1.9 HorribleOct 12 2021
We arrived to pick up our vehicle after the office closed at 5:00 Our plane landed at 5:30. We called the 800# (no one was at the actual location when we went by) and customer service told us, no problem, your car is prepaid - they will hold it for 24 hours. We stayed overnight locally, and we arrived at the location right at 8:00 when the office opened and they had already rented our car to someone else and we were told they had no more cars available. The office told us they only had an obligation to hold the car for 2 hours. Called customer service back and was told the 24 hour hold on a pre-paid car was just a courtesy and that the location was allowed to rent it to another customer if it wasn't picked up within two hours of the pick up time. That information would have been helpful the night before. Just a really unfortunate set of circumstances. When we tried to rent from another rental company, the rates were off the charts - $1,600 for 4 days for the last couple of vehicles left in the area. No one had cars. So this office rented to the next person for probably much more than we paid since availability was low and we had made our pre-paid reservation weeks before. We were told that we should have called the location, we did, but no one was there, so we called the 800#. Just a terrible reservation and communication system.
1.9 HorribleOct 10 2021
Had to go offsite from airport to pick up car. Waited 20 minutes and then was given an unclean car with half a tank of gas.
10.0 ExcellentSep 27 2021
Staff at pick up and drop off were helpful, friendly and efficient.
5.9 OkaySep 21 2021
I went to pick up my small SUV reservation. I walk in and the front desk attendant told me they only have cargo vans left. 5 minutes later, somehow they had minivans, which were supposed to be reserved for tomorrow’s reservations, but 4 of us walked in and were waiting. They started the day with 50 reservations and only had 30 cars. There was only one gentleman working but 2 people were walking around saying “we’ll be right with you” - I’m not sure their purpose. The one gentleman helping me wasn’t super helpful prior to finding a minivan. Just shrugging his shoulders about my reservation.
10.0 ExcellentSep 16 2021
The rental location was terrific. I wish that it was made clearer to me that I was not renting from a location that was shuttled to/from the airport and that I would have to hire someone to drive me there. I understand that this was my error, but it has taught me that I can’t rely on Kayak to provide that information.
1.9 HorribleAug 21 2021
When I went to pick up the car there wasn’t a car available. Had to rent from National instead
5.9 OkayAug 19 2021
Staff was great, cheerful. No problem with our rep. When I reserved it I had searched Albany Airport but was unknowingly given the location in downtown Albany-5 miles away. No shuttle, had to find our own ride to location. They wouldn’t let us return to the Hertz airport location either, so we had to get another ride. Very inconvenient. Car was not ready for pickup, they had to clean it and take it to gas station to fill up, then brought it back to Hertz. It was inundated with Febreez odor, so much it was hard to breathe. As it wore off it reeked of cigarettes. We had to keep febreezing it during the week. Other than the odor, the car ran fine and was bigger than what I had reserved, which was appreciated.
1.9 HorribleAug 18 2021
Bad hours, difficult to reach and get information.
3.9 MediocreAug 1 2021
We booked the rental vehicle to be picked up at 5 but we got there to find out they closed at 5 so had to book a hotel and pick up the next day. It was a super pain! I feel like there was some communication lapse between the location and kayak/Priceline.
1.9 HorribleJul 26 2021
Our flight landed in Albany at 4:05. We walk over to the Hertz counter after waiting in line for 30 minutes and the lady says your rental is not here it’s at an offsite location. I pay for an Uber and by the time we get to the other Hertz it’s closed. The attendant is still there but would not open the door. There’s a sheet of paper covering their hours with new hours and they closed now at 5pm. He said come back at 8am tomorrow. My daughter had a hockey game 2 hours away the next morning so I needed the car. I called Hertz. They said if I go back to the airport I can get a rental there but it will be another $863. I Uber back to the airport and they are overbooked by 60 cars. I ended paying $200 for an Uber to take us to our hotel in Massachusetts, never picked up the car, the supervisor at Hertz wouldn’t speak to me, and I’m out all of the money I spent on the rental plus all of the Uber fees I paid all weekend. I also had to change my flight because I had no means of getting back to Albany which cost me $400 more to fly out of Boston. I will never rent through Kayak or Hertz ever again.