Hertz Rent-a-Car

They demand you get insurance. They say that your regular insurance or major credit card issuer will not cover rentals in Puerto Rico. I had previously called both and they covered car rentals in Puerto Rico. We rented 3 cars and all 3 were filthy and had cosmetic damages. 1 car had only 1 quarter of a tank. They do the walk around on their own and do not mark everything. I had to show the guy every damage on the car and made sure he marked it down. He was so upset that he actually had to do his job. I never had an issue with Hertz till this experience.

We always use hertz when traveling to Puerto Rico. Their staff is extremely friendly!!! I have never had an issue with them at all. I will recommend that you sign up for the Hertz Gold Plus Rewards if you haven’t already. It usually don’t make too much of a difference at other locations but at this specific location it will save you ALOT of time.
Thank me later ;)

Good reliable service. Quick in and out. The car was clean and in excellent condition. Would definitely rent from them again.

As a Hertz Gold member, all your information is already in Hertz’s file. That makes it super easy to pick up and return the car. And for those who like to see their names on the board, Hertz displays your name and the location of your car in an electronic board. You simply walk to the car and drive away. As a Hertz Gold member, you have already notified Hertz of your choices with regards to prepaid gas, insurance etc. No one will ask you to make these decisions when you have just arrived from a long trip. You make those decisions online from the comfort of your home.
At SJU, the car rental center is just across the street from the terminal. If you are hauling a lot of luggage, recommend that you hire a porter. They are readily available and generally very friendly. For a better experience, engage the porter in conversation. And, if you like their service, please be generous with tipping. These hard working men are not paid very much and depend on tips to make a living.

I rent with Hertz in San Juan every 6 to 8 weeks and rarely experience an issue. Some cars are better than others. Toll system in PR requires plate pass; alternative is having boatloads of change, believe me not the way to go. Car is always ready, granted some have wear and tear, but in general Hertz is solid.

Accessing the rental place was super easy, right across the street from the airport. The guy that helped us was super nice and made sure we got the best deal possible (since it was a lofty bill). The vehicle was new and in great shape. A pleasure to drive and got us everywhere with ease. Super easy to return also (which after a long week was very appreciated). Overall a great experience!

Perfect, very reasonable and fast. Had a minor incident and they didn’t even bother to charge me. I don’t know why bad reviews, everything was smooth and I loved our car, even got a upgrade at a great rate. Will use again for sure.

Zero stars. I booked through Hotwire. I am getting there two days later than the first day of the reservation. I have no problem with paying for the entire 7 days I booked for, just want to alert them I’ll be there a little late. This proves to be an impossible task. First call to Hertz, connected to someone in India I could not understand and who could not comprehend the situation at all. Called Hotwire, same result. Asked for supervisor. Am told that any changes are impossible (again, by someone who does not speak English). Reiterated that I am not asking for any money back. They said I would need to call Hertz and that this would be «at their discretion.» Attempted to call the airport number and as previous reviewers said, the number is phony — after issuing a greeting, it just hangs up on you no matter what extension you press. Amazing that this number has not been working for months (there are reviews in December stating the same issue) and that Hertz does nothing to rectify the situation. So this company is basically telling me that I paid for 7 days and that because I will be a little late, they get to keep my money for all seven days and will cancel my reservation. Are you kidding me? They need to be sued ASAP.

Never use Hertz, I reserved the car and left airport without car, took the cab paid 25 $, came back on next day and again left without car. As per them, there is no car available and they don’t care at all about you reservation. Didn’t even get my money back for reservation!!!
And their phone number doesn’t work!

