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  • Absolutely awful check in experience. Let me start off by saying the vehicle we received (which my husband booked and paid for online through the Hertz website) was clean and drove nice. The total for our rental was $150. My husband already paid/checked in online the morning before our flight left. Once we arrived at the Hertz counter I saw stand alone kiosks. There was a line, but people who did not make reservations were standing in it. My husband went around the line and to a kiosk. I then see a Hertz employee running full blown speed at him. He picks up the phone at the kiosk and she gets in between him and the kiosk and says "...What do you you think you're doing?" ... Umm I'm sorry? What kind of professionalism is that? He explains we already paid and checked in online and we just needed to pick the vehicle up. She told him he needed to stand in line to have a representative assist him (6 kiosks and 1 actual representative at the counter). Ok? But why? After almost an hour of standing in line it's finally my husband's turn, and he's directed to THE SAME KIOSK HE WAS ORIGINALLY AT. He picks up the phone and magically a floating head appears on the tv monitor above him. He starts explaining how we have a reservation and we just need the vehicle. The body-less women finds his reservation and pulls it up. She asks how many bags we had and my husband tells her 3 medium suitcases and a backpack. She then gives a disconcerting look and says "Oh no. There's no way you're going to fit all that in a VW Jetta" (which is the car we reserved). My husband explains to her that we checked the vehicle out and we would have more than enough truck space. She then says to him "Is that your wife? Is she going to do any shopping while you're here? If she is there's absolutely no way you're going to fit all that in a Jetta. How about we get you a Chevy Malibu?" Fed up at this point (we've now been here for almost 1.5 hours) my husband tells her that if the Malibu is the same price as what we already booked we'd take it. She the says "Ohh never mind it looks like the Malibu is sold out." I'm sure since he brought up the price the Malibu was then conveniently "not available" since we would have wanted it at the same price. She tells my husband to slide his credit card to authorize the payment. Right before he slides it he notices the total is almost 400 more than what we originally booked. He looks and the insurance that he already declined was on there and and an added charge for a navigation system. He explains to the women that he declined the additional coverage when he booked the reservation and her answer was "Well everyone declines it initially then ends up getting it when the get here, so I just threw it on." He then says he wants the navigation system taken off as well and she tried REALLY hard to get us to keep it. Saying things like we were from out of town and don't know our way around and how it comes in handy for different points of interests in the area. I had two words for her. GOOGLE MAPS. After fiercely arguing with her she finally removed it, and we were back down to our original price. My last issue is that we did not receive a damage form when we first picked up the vehicle. We walked around and tried to find an attendant, which was a joke because the lot was a ghost town. My husband ended up taking pictures of all the scrapes/scuffs/missing paint/and small dents on the vehicle before we left. When we got to the exit booth he asked the attendant if he had any damage forms and he provided us with one. Then he got testy while we were filling it out. Our first almost 3 hours in Vegas were spent at Hertz attempting to get a vehicle. We were late to dinner with our family because of all the hoops and arguing we ended up doing for a scratched up VW Jetta. Which had plenty of truck space
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