This place is literally an abandoned parking lot. We had to walk 20min from our hotel to here and then Uber to the actual location of the rental office which is in the Hyatt regency. This address was mentioned multiple times in emails and correspondence. We were late to one of our activity reservations because of this. When we called the support line, they said they didn’t know where the exact address was either. Horrible experience.

- A long waiting line to check in at the second floor of the hotel. Only two agents available. We have to wait for 1+ hours. While there are two jobless agents by the counter In the basement for picking up cars. Classical example of a poor management not knowing how to use resources and caring about customer experience. + The agents at the check in were very friendly,patient, and nice. In particular, the person who served me was very efficient and polite. - car needs to be returned by 4pm. It is really early. + they offered after hours drop-off in a different location. Or we can return cars at 9:30am on the next day without extra charges (Will have to find overnight parking, which isn’t cheap in the area). + the pickup and return experience was smooth. The staff was courteous.

2 hr wait to do checkin. Not at all organized and better pickup rental from airport. I am still in line. However, the staff is very nice and friendly. All your anger of standing in line goes away when your turns come in.

Convenient location in Waikiki on the 2F between the two Hyatt regency hotel towers. You can also return your rental at night outside of office hours at the Royal Hawaiian parking on the rooftop. A big boon to avoid overnight hotel parking charges. However, that’s about it for positive comments. Hertz, dollar and Thrifty are brands in the same company. You basically get the same stock and treatment unless you’re a Hertz gold member which I strongly recommend if you want to come here as you can bypass the jungle. I had a 9am reservation and I received my car just after 11. It’s normal here apparently. I think they turn over 100 cars a day here but they are hopelessly under resourced in terms of systems and infrastructure. My advice is to come at 8am early, check in on the iPad outside and hope no-one leap frogs you in the queue. Happened - few times during my wait for a reason I wasn’t given. Good luck!

Avoid. Like others said: Line is long. My biggest complaint was my car was filthy with some sort of soda or sticky mess everywhere. I complained to 3 different people: Branch Manager, Corporate help-email, main customer service email. Everyone passes the buck. Does this look clean to you Hertz?!?!

Gave me a tank 2/8 full. It was noted, I called and told them when I dropped off. Even the keys said 2/8 full. Of course charged for a full tank. Took an hour to get to a person on the phone. Did get it resolved, just make sure you check your gas before you leave and take pics. They do also provide pics. Car was pretty dirty and banged up. Staff at counter was nice though. Also make sure you come way before opening and allow at least an hour to pick up. Line was so long to rent car then to actually get car long as well. Need to improve pickup system. Drop off during open hours was easy.

As presidential circle member - still had to wait on the line with others 40 min or so at the downstairs with others who came in without a reservation. Tried to pick up a car one day early and had to pay for an upgrade while people in front of me were offered free upgrade to SUV if they wanted. (Different personal from who helped me) Car I received was dirty (smudges on cluster, hard to read information dirty), hard water spots etc. I went straight to north shore after picking up my car, and when I got to my destination I saw screw on one of the tire, ended up swapping to spare in a busy parking lot. Called local office multiple times with zero answers. If you're looking to rent from here without a status, expect to stand on the line 1-2 hrs. If you do have status, don't expect any benefit from it. What a different experience using Hertz at airports - skip the line, pick any car you want and drive off.

Waiting before doors open at 8 o'clock. You have to wait at the kiosk. Friendly Japanese male staff. Returns after 3:30 are unmanned. It's hard to get up to the 10th floor of the Royal Hawaiian parking lot, and the key box is next to the restroom on the way to the Sheraton parking lot. Almost like a treasure hunt.

Ask yourself how much 1-1/2 hours of your vacation is worth. Just book a Hui car share instead. We did one day with Hertz, then the other two days with Hui after the terrible experience. The hertz office is on the 2nd floor, then you go down to the basement and wait again. Then you sit in the structure and wait a little more while they find a car.

Apparently they run off of pick your own hours? Lists 24 hours, 8-4, 7-3, and 8-3:30. Lines were incredibly long. Can't (or won't?) honor reservations. We had a reservation but they had no car to give us. Just said maybe try back later.

Terrible experience, 2 hours in a huge line to pick up a car. The line is endless and only 3 people attending for three car rental companies. Definitely would pick up in the airport next time. I thought here it would be more convenient but it was terrible. Lost the whole morning in a line.

A two hour wait isn’t what I wanted but here we were. All three of the Employees are working as fast as they can they get a 5/5. They’re polite, pleasant and just amazing. They’re working back to back customers and dealing with frustrated customers. I do not direct this rating on them. A two hour wait is bonkers. There are 3 out of 5 computers working. The wait time is nothing but hideous. Obviously I know there is a larger systematic issue- perhaps a combination COVID, pay, retention and perhaps hiring of more staff to deal with this flow, having more work stations etc . But it’s a system that needs to be fixed especially in a high traffic tourist area. Apparently if you’re a Hertz Gold member tho you can go pick up straight from the basement

Rip-off...! I received the vehicle with a half-full tank and returned it that way. After that, $50 was simply deducted from my deposit and never refunded!

Booked through dollar. (All cars from same center for dollar, thrifty and hertz) easiest way to find is to go on Koa and then follow the return car signs into basement garage. Got there at a perfect time 11:45, only 2 groups in front of me. Was out by 12:30pm. But huge line by 12pm. Pretty slow moving, but friendly guys working it.

Very poor time management agent. If you booked your car fyi a certain time and arrive there 15 minutes before the appointment, to be on the safe side, be prepared for a wait of an hour - even if it is not really full. Tip: Reserve somewhere else ...

