The person at the counter was amazing , great service fast time in and out. Same thing with the return. The magical thing was when they called the next day asking if I was happy with my rental car. Who does that. 5 stars in my books read more

Awesome Rental and Service , Hertz staff was very friendly and helped me get into a car last minute read more

Hertz Rent A Car - Car Rental Near Me - Grapevine, Texas

Go here if you want attitude when you ask a question, snark as you return your rental and to be entertained by all the people who work there that aren't working. It's a fun time. read more

Hertz Gaylord Texas has terrible customer service. K*sha at the front desk of hertz will not rent to my family member who has a reservation because her last name doesn't match the name on her insurance. They will not rent to me because K*sha says she doesn't have a car available even though my family member made a reservation for a car she isn't able to use. What the heck Hertz!!! Do not rely on this company to secure a vehicle for you. They will leave u stranded and K*sha will not care. However K*sha will call u "honey" and "darling" in the most condescending way possible. I think K*sha hates her job, or possibly just loves treating people like crap. read more

Hertz Rental Car-Gaylord hotel Grapevine, TX Should be a Zero star choice... The only reason I am giving this Grapevine TX, Gaylord hotel Hertz location a -ONE STAR- rating is because I can't give them a Zero. Carlos, the on-duty manager had numerous opportunities to create genuine Hertz customer loyalty but his actions and attitude were abysmal. I cannot wait to tell my circle of acquaintances to avoid this location. I cannot believe the Gaylord/Hertz connection exists based on my experience last Friday morning. After refusing my valid Texas Drivers License and Carlos explaining your outdated Corporate policies, we acquiesced to the manager's only solution of me returning back home in order to retrieve my discarded paper driver license renewal. When I hurriedly returned back to his counter no more than 40 minutes later only to discover that he had purposely issued our selected choice to another customer after telling us he would hold our "pre-paid" vehicle for up to an hour. We thought the least your manager could/would/should do is make up for his mistake by finding us something at least as good as what he had given away earlier. Boy was I wrong. Instead of good faith customer service, we were then issued a very used, very haggard high mileage Honda CIVIC that smelled of smoke, having both a filthy interior and visible body damage. He did not bother to review any of the car features with us, nor the Hertz toll road or return fuel policy. When I refused the car, he parroted his stance of "this is what you rented". No way this category vehicle could accommodate 5 adults as your rental agreement states. Due to our time constraints and distance to travel, we had no choice but to accept the car to continue our long driving day. We spent the rest of the driving day calling your 1-800 phone tree, mostly on hold, trying to correct what your Manager Carlos had stonewalled. After this unacceptable experience, Hertz Car Rental shall be stricken from my contacts. Good luck. V/R John Patrick read more

I made a reservation online. When I arrived to pick up me car, the lady at the desk asked my last name and walked away for 10 minutes. She came back and told me they had no cars available. The lady at the desk claimed she gave me a call the day before to let me know but I did not have a voicemail or a missed call. It was a complete waste of my time and I will NEVER rent from them again. I would give zero stars just for her attitude. read more

Unfortunately, I didn't have the choice but to go to this rental center since it was through insurance. PLEASE avoid this center at all costs. They will lie to you and up charge you and do nothing to help you. I was told that because I was a veteran I would receive a 40% off discount if I added LDW (loss damage waiver). Being such a good deal as I thought I went ahead and added it. Long story short, I return the rental, insurance pays what they are supposed to pay and I am responsible for the remaining LDW however Hertz never added the discount, so I was charged almost $1000 when it should have been about $600!! I attempted to call to speak to Carlos (the manager) multiple times however he was always "busy" but yet his associates could answer the phone and not do anything to help. I called Hertz corporate and they said to call the center I rented from as they could not issue credits. Also, I needed to renew my rental every week after its due date, so each week I had to call to renew it. After 3 weeks in an attempt to be proactive, I called and asked Carlos to just renew every week automatically on the date it is up for renewal so I didn't have to keep calling. Carlos said he would do that for me no problem and yet once again I was let down and had to pay over $100 in late fees which the girl at the counter said she would waive and "Not to worry about it". I was lied to multiple times, there is ZERO follow through or customer service and Carlos avoids you like the plague. Carlos, you and your team suck at your job. read more

