Enterprise Rent-A-Car

Dillon Valli was very helpful at the Planet Hollywood location. He was thorough and pleasant as he walked us through making all the necessary decisions for our road trip. He was able to give us a new car and made sure we would be comfortable. I will be a returning customer!
Apr 5th, 2024

Went to this location twice within operating hours. Nobody is there. Booked a car at 9am. Nobody showed up. Called number at desk, nobody picked up. Almost ruined vacation because we needed a car to reach our next stop. Absolutely terrible, would not recommend.
Mar 29th, 2024

Rented from location at Planet Hollywood on 2/21/24. To be clear, I would give the associate there (Chris) 5 stars, I would give Enterprise 1 star. To elaborate, our reservation time was 10:00am, we went to the counter at 9:45am. There was no one behind the counter and from talking with other guests they had reservation times as early as 9:00am. With only one person working, it is impossible to get customers out on the road on time. Chris did his best though doing all of the check in for the 5 parties of renters consecutively then taking us all out to the parking area at once to save time. Each party had to sign off on the car they were renting which takes time. Chris was efficient here too and gave us a 10% discount and a free upgrade, however, we did not leave until 10:45. I could have lived with that, nothing ever works out perfectly, however, the return was a nightmare. Although our rental period was through 10:00 am the following day, we returned early, approximately 8:00pm. At that point the 6(?) Enterprise spaces, where we were told to park, were full and there were 3 additional cars blocking those in, literally no concrete area to put a car, or believe me, I would have. On our loop around the parking roundabout we were told by security not to park anywhere other than the Enterprise spots or the car would be towed, consistent with what were told. So, I called the Planet Hollywood Enterprise desk number, it was 8:00pm, I know there is no one behind the desk, but, I expected it to forward somewhere. Wrong! the Voice message simply says call back when we are open. Next, I opened up the Enterprise app, there is a link to the customer support number. Perfect, I will call that. Well since I had not been in an accident, I did not need roadside assistance, and I did not want to upgrade my account, I was given the message to call back when they are open. This is 2024, you can't have your customer support number forward to someone somewhere? I ultimately left the car in the 'pay' lot and returned the key with a ticket and a note explaining the situation. To their credit, Enterprise did not charge me anything additional for how I left it, that was worth a star, the service from Chris was the other two. It is my opinion that the company is putting the associate in an impossible situation to provide a good experience. Also my opinion that no one is considering the logistics of 12 cars returning within a 12 hour period when you have space for 6.
Mar 7th, 2024

It's a small operation so plan on arriving early to your scheduled time so you're not late to your activities. With that said I was there at opening and was a flawless transaction. Parking is a little unique but just know you can block other enterprise cars at drop off without concern. Parking is close to the enterprise desk which is very nice. Enterprise desk is right by planet hollywood check in so just follow signs to PH check in and you'll be good. Would use again!
Mar 6th, 2024

Showed up at 1:30pm when they opened to pick up my car rental, but there was a sign saying to go to enterprise at Paris - annoying! but we trek over to Paris, or at least try to find it, but was unknowingly directed to enterprise at Horseshoe. Upon arrival they also had a sign indicating they were away from the desk and to call the phone number for immediate assistance, so I called and its just an automated number and couldnt get anyone to answer. At this point its almost 3pm and I still havent found the desk at Paris. I again attempted to find the desk at Paris which I found with minutes to spare before they closed. However.they were already closed despite their hours saying they were open 1:30-3pm. I called the phone number they had listed and managed to get through to someone only for him to tell me I didnt show up at my scheduled time and I didnt call anyone. Wow, was I livid. I wasted 90 minutes of my time trying to find an open kiosk. Only to be told I was basically lying and its my fault, and theres nothing they can do. This really ruined my opinion of enterprise and I will never deal with them again. I will continue to bring my business to Avis/budget.
Nov 17th, 2023