Hertz Car Rental - Lihue Airport

Reviews

Reviews are sorted by relevance, with the most helpful and insightful feedback listed first for easy reference.

  Lake Sho
a week ago
Holy DO NOT GO HERE.As a President s Circle member, I got to the location and my name was not on the board. Instead, I was asked to wait in line for 45 minutes. I had no special circumstances or requests, just a normal reservation for a sedan. When asked why my reservation was not ready and name not on the board, I was told the employee forgot to update my name. While waiting, several members were President s circle members and received their car instantly upon arriving from the shuttle.A couple miles after receiving the rental, the check engine light randomly came on as well as another brake malfunction error light. I called the location at 1:30PM several times, to which no one answered. A couple hours later I tried calling again, no one answered. I gave up and drove the car with all the warning lights on for the duration of my rental. Seems like they do not care to help customers and are unwilling to help.Upon returning the car, I was told by the agent I would receive my receipt instantly. It is now 3 hours past and I have not received anything.Calling the location once again did nothing as no one answered the phone during all daytime business hours.Overall, this Hertz location is an awful place to rent and I am extremely disappointed and unsatisfied with my experience. I do not recommend anyone rent here unless you d like this type of service even at the highest level of rewards membership.Update: returned the car on time. Return was not processed correctly by agent. Never got the receipt until 5 hours later, which is when the agent marked the drop off time. So my receipt says it s 5 hours late and they charged me an extra day for it even though I returned the car on time. Would give 0 or negative stars if possible.

  Mia Morgan
2 months ago
The easiest car rental process I ve ever gone through! I reserved the vehicle through third party as this was the cheapest deal. They offered larger vehicle for less money than compact one!I beat the lines by leaving my party at the airport to fetch the luggage, while I walked over to the rental office.I was the first one in line and drove out the place when the shuttle from the flight arrived.The vehicle was great although it didn t have any wiper fluid left. The staff was friendly from first to last encounter!Will be sure to use Hertz from here on out.

  Brianflyboy
3 months ago
Car was ready. Gold plus is a must. Walked up got in car and drove away. Not the newest rental or the cleanest. Still had red mud on the sides. But overall easy in and out.

  Julie T.
a month ago
Best Hertz Ever! This was a seamless car rental! We are Gold members so pickup was fast and easy! Simply find your name on the electronic board and head to the designated stall number. No line, no wait. The shuttle ride was fast and easy and the drivers were very helpful!!! The car was great! We couldn t ask for much more from a car rental!!

  BY (Flyinhawaiian)
a year ago
Happy with Hertz on our resent trip to Kauai . Shuttle bus picked up and dropped off supper fast! Pickup and drop off was quick and very efficient! We had a flat tire and the exchange process we very efficient. Still not sure if I m on the hook for the tire. I ll let you know how it goes. Overall service was good!!!

  Grant G
3 months ago
Worked for us, had our jeep on the board to immediately walk out to (presidents club: but note, no sections to choose your own car).Jeep didn t have power windows (no big deal) but also no power locks; which was eventually an annoyance even with just 2 of us. Have been a JKU owner for 15 years and just can t imagine why they re ordering these without power locks; they re built for taking the doors off just as easy with the power locks and I doubt many renters are risking taking the doors on/off anyhow?? If you have a car full of kids you might want to double check on this as it isn t that quick to reach around to all the doors + manually unlock the tailgate to load/unload stuff.Return: Easy, just be aware there s 24/7 self drop. A shuttle bus blocks the driveway. I know few are flying this early but if you are just be aware; this could potentially be a problem with a late night drop as well.

  Chris Hu
2 days ago
Many reasons to avoid Hertz.1. For those coming from a cruise ship like me, Hertz don't offer a shuttle to the pier. Using Hertz could necessitate a taxi or Uber/Lyft, costing between $13-$45 per trip. Lyft offers better rates at $13, whereas Uber can charge over $40.I noticed other company like Sixt has shuttle and believe Avis/Budget/Payless ,Alamo etc also have shuttle service (please confirm).2. The wait was unreasonably long. With only 3-5 people ahead of me and two staff members working, it took over 40+ minutes before I was signaled to enter. It seems they are still operating in Covid Mode (March 2024). Everyone must wait outside the building, waiting for a call to enter through one door and exit through another.Upon entering through the right door, I was promptly asked to leave because it was an exit, forcing me to re-enter through the left door.3. Passport! Surprisingly, they requested a passport to rent a car!! They threatened to invalidate my reservation if I couldn't provide one, a requirement not mentioned at the time of booking.4. Due to concerns about overnight parking at the pier, I made two separate prepaid reservations for March 14th and March 15th. Faced with the long wait and no shuttle, I asked if I could combine the two reservations to avoid returning and re-renting the car. The staff agreed and mentioned airport parking, which I used. However, I was charged for an extra day upon return, effectively losing the value of my second reservation. It appears the reservation was not combined as agreed.5. Attempts to contact the location by phone from the cruise ship were unsuccessful.6. Seeking assistance from Hertz online customer service like a joke. It only led to responses that ignored the issue of the second reservation. It's another funny long story, and It made me decided post this review here.

