Reviews for Hertz in Lihue
- All reviews 100%
7.1/10 Good
Based on 128 reviews
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6.7
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6.8
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5.3
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5.9
Recent reviews
Most recent
5.2 Okay
SUV
14 Aug 2017
Hertz needs a better workflow
Pros: The car was fine. The staff is very reasonable and friendly given the challenge at the Lihue-Kauai location.
Cons: The shuttle buses are too small to accommodate the demand after a flight arrives, so you may have to wait several shuttles to get onboard and to the rental car location. Once there, the line is slow--- not uncommon for rental agencies, but one would think they could figure this out. Most damning, After waiting in line for the rental car and getting the paperwork finalized, we had to wait another half hour for the car to be ready. They said it was being cleaned. We waited with another 40 people.
There has got to be a better way to run this location. There's either a management problem or a shortage of employees.
2.0 Poor
Premium
13 Aug 2017
Terrible rental in Kauai-avoid Hertz!
Pros: The car was fine but the experience of picking it up in Kauai was so miserable I don't think I would ever use Hertz again. We were told there were no cars when we arrived at the lot. A smug agent informed people that the agreement was for a car sometime that day and not at any particular time. What a way to start your vacation in paradise. It took a long time before they even would predict when a car might be available. Then I was told a car was on the lot but I would need to wait for it to be cleaned. Inconsiderate and incompetent service. A large group of really unhappy customers basically begging to take any car they could find. No apologies.
Cons: See above.
3.6 Mediocre
SUV
13 Aug 2017
Waited 90 minutes for car that was not even ready!
Pros: The Dodge Journey had decent air conditioning; really can't think of othe positives.
Cons: In Lihue, I waited over 90 minutes in line at Hertz and then when they told me what vehicle I had, I eventually found it in a long line waiting to be cleaned. Our family was very hungry so we were able to convince them to let us take the car dirty.
6.0 Okay
Standard
30 Jul 2017
Cons: Poor customer service. Agent on check in was rude & very unfriendly.
8.0 Good
Standard
29 Jul 2017
Pros: They were quick to pick us up from the terminal and the staff were very friendly.
Cons: We had a warning light appear and could not reach the national or local office for assistance even after many attempts.
7.6 Good
Full-size
20 Jul 2017
Way better than Thrifty
Pros: No hard sell to upgrade like I've gotten from Thrifty at Lihue airport. Easy pick up and drop off
Cons: Car had a few dings but I've learned to take a complete photo/ video survey of my Rental cars ever since renting from Advantage rental in Orlando. Never had problem with Hertz
9.6 Excellent
Full-size
17 Jul 2017
Great car no problems
Pros: No issues.
Cons: Nothing
3.6 Mediocre
Intermediate
12 Jul 2017
poor car rental experience
Cons: extremely long lines during pick-up
slow processing of a car rental booked and paid for in advance
only one car option
10.0 Excellent
Full-size
12 Jul 2017
Hertz Rental
Pros: Fast and efficient
Cons: None
6.0 Okay
Full-size
9 Jul 2017
NOT HAPPY - Overcharged
Pros: The car was exactly what we reserved, which we greatly appreciated.
Cons: We were quoted a price for the exact period of the rental (11 days). When we got the final bill, we were charged that amount for one week PLUS an additional amount totalling more than $100 for the 4 days. NOT HAPPY!!!
5.2 Okay
Standard
7 Jul 2017
Review
Pros: Car was clean
Cons: Waited two hours for a car
2.0 Poor
Economy
7 Jul 2017
Terrible wait
Pros: Car was nice.
Cons: Waited over an hour to pick up vehicle with a reservation. 3 people working the counter and 3 just standing around. The line was out the front door with no rush from the staff to help anyone.
4.0 Mediocre
Full-size
6 Jul 2017
Cons: Insurance and fees costs more than actual per day rental cost.
4.8 Okay
Intermediate
6 Jul 2017
A two hour wait
Cons: We were at the Hertz office for two hours before we got our car. When the car came, the exterior was dirty in spots: the front lower air dam, and behind the front wheels.
