I loved it! Easy check in with Hertz Gold. Car was brand new. Very clean! Great central location for pick up. Loved you could drop off after hours so we didn’t have to park at hotel or park on the street and risk getting towed. After hours drop off ended up being right next to my hotel which was perfect!

Great service but long line during this pandemic...Make sure to bring the same credit card that you made the reservation with the day you get your rental- if not youll have to cancel & rebook & youll add to your wait time. Besides this hassle, DO RENT a car & enjoy the Island! Its just breathtaking! 🏝🏝🏝

Service is extremely slow. Allow plenty of time to pick up reservation. Car was very dirty. At least staff was very nice.

Both desk agent and the service agent were amazing. The location is busy but they went above and beyond to ensure we were well equipped for our trip! Had a jeep for 2 days and it was a fun drive! Thank you both!

Missed two scheduled events that were for 1.5 hours and 3 hours after the rental was supposed to take place (8am).They do not staff the facility enough to warrant the amount of rentals being performed. Staffing is polite and professional but clearly overworked.Can not recommend renting from here if you plan on doing any scheduled events or activities the day of. Plan 4 hours of your day for standing in line and waiting to have your car available even if you rent ahead of time.

This is a busy location, so temper expectations on it being a quick transaction process if there is already a line of people when you show up to pickup your vehicle.The staff is friendly and do a good job with their responsibilities. Unfortunately, we had a situation which required some management intervention. The manager of this location, Yugin, was very understanding of our situation and able to assist us- THANK GOODNESS! Once we got that all squared away, it was smooth sailing, and as a result made our trip to Oahu SO MUCH better!

Terrible experience. Do not use this location. They failed to provide us the car we selected and rented and did not try and provide us a vehicle of similar size. They were wholly unequipped to provide even the most basic level of customer service.

Booked through dollar. (All cars from same center for dollar, thrifty and hertz) easiest way to find is to go on Koa and then follow the return car signs into basement garage. Got there at a perfect time 11:45, only 2 groups in front of me. Was out by 12:30pm. But huge line by 12pm. Pretty slow moving, but friendly guys working it.

Another poster commented on how he/she prepaid for a rental in full and came to pick it up late and the reservation was canceled without refund. This is what exactly happened to me. I understand issues arise, and certain policies have to remain in place,, but the staff member basically laughed at me and was super condescending. He didnt even care to give us any kind of refund. It appears that the staff are so arrogant with how much money they are making at their location that they simply dont care about their individual customers.

Understaffed to be managing the amount of reservations. Stood in line for over an hour. Poorly managed and outdated systems. It shouldn’t take so damn long for something so simple.

2424 Kalakaua Ave - this is the actual location of the hertz rental. It’s where all the shops are in between the hotel. Got my car quick with no issues.

Confusing location!!! We followed Google map by searching Hertz and it showed the exact the same address on my reservation. We walked there but found it’s a empty parking lot without any hertz sign. Then we searched again, it pinned to the correct address which is 16 mins walk distance from there. When we eventually arrived, it took another 10 mins to locate the rental office! When we finally arrived, the office is closed! Very disappointed!!!

Had a great experience renting from here. George was our representative and had excellent customer services. Our rental process was swift and our return process was even faster. There were no hidden charges or fees. They were straight forward and courteous.

Poor management. NOT RECOMMENDED.I missed my pickup on the first day because I am 10 minutes late (the pickup time is exactly at the time they close).The guy told me to come again tomorrow. And they will have it ready for me.I came again the other day, one receptionist told me the car I rent is gone because I am late. BTW I prepaid for 6 days.So a normal person would assume that the car should just sit there waiting for me, even if I don’t show up at all. Because I PREPAID THE FULL AMOUNT.But he told me “Nope. It’s gone now because you are late. You should be here earlier”.I told him that I called this morning and the other side of the phone said “If you are calling about confirmation, hang up now and go to our website”. And I did. I saw the website saying my reservation is still there. And it has a highlight sentence “No need to confirm”. And I trusted it.After my long story, he repeated “Nope, you are late. you should be here early.”I did not post his name here because of mercy. I hope he can change his altitude because it is not professional to deal with customer with those manners and he should get further training.

Very long lines and wait time. Come earlier than 8am.

I only used this location for drop off. It was super fast, only took me 5 min to return the car. But the facilities look messy and I was extremely disappointed to see how they handle the child seats where my kids had spend the day. The seats where thrown next to the garbage without any special care. The chair that I got was dirty, so I’m sure they don’t wash them before renting them again. Take a look at the pictures and judge yourself

I waited for 45 minutes for my car rental. This establishment is very disorganized and as gold member, didn’t get the satisfaction and service I expected. No signage showing where gold member should go. And front desk doesn’t care.