  John E
a month ago
Beware of added charges you did not agree to from this location. We reserved a minivan for our recent trip. Added Loss Damage Waiver due to car theft risk and damage from rough roads in Kauai. We went to our van and there was significant damage to all sides of the van from paint damage to sheet metal damage. *photograph your vehicle at pickup, all sides FYI to protect yourself*. tire pressure was very low = dangerous handling and mileage. The agent also added personal effect and personal accident insurance up-charging me $60, after I declined this add on. Don't take the fuel add, as they do not refund you any amount if returned full. Agent said that fuel from them was cheaper which was not the case, fuel from Hertz is the same price and they keep the tank of fuel you show up with, a taking. All in all, the vehicle worked, but my final bill increased 45% from starting agreed to price for my week long rental which included tax. Shady business Hertz. Will no longer be doing business with you in the future.

  Hapa
5 months ago
Edit: from 2 to 3 stars because aunty at the desk was very sweet and courteous. We even had a laugh together about how ridiculous the waiting queue has no seats for customers.1 agent, wait outside, no seating while waiting. Such a sloppy outfit, but expected of Hurtz

  Maria Abdala
4 weeks ago
From picking up our car on arrival to dropping it off on departure, everything went smoothly. The shuttles come around often. The lady who checks the cars when they are dropped off, went above and beyond for me. I had left my water bottle in the back seat. No one else seemed willing to help me retrieve it except her. She sent a young lady to where the car had been taken to look for it and let me know right away that the young lady confirmed she had found it and was bringing it. My family will definitely use Hertz again.

  Nate O'Neel
2 weeks ago
Very slow at bringing the car up. We sat for 1.5 hr waiting for them to bring the car up. Suggest another rental place.Update: Tried calling three times to further discuss. The phone rang about 20 times before someone picked up the phone hung up. I waited 15mins between calls and same response. They pickup and then immediately hung up.

  Mike Schabel
3 months ago
The Hertz location did not close out my contract upon the car being returned, resulting in many calls from and with Hertz Corporate to get this resolved. The location has not responded to corporate, and nobody will answer the phone locally to help resolve this. Meanwhile, they keep wanting to charge my credit card for additional days where they think the car is in my possession. As I can't get a response from anyone, my last attempt will be to write a poor review in hopes that customer service jumps in to help. I've never had this experience at any Hertz location....

  k m
3 days ago
This should be zero stars. I just want to say how profoundly disappointed I am in Hertz at the Lihue airport in Kauai, and how I will never rent from Hertz or its affiliates again. I made the mistake of booking with them online and choosing the prepay option, but could not find any discount code. When we arrived in Lihue, I asked if there are any discounts for Kama ina or for being a nurse and was told by the woman that checked us in that there would have been a discount but that she could not honor it because I prepaid the reservation. We then met up with some friends who are staying for the month...their rental with Hertz for the same exact car cost them $1200 for the month, and ours cost $900 for just 5 days! I feel like that is just disgusting, that there is absolutely no service recovery, and that they took advantage. My husband always uses Turo and pays so much less, and he has convinced me to do the same from now on. I made a joke, saying "that Hertz!" when telling this story to friends and they shared that I should spread this message widely. I am sad that there was no effort to help me with this at all. Do not rent from Hertz, you will be taken advantage of.

  Brandon Batt
3 months ago
This place will ruin your vacation I guarantee it. They forced my wife to cancel our reservation and create a new one because we didn t have the card on file due to theft. We are out thousands of dollars because their antiquated system and incompetent staff couldn t find a solution to honor our original reservation pricing. We are gold members and come every year.Need proof? Try reaching somebody at their front desk. The line will ring for days. Even if you try to make a change or notify them of an updated payment method, you won t be able to talk to anyone.I wholeheartedly recommend you go with a different company or use a hotel based branch. Save your sanity and your vacation!We ll never use Hertz at Lihue ever again. Get it together.