I'd like to start this by saying, thank you Keta for helping me and my family out after a nightmare. Hertz should update a lot of the communication on the website but Keta did her absolute best to let us walk out happily. Thanks again Keta! read more

Dont waste your time with Hertz. The worst customer service. We had a rental reserved due to a car accident. They were supposed to pick us up at the body shop. Called them and was told that the car had been cancelled and they had nothing available. Completely unprofessional and a waste of our time. We callesd Enterprise and got a car immediately, literally took 20 minutes. If i could give negative stars I would.. I had to give 1 star to post.. read more

Be ready for your reservations not to be available and be left stranded Be ready for your reservations not to be available and be left stranded read more

1.5 stars average. Shocking. Not. Just went to pick up my reservation and they gave the car I had secured to someone else entirely. The kicker--they have ZERO cars. So, now. On the only day I had available, I'm completely stranded. Zero f*cks given by them. Zero helpfulness. Zero attempts at problem solving. Zero apologies. If I could give them zero stars, I would. Wish I could say this is my first negative experience with this company. Far from it. They were just the only available option to me. Turns out they weren't much of an option at all. read more

Renting a car from this company is a huge mistake. All the airport location were out of cars, so the system recommended this location right off the airport. I got here about 20 minutes late and they had left. I wound up being forced to stay the night for another $400... then in the morning, they claimed they gave the car to someone else! The two fools at the counter refused to help me find another car.... Wouldn't get on the computer... wouldn't even help reverse charges... complete assholes. I then spent another hour on the phone with hertz and now must get another taxi to another location with a wait! Hertz has wasted a complete 24 hours of my short trip! I will never use hertz again and I will make sure everyone knows how poor their service is! read more

I have to say I had a disappointing experience. My car was in a wreck and was in the shop for repairs. I had been calling around all day to try and find a place that had the vehicle I wanted only to discover it was at this hertz location. I then called this location after getting a reservation number generated through insurance to check if I could still come pick up a vehicle even though it was 30 minutes to closing time. The person on the line asked me if I'd be able to make it soon, and I said I should be able to make it soon because I'm only 5 miles away. I rushed over only to find that it was nigh impossible to find the hertz location at this resort. I called again asking for specific instructions on how to get there after getting into the resort, drove over, paid $40 for parking (which is also ridiculous), and ran in to get my car at 5:05 only to find that they had already closed, locked up, and left by then. I get that I made it 5 minutes after closing, but I guess when I called in advance and was told I could come, especially when my reservation would probably be worth almost a months worth of rental time, that I would be afforded the small courtesy of waiting a few minutes before running off, or at the very least someone telling me in advance that it's hard to find our location so try to navigate this way when you get to the hotel. I got neither one, and was not even able to get my car, which ruined my weekend plans. Had someone told me that if I'm even a little late that I wouldn't be able to get my car, or extended the small courtesy of waiting a few minutes given the fact that this location is not easy to find even with apple maps, or just mentioned that this location is hard to find with navigation so when you get to the hotel, navigate this way, this could have been a five star review and potentially $1000+ worth of business for Hertz. I wouldn't have confirmed my plans for the weekend, wouldn't have made the trip that day, and wouldn't have spent an excessive amount of money on parking to run in. Perhaps my expectations were too high, but I am disappointed nonetheless, don't expect them to go even slightly above and beyond for you, even for $1000+ worth of business. They are clearly doing well enough that they don't want the money. read more

Years ago sage advice to a young business major was "After completing your business degree, get a job with Hertz. Go through their management training program and you will be highly sought after." This is no longer true. My company uses Hertz. My last three experiences have been TERRIBLE! O how I hate thee. Let me count the ways. Awful phone algorithm that will NOT let you go straight to a human at the desired location. If your need doesn't fit one of the options you're not getting a choice to talk to a human. Having spoken with MANY Hertz employees a couple did a good job, but, on the whole, it stinks. The excuse "Nobody wants to work anymore" and "They are doing the best they can with what they have to work with" is no excuse for bad customer service. I will never willingly choose Hertz again. read more

