Horrid

Punti positivi: The car was fine

Punti negativi: Service upon returning the car was absolutely terrible. We were at the train station in Rome with the car and went in to ask a question at the car return location. Before we knew it he had checked the car in and got angry when we finally conveyed we had a question. He released the car to us. Upon return of the car the following day to the airport there was a scratch on the front bumper and before our flight landed at home we had be charged an additional €500!!!! No forms no nothing. They refused to accept the insurance I bought from your site and I am trying to get all the paperwork together to get the claim in. Also, I have pictures of the from of the car from the day we took it that show the scratch! So NEVER again will I take a car from HERTZ!!!

Pick-up was accommodating, drop-off was painstakin

Punti positivi: Arrived early for pick-up and so car wasn't ready. Staff was very nice and accommodating. Provided another/larger vehicle at same price. Driver who picked us up from the ship port drop-off was particularly nice and polite, and was helpful with all our questions.

Punti negativi: Drop-off at FCO airport was a completely different experience. Two agents standing behind a small desk-stand, were too busy chatting between themselves, and making seemingly random markings on paperwork. I'm the only customer in sight, and at least three minutes go by before one of them finally acknowledges that I exist and tells me they'll be with me in a few minutes. Five more minutes go by and the same agent begins to "help" me. After a slow walk to the car to get the mileage and fuel level, she asks about filling up, and where and when did I fill it up, and asking if she could see the receipt. At that point, my wife was at the ticket counter and she had the receipt, but I assured the agent that I HAD filed it up and that the fuel gauge was exactly where it was when I picked the car up (on the 'F' line, but not above it, as is typical). After scolding me for not bringing that to the attention of the agents when I picked it up, she told me that next time I won't be so lucky, and would be charged the additional 170 euros for not bringing it back full... unbelievable! Then a slow walk to a small office to see her manager who had to finalize the paperwork. A few comments back and forth between them in Italian (I'm pretty sure she was complaining the the manager about the "fuel situation"), and then the manager commences pecking a few keystrokes per screen on what seemed like a dozen or so screens before paperwork starting printing, and I was overcharged by about 30 euros above what I expected. I wasn't going to challenge anything at that point, I needed to get to my flight (I made it with only 20 minutes to spare. Had anything else gone unexpectedly, we might have missed the flight!) What would normally have taken 5 minutes in the US, took about 35 minutes, and came with a helping of attitude and derision as well. Not happy!