Great service. Easy to work with. Highly recommend. Hyatt Towers.

Easy in and out. When we dropped it off all we had to do was leave the keys in the car.

They work without rules. At first they ignored gold members. 2hours later they said come here gold members! so people who came later got service early than us.I couldnt return it because I was a minute late. The car that came later agreed to return it. discrimination.

Three people in line in front of us and it took 45 mins to get our car. Only one dude working. Come early. We came 30mins before pick up and still left late

Great deal on a car hard to find on Christmas weekend but they had some available

There were only 4 ppl (including me) in line and it took an hour for me to finally rent a car (I had an online reservation). These ppl do not seem to know how to work, nor how to serve their customers. Plus! There is no gold plus member service. hahaha.

Drop off location is 2413 Koa Ave

They are assigning cars at the reservation time only. Be there on time else you might not get a car.

Booked a car on a credit card that had my name on it, but listed the only driver as my husband. I sent my husband to pick up car due to having a toddler and being heavily pregnant. The girl working at Hertz refused to take any other credit card to complete the booking and said I had to physically be there as I used my card to pay for most of the booking. Upon arriving we then had to wait until she returned to the office from somewhere, then she proceeded to tell me that I had to pay to be an extra driver because I made the booking, even though I was not going to drive at all!!We didnt end up getting our car until after 12pm and were then unable to see half of the island we intended on visiting. Thanks for that Hertz!!!

Perhaps it was time of day for our pickup, but the process of getting your car takes quite a while, so factor that into your timeline.Other than waiting, the service was pleasant and its centrally located with a late drop off time, so thats great.The car itself is brand new and very clean, no complaints.

Hassle free, helpful and friendly. Collected car on a Tuesday about 10am; no queue. The rental bureau was a bit tricky to find in the Hyatt as it disappeared from the signage. Had booked a small car which they didnt have, so received a free upgrade. Return, at about 6:30pm the next day, was fast and efficient.

Waiting line is so long on Saturday morning. Not safe during covid time

Full of people. Waites for an hour

Rented in September:We waited a bit for the car, but it didnt matter because the customer service was absolutely fantastic! It was my first time being the primary driver and renter and CARLO was so wonderful to me and walked me through it all!!! He is great!!!

It took forever to get the car and return. The biggest disappointment is that it does not have a lane for Gold Member, so you will have to stand in a very long line of a tiny office.

Worst rental car service ever! Staff are not friendly at all and never provide solution to solve problems, always just say NO!! Waited for an hour in line to wait for the NO!!

A disappointment. I have used Hertz several times before in Europe without any issues. This time it was the worst rent-a-car experience ever.First of all we waited close to an hour in the line. Once it was our turn, they told there is no more convertible cars (the category which we had booked a month ago). We arrived at the store 30 minutes after opening. Tried to ask the counter staff how come you don’t have, you had a month to prepare ?? Answer was “ oh there is just not available now” in a very displeasing tone.They offered another car which we in the end accepted without no other choice. Only to know that once we arrived at the basement parking lot there was around 5 convertibles parked...You are an international high standard chain, please improve the customer service to match up with the rest of the world.

Friendly and helpful staff. Received an upgrade as a Gold Member and a clean, well managed car. Pickup took 45 minutes due to waiting lines and the car not being ready, but they apologized and it was understandable due to very high demand in the peak of the summer season. Overall all went well. Mahalo!

Very good. Kind staffs. I recommend

Please be aware, you have to return the car to a different location, which is pretty far away. If return to the same location, there will be a $50 surcharge. Also, the man at this location is super super rude.

BE AWARE! When returning your vehicle do not make any mistakes of leaving anything behind. Not even for 10 minutes or less. There are thieves among Hertz Waikiki -Hyatt Regency location. My husband and I stayed at the hotel for 10 days. The convenience of having a rental company close in proximity was perfect so we thought.We filed a complaint. No one never got back to us. I am beyond shocked Hertz has not contact us, return date 4/23/19. What a horrible way to end our trip! Hyatt Regency should be aware of whats taking place here.

WHAT IS THEIR DIRECT PHONE NUMBER???

Booked online in Australia before arriving in Hawaii. Picked up the car at 7.30am, no waiting in line and a very quick and friendly service. We had the car we wanted and it was clean and performed well. Drop off was quick and efficient as well, and no hidden charges, we knew what we were to pay before being given the keys.