Hertz management deserves this 1 star. The front line employees I encountered deserve 5 stars. My insurance books a rental reservation through Hertz. Hertz confirmed the reservation. THEY PICKED ME UP. Get to the place, I'm on the do not rent to list..? No reason listed, just a 405 number to call. Ok. I call. That number is disconnected lol Guy gives me another number, ITS DISCONNECTED! So he politely says sorry man I don't know what to do but I can't give you a car. Not his fault in the slightest, he gave me a ride back to the body shop where my Uber was waiting. Long story short, what the hell Hertz management?! Enterprise got me into a jaguar SUV same day, no wonder y'all went bankrupt.. read more

1.14.20 This is an updated review of my rental from Hertz from 12.26.19-01.04.29, I just got another bill from hertz it's the toll charges while in Texas. I'm very upset with hertz and it's employees for not telling us about the EXTRA so called CONVENIENCE FEE $23.80 an Administration Fee of $5.95 per day! Don't get me wrong the employees did do great checking me in and when the first car had a break issue and checking out. But why wasn't I told about this fee for goiNg through a toll? It doesn't cost the car company anything for the the transponder, I don't pay extra for my expass. It should be noted when signing the agreement it would take days to be able to read the fine print on the contract. What a money maker toll roads are for hertz a real ripe off for renters. I will be finding another car rental company my wife and I liked the service they provided until now, our $50.90 on the toll road 4 days. read more

I have rented twice and both bad experiences and bad attitudes. The lady stopped the car 20 feet from me even though I had suitcases and stuff to load into the car. I asked her why she did not pull up all the way even though she did for the person before me, she said she wasnt allowed to. I find out the reason she did not as she did not want me to hear the noises coming from the car. The car was a constant noise. I felt it could break down at any second. They also do not fill up the window fluid. Very poorly run place. read more

Been going here for a month now for work. Don't know his name but the tall guy who works the front desk is always nice and has my car available for me right away. A+ customer satisfaction. read more

Worst Hertz Experience, rented a Mini Van three weeks before the actual needed date and two hours before picking up the call for a call from their manager saying "sorry you are out of luck we don't have a mini van or any other car for you" no other option provided and just sorry I tried but nothing else I can do !!!! Be Warned don't rent from this location and even when you are Hertz President club means nothing ! To bel clear this is the location at the Gaylord Texan in Grapevine Texas. read more

Wonderful experience from the pricing considering today's rental car prices to the nice car to the courteous service and the curbside service where they bring the car to you keep up the good work. read more

Tried to rent a car from Hertz who has a kiosk at the Toyota Grapevine dealership while I had my car service. No one was at the kiosk at any point. There was a sign that said "call this number if no one is there" so I called that number 4 times over a 30 minute period. No one answered. i called the next closest Hertz location that was only 2 miles... no one answered. Long story short...Hertz does not seem very interested in your business and they will certainly not get mine. read more

Picked up a smelly car from this location and dropped it off the next day. Just eeewwww! Stay away if you don't like smelly cars.

If I could give this place a zero star, I would. Booked the car for Hertz Through Expedia. Took my money and confirmed the reservation. I arrive 10 minutes before my pick up time and the lady at the desk tells me they don't have a car for me!! She said that I must have ordered through a third-party because they don't carry that type of car anymore and haven't for a long time. I asked her why they continued to advertise through a third-party that they offer them, and she had no answer except to apologize again that they didn't have a car for me. Canceled the reservation and went with their competitor. Don't waste your time booking here. Not worth the hassle. read more

