National Car Rental

These guys are great. Highy recommended. I mistakenly left my Ipad in the vehicle. The manager Mr Anderson Pang contacted me and Fedexed it to my home address in Texas.
Jul 23rd, 2021

The customer service has always been great at National up until my most recent trip to Hawaii. For my most recent trip to Hawaii, I reserved my car on my National app how I always do, and I made a reservation for 12 PM on July 3rd to pick up at the Waikiki Hawaiian Village Hilton Resort. On July 3rd, I was dropped off at the resort to pick up the car. It was extremely hard to find the location to pick up the car, and I had not received any message that this specific location had been bought out by enterprise, and there were no directions as to how to get to the office. Once I finally got there, it was a few minutes after 12 PM and the office was closed. I didn’t understand how the system would let me book a reservation for 12 PM if the office closes at 12 PM. So I had to haul my enormous suitcases through a 20 minute walk to get to my hotel. The next day I came back as soon as they opened and I spoke to the assistant manager. I told him the situation and how inconvenient it was and he told me that it was my fault that I didn’t look at the hours of operation for their office and that there was nothing he could do. He was extremely rude and unapologetic. His logic made no sense, because if I’m able to make a reservation for 12pm but your office closes at 12pm, how is that my fault? Also, the car he gave me was dirty!!! I asked for his manager’s card and emailed her about the situation. She never replied, and I will never be using National again. UPDATE: National replied to my review and told me to send an email to their customer service team. I sent an email explaining my situation to the email address they provided me. They then said they would have the manager at the branch help me, and had the SAME assistant manager contact me who was extremely rude and unhelpful to me in the first place when I picked up the car originally. I don’t know if this branch doesn’t have a branch manager but they just sent me back to the same person who caused me all the problems in the first place.
Jul 22nd, 2021

Great car rental experience! I really like the employees here as they seem like they know what they’re doing and they can talk to you in that manner as well. For example, a lot of employees at other companies will seem to repeat their policies again and again by the book, like a broken tape recorder when you inquire about something slightly uncommon or question their policy. Meanwhile, the people I’ve encountered at this National location are capable, fair and clear. I rented a car for a month, during which there was some damage to the car, and the checkout process was smooth and I was able to get clear answers to all the questions that I needed to submit the claim to my CC insurance company. However, I will note that if you’re renting a car for a long time (probably over a week), and you need your original signed rental agreement, they will not be able to get that for you when you return the car as they would have mailed that out to the corporate office already. Make sure to take a picture. Otherwise, you need to email someone at their corporate office and they will try to find it. I also rented a car for a week during which the windshield got smashed and the process to call their corporate roadside service number to replace the car at the airport (as this location was closed) was also quick and easy. My rentals were all for 8 AM pickups and there was never a long line and the car was available. The after hours drop off is also very convenient, especially if you want to avoid an extra night of parking fees. You just get your receipt emailed to you the next day. Just some FYI on how their reservation system works (and I believe how all the major car rental companies works) when cars are sold out: - You need to reserve online weeks or months in advance - If you want to pick up your car 1 or more days late and its sold out if you try to make a new reservation, that is NOT possible, even though it should make sense that its possible, that just not how the system works and the employees can’t help you and if you don't pick it up on your reservation date you WILL lose the car - If you want to return your car early or late, that is totally fine as long as you pick up the car on the date you’ve reserved it. If you’re returning it early and you know that in advance, they can modify it for you at the counter. If you need to return it late, they may or may not be able to modify that for you at the counter, but you can return it late anyways and you will just be charged for the extra day(s) - You might be able to get a walk-in rental if you come close to when they close/later in the day when they’re not as busy and they have car(s) leftover - You cannot change the return location to the airport if you rented from this location and you don't already have that on your reservation. To avoid the surcharge during the rental car shortage, try to see if you have a corporate discount code or another rental car discount code from something like an AAA membership. I also liked that they never questioned my corporate discount code. When I rented from both Hertz and National, Hertz kept repeating “We need to see proof of employment, like a recent payroll” and when I said I left my work phone at home and I’ll go grab it, the lady implied that she did not believe me and repeated that multiple times with a questioning tone. Meanwhile, National at this location never questioned or asked for proof on whether I actually worked for my employer.
Jun 29th, 2021

They NEVER answer the phone
Jun 26th, 2021

The associates at the Hilton Hawaiian Resort location provided exceptional service and answered all my questions. Even though they had a line, they are very patient and the wait was very short. The van I received was very clean. I will definitely return for future vehicle rentals.
May 31st, 2021