Mietwagen in Barcelona

Negativ: Car broke down and took them one and half days for the problem to be resolved leaving my wife, two little kids and myself stranded in a 200 people town for two days and unable to enjoy the ski trip that we had booked and paid.

Positiv: I got a car

Negativ: 2 hours waiting to get the car. Super expensive insurance costs

Pickup was slow

Positiv: the car was fine

Negativ: pickup was slow and the car wasn't fully cleaned

Awful customer service

Positiv: Absolutely nothing.

Negativ: They were not able to refund me for six days of prepaid rental that I didn’t need. The service was terrible. The kid who gave us the keys told us to drive thru the barrier at the airport. Insurance is completely unaffordable

Wrong drop-off address

Negativ: The address that Kayak pointed me to where I was supposed to drop off the car was wrong. Such address is a Hertz office which deals only for motorbikes and not with cars. This happened late evening on a rainy night, presenting a strong inconvenience. I had to go to another Hertz office which was still open until 10pm, and they explained me that Hertz was having issues since they themselves could not update their own databases so that the wrong address would stop appearing as one of the drop off locations for cars in Barcelona. In fact, I was not the only customer having this issue. When I arrived to the wrong address, even though the office was closed, someone was still there inside who was friendly enough to come out to explain me that they occasionally received customers trying to drop off a car there, and that Hertz for a long time has not been able to update the address. Such a funny thing that they cannot update a wrong record in their own system. I cannot recommend Hertz to anyone after such bad experience. Note: the wrong address in Barcelona used as drop off for cars is Carrer Nicaragua, 48, Barcelona, Spain. So do NOT choose such drop off address if you ever have to rent a car from Hertz.

Rough customer service - buy your insurance online!

Positiv: Easy to book online

Negativ: When we arrived to pick up our car the agent didn’t speak English well, which was completely fine, but he opted to sign us up for the most expensive insurance and prepaid gas without asking. After taking my card he handed me a receipt for nearly 500 euro for our $60 rental. When I asked about alternatives he just tried to keep up selling us with veiled threats. We cancelled and rebooked with Enterprise where the service was honestly incredible and we booked our insurance online minutes in advance. I’m still waiting to see if he actually cancelled.