Hertz - Oahu, Honolulu - Hyatt Regency Waikiki Beach Arvostelua 

The check in time just to see someone to start the process took 30 minutes. It took almost another 30 minutes to wait for ny car to pull out of the parking lot so that I could finally start my day.

Location only had one entrance and was labeled as GOLD all customers waited in the same line for hours. Most reserved cars needed to be moved from an off-site location. Vehicles are processed so quickly basic maintenance and functional inspections are skipping things. Oil, wipers, and lights all needed replacements. Vehicle safety was queationable. For the volume of customers additional checkin options would help a lot. Booking process skipped around, advanced before processing all information that was stated to be required. After counter processing vehicles were not made available based on the order customers started waiting in the designated area.

It took us 2 hours to get our car. Everyone at this location is doing the best they can, but there are far too many rentals and not enough staff to cover it all.

The vehicle pickup was quick and the car was in great condition, but they seemed severely understaffed at the reservation check-in desk. So many people gathered in the morning to pick up their cars, and we had to wait for over an hour just to get in after confirming our reservation. Despite being a major tourist spot, the staff count felt quite insufficient.

I have hertz Presidential circle where I was promise to just come in and grab the car and go, no waiting in line. This is so FALSE! I had to wait in line with a bunch of other presidential circle members to check in which took 30 mins and then I had to wait 2 hours to finally get our car because it wasn’t ready yet. This is unbelievable, wasted our day when we could have done something more fun on vacation and I could have booked at the car rental in my hotel which would have been 15 mins top. I would not go here to rent a car unless you want to waste 2.5 hours of your time. Some ppl came after us and they got their car before us.

Everyone was extremely nice and once the process was finalized everything is convenient however your wait time is beyond ridiculous. Over an hour to be serviced. Lines were ridiculous and not enough staff.

Beside the extensive wait every else was just fine

You have to wait in a line to check in whether you have a reservation or not. We went on a Wednesday morning at 8 am and waited just over 1 hour. Great customer service from Redd at the service counter! Redd is the reason for the 5 star rating.

Easy to pick up. Friendly staff

Booking on app was easy. Pickup with Hetz Gold was a breeze, even at hotel rental office, which was VERY busy. I was able to skip all the lines and had a shorter wait time than other customers to get my car. Return at another location was easy too, though it would have helped to have a closer return location in west side of Oahu (Ko olina location that is open to public - ie non military base location). Car worked well. All was smooth.

My pick up time was 10 am but i got the car at 1 pm. I had to wait in queue for 3 hours because car was not available. I also lost money from the bookings i had done for that day. Terrible service and no accountability.

Extra long lines to get the car. There was only one person helping everyone.

3 hour wait for car which was then not available despite reservation. terrible place. worst ever

We waited 2.5 hours for our car to arrive. This ruined our whole morning and made us miss our excursion. Then they gave us the vehicle only 3/4 full. We refilled it back to 3/4 but they charged us for a full tank even though we didn’t get a full tank. Their customer service is terrible. We have been waiting for 10 days for a response from them. I will never use them again or recommend them.

The pickup process is Waikiki was horrible. Over an hour when i was the 4th in line when they opened. Will never rent from them again at this location and will stick with Avis (they didnt have a car when i needed it).

Long lines, no car available after waiting for two hours. Bad signage.

If I could give a zero rating, I would. Horrible experience. It took about 3 hours to get the car causing us to miss an excursion we had scheduled that we paid a lot of money for.

We booked the car rental weeks in advanced. Then on the date of the rental we got there when the website said it was open at 8am and there was already a line of 5 or so parties ahead of us and it took over an hour for our turn to check in. When we did check in it was super quick (like 5 minutes) cause we already booked everything. I’m not sure why everyone else in front of us took so long to check in but we shouldn’t have had to wait when we already booked the car. There should be two lines, one for the people like us who are organized and pre booked and only take 5 minutes to check in at the front desk and then a second line for people who will take a long time like not being pre booked or having issues, etc

Then after we checked in we were sent down to the garage where we had to wait like another 2 hours to get the car. We were told the wait was due to Hertz being over booked and not enough employees to go get the cars. This is consumer fraud to be over booking and not having enough cars available. If we book a car for a certain date, then the car should be there ready and waiting for us. I am never using Hertz again if there are other rental agencies available