  Michael Crawley
4 weeks ago
Holy hell clean your cars. Asked for a change and still got a car with dirt and sand on the inside. We just gave up and took the second car since there wasn t you know something gross on the drivers seat

  Kai
6 months ago
People are more inclined to leave bad reviews when something goes wrong than leave good reviews when things go well, so I'll try to do my part by reporting an extremely good experience.Everything went smoothly. The shuttle comes often and brings you to the parking lot in less than 5 minutes. We waited less than 15 minutes for our turn, were done in 5. We booked through a third party, no issues with that, no hard upsells.In fact, the lady at the Desk, Dori, was extremely friendly and pleasant to work with.The car was nice, new, and clean. Returns were similarly easy. No surprises, everything was great. Would go with Hertz again any time.

  Felicia Yen
7 months ago
Terrible customer service! The lady was so rude and rejected my request to use the other credit card that I have put on my member profile. I called Hertz customer service center and the agent told me the lady at airport branch was wrong but he couldn't do anything to fix it. Well done , Hertz. You just lose a Gold member.

  Mayura Shekatkar
7 months ago
If you booked online with Hertz then be prepared to wait for 2-3 hours just to pickup car. All cars are moderately running condition. WASTE OF MONEY AND TIME!I waited for a car from 7 p.m. to 9 p.m. did 6 rounds to service desk women then got a internally dirty car.So by the time I reached my hotel all restaurants are closed and have to sleep without food. Also one minor scratch on outside.

  Winifred Jones
a year ago
Wait for hours outside in humid heat at Hertz. Get your debit card declined because they say it doesn't have 500$ for the deposit and get told "maybe you should go to the bank to put more money in it, I don't know, we got other people to help you need to move." And also "We can call an Uber for you, it will cost 80$ to northshore". They can't call Uber for me, only I can get them with my own account. What am I going to do in Kauai without a car, take a bus to the bank? There isn't a real bus system on this rural island, hence the reason Hertz and other car rental companies need to be more responsible for the folks who have a reservation with them. They don't take cash. I had 2k in cash, I'm not poor, I just don't want to get gouged due to their incompetence.Ruined two days of a 5 day vacation, I had to pay 3-5X more than I reserved cars for, and maybe 8 hours in the phone getting nowhere when I could finally talk to a person from National hertz customer service. There is NO WAY to contact Hertz counter in Lihue. Nobody to pick up the phone. It was an absolute nightmare. Don't book with them.They had only one desk agent for this huge line of renters on the second day I had to go to try to pick up my reservation hoping they fixed whatever issue they were having with their system. I was fifth in line and it took 45 minutes. I can't even imagine how long it took these 35-50 people.

  Allison J
4 months ago
Car was in very, very rough shape. Dents and scrapes on every side of the car. The lady behind the counter was very kind with getting me checked in and gave tips on must see items on the island. She is the reason for 2 stars. At drop off I brought up issues with the car such as alignment and a rough ride. Lady accepting my return ignored me. Had issues and questions throughout the day along with a lost item after drop off. Tried calling 10+ times with NO answer and the call just ended. My first and last time with Hertz Car Rental.***IF YOU ARE COMING IN VIA CRUISE SHIP USE ANOTHER CAR RENTAL*** Sixt, Avis, and Budget have COMPLIMENTARY shuttle service to and from the cruise terminal all day.

  Ben Slivka
2 months ago
We rented a 4-door jeep. They gave us a soft-top. It seemed noisy inside, but we couldn't figure out why. Finally discovered that the left and right rear side plast windows were not attached at the top! Poor service checklist! Also, four doors and the rear door are MANUAL locking. Hertz really shouldn't rent this configuration. Rent only hardtop jeeps with automatic central locking. Will not rent a Jeep from Hertz again.