I called in and was trying to rent a midsize vehicle and horrible customer service asked for details of a rental and said that they have a customer they’re supposed to take care of, Am I not a customer on the phone with them. Don’t ever rent from them if I had a chance I would give them zero stars

Waited an hour to pick up my car, extremely long line

In 10/7/2019, I rented a Nissan car in Hertz Waikiki. I just rent this car within 1 day. I was asked by an employee if I wanted to prepay for gasoline to let Hertz refuel, I just needed to bring the car and didnt need to refuel. I thought the more I used, the more I had to pay. I didnt know even if I didnt use all the gasoline, I would have to pay the full amount. That employee didnt tell me anything about this rule and he said prepayment was very beneficial. You know, I couldnt use all the gasoline ($66) in only one day. But I still had to pay for the whole tank and I feel very angry. Also, when I took the car, the tank was not full. I took a picture of the gas tank and I have the date and time when I took it. I was really disappointed. I thought Hertz was a big car rental company, so I rented car there. But I dont think Im in this situation.

Excellent service! Cars are in great condition and the rental process was hassle free. Most unexpected was I happened to lose my sunglasses after I returned the vehicle. After searching the hotel, I decided to drop by the parkade as a last effort to look for the sunglasses. It is then one of the staffs noticed me. As I explained to her, she brought me to the front desk and voila! There sits my sunglasses! Much appreciated for their courteous and attentive service. Mahalo!

Waited an hour in line to be told the car we had requested was not available - this happened to many, not just us. We took the alternative option instead, a Jeep (instead of a convertible Mustang). We took the top off and could not get it back on (both not very strong people) and we wanted the top down as our original plan was for a convertible anyway. When we returned, the guys seemed a bit annoyed we had left it off as they didnt know either - sorry not really our problem?The location was odd - the basement had the cars in it and there were no signs as to where you needed to go really.We went with budget when we stayed on Maui, and they were 10x better, no wait times and they even picked us up from the hotel and then dropped us at the airport!

Easy peazy place to get some wheels for the day! Note that the gold desk is in the garage!

From pickup to drop off, a great experience.Especially the attendant at drop off. He was so happy and full of laughter.

Great service. Nice people. Walked in and drove out pretty quick and the drop off was easy and fast. 5stars

Marco was AMAZING. So thankful for his professional customer service.

I really don’t understand the ratings here. We booked the car in advance with ADAC in Germany. From the start to the end there was nothing to complain about. Everything was smooth and great. Thank you

Didnt get the compact class as reserved. Was stuck driving an oversized SUV although they matched the premium. It cost me double the gas for a day and I guess I should be happy because I still have a car to rent? The very same car was offered to the couple that were in front of me without a reservation. If it wasnt the astronomical price they were quoted, I probably would have left with no car to rent.

Wow. Terrible setup. Regardless of your status with Hertz, or having reservations, you have to wait in line. First, they don’t open until 10am (why? Most people want to leave for excursions way before that). Second, extremely long line. We waited 45 min, so this means we can’t even leave until around 11am this morning for a single day rental. Finally, Zero sense of urgency. I get it’s Hawaii, but please respect people want to get going on their trips, an have families sitting in the hallway for 45 min while we wait to get a car. I am fortunate to be Presidents Club, and this is the WORST experience. Rent elsewhere. Hertz, people expect better from you, so deliver on your brand promise.

As a Gold hertz member I booked online to expedite the process. I arrived at the counter to collect the car and was met by the coldest robotic human that had ever breathed. Thinking they might just be having a bad day I tried to make some idle chit chat and a casual joke but no, Mr personality+ wasn’t having any of it. Terrible first experience dealing with him and it tarnished my opinion of Hertz’s car rental. Not friendly, arrogant, condescending and just plain rude. I hope for hertz sake it is a one of otherwise you stand to loose repeat businessI had already booked another rental in advance before this experience otherwise I would have looked elsewhere.I’m pleased to say that outside of this extremely poor first impression, that the other staff were warm and friendly and the car was of decent quality. Hence 2 stars instead of 1

Deal on a mustang convetable. ... great deal from hertz only way to see hawaii is in a convertable.

Quick service and easy process at 7:30AM. The car was clean and worked well, especially the touchy brakes on my Altima.*Take escalators to the second floor and turn left, dont turn right towards the elevators. After the paperwork, take the escalator back down and turn right to the pick up area.*

After reading the other reviews, I was a bit worried about renting from this location. It was the closest location to my hotel, so I chose it nonetheless. The team did a great job with my rental car. I was impressed with their efficient use of tight space under the Hyatt. Thank you!

