The reservation pickup time was 3:30 PM. I arrived at the counter at 3:00 PM and was told to wait until the exact time to process the rental. Returning at 3:20 PM, they finally began the paperwork but insisted I buy insurance, claiming my booking did not include it. After repeatedly stating my reservation included full insurance, they eventually acknowledged this but still delayed the process, claiming there were no cars available and I had to wait another 20 minutes. Finally, at 3:45 PM, they agreed to give me a car, but refused to adjust the pickup time to 3:45 PM. Consequently, my return time was also impacted, shortening it by nearly half an hour. The staff assured me it wouldn’t matter if I returned the car a few minutes late, but the overall experience was extremely unpleasant! HERTZ has the highest prices among rental companies, and I chose them for their brand reputation, only to be met with poor service. The RAV4 I received wasn’t a new model and had over 60,000 km on it, with average condition.
The service was acceptable, but they gave me a hatchback. The booking showed a sedan, likely a Corolla. The hatchback had less power, so the air conditioning didn't work well. Driving on the mountainous roads in New Zealand's South Island was unstable with the small car. I wouldn’t have booked it if I had known it was a hatchback.
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