I had to get a rental due to someone hitting me and this location told me that the insurance company that's paying for my rental will reimburse you for the car and the insurance so I got the insurance added onto it (extra $15) a day, once I went to get my reimbursement from the insurance provider they said they aren't covering the insurance costs when hertz said they will. This just goes to show you the extent these companies will go to with lies just to make extra money. Absolute waste of $360 and I know to never go through hertz again for a rental because they will pull some slick Rick shit just to get extra money out of you. read more

rented a car online. was literally a min from the rental store. they called me and told me they didnt have any vehicles available for me and they have to cancel. inconvenient but whatever. I then get a cancellation amount on my cc. don't rent through this location. they have shady business tactics read more

worst company ever carlos the manager needs to get fired he charged me 700 for an insurance i didn't ask for & couldn't refund me my money such poor service i don't recommend anyone ever going here again unless you want your money stolen no need to have a star for this read more

the worst! rented a $35 a day vehicle for 3 days. after all the insane fees they tack on it was $235. will never use this dishonest company again. read more

Worst experience ever. Do not book here they are a scam. Carlos the supervisor will not help you on anything. We booked a car with confirmed reservations for 1/31 to be picked up at noon - 2/5. We got to the Hertz on Gaylord at noon only to be told that we didn't book the car for 1/31 at noon, I sat there confused and showed them the confirmation number where it clearly states the dates and times for when we booked the car. They refused to give a car, told us to come back the next day because apparently thats the only thing they could do. Came back the next day only to be refused a car again! WORST SERVICE EVER. A SCAM. CARLOS SUCKS AS A MANAGER. read more

they always charge more than what they say. Sooo many hidden fees they tack on. Use another company I've already had a bad experience with Hertz once. Unfortunately somebody hit my wife's car, the suggested rental company by the insurance was this one. Went to pick up the car lady asks me do you want extra insurance I made sure to say no because they are always trying to sell it. She then has me sign a bunch of papers telling me it's to agree that I'm taking the car and if anything happens it's my responsibility and so forth. Has me sign like 4 different things. I guess it's part my fault for trusting hertz employees so I didn't read every single page that I signed. After my rental like two weeks later I'm receiving a $200+ charge for a 7 day rental for additional insurance charges. I called manager was no help whatsoever. She just said I signed a paper saying I wanted the basic package which means I have to pay extra. She then just tells me to call corporate. I was on the phone for over 30 min. Just to get a partial refund. I'm 100% sure I told the lady that checked me in that I didn't want extra insurance. That's why I pay for it on my personal insurance! But Hertz is just sneaky sneaky always trying to get more money out of you! Be careful use another rental company. read more

Absolute worst service I've had at a rental car place. Such a disappointment too since it's attached to a great hotel with awesome service. We dealt with a young man on Saturday morning. The car we reserved online was not available, but he called to let us know that he had something more expensive for us (you would thing any GOOD rental car company would have a policy to offer what they have for the same price). Especially a large company like Hertz, but no. Not only did we have to pay more, we had to deal with a rude, unapologetic, and very unpleasant young man. Needless to say, we had no choice but to rent the car, but if I ever have a choice, I will NEVER choose Hertz due to their terrible policy and lack of customer service training! I will definitely be writing to the corporate office regarding this. read more

I WILL NEVER RENT FROM HERE AGAIN! THEY ARE A SCAM! They want you to have a credit card for reasons not good for customers. I rented a vehicle from 5/8 to 5/9. The estimated price was supposed to been around $430. About a week later after I return the rental, I look at my credit card statement to see pending charges for $ 1000!!! I immediately call, which they have you on hold for nearly an hour, they tell me the contract was still open and they were still billing me!! I told them the car been turned a week ago!! The representative was supposed to close it. A few days later, I see charges for $2079!!!! I call again, they bill me from 5/8 to 5/17. When the representative said he was going to fix it, he hung up. I call back, the automatic service said the office was closed for the day!!! The next morning I called, the rep said I was being billed for someone else rental!!! He said closed the contract and I will be refunded. 2 weeks later I see toll charges from Hertz, from 5/9 to 5/17, that was $45!! I call Hertz, the toll department was closed, therefore, I disputed the charges with my bank. Another week goes by, they billed me again for toll charges, 5/9-5/17 for $49!!! They are double charging customers, they are a scam!!!! read more

fill up before dropping off. I couldn't find this Hertz rent-a-car because its hidden inside the Grapevine Opry convention center. Google maps/gps takes you there but good luck as they have hotel / convention center has a policy of no signs. I got it back within 10 minutes of the 24 hr rental but not time to top off the tank. Hertz policy is $10.99 cents per gallon and I had $90 tacked onto my bill. So look out. read more

