The staff at the pickup counter insisted on upgrading the car type, citing the luggage being too large to fit in the car, which felt like a forced upsell. Overall, not very satisfied with this rental experience.
We needed a small car for a short trip, but when we arrived 30 minutes early at the car rental company, they told us there were no cars available. They offered an upgrade for an additional 20 euros per day or we could wait for more than half an hour. Since an automatic car is more convenient, we accepted the upgrade. Hertz has always provided good cars, and this time it was a car with just over 10,000 kilometers on it. It worked great over the past few days. Returning the car was also easy, no issues with insurance. We returned the car a day early due to a change in plans and asked if we could get some discount for that, they agreed initially but didn't give any discount in the end.
Half a month after returning the car, I suddenly received an email saying the car was damaged and asking me to pay 390 euros. What a surprise! Luckily, I kept the rental receipt as evidence, or I would have been scammed! Always take photos and videos when picking up and dropping off the car, and keep the receipt for a long time. Avoid choosing Hertz or Thrifty!
I scheduled a car pickup for 1:30 PM, but due to the large crowds during the Spring Festival, after completing the paperwork, the car was still not ready. I ended up waiting for over an hour and finally got the car close to 3 PM.
When I rented the car, they first told me that the pickup sheet was not acceptable and that a voucher was required. After a long time, it turned out that the sheet was sufficient. I had already purchased full insurance, but they forced additional insurance on me. When I saw the printed receipt and asked them to remove it, they said it was not possible. It took an hour and a half to finally get the car. I will never use Hertz again.
We arrived three hours earlier than our original pickup time (booked for 11:00 AM, but we got there at 8:00 AM). The staff first asked if we wanted to purchase additional full insurance. I said we already had it, and then they informed me that the car I booked wasn’t available. They suggested switching to another car but asked for an additional cost of nearly 200 euros. I declined and was then told I had to wait for the full three hours. I suggested an earlier pickup and return, but they flatly refused. Even at 10:50 AM, when I proposed handling the paperwork and waiting until 11:00 to pick up the car, they still refused, claiming the keys weren’t delivered yet and insisted that I wait until exactly 11:00 AM, not a minute earlier. However, the keys didn’t arrive anyway, and the car wasn’t even the model I originally booked. It felt like they were trying to punish me for not purchasing additional insurance or upgrading. They kept emphasizing compliance with the rental contract terms, even claiming that me standing in front of their store affected their work. It was ridiculous! Such a large space, yet they were clearly being deliberately difficult. I’ve rented cars many times both domestically and internationally, and this is the first time I’ve ever encountered something like this. While they technically had the right to do so, it showed a lack of basic decency. (Additionally, the rental introduction mentioned a €16 charge for driving into Portugal, but they actually charged €30. I plan to resolve this with the rental platform.)
I purchased full insurance and informed them I didn't need additional coverage, but they still added tire and glass insurance. I arrived early but couldn't pick up the car early. I was sick and had to wait for a long time. Eventually, I got frustrated and quickly finished the process to take the car.
Overall, it's okay. However, I hope customer service can assist with one issue. They charged in HKD because my credit card was issued by a Hong Kong bank. At the time, I specifically told them not to use HKD as the exchange rate is much worse, but they still used HKD for the authorization. Customer service, please help contact them to see if they can charge in EUR and cancel the HKD authorization. I have already sent them an email as well. Thank you.
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