Hertz Car Rental - Santa Monica - Santa Monica Central HLE

Want to start by acknowledging the hard working team at this location imagine this is not an easy job from consideration of logistics to customer service and beyond. That appreciation shared, I want to share my recent experience which surprised me a bit as it played out counter to prior experiences with Hertz. Admittedly I had a reservation for an 8 am pick-up, and due to schedules changing, I arrived at 10 am to pick-up the vehicle, only to learn it had been given out to someone else, without a phone call or heads up to me. The explanation was that they cant possibly call someone who doesnt show-up. While I can understand that feedback up to a point, as a long-standing Presidents Circle member, this is not the standard experience I have had across Hertz locations. Typically a courtesy call to see if a customer is running late is common practice. I share this specific experience because it was a bit unexpected, and inconvenient, to not have a car when a reservation existed and the contract started running at 8 am with my assigned pick-up. I have also reviewed the agreement I was emailed and it says that if a customer doesnt show up the day of the reservation it can be canceled, but not within two hours, for example. This is something to keep in mind if renting from this location they may have different policies about pick-up windows.
Mar 2nd, 2024

Great professional service at the counter. Thank you!
Jan 24th, 2024

Jan 6th, 2024

They gave me a Kia Soul. Got excellent gas mileage Was big enough to fit all of my luggage
Jan 2nd, 2024

This experience deserves no stars. This company had really disappointing customer service. They called me 30 minutes before the reservation time to let me know the morning of they had no Cars for me and would not be able to help. Because i Didnt receive the message until I got there I took a Lyft there. There was no offer for reimbursement or to help find another car at another location. When I expressed my disappointment in the service renting from a company like hertz they were cold and made it seem like it was my fault. I was horribly dissapointed and just wanted to pass on this place is not a reliable source for picking up your cars.
Jan 2nd, 2024