I am currently traveling in Texas and picked up my car at the Love Field Airport location Thursday night. When I went to get in the car Friday morning, my son noticed ants in the cup holder. We began to look around and ants were all over this car; dashboard, floor. I took this car to the nearest location which was by the Gaylord Convention Center. I was given another car and it appeared to be ok. Was I wrong. Since the car was underground we didn't notice the dog hairs and the stain on the backseat until we exited the garage. I immediately called back and spoke with the agent and was told that he would vacuum it out. Apparently this car was never cleaned or sanitized as Hertz promises to do. He told me he didn't have any other car that he could rent to me and that I would have to drive 20 miles to another location. I drove directly to DFW and returned it to their location which is about 8 miles from the Gaylord location and returned the dog haired car. During a killer pandemic, I can't believe that the only car company I rent from has given me this service. Something needs to be done. Horrible read more

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Hands down hertz car rental has the worst customer service. Made reservation 4 days ahead, paid online, arrived at the hertz location to find the the vehicle I was renting was not there but was getting maintenance done at another location. I mentioned that I was under time constraints, the service rep. sarcastically said "we all have time constraints" with a big grin. When I questioned her about this, she handed me my credit card back and said "you won't be renting a car here today". I realize good employees are hard to find but, this service rep. is a terrible employee... Avoid this location in Gaylord read more

I am a gold plus member of Hertz. I rent cars 150+ days a year. This location increased the daily fee on two separate rentals. I made the reservations online and returned the cars as scheduled. They asked me to prove the rate I reserved... how is that possible when they change it in their system?. Distasteful, dishonest - can't imagine how they treat a person with no status. I will not be back. read more

Hert fraudulently withdrew from my debit card over $900 due to their management error. They have refused to communicate or rectify their error. The worst management all the way up the chain. Highly unethical behavior to cover their own mismanagement. Trying to figure out the next legal action to recover this money. read more

Fantastic experience! Made the reservation online last night. David was very courteous and professional when I called this morning. He went the extra mile to make sure I had the right vehicle for my needs. The Hertz desk inside the convention center was clean, organized and easily accessible. David took the time to show me how to use the car's auto start, seat warmers, back-up camera and had me back on the road in a snap. I received excellent service and highly recommend the Hertz Grapevine location. 5 Stars Indeed! read more

The agent was in a bad mood. I was there at the window 10 mins after they opened to rent a car. First the attitude was they had nothing all day then 5 mins later he found a car for me. I asked how long did he think it would take me to go where I needed to go and it was a big response I have no idea how you are going to do that to there's so many toll fees e t.. Well it took a total of 2 hours and there wasn't 1 toll. Anyhow bad attitude seemed hungover and didn't want to be at work and all the customers were a big inconvenience. read more

Ridiculous. I needed a pick-up from an address 9 miles from their office. I called for the pick-up when I was 10 minutes away, so they'd be there when I got there and I wouldn't have to wait long, because I was on a time schedule. After waiting 40 minutes, I called to check on the drivers location because their office is only 20 minutes away. They said the driver got lost and would be another 10 minutes. An hour later and he still had not arrived to pick me up. I can't believe they would send someone who doesn't know where he's going to come get me w/o a gps. At least he should have mapped it out before he left. Then when I called again, the guy tried to argue with me about how it's not his fault because it's 20 min. away. I will never use this location again. So much for being a 5 star/gold star member. I'm going with Enterprise from now on. read more

Be aware they will charge you for cleaning the car or outside washing. When I rented the car for 26 days, I didnt expect to be responsible to bring it back vacuum and clean inside n out. Terrible customer service. read more