Located in the Hyatt Regency mall on the 2nd floor. Friendly and helpful staff. The wait isn’t too bad even though it can get crowded. There’s a tv on the wall while you wait. The cars are located in the basement. You hand the person your contract and they will bring the car up to you.

May be I was lucky, there was no line to pick up the car and drop off the car, it is confused that the office is on second floor and the car pick up is in the basement, the front desk Asian lady is super nice,

If you do not mind driving around in Oahu in a very dirty car that has not never been cleaned, please make your way to Hertz at Waikiki. Seats are dirty, side of car doors have drink stains, steering wheel is sticky, etc. Also, they did not provide the car I had requested. Nothing to be positive about.

Although I had made the reservation of compact size rental car in advance, I could not rent the car which I reserved, regrettably. The reservation did not make sense. Except for that, everything was perfect.

Worst place ever. When i visited the place, it was so crowded by many people. I recognized that the Hertz has overbooked and told me have to wait almost 1 and half hours than the reserved renting time. I assume that people in the place have been waiting. They ruined my own schedule:(

These rates are overly inflated due to location. Do a quick google search, much better rates available.

We called ahead and asked if we could return the car to this location and leave our bags for a couple hours until we went on our cruise. The attendant said no problem. When we arrived however, they refused to help even though we had now turned in our vehicle. So one of our party got to sit with luggage until our shuttle picked us up. We also reserved a jeep but ended up in an Edge, which is just an overgrown Fusion, not a true SUV / offroad capable vehicle. Thanks for next to nothing...

Had to wait well over a full hour to check in. Very slow service. Car was fine

I accidentally entered a star in the search. sorry to my mistake. In fact I am very satisfied with your service.

Once cars but realllllyyy long line to get the car. We had to wait 45 minutes in line for our car and then were told that they didnt have our car available and we had to wait another 20 minutes. Then the car had a warningligjt that came on evet so often. We called and were on hold 25 minutes. The person who answered doesnt know what the issue was and was searching the owners manual. We got cut off and she never called back! Then returning the car we again had to wait 20 minutes on line. Im other Hertz centers we didnt have these issues. Not sure why here.

YAY! They have opened a Gold Counter at the Hyatt Waikiki location! Great service and easy now for in and out!

TERRIBLE SERVICE EVERONLY ONE AGENT SERVING AT PEAK TIME

It was the worst car in a word.I received a car that was washed, but it was still stained.The rearview mirror was not cleaned when wiped again.I rented a car and started traveling.But the car often did not recognize the key.Sometimes the car did not start.I had to move quickly but the car did not start.Sometimes the car door did not open.The car key battery was exhausted.I had no way to know the status of the key battery.

I would give minus stars if I could. Stranded, on Christmas Day with our luggage and no car. They first told us that the address for our reservation is wrong and that they have already released our car. So yeah. Dont rent from here. Not trust worthy. Cant believe they can operate like this.

Make sure u call a day in advance to get the best deals

At the hyatt resort & spa office Nice place to rent a car

Don’t wast your time here. Terrible customer service. Nothing like being on vacation with a rude manager. particularly the lady with the mullet haircut.

Sadly there is no Minus Stars. I have the biggest tiered user for Hertz and this “office” is The Worst around the globe that I have dealt with. Stay away! I returned the car and went to A competitor. People is horrible and they have the oldest and worst cars in town.

Location was very close to my hotel and has courteous staff.Also this location is open till 9 PM which was really helpful for me.

The service was great. It turns out im no fan of mustangs. lll

Very good! Keep in mind that deposit cards in general are not accepted. Some people in the queue didnt get a car because of that. But the german Ing_diba card - which is a kind of deposit card - was accepted.

We booked a car here through Expedia for our trip in Hawaii. Upon picking up the car we were told that this location only rents to Japanese people. This was incredibly frustrating because nowhere in any of the booking information on Expedia did it mention this type of discrimination. Our entire day trip is thrown off because we werent Japanese upon our arrival. Very, very disappointed.

Worst, long waiting they keep saying the car is ready and ended up waiting over one hour.Never do business again with this branch

Terrible, terrible experience. Person we worked with was new so the manager tried to help her and was awfully condescending to her employee and myself. Also. They do not have a chip reader like they are required to, which is certainly against the rules. Our cards are new and do not swipe. Only chip. Ended up going elsewhere to rent the Jeep.

