No cars at Dulles, waiting over an hour, how does they get away with treating people like this? Hertz has turned into the worst company around. read more

Horrendous customer service. There was only one other customer at the desk, being helped by an employee. The other employee was diligently cleaning his work station. Hey, #safetyfirst. However, even after his manager indicated there's a customer in line (me), he continued cleaning without even acknowledging me. The attitude was appalling. I waited another 5 minutes until the manager(?) asked another employee to assist me. I get it, supply vs. demand. You own three of the rental car vendors at the airport. Rest assured, word still spreads and service counts!! Oh and there was a gross giant stain on the INSIDE of the back windshield. read more

Just an awful experience with this location. The car was very poorly maintained with shredded windshield wipers and tons on wheel noise. It took forever to pick up the car and the shuttle sat for 20 minutes before they drove me back to the airport when I returned it. Give yourself a lot of extra time if you foolishly decide to rent here. read more

We rented a car from Hertz yesterday solely to drive from Washington DC to Wilmington DE. It took a while in line to pick up but we were happy with the car. Unfortunately, we could not return the rental to the address we were given. The address provided at 1800 Concord Pike was actually an Astra Zenica Office building that was closed on Saturday morning!!!! We could not locate any Hertz office in Delaware so finally took the car to the Philadelphia Airport where they charged us an additional fee to return to a different state! We later learned that the address we were given was closed some time before and their computer system is not current!!!!!!! The return process took four hours out of the Saturday we intended to spend with our grandchildren whom we were visiting from out of state and had limited time with. We can't warn people enough not to use this company. Something has happened to denegrate the original good name of this company. read more

Hertz may be one of the more expensive car rental companies but their reward program makes it worth it. When the shuttle drops you off from the airport, all you have to do is look over to the sign, see where your section is, pick a car, and drive to the gate. I didn't realise how convenient this was until I decided to rent from their sister company Thrifty where this is isn't offered at the very same location. I get somewhat nervous when I see a ding or two on a car before taking it out, and they don't make it obvious on how to report them until you get to the gate. I hope Hertz makes it out of their bankruptcy proceedings okay. read more

If I could, I'd give negative infinity stars for this location at Dulles. For this airport serving a NATIONAL CAPITAL, the service is ATROCIOUS!! I've never seen worse customer service in my 36 YEARS of being able to rent vehicles!! They have ONE person working the desk with a line that is OUT the door!! Is this what Hertz calls customer service? Newsflash: IT IS NOT!! read more

Firstly, kudos to the sole rep that was processing customers at 2-3 am on Dec 23, 2023 while 2 dozen customers waited in line. He was professional and courteous despite the fact that his company sold him out and we were all angry because Hertz would not honor the terms of our reservations. He had to deal with disgruntled customers. When the next person in line finally relented and accepted the fact that Hertz was not going to give them the care they reserved. he had to go get the car while the rest of us continued to wait. I pre-paid for a compact, gasoline-powered car. I got to Hertz and waited in line for 90 minutes, and was then told my only option was an electric vehicle. I was going to an area where there is not much infrastructure for these vehicles. Too bad - the contract was for a compact car or "similar vehicle" and Hertz considered an electric vehicle comparable. I would lose the $ I prepaid if I didn't accept these terms. Charging stations were few and far between. Additionally, I had to sit in the car for several hours at a level 2 charging station, which is not my idea of a great vacation. The online help for find charging stations was dishonest - it showed charging stations that were available, but didn't indicate that I had to pay a fee to enter the parking lot where they were located. (For example, Harrisburg Train Station.) It also showed several that were out of order. I was unable to return the car fully charged. As a result, that tacked on a big fee for this. I wanted to dispute it, but the line at Hertz, again, was really long. So I could risk missing my flight to argue about the unfair charges. Yeah, I'll be avoiding Hertz in the future. read more

If I could leave "0" I would! Booked 6 weeks in advance, took over an hour for them to "find a car" then it broke down on the way to Fl. Roadside scheduled a taxi (5 hrs later) !! We then had to pay because hertz card was declined ($140+tip) THEN, when we get to airport to pick up a replacement rental they have NO SUVs ..... to top it off they refuse to refund the rental AND their added 40$ fuel cost, even though tank was full cause it broke down 5 miles after a full-up ‍ RENTER BE WARE read more

I've found that for the most part, Hertz keeps their locations and the employees there up to a higher level. With this specific location though, the gentleman that helped us, Hassan, really was a step above expectations. I felt as though I was renting a car from a person, which is tough to find these days. Mostly it's a mindless interaction that leave no memory of who or what happened. But Hassan is a guy that goes against all of that. Thank you again! read more

Complete chaos! No gold service, long lines. I rented a Tesla, and it was very difficult to get the car as staff didn't know how to rent it out. The car was missing charging cables, mats, software updates and was barely charged. And the bus dropped me at the wrong door too! read more

We reserved a car for 8 days through AAA to be picked up at Dulles Airport. The quote was $384.25. When we got there we said no to the extra coverage charges, but yes to the pre paid toll charges. The total was $962.58. The toll was $125.94. It was almost double. We picked up the car in the morning after a red-eye from San Francisco and there was a line so didn't pay a lot of attention. When we brought the car back the same person who checked us out gave us a customer service number to call. Of course they said you signed the contract there is nothing they can do. Totally took advantage of us. I thought Hertz was a reputable company. Be careful when you sign up for their "deals' and what they actually will charge you. read more

Gold member - waited almost an hour to get my car. Broken system. Name not on board, waited in line to be told just to get a car, then had to wait at gate for 30 minutes to get the paperwork. People nice, just horrible inefficient system. read more

Ridiculous wait time, even with reservations. Customer service was absolutely horrible.

My first time renting a car here. My travel department misguided me and reserved my car at a closed access Hertz. The Manager, Joe came to my rescue and put me with an onsite representative who immediately moved my reservation to this Hertz. Within 15 minutes, they had a car for me (upgraded at no extra cost) and took the hit for my travel department's mistake. The car was in good condition (a few scratches but that is typical). Leaving the place took some time as they had to make sure at the front gate that I was leaving with the correct vehicle and my rental papers were legit. My return was easy. Drive up and the representative (who addressed me as Mr. Ramos - great customer service) greeted me and asked how the car rental was and how my experience was. Good place. I will rent a car here again in the future. read more

Hertz Rent A Car - Good place for rental cars - Car Rental Near Me - Dulles, Virginia

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I showed up at the airport and was told via email to go to the gold lot to pick out a car. There was no gold cars available in the row so I went inside. The employee told me to go ahead and upgrade for no additional charge. Score! I went out and picked out a dark gray Nissan Altima. There was a bigger size scratch that I noted on my checkout. I was in and out super quick. Which allowed me to actually have enough time to hit up my old gym to get a workout in before a party later on that evening. The drop off process was even easier than the pickup. I had no problems and overall would use them again. My process was way better here than when I was in Detroit this summer. read more

I book a car to be dropped off at this location, hoping it will be convenient to get onto my flight right after dropping off. But when picking up, I found the location is quick far from the terminals. So I decided to cancel the reservation. I didn't expect full refund, but it is just impossible to cancel. The person at the desk wouldn't cancel for me and just gave me a phone number to call, which I called and literally stayed in line for 3 h without getting anyone answering the phone. I end up have to call the bank to block further charge from Hertz. read more