10.0 Excellent
Standard
3 Jul 2017
Great experience
Pros: Our flight was delayed for over five hours and we didn't arrive until 3am. We didn't think Hertz would be open, however we were excited to find they were open and our car was ready for us. Thank you!
Cons: No negative comments
7.6 Good
Standard
2 Jul 2017
Average car rental
Pros: Pick-up and Drop-off were great, the interior of the car was dirty, inside windshield was very dirty and hard to see off. The type of car was very uncomfortable!!!
Cons: See comments above
8.4 Excellent
Compact
29 Jun 2017
Pros: Great shuttle service. Once paperwork was sorted, picking up the car was smooth. Car was clean and functioned well. More trunk space than we expected for an econo car, which was a plus. Drop off was quick and easy.
Cons: Long lines to pick up. Looked like they were short staffed. Prices were not listed next to the insurance options, and charges were not explained before asking for a credit card. I felt like I was holding up the line by having to ask questions.
2.0 Poor
Standard
25 Jun 2017
Took forever to get a vehicle!
Pros: They finally gave us the vehicle we wanted and that would fit us.
Cons: Renting the initial vehicle took an hour and half. When we went out to the vehicle, it was not an appropriate size for 6 people with luggage. It was dirty, and banged and scratched up. A larger vehicle came in while we were debating if we wanted this vehicle. We went up and asked if we could have the Yukon, that process took another 45 minutes. It took so long to get a vehicle that we went over and asked them to stop washing it we just wanted to take it and leave. Which they did promptly. It took over 2 hours to get the vehicle checked out. Was terrible service and would not go back.
10.0 Excellent
Intermediate
22 Jun 2017
Hertz Rental Experience
Pros: Both pickup and return services were above reproach. We were very pleased with the seemless transition from start to finish. For the amount of time we were on vacation, we could not beat the price and quality of the vehicle provided
Cons: There was nothing that we did not like. We plan on utilizing Hertz for future endeavors.
7.2 Good
Intermediate
31 May 2017
Hertz HQ Gave Bad Advice!!!
Pros: I booked and prepaid for the car over two months ahead of time since I knew it would be a holiday weekend. A week before the trip I called to ask about changing the pick-up time to a couple hours earlier than the initial booking. The local office I spoke to in Hawaii said that because the reservation was prepaid, they couldn't adjust it but they could make a note and that they reserve the car for the whole day anyway so it shouldn't be a problem but they advised me to call and speak to the Hertz mainland office. After calling the company line back a second time by navigating the menu to get connected to a customer service rep in the mainland office and waiting quite a few minutes until someone was available, I was helped by a kind and cheerful Hertz employee who told e that they could change the pick-up time and when I asked, they said that the change in pick-up time the same day would not change the cost at all. I had a question, they had a polite answer. Everything was going to work out just fine, or so it seemed...
Cons: ...when I got to the Lihue Airport Hertz location to pick up the car, things moved along smoothly until I saw the estimated balance due, which was about $50 more than the email confirmation with the prepaid reservation information showed. I asked why the cost was different and showed my email receipt and the Hertz employee said that I would be charged for an extra day because I was picking up the car early. I explained that I talked to someone in the corporate office the week before, who said that picking up the car at 10:30am instead of 5pm the same day wouldn't change my cost. Long story short, the employee who I talked to at the corporate office gave me false information about my reservation and the costs. It's frustrating that I spent about an hour total on the phone the week before the trip trying to get my question answered and then finding out that I was mininformed. Hertz needs to make sure their corporafe customer service and local office reps are on the same page. :(
4.4 Okay
Standard
29 May 2017
Way too long waiting for car
Pros: Nissan Armada rode well
Cons: Not enough people to take care of customers, we waited 45 minutes after finally getting paperwork finished. They didn't have our vehicle on their lot. I will not use Hertz again!
2.0 Poor
Convertible
28 May 2017
Cons: When we arrived to Hawaii, we were informed we were on the no rent list. We had to call customer service to straighten out the issue, but their office was not open due to time difference. We called the next day and there was no issue, and we were safe to rent. The office in lihue did absolutely nothing to help accommodate this event inconvenience,
8.0 Good
Economy
25 May 2017
Pros: Car in very good condition.
