Pickup was slow

Punti positivi: the car was fine

Punti negativi: pickup was slow and the car wasn't fully cleaned

Awful customer service

Punti positivi: Absolutely nothing.

Punti negativi: They were not able to refund me for six days of prepaid rental that I didn’t need. The service was terrible. The kid who gave us the keys told us to drive thru the barrier at the airport. Insurance is completely unaffordable

Wrong drop-off address

Punti negativi: The address that Kayak pointed me to where I was supposed to drop off the car was wrong. Such address is a Hertz office which deals only for motorbikes and not with cars. This happened late evening on a rainy night, presenting a strong inconvenience. I had to go to another Hertz office which was still open until 10pm, and they explained me that Hertz was having issues since they themselves could not update their own databases so that the wrong address would stop appearing as one of the drop off locations for cars in Barcelona. In fact, I was not the only customer having this issue. When I arrived to the wrong address, even though the office was closed, someone was still there inside who was friendly enough to come out to explain me that they occasionally received customers trying to drop off a car there, and that Hertz for a long time has not been able to update the address. Such a funny thing that they cannot update a wrong record in their own system. I cannot recommend Hertz to anyone after such bad experience. Note: the wrong address in Barcelona used as drop off for cars is Carrer Nicaragua, 48, Barcelona, Spain. So do NOT choose such drop off address if you ever have to rent a car from Hertz.

Rough customer service - buy your insurance online!

Punti positivi: Easy to book online

Punti negativi: When we arrived to pick up our car the agent didn’t speak English well, which was completely fine, but he opted to sign us up for the most expensive insurance and prepaid gas without asking. After taking my card he handed me a receipt for nearly 500 euro for our $60 rental. When I asked about alternatives he just tried to keep up selling us with veiled threats. We cancelled and rebooked with Enterprise where the service was honestly incredible and we booked our insurance online minutes in advance. I’m still waiting to see if he actually cancelled.

Car had dents and had a previous crash

Punti negativi: The car had been crashed and wasn't fixed. The car was not cleaned. It had crumbs everywhere. Reserved a Mercedes Class C and they don't even have that kind of car in Hertz Barcelona.

A lot of extra fees

Punti positivi: The car was brand new, not clean but new. Costumer services i was ok but they forgot to clarify about the petrol.

Punti negativi: The return of the car not convenient at all. The only have office at the airport of San sebastian. We had to add an extra insurance as they don’t work with allianze that was offer by Kayak. The charge me for one quarter of petrol for 8 ltr at 1.5 euros, plus a Refuelling fee of 16 euros, plus taxes all togehter we paid 178 euros for a fiat 500 for one day whent supposed to be 30 euros. Totally out of budget. The fligts where only 78 euros.