Had a terrible experience with this site. There were long lines at both the counter and the garage. With my Hertz Gold status, I had already skipped the line at the counter and went straight to the garage, but I still had to wait 1.5 hours before I was finally able to get my car.Can't imagine how long others had to wait if they waited at the counter's line as well. The staff were nice, but it seemed like the overall processing time was just way too long per client. The site itself is also quite small, which may have contributed to the long wait. Overall, this was the worst rental car pick up experience I've ever had. Definitely not recommend this place.

3 hours of my vacation waiting in line to get my rental. There is no system in place when you go to basement to pick up car. Tickets just laid randomly on kiosk. Multiple people got cars before us even though they came down after us because they just picked up a ticket at random. Inspection is done in dark basement and when we had issue with car you could not reach anybody during working hours . Other hertz locations may be fine on Oahu. Just don’t go to this one.

Great service but long line during this pandemic...Make sure to bring the same credit card that you made the reservation with the day you get your rental- if not you'll have to cancel & rebook & you'll add to your wait time. Besides this hassle, DO RENT a car & enjoy the Island! It's just breathtaking! 🏝🏝🏝

I was on the honeymoon in Haiwaii, and choose hertz for the rental car. Hertz gave me very awsome memories in Haiwaii. I'd really loved it. Cars were perfect, and managers were really kind.

Service is extremely slow. Allow plenty of time to pick up reservation. Car was very dirty. At least staff was very nice.

The absolute worst!!! Not going to bore the reader of this with details, but having booked a specific car 6 months in advance and waiting in various lines for almost 3 hours, we left without a car. The car we booked so well in advance and the day trip we looked forward to for months, was cancelled as Hertz simply did not have the car we wanted and paid for. Avoid at all cost!

Missed two scheduled events that were for 1.5 hours and 3 hours after the rental was supposed to take place (8am). They do not staff the facility enough to warrant the amount of rentals being performed. Staffing is polite and professional but clearly overworked. Can not recommend renting from here if you plan on doing any scheduled events or activities the day of. Plan 4 hours of your day for standing in line and waiting to have your car available even if you rent ahead of time.

Recently had a pleasant experience renting from this location, staff was really communicative and friendly, helped me with account issue and found me the best option available. I arrived around 3pm in the afternoon during the weekday, no line at all, smooth checking in and pick up. I was worried based on previous review, however that might caused by rush hours, not the fault of the staff. I would recommend to schedule the pick up during non rush hour, preferably in the afternoon may help.

We had a really good experience here, despite what the other reviews say. We showed up at 8 AM with about 5 other people in line and had our car within 30 minutes with a full tank of gas. The person that served us was informative and kind. This location is located inside the Hyatt hotel in case anyone is wondering!

I was a bit worried renting here reading the reviews, but as a Gold Member there was really nothing to complain about. I arrived at the Gold Counter in the Parking Garage at 8 and was in a car and on my way at 8:15. The car itself was a Charger with just a tad over 5000 miles and the after hour return was hassle free and saved big on parking fees.

Both desk agent and the service agent were amazing. The location is busy but they went above and beyond to ensure we were well equipped for our trip! Had a jeep for 2 days and it was a fun drive! Thank you both!

I wanted a compact car but got a Buick Encore. Mileage was pretty good, not as good as I hoped. Service was great

The line was extremely long. Our car hire was booked for 10am and we waited for 1.5hrs. I forgot my license and by the time we got back the line was much shorter (about 12pm). I would have given 1 star, but David who served us was EXCELLENT! He offered suggestions on where to go with our Jeep Wrangler, so it felt like we were at a tour desk. Also Rob down in the car collection point was really friendly and had a good sense of humor. The Jeep was great fun & felt clean.

Key thing here is be aware that there's 2 offices within the buildings. If you're a gold member with reservations, you can head directly to the basement office and the car can be ready quite quickly. Otherwise you need to register on the 2nd floor office and hopefully you're early and can be one of the few to get through the process quickly. Counter staff at the basement was not rude nor friendly but just trying to do their job to process customers quickly. Guy who handed me the car was probably the friendliest staff who had to ensure all things are working before handing over. They saved all info including defects on an ipad. It's still prudent for you to do your own checks and once all are acceptable, it's just signing off and driving off.

This is a busy location, so temper expectations on it being a quick transaction process if there is already a line of people when you show up to pickup your vehicle. The staff is friendly and do a good job with their responsibilities. Unfortunately, we had a situation which required some management intervention. The manager of this location, Yugin, was very understanding of our situation and able to assist us- THANK GOODNESS! Once we got that all squared away, it was smooth sailing, and as a result made our trip to Oahu SO MUCH better!

Terrible experience. Do not use this location. They failed to provide us the car we selected and rented and did not try and provide us a vehicle of similar size. They were wholly unequipped to provide even the most basic level of customer service.

I was all checked in for my car as a Gold Member and the person (Eugene or Eujin) at the downstairs office said I still had to go to the main office on the second floor to show my card and license and complete my reservation. That office had a long 1+ hr line, and after that, I still had to wait for my car at the downstairs office. The staff handling the cars downstairs is very cool, but the office staff is excruciatingly slow. Avoid at all costs.

Another poster commented on how he/she prepaid for a rental in full and came to pick it up late and the reservation was canceled without refund. This is what exactly happened to me. I understand issues arise, and certain policies have to remain in place,, but the staff member basically laughed at me and was super condescending. He didn't even care to give us any kind of refund. It appears that the staff are so arrogant with how much money they are making at their location that they simply don't care about their individual customers.

I made a reservation for 8 o'clock, but they made me wait for 2 hours so it doesn't matter at all. If this is the case, the reservation system will be Why is it there..?