Cons: Customer service at the location. Airport Lihue, Kauai. I got my car through a third party so I did not received the same treatment as the rest of the customers. Rude.
8.8 Excellent
Full-size
17 May 2017
Decent value. Nice car.
Pros: Good gas mileage. Nice Hyundai Sonata. Slow pickup fast drop off
6.4 Good
SUV
15 May 2017
Meh
Pros: The car was clean and the price was ok.
Cons: It took over an hour and 45 minutes to pick up our car. There was a line or maybe 10 people but only 2 employees helping people and moving slowly wasting hours of my trip and making us wait after a long day of traveling.
10.0 Excellent
Standard
8 May 2017
Great price and perfect for our family.
Pros: We rented the Yukon at a great price. It was perfect for our family of six for our 10 year vacation in Kauai.
2.0 Poor
SUV
7 May 2017
Cost substantially more than quoted
Cons: Final cost significantly more than original rental quote and terrible customer service.
9.6 Excellent
Compact
7 May 2017
Great
Pros: Great on gas, A/C
10.0 Excellent
SUV
6 May 2017
Overall very good experience.
Pros: Liked the car, the service and ease of operation.
10.0 Excellent
Intermediate
6 May 2017
No hassles. Quick and easy
Pros: Friendly, not pushy. Offered water.
8.4 Excellent
SUV
5 May 2017
Aloha
Pros: The vehicle was better than we had expected and very clean even thought it was pouring down rain when we picked it up. Drop off was super easy.
Cons: Check in was very slow. Not all of the employees behind the desk were helping people. One employee was working very hard to get through as many customers as she could. 2 other employees were not very useful.
4.0 Mediocre
SUV
27 Apr 2017
Understaffed and unorganized
Cons: When we arrived to the airport in Lihue, the Hertz bus was nowhere to be found. Every other bus bus came by 2-3 times before one Hertz bus came by, we barely made it on the packed bus (which ended up working to our advantage because we were the first ones out). Ended up still waiting in line for 20 Minutes before seeing and agent. Finally when we got our paperwork, the car they had assigned us was not anywhere in the parking lot. We had to go back in and wait in line again for 20 minutes to ask where our car was. We were given another car and given a piece of paper to document any prior damage, but no pen to do so. When I noticed some scratches on the bumper, I had to go find a pen. All in all, it was;t a pleasurable experience.
7.2 Good
Intermediate
27 Apr 2017
Up and down
Pros: Very friendly and efficient return
Cons: Very very slow pick up. This Took longer than the flight from Oahu
2.0 Poor
Convertible
26 Apr 2017
Broken Car
Pros: After the car was replaced, everything was as planned.
Cons: Initially we were given a car that was broken. I had to spend an afternoon getting it exchanged because we didn't feel safe to drive.
10.0 Excellent
Standard
22 Apr 2017
Pros: All very good,
3.2 Mediocre
Convertible
22 Apr 2017
Cons: It took over a hour to get the car ! 2 people working behind the counter . Not friendly at all ! They try to talk you I to buying more insurance for alot of money . Which most insurance already covers . Hertz is a good company but not in Lihue.
6.0 Okay
SUV
22 Apr 2017
Cons: Vehicle inside was dirty, wipers were very bad, inside windshield was dirty
2.0 Poor
SUV
16 Apr 2017
Never again
Pros: It was a car
Cons: Terrible vehicle, surly staff
8.4 Excellent
Convertible
14 Apr 2017
Cons: Pick up took FOREVER!! I was there for an hour in a line of people and only 2 tellers
8.0 Good
Standard
13 Apr 2017
Great deal
Pros: The price was good
Cons: They were under staffed upon my arrival .
4.0 Mediocre
SUV
8 Apr 2017
2 hours to pick up
Pros: The car and drop off were fine.
Cons: The Lihue office was severely understaffed. It took two hours to get our car and I think would have been slower if I had not tweeted at Hertz who may or may not have sent more staff. One person showed up eventually.
