Mietwagen in Palo Alto

Positiv: I had to rebook as Hertz wouldn't honor my reservation through Kayak. Now I'm trying to find out how to get a refund.

It was a nightmare.

Negativ: While reserving the car, I chose the time of 6 PM out of the windows provided. I arrived approximately 5:58 PM at the address provided in the car rental instructions. The problem was/is the address given is to a Toyota car dealership. Thinking maybe the Hertz dealership might be inside of the Toyota dealership, I went inside and asked the information lady. She said there was not a Hertz inside of the Toyota car dealership but there was one a few blocks down the street and that's probably the one I was looking for. She provided the address and as she was giving it to me, she mentioned they closed at 6 PM. I didn't think much about that because my reservation was for 6 PM but when I arrived at 6:07 PM, the place was vacant – closed for Thanksgiving. I called Hertz customer service and the lady continued to attempt to SEND ME BACK to the address of the Toyota car dealership- while at the same time telling me that Hertz closes at 6 PM – bear in mind that it is now 6:20 PM – 6:30 PM. She finally realizes that she's giving me directions to closed places and tells me that San Jose airport will be available to take care of me, as long as I provide them with this particular confirmation number. I asked her if she was sure that this confirmation number will be all I need and she ASSURED me that the confirmation number would suffice. So I got to the airport and I was told by the Hertz representative that he could not honor that confirmation number because that particular number was only for a car at the address that he had in his computer – THE TOYOTA DEALERSHIP! The only thing he could do was to do a new rental and this one had to be for two days but between the amount I had already spent and the price of the new one I didn't have enough money on my card for the credit hold. Long story short, I was able to rent a car from BUDGET but now I have a Hertz rental bill for a car I didn't rent because... 1. they gave the time they CLOSE as the time to show up to rent the car, and 2. They STILL have the address to the car dealership (690 San Antonio Rd., Mountain View, CA) in their records as the address for the Hertz car rental (816 San Antonio Rd., Mountain View, CA). I hope to get the amount credited back to my card.

Waiting to take a vacation

Negativ: Arrived early for my appt pickup and ended up waiting 45min before being helped. Management needs to work on staffing for summer weekend rentals, one worker is not enough. Poor guy was trying his best to keep things moving. Everyone was upset and waiting for a long time.

not enough staff at office

Positiv: occasion convenient

Negativ: short of staff at location. It took me almost 1 hour to pick up the car!

Negativ: We made a mistake booking the car and the person behind the counter was not helpful with information at all! When we finally did get the car, there was an empty beverage bottle under the driver's seat. Very unsatisfied with the experience!