1. I reserved a Wrangler, but when I arrived at the rental location, they told me there were no cars available. I had to drive all the way from Hilo to Kona Airport on the third day to return the car, which was very inconvenient.
2. Even though I returned the car with a full tank of gas, I was charged for fuel and had to call afterward to dispute the charge.
I specifically rented a Jeep Wrangler for stargazing at the Mauna Kea Observatories, but when I arrived at the rental location, they informed me that their Wranglers had been massively recalled and none were available. After insisting that I needed a vehicle capable of reaching the observatories, they initially provided me with a Dodge SUV and instructed me to exchange it for another vehicle before heading to the observatories. At the time of pickup, apart from the $200 deposit, they added a fuel service charge as a refundable deposit, promising a full refund if the car was returned with a full tank. Two days later, I went back to exchange the vehicle, but they still didn’t have a Wrangler and gave me a Ford pickup truck instead. Unfortunately, the truck bed had no cover or cargo straps, so my luggage got wet. Luckily, I had brought my own straps to secure the luggage and keep it in place. During the handoff, I asked the staff how to switch between 4H and 4L on the truck, but they asked for a tip in return for the explanation. The rental company's service was average, but the pickup and return process was efficient and didn’t waste my time. Despite returning the car with a full tank both times, the company still deducted the fuel service charge without notifying me, and the amount they deducted was 10% higher than the initial deposit. Fortunately, I had kept the fuel receipts and photos showing the fuel level at the time of return. After returning home, the rental platform resolved the issue and refunded the amount. Considering their efficient handling of pickup, exchange, and return, as well as the fact that they eventually refunded the fuel service charge, I decided not to leave a negative review.
The minibus driver was very helpful, assisting with lifting luggage onto the minibus. The Thrifty shuttle bus was easy to locate after arriving at the airport. The staff at the pickup counter were also very nice. When asked what type of fuel to use, they said regular, and specifically mentioned 87 after confirming with a colleague. Communication was smooth overall.
The queue for picking up the car was long. When it was finally my turn, they aggressively tried to sell insurance. After refusing, they deliberately delayed the process and refused to give me a four-wheel-drive vehicle, claiming that their branch does not have Jeep Compass or similar models with four-wheel-drive. This ruined my plans to go to the Mauna Kea summit to watch the sunset, as I was only able to reach the visitor center because my vehicle didn't pass the inspection for summit access.
The wait to get the vehicle was long, over 45 mins. but the process of getting the car was quick. The vehicle was perfect for our trip as it was a Golf trip and needed all the extra space for gear. Drop off was quick and easy.
About QEEQ:9.0/10
Booking process was easy. needed to rent a specific vehicle due to the space and occupants inside.
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