Before my trip, I learned from Hertz staff in Hong Kong that the actual car models available for the type I booked would only be Ford Galaxy 7 Seats and Ford Tourneo 7 Seats (the rental car reviews also only listed these two default models). On July 29, when I picked up the car at Munich Airport, the counter staff, Hofmann M., informed me that the actual car available was a smaller Ford S-Max. I immediately objected, but he insisted that the Ford S-Max was in the same category (which later proved to be untrue). Because the Ford S-Max was too small, Hofmann M. suggested that I could rent a Mercedes Benz V-class 8 seats for an additional Euro 300 without the Cross Border Fee. To avoid travel delays, I reluctantly agreed. He then printed the Rental Record for me, and after reviewing it, I questioned the last three charges (Fuel option: Euro 73.24, Location service charge: Euro 69.00, and Tax: Euro 72.82). He assured me that if I returned the car with a full tank, these charges wouldn't apply, so I signed the new Rental Record. On August 14, after returning the car, I found out from the Hertz Statement of Charges that the Location service charge: Euro 69.00 and Tax: Euro 72.82 were still charged. First, if Hertz had provided me with the Ford Galaxy or Ford Tourneo as per the contract, I wouldn't have needed to pay extra for an upgrade, which is the root of the problem. Second, if Hertz couldn't provide the booked car model and needed to upgrade, the upgrade should have been free. Third, Hofmann M. stated that only an additional Euro 300 was required and assured me that the last three charges wouldn't apply, which led to my agreement and signature. His sales tactics were basically fraudulent.

There were quite a few people in line at the airport, but the order was well-maintained and the staff were very friendly! The process and car pick-up were very smooth!

The company is very professional and truly deserving of being a world-class car rental company. It was easy to find following the instructions after leaving the airport. Since we crossed the border into Italy, they replaced the Mercedes with a 9-seater Ford. The only drawback was the requirement to purchase comprehensive insurance (originally insurance was included, but it might have been invalidated by crossing the border). The original 10-day rental was 641 euros, but it totaled 1099 euros in the end, which is a bit pricey.

Quite convenient, not too crowded.

Hertz is quite popular, so the line was a bit slow. They gave us the same model we reserved, and the service was very attentive.