8.8 Excellent
Economy
7 Apr 2017
Cons: Drivers seat was broken, couldn't adjust. Other than that, smooth easy transaction
4.8 Okay
Economy
6 Apr 2017
Good car terrible service and fees
Pros: Nice car, very clean
Cons: Horrible service at check in, $100 in unexpected fees and pressured into paying $100 more for emergency roadside assistance.
2.0 Poor
Economy
4 Apr 2017
Garbage
Pros: Both you (Kayak) and Hertz suck giant roosters.
Cons: Terrible customer service. IS THERE SUCH THING AS KAYAK CUSTOMER SERVICE!? Because there isn't any info available for it!
7.2 Good
Premium
3 Apr 2017
Pros: painless dropoff
Cons: takes forever to pick up,understaffed
3.6 Mediocre
SUV
2 Apr 2017
Extremely slow service with no apparent effort to do better
Cons: It took 1.5 hours to pick up our car. 1 hour was spent waiting in line, with only about 10 people in front of me. Apparently, for each person, they have to radio out to someone in the lot to search for the appropriate car and radio back. After finally going through all the paperwork, it took another half hour for our car to be brought around to us. Never, never again.
2.8 Mediocre
Minivan
1 Apr 2017
Roaches
Pros: We know that bugs are an island problem but we had 3 different cars, that were infested with roaches. It seemed funny to the staff at the counter.
Cons: Roaches were in all 3 mini vans that we had from them. We spent a lot of time in the car, traveling the island. We will not rent from Hertz anywhere, ever again.
4.8 Okay
SUV
31 Mar 2017
Ridiculously long wait time. Understaffed.
Cons: Two hour wait for a car in Kauai. Line out the door and one person working with four computer stations empty. They didn't start washing our car until after we completed the check in process. Agent said it was always like this. Unacceptable.
5.2 Okay
Convertible
31 Mar 2017
Great price, but dirty car
Pros: price
location
customer service
flexibility
Cons: took very long time to pick it up
the car was very dirty
9.2 Excellent
Minivan
30 Mar 2017
Pros: Nice vehicle
Cons: Quite expensive for no comp or coll coverage.
6.0 Okay
Economy
30 Mar 2017
Cons: Experience picking up car was awful for those that wernt gold club members. 1 person behind the counter, 20+ peope in line - 1:15 wait. Ouch!
6.0 Okay
Standard
30 Mar 2017
Cons: Insurance is too expensive
6.4 Good
Full-size
30 Mar 2017
Took longer to rent at Hertz than it was to fly to
Pros: Car was acceptable for the price.
Cons: It took us approximately 37 mins to fly from Honalulu to Kauai but it took almost an hour to rent a car. Heck, even the guy who went through the gold club line was waiting a long time. I know that it's Hawaiian time, but come on.
5.6 Okay
Full-size
29 Mar 2017
Pros: Super easy to work with hertz at the lihue airport. Great staff, always have great experiences with them, although this time the car just seemed like a beater and it stunk?
Cons: the car was stinky, like rotten fish or sour milk. made our luggage stink and spent time hand washin all of our stuff including the carpets in the car. We just didnt want to waste a day returning the car while on vacation, instead we spent a day washing our luggage... The car also felt pretty worn. Although the car was good looking, the shocks and stearing seemed stiff and over worn.
8.0 Good
Standard
29 Mar 2017
Solid. Trustworthy
Pros: Email stated my fees. That's what I paid. No surprises.
Quick pickup. Upgraded. Clean car.
Cons: Nothing
2.8 Mediocre
Economy
27 Mar 2017
Worst Car Hire Company Ever!!
Pros: Nothing..
Cons: The Service was bad, we had to wait 40 mins to get our car the company required 2 forms of ID but wernt advised in any communication prior to arriving that this was required, the customer service was really bad, the car was smelly, and not washed correctly, we were overcharged on our booking even though it was clearly defined in the booking. Rip offs.. taking advantage of people, will never use Hertz again other companies will be benefiting form us in the future
3.2 Mediocre
Full-size
26 Mar 2017
Pros: The car was comfortable.
