1.9 Horrible2021 Aug 14
I reserved a car that said it was going to be about $800 usd for 11 days. The staff in Cozumel when I arrived said that the $2700 that was preauthorized on my card was only a deposit and the final charge would be much less. When I returned the vehicle he said he would just email me the final bill which ended up being $2,500 USD, more than triple the original quote. I realize that there were taxes, insurance etc but even the core cost of the rental was $1700 usd, still more than twice the original quote. I tried calling customer service but could not reach anyone.
10.0 Excellent2021 Mar 24
Staff was very friendly and helpful. Pick-up was at the airport directly out in front. Super easy.Don’t try too hard to sell insurance people don’t want.
2.0 Mediocre2021 Mar 23
NothingHertz could have actually had cars available at the location. Got to the airport and it was the guys day off. Nobody working counter. Finally found someone to call him and he had no car even available
2.0 Mediocre2021 Mar 22
We arrived to the airport, went to the Hertz counter and were informed that they did not have our vehicle. They tried to sell me on another vehicle half the size (which would not fit my group), and for more money.Honesty? Not giving away a vehicle that I had reserved, leaving me stranded at the airport to figure it out?
2.0 Mediocre2021 Mar 21
They could have had the car or any car that they rented to me. Luckily Avis next door had a car to rent.
2.0 Mediocre2021 Jan 02
Not a lot. Terrible experience all around. One of the lot guys was friendly and assisted with our luggage but other than that, terribleArrived at counter only to be told that they had only one car and it was a tiny hatchback. We had reserved a Standard Size car. We just flew international with 2 huge suitcases and each family member (5 of us) had a carry on. I could not even get my luggage in this tiny car. I was very upset after a long stressful day of international flying. Advised I rented form Hertz because they are an industry leader. The female rep proceeded to tell me that I had several options: 1) take the car and use a taxi to transport my belongings to the hotel. 2) take my stuff to the hotel and come back and get my family. 3) Cancel the reservation. I asked if she would pay for taxi and give me a discount rate. I was then told that I was lucky to even be getting a car and the rate was more than half of what that car rents for because she rents it out for $100 a day. I was in total disbelief that paying customer would even be talked to in this manner. I asked her to explain how I was "lucky" to arrive at an international destination after making reservations weeks in advance only to be told I cannot be accommodated. The Avis counter was directly next door and their agent was standing next to the Hertz agent. I asked him if he would rent me a vehicle. He advised he wanted to go look. While we waited, miraculously, a bigger vehicle from Hertz became available to rent. Let me remind you, they just told me they only had one vehicle left but all the sudden they had this other vehicle. Even though this was not the vehicle size we reserved, it was close enough and agreed to take it. Then the next part of their scam began, the insurance scam. I was told that I must purchase liability insurance. I explained I was not purchasing the insurance because liability insurance is included with the rental. The agent then flat out lied to me and said it wasn't. I have rented before in Mexico and know how this goes and proceeded to tell her what the Mexican law was regarding liability insurance on rental cars. She finally agreed that liability insurance is included but I needed more. I actually purchased the insurance policy through Hotwire when I reserved the vehicle (much better value). I showed her that policy info but she wasn't letting down on the sales pitch. She told me the policy I purchased was only for collision and not liability. She then proceeded to tell me horror stories of vehicles getting stolen and that I would have to pay out of pocket for full value of the car before I could leave the country if something happens. I finally agreed to additional insurance of $13 a day. After all of that, we finally get to the point of going out to the car. The gentleman that took us out was friendly and helpful. He took us to the car and told me to look around and point out any issues with the car because if the car comes back with any scratches that were not previously there, I would have to pay. My wife immediately started taking photos all over the car. This car had scratches all over it. It was impossible to point all of this out. I will say this, no way in the USA is this car even going to make the cut to be a rented vehicle for any of the name brand rental companies. I was also told that there would be a $50 charge to vacuum the car if I got sand in the floor boar from going to the beach. It was finally time to go and the key remote would not work to unlock the doors. I had to insert the key into the door and then unlock the doors. If you want a stressful, horrible, overpriced, high pressure experience, then Hertz of Cozumel is what you want. However, if you want an easy experience, then I suggest you go somewhere else. I will be writing a formal complaint to the CEO of Hertz and how badly their name is being represented in Mexico. Total disgrace!
3.6 Mediocre2019 Mar 20
I thought I rented a Tahoe but they do not carry any. The only full size SUV they have is a Dodge Journey.
3.6 Mediocre2018 Dec 16
Renter Beware!Rental was conveniently located in the airport. Car worked fine.Poor value for the money. Taxes and fees are exorbitant. Especially airport tax (25%). Furthermore, was told that buying their insurance was mandatory. Total rental for a tiny Older model Chevy Cruze w over 30000 km cost nearly $300 for the week. This should have been quoted to me by Hertz while making the reservation and NOT after getting there.