The service at this rental location was very poor, the call number system was unreasonable. They called a number but said it wasn't yours, the queues were extremely long, and it took an extra hour and a half to get the car.
They gave us a broken car. When we returned to the hotel and tried to refuel, the car simply wouldn't start. We ended up stranded at the gas station until 10:30 PM. Thankfully, it happened at the gas station—imagine if it had been in the mountains, far from any help. After explaining the situation over the phone for quite a while, rescue was finally sent. They jump-started the car with a battery, and it became operational again. However, we were forced to drive the car to the airport return location ourselves, even though there was a self-service drop-off point right next to our hotel. This cost us another hour unnecessarily. Honestly, the service is beyond disappointing.
The attitude and service were very good, but I waited an hour and a half to pick up the car. Business is booming, and there were no cars available for walk-ins—they were all sold out!
“Waited over an hour for the car after terribly rude customer service staff.”
About Hertz:6.0/10
We had to wait over an hour for our car which meant we missed out on some of the activities we had planned for the day.
The gentleman behind the counter was very rude and claimed we needed to sign in using an iPad outside. The iPad (and the instructions to sign in) were all in Japanese. Whilst we were waiting (for over an hour) approximately 7 other customers came into the hertz store, missing the iPad and hadn’t signed in. The signage should be in all languages and not just in Japanese.
When we eventually got to the front of the queue, the customer service agent who dealt with us was very apologetic, however we’d already waited so long that we’d missed the opportunity to conduct some of the activities we had planned to do.
The pickup process was extremely slow, and the drop-off process was overly complicated. This was my first car rental experience, and it was terrible. I spent an hour and a half in line on the second floor just to complete the pickup procedures. Then I waited another ten minutes at the B1 level to get the car, only to find out they gave me the wrong one. A car scheduled for 9 a.m. wasn’t officially handed over until 11:10 a.m., severely disrupting my day's plans.
The staff were very friendly and patiently explained everything without pushing for additional insurance. However, the Hyatt Regency Waikiki Beach location was very crowded. Although I had a 10 AM appointment, I had to wait in line until nearly 12 PM to process the paperwork and didn't get the car until after 1 PM. This was partly because the location is too busy, and also because various memberships in the U.S. get priority service. If you pick up a car from this location, make sure to allow at least 2 extra hours.
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