Hertz Car Rental - San Francisco - Marriott Marquis — Local services in San Francisco

I was very hesitant to pick up a rental from this location after seeing the reviews here. Overall my experience was better than I expected, but worse than any other Hertz experience. After reading numerous reviews about having to wait for vehicles, I decided to pick up my EV rental an hour late to give the team time to ensure my vehicle was ready. When I got to the counter, there was just one employee and I had to wait a half hour for the family in front of me to rent their vehicle. As someone who is a loyalty member, had the app downloaded, and was picking up an EV, there is no reason I should have waited at all. Even the app and emails cited that I should have been able to go straight to the vehicle, but staff informed me I would have to wait at the counter - behind a family taking an hour to book a vehicle - just to receive a slip of paper to show to the valet (who I had to pay) to get the EV I reserved several weeks ago. The valet staff were great, and the car was near immaculate with a full charge, but the pickup experience and additional fee to access the vehicle is ridiculous and not in line with a typical Hertz experience. I do not intend to rent from this...

Poor customer service. I booked an EV rental for one day. When I was picking it up, they told me a $20 pick up charge would be added. They said none of the third party sites (eg Kayak) show this charge, which made me wonder why they don’t bother reaching out to their customers prior to the booking to let them know in order to avoid surprises at pick up.

In addition, I was told that they would be adding in a temporary Charge Purchase Option of $35 that would be refunded as long as I returned the car with 70% charge or more. I picked up the car with 71% charge and returned it with 76% charge. They decided not to remove the charge and are telling me that it’s a non-refundable charge. If they had explained this during pick up, I would not have charged the car.

I’m surprised that earning extra $ by misleading customers is more important than providing proper customer service.

Updated to 3 stars

I received a response from Kim who was able to get the Charge Purchase Option refunded. I appreciate the principle more than the amount and encourage full transparency with all customers to...

Booked a car for 12/11 on Priceline. Went to hotel to rent and waited in line for 15 minutes. Clerk was advising everyone there are no cars available for 1.5 hours. She takes my card and tells me their new card reader cant read priceline rewards Visa card and 100% refuses me service. After she takes care of four other customers, we called priceline to see if they could sort it out with their vendor. Clerk pretends to use their old system and acts like the card now works while priceline rep is on speaker. She tells me I have to walk 10 blocks to get the car but she will still charge $20 valet fee. I get to then next location (another hertz) and after about a half hour of nonsense the new clerk also tells me there’s still no car available for the next 1.5 hours and that their reader at this location doesn’t read priceline rewards card. I just cancel priceline and ask them to refund my insurance premium at this point

Don’t book here ; garbage customer service, unreliable...