National Car Rental — Local services in Erlanger

My recent experience at CVG Airport was deeply disappointing and not in line with my experience as an Executive Emerald Club member.

Upon arrival, I searched the garage for my reserved car class (luxury). No one was available to help. After several minutes, a staff member finally approached, apologized for the delay due to “short staffing,” and brought me to the luxury SUVs, explaining that no sedans were available. We walked to a small booth with four keys laid out, and she asked which one I wanted and chose the Genesis.

After realizing the Genesis lacked a USB-C port and struggling to connect Apple CarPlay, I opted to switch to a nearby Cadillac that had the required input.

After waiting roughly 10 minutes for further assistance (to the point where other customers mistook me for an employee), I decided to grab the Cadillac keys from the same, unlocked booth. I then noticed the initial attendant a bit further away and explained the switch, which she confirmed was fine.

However, just as I was about to leave, an unidentified, unbadged man aggressively confronted me at the driver’s side door, questioning my actions. He gave no introduction or context, having no visible uniform or identification. He insisted I couldn’t just “help myself” to the car, which directly contradicts the Executive Emerald Club’s self-service model. I tried to explain the situation, but his tone remained accusatory and combative.

I apologized for the misunderstanding, as I really just wanted to get on my way, given that this whole process had already dragged on far too long for what should have been a simple, under-5-minute checkout.

Moments later, another individual approached, identifying himself as the “night manager.” Rather than de-escalating the situation, he berated me for supposedly bypassing their process, took the keys without explanation, and walked off into the garage. When he finally returned, he condescendingly warned me that I could be banned for my behavior (behavior that was perfectly in line with National’s advertised rental process). He even mentioned something about a “locked safe” in the booth, which felt entirely irrelevant and out of context. If the booth was so sensitive, it’s unclear why it was left unlocked in the first place. To be clear, the four sets of keys for the luxury SUVs were just sitting there in plain sight. It’s not like I was digging through drawers or rifling through private belongings.

I’m also confused as to why, if they were so “short staffed,” three different people suddenly became involved in this situation. If they had the personnel available to confront me and escalate this incident, why weren’t these additional staff members available to help in the first place? At one point, I was even told I could have gone to the Enterprise booth for help, as that’s apparently where they were hanging out. How was I supposed to know that? I didn’t have an Enterprise reservation, and I had no reason to expect that the staff for National would be lingering in a completely different company’s area.

Throughout all this, I calmly but firmly asked multiple times what they needed from me to get this resolved. But they just kept going in circles, making the whole interaction feel less about customer service and more like a power trip.

The manager also claimed I had been “rude” to the greeter (who was, apparently, the unidentified man). I’m not even sure what a “greeter” is in this context, because at no point was I actually greeted during this entire ordeal. If this person’s role is to welcome customers, they might need a bit of training on, you know, actually greeting people.

Ultimately, this chaotic, 45-minute ordeal left me feeling disrespected, embarrassed, and questioning my loyalty to National. This was a shocking and disappointing departure from the standard I am used to as a business traveler. I understand that short staffing and operational challenges are part of the travel industry, but the unprofessional and confrontational approach from the staff was...

I always rent through National for both work and personal trips. I travel frequently. This was a personal trip Dec. 25th-Jan 1st. Per usual, I p/u first thing in the morning at 6am. This time the car gave me an alert which I realized later that afternoon. The coolant fluid was out. I called and they stated that I could exchange for a different car, great! However, I had to purchase coolant to even get there. No problem. I get to this location (my preferred location) exchange the car and work with supervisor on duty Jaquia (Dominique) assisted me. We agreed on a a customer service gesture for the inconvenience. She sent an initial email Dec. 28th acknowledging the issue and confirming that I should receive the credit to my account within 8-10 days. It’s March 30th and I have not received it. There are countless emails back and forth (they usually take a week or two to respond) and I received a phone call from her on Feb. 24th confirming again yet, I’ve received nothing. I gave two stars instead of one because I rent across the US about once per month and I always have a good experience. And Ron at this location always makes my experience pleasant at 6am at this location. Yet, they can’t seem to keep their word about this issue. I advised that I would right this review if not received a few weeks ago. I will also be contacting their corporate office and the BBB if necessary. Check your cars service lights before placing them out to be rented again. That shouldn’t be too hard. It’s been three months Jaquia, Derek and everyone else on the 38cvg managers...

I absolutely Love National Rent a Car. I fly a lot, I can honestly say 97% of the National locations I have rented from have been positive, productive, and very professional experiences.

While the aforementioned is a great big plus! I can honestly say for the past 20+ years of being an Emerald Isle Member, I am always treated like family at most of the National locations.

i would like to especially acknowledge the the National Team Members at The Cincinnati Airport, Las Vegas Airport, and the Long Beach Airport. Due to a recent family event last week, I had to travel quickly! I was under a lot of stress and worry. However., at each stop of my journey, I met National Team Members that went above and beyond to ensure I left with a smile!

They did not know the stress I was under, but they sure helped ease my stress and sadness by providing exceptional service, and great vehicles (clean, new, sporty & classy).

You may think I am exaggerating, or, possibly I work for National. I assure you, neither is true. I sincerely want you to know that if you rent with National, go without expectations and worry, I trust and hope you have the same great experiences I have!

Thanks for reading and Thanks to National Rent a Car for being one of the last GREAT RENTAL CAR COMPANIES!

By the way, I forgot to mention my home town National location (LAX). Although I did use them on this particular trip, the Los Angeles National Team has provided me with Top Notch service and cars for over 20 years.Thank You LAX...