Its very good close to the beach and the hotels. its easy to rent a car.

A little bit frustrating to deal with. The rental counter is up on the second floor, but the cars are a floor down, through a door, down a long corridor, and into a crowded garage full of employees who somehow have very little interest in helping you. And then, to *return* the car, you have to drop the car off in the garage and go wait in line upstairs to get your receipt.

Rubbish service!Firstly we booked a rental over the phone,then we arrived to be told we cannot rent a vehicle because they require a passport - our drivers license not enough ( by law) she says. They could of told us that on the phone, when we point out that we have caught a taxi from our hotel (& our passports are in the safe in our room back at the Hilton Hawaiian Village) -then she has the cheek to say, do we want to hold or cancel our booking. (What do you think you rude silly b****!) we spent $11 on a taxi to be told that! Plus rudely spoken to and disregarded as she pretended to play with her computer.So we left and went next door to budget rental who told us they only need credit card and license-but had no vehicles available that day.Stay away from Hertz period!!!

I actually got fast and excellent service during pick-up and returning! Had reserved online to pick up at 7, reached there at 6:50, was the first in line and got out with the car by 7:10.

Car booked for 8am pick-up. Waited in line at check-in counter and was served at 7.40am only to be told I was 20mins early for rental. I suggested we complete paperwork now which would have made use of some of the time. The guy refused this and told me I would have to come back at 8am. So I walked to the back of the line and filled in the next 15-20mins waiting again. Finally served by around 8.10am and made my way down to the pick-up area. The keys were handed over and I was told the fuel tank was 3/4 full. As I drove off I noticed the fuel gauge was only at 5/8 full. The car was a bit rough with minor dents and scratches and was an older model with approx 35,000 miles.Overall pretty disapointed by the experience.

Never again. Took almost 2 hrs to get car at Honolulu airport. Car broke down - another 1 1/2 hrs to exchange it.

This rental location is very over priced. You can save more than half the cost if a rental by taking a ride share or taxi ro the airport to rent a car.

Worst car rental experience in my life. Line extending outside the door. Waited >1 hour in line. Charged 3 times the cost of a regular rental. Absolutely ridiculous. Need to have someone take legal action against them for their business practices.

Eric was AMAZING!! So so kind on the phone and he did all that he possibly could to solve our problems :)

9AM rental reservation, 10:40 & still waiting. Mr. Hertz, you are not very good. Room full of people waiting, bonding time. Not happy, maybe well be out by 11.

Horrendous experience. All employees went on break or something of the sort leaving absolute chaos in the garage. Missed a very special dinner because no staff was available until 9:30pm. Hertz literally had a full mailbox when I tried to reach someone. Next time Ill walk to the north shore. Last time Ill be using Hertz.

Very much need to highlight the entrance to return the car!!! We drove around for about an hour trying to find the entrance!!!

The staff at the front desk were not friendly. When I went to get my vehicle from the garage, no one was at the desk for 15 minutes, and everyone I asked for help told me to just wait. Vehicle itself was great, but the customer service was horrible.

Good car and nice staff

Very bad service!! I come to pick up a car today nov wednesday 7 and the Chinese guy was to slow y make me wait 30 min and never talk to me so we decided to go! Very bad service!!

Service was pretty good and the rental car was not that bad but the counter worker who was a man was not that good English speaker. I didnt get enough explanation comparing with a woman next to him.

After all those reviews... i too was a bit sceptical with dealing with them.But must be a luck in a straw because when i got there at 7.30 there were no lines.. and staff were super helpful...We were in and out in less than 15 mins..I hope this will help..

Guy helping me out at the desk got defensive when I kindly asked him if the car had a USB jack so I can plug in my phone. I was simply looking for a yes, no, or I dont know. Btw its ok to not know something. Instead he goes on to tell me it may or may not have one but also its not a standard thing for all cars. Completely useless answer.Then I asked him how my Hertz points worked and how it applied to my bill. He was confused again and I had to restate my question in different ways so the communication was clear.Sadly I think he is used to people maybe not being nice to him and is quick to react before listening.They do not allow for after hours drop offs so I had to pay $20 to park it overnight.The car was nice & my hertz points paid for it so that was cool.

Worst car rental experience ever! Very unorganized!

I was a little worried when I got there because of the all the bad reviews. I had no problem getting the car and returning it. Montreal airport was the worst by far. They’re borderline criminals. I am a gold member and been using hertz for 20 years.