I only dealt with a real person during my time with Hertz for about 5 mins. The rest of the time was online when made the reservation. The car was the size I requested. It was a bit smelly but kind of like when renting a motel room- not sure about the previous guests. The rental agent was pleasant and the return agent at the airport was friendly. He reminded me to check for any items I may have left behind. The day to day rates are cheap for Hertz when compared to other car rental places, but they get you with the car insurance. It's not required, but I always get it. You never know what may happen to you and it's better to be covered.