Cons: There is not enough help in the rental office. Not sure the car given was equal or better than the level we choose. Car was not clean outside and had lots of "questionable" marks, scrapes, dents etc. that I wanted to be sure would not would not be reported against me and took extra time to resolve due to only 2 people working the counter. During the rental process online it is not clear that it would only be for 1 driver when we tried to add additional drives once they arrived, they wanted $15 or $30 more per day to add another driver. EXTREMELY ridiculous amount. Besides on Oahu the car rental was considerable cheaper (about $40) and was for 3 drivers! Not a happy experience. Would not repeat this experience with Kayak or Hertz.
5.2 Okay
Standard
22 Mar 2017
Cons: Didn't have car class I had a reservation for. Upgraded me to a large "luxury" car that was huge and got terrible gas mileage. Total bill was more than my online reservation said it would be
4.0 Mediocre
Intermediate
21 Mar 2017
Cons: extra charges at car pickup
6.0 Okay
SUV
15 Mar 2017
Pros: Dropping the vehicle off was amazing service. The price and the vehicle we got exceptional.
Cons: The pickup was a joke, there was 3 people in line in front of me and i sat there for over an hour for help. The drive is not there in the employees on night shift.
10.0 Excellent
Compact
13 Mar 2017
Easy and free upgrade!
Pros: The manager was awesome along with the rest of the staff. Easy to find, use, return - satisfied customer!
4.0 Mediocre
Minivan
12 Mar 2017
Understaffed
Pros: We got the car we reserved at the price quoted and it was clean.
Cons: We had to wait 45 minutes to pick up our car. The office was severely understaffed and less than friendly. Our family that used other vendors was ready to roll with in a few minutes.
4.4 Okay
Economy
11 Mar 2017
Cons: Bugs in the vehicle upon pick up.
- Was told in person we could the vehicle an additional hour due to flight show time without occurring any additional cost. Upon returning home I was billed $19.74 for the additional hour.
5.6 Okay
Economy
10 Mar 2017
Pros: Price was good.
Cons: There was an odor in the car, almost smelled like someone had smoked in it before and they tried to cover it up. The car itself was pretty beat up. Lots of dents and the hide a trunk was broken.
7.2 Good
Compact
6 Mar 2017
Overall, experience great
Pros: Upon receiving the rental car, the interior windshield was dirty making it difficult to see while driving (as we arrived at night). HERTZ was slow to pick up when we landed from our flight- but we didn't mind that so much. It was just noted.
Otherwise, it was great!
10.0 Excellent
Economy
27 Feb 2017
Polite staff, clean car.
Pros: We were taken care of in the beginning and at the end really fast. The car was in a clean and in a very good condition.
7.6 Good
Economy
22 Feb 2017
Cons: Counter understaffed at pickup, resulted in a long wait - over an hour to get my car
5.2 Okay
SUV
10 Dec 2016
The seats were very comfortable and the shuttle wa
Cons: It ended costing way more than what it said on the website. I was expecting a jeep and got a dodge. The service left more to be desired and could ha r been way quicker there were hardly any other customers. I will be using enterprise next time.
4.4 Okay
Intermediate
4 Nov 2016
Bait and Switch
Cons: We chose Hertz because it said clearly on the website that AAA members did not have to pay extra for a spouse to drive. the Lihue personnel would not honor this eventhough we had it in writing.
This is a breach of contract and we will not choose Hertz again
6.0 Okay
Standard
9 Oct 2016
Customer Service
Cons: The staff member that I dealt with was rude and pushy with the extra add one.
8.0 Good
Full-size
5 Oct 2016
Billing confusing
Cons: We reserved our car online & were quoted 225.09. When we turned in the car we were charged $103.56 which seemed like a lot since we had prepaid. It took a phone call to Hertz and checking my credit card statement to find out that our ACTUAL prepayment was $143.xx and not 225.09. This was confusing because we thought we were being charged a full third more & that did not "feel good." Thankfully, it all turned out ok. Our total was only a few dollars more than the quoted price.
6.8 Good
SUV
24 Sep 2016
Pros: service of rental and return
Cons: gas mileage and power....no more jeeps