  Chris Hollamon
2 months ago
The people that work here are rude. They laughed at my wife when she was struggling to get the trunk to open. Upon return I tried to explain that the windshield wipers made it unable to drive in the rain and the car pulls hard to the left when breaking. I got a blank stare from one employee. The only other one was sitting in the back of a different car with his headphones on, staring at his phone. Other than that, it was great

  Orin
2 months ago
Rented/reserved through Expedia and was not charged any additional fees. Quick pickup and drop off to the terminal. Unfortunately at pickup my initial credit card had declined for the deposit and the attendant asked me to call the number that was showing on their screen. The number was for merchant solutions and I told the attendant that they were supposed to call, however they declined to do so for some odd reason. I ended up using another credit card, but just found it inconvenient that the attendant wouldn't call the credit card company.

  David Mishler
a month ago
Deceitful practices in charging for add-ons/insurance even after declining, resulting in hundreds of dollars of unintended charges. Have NEVER had this issue with any other car rental organization. Will be going back to National after this atrocious experience. What a way to end a Hawaii vacation...EDIT: Customer service was unable to resolve this and I was essentially told "too bad", and the follow up post on this review is pointing to Facebook Messenger rather than any official Hertz system or channel. Seems at least unprofessional if not fishy.

  elizabeth livingston
6 months ago
I am giving this a 1 star because it took 2.5 hours to get our rental car. It was not the one and only employees' fault. The guy behind the counter was working alone. He had a very great attitude and was doing his very best, even though some people were very rude to him. He kept his clam and did what he could do to make the customer happy. He had great customer service and kept a smile on his face.

  Christian Matte
a month ago
Tldr: car was in a good condition and clean, staff is really unfriendly and unwelcoming.They will answer with the same standardized answer anyway but still:If the first words you want to here when you land on Kauai are: Are you a gold-member? or Gold-member? (depending on who of the ladies you talk to to) this is the place to be. I have rarely been to a rental this unwelcoming, not a single smile on their faces. Car did what it was supposed to do, no issues at all and cleaner than competitors on the other islands.

  Leon Mozambique
2 weeks ago
the staff are extremely mean and bad tempered. I suspect because it is the beginning of the month and rent is due, they are angry at tourists for pricing them out and jacking up the cost of housing and living. thus, they take their pent up anger and frustration on innocent tourists. Like I understand it is a frustrating time financially when rent is due but it s not our fault that you re working a minimum wagejob. Very rude people and not aloha at all.

  Simon Briant
3 months ago
TLDR: Go to Sixt instead.Made a Hertz reservation over a month ago prepaid for 5 days in Kauai. Upon arrival, they couldn t access the reservation because the card on file had changed (Amex issued us a new card recently). The only way to change the card on file was by calling customer service, which was closed. We were asked to make a one day reservation and come back the next day to sort it out. It would have been $200 for the single day rental (on top of the reservation we already had). Decided to take a $35 Uber to the hotel instead and try to figure it out the next morning.We called Customer Service in the morning and was told there was nothing they can do to edit the reservation because the rental has passed (we had pre-paid for 5 days and it was 10 hours since we were at the counter for our scheduled pickup time). So we were SOL on an entire prepaid reservation because a card on file couldn t be changed at the counter. Absolutely insane outdated tech in 2024. Give your employees tools to do their jobs correctly and take care of your customers.All this nonsense while being a president s circle member.Will be renting from Sixt from now onwards. They saved our vacation and matched my Hertz status.

  Jamie Yu
2 weeks ago
Waited in line for 20 mins then another 10 mins before I told the attendant that the car was in the lot. Then it was pulled into a line to get washed... another 30 mins.

  Mike M-C
6 months ago
Judging by the reviews, you'd think you were renting from satan directly in hell... but they couldn't be more overblown.Yes, this is a smaller Hawaiian airport location that does a lot of business (its not LAX). Yes, even if you are a Gold or higher member, you may arrive and find your name not on the board and have to speak to someone to help you. Yes, even if your name is on the board you may still have to wait for them to bring out your contract and keys. And Yes, even if you didn't make a gold reservation (or any reservation at all, I guess, though I don't get that in 2023), and you have to wait in line to go inside, you will still make it through the line.Try to relax and remember you are on island time, and yes, it does suck to stand out in the heat, but your vacation plans will still be waiting for you. Also remember these employees deal with grumpy tourists every single day, just cut them a little slack if you can manage it.The only real problem we had was were given a fairly new Malibu that should have driven fine but was having major mechanical issues. I don't like to ever go back and ask for an exchange, but after some driving and repeated issues hiked back over to Hertz, and they couldn't have been nicer about it. They swapped us out into a better vehicle and had us on our way again in about 15 minutes.With planning, patience, and a little understanding you'll be on your way and out to explore!