Consider this review a wake up call to the owner and manager of the Hertz San Juan Airport location.
You CANNOT run a professional business this way and expect to be in business for the long term. There is currently a HUGE OPPORTUNITY FOR IMPROVEMENT. The owner of this location should be absolutely ashamed of what is happening and they should apologize to their employees for putting them in the crappy situation described below. The problems can be fixed with good processes, proper employee training and strong, positive leadership but you have to make the effort. The current situation says you don’t give a rats ass and you are happy making money off the steady stream of unsuspecting tourists who don’t know any better.
I like a few other reviewers had a prepaid reservation and flew in at 1:30am on 12÷24÷15. When we arrived at the check in desk we were told they were oversold on cars and we were ninth in line. We were also told all the other car rental places were sold out. I’ve never experienced anything like this so I had no idea what to think next. At that same time There appeared to be about 30 – 40 other people standing around waiting to find out what happens when Hertz is severely oversold on a holiday weekend at 2:00am. I had no idea where cars were coming from but slowly one by one they showed up and we were out of there by 4:00am with a car from Hertz. I can’t say it was as good of an outcome for the 30 customers still standing there when we drove off.
We had just travelled 12 hours in total when we arrived to San Juan coming from California to visit family in Puerto Rico. I was grateful to finally have a car by 4am and felt very sorry for the Hertz employees. Unlike other reviewers we did not experience any rudeness. The employees handled themselves very well considering they had an angry mob of travelers all standing around in the middle of the night on Christmas Eve wondering where their «reserved» car was. They had to deal with the angry customers complaints and still keep a decent attitude for the next victim in line. Shame on Hertz for the lack of care shown for both the customer and the employees.

This the worst experience I have ever had with a service based company. We arrive, reservation in hand, only to be told there are no cars. What? There is no explanation provided and counter personnel are as rude and unfriendly as humanly possible. We wait, along with at least 25 other people, and as I write this, I’ve been standing here for an hour, no car, no explanation. Tweets and direct messages to Hertz result in an «I’m sorry» but no results. Unless you want to spend the first day of your vacation in the airport with the two grumpiest, rudest Hertz employees, reserve elsewhere.

I didn’t have any problems as noted by other reviews. Although it is substantially more expensive to rent a car in Puerto Rico compared to the continental US, I highly recommend it if you are staying more than 2 – 3 days. I booked via
and knew the terms meant paying an additional 30% in taxes/​fees plus toll tag fees. I arrived ¹²⁄₁₈ at 6pm and there was no wait. I was quickly processed and they didn’t give me any hassle over declining their optional insurance. The car was clean and they performed a walk-​around inspection upon exiting. My return experience also went smoothly.
Tips: The toll tag fee is a rip-​off ($ 5/​day + tolls) but since some toll roads here don’t have attended booths, it’s difficult to avoid.

If I could give 0 stars I would. We pre-​paid for a rental car. When we go to pick it up at Hertz we are told there are no cars and that MAYBE they would give us one tomorrow. They offered us the opportunity to speak to the manager and told us she was in the garage. We go to the garage and they tell us she is inside. So for about 30 minutes she was no where to be found. When we asked how were we to get to our destination 2 hours away for the hotel we already paid for the lady did not apologize she said there was nothing she could do for us. We ended up renting another car from Alamo that we got immediately. Thank you to Alamo!
This did not only happen to my group it happened to what looked to be about 50 other people. One customer said that it is sad that this was the first way that some people experienced Puerto Rico and that the absolutely rude service we received is not reflective of the people that live here. I also called their customer service line and was hung up on 2 times by 2 different employees. I never write Unilocal reviews, but Hertz needs to recognize the HUGE customer service issue that they have. I will NEVER rent a car from them and I highly discourage other customers as well!

Hertz = The Grinch! We arrived Xmas Eve at 11pm with prepaid reservation only to be told «Sorry we have no cars.»!!! 3 employees at Hertz shrugged-​off our concerns advising us we had to REQUEST a refund. A harried manager just said the same thing. Many families were also stranded. When we tried calling this location at 5am the next day, no one answered (despite greeting saying they are open 24 hrs). They did nothing to help. Enterprise saved the day for us… Nice try, Grinch!

The worst car rental experience I’ve ever had. Literally. It started in the line where it takes about 20 – 30 minutes per customer. We had 2 people in front of us so we waited for about 45 minutes. Then I wanted to contact them over the phone to see if I can add one more day to my rental car, couldn’t reach anything. Their number doesn’t work or if it works, it doesn’t go anywhere. I clicked customer service, representative and manager and it says the number not available. Terrible.

I’m not a big fan of giving out one stars because I am a small business owner and I know how difficult it can be on a day to day basis. But, I can’t help but to give these guys one star. Absolutely horrible. Poor signage, unhappy workers, long wait and a filthy car. So we get to the airport, grab our bags, and head over to Hertz. Because of bad signage, and a lack of workers to help, we get in the wrong line. After waiting in line for about 20 minutes, we are told to go «inside» and wait on another line. We do. And after finally checking in and advised to wait for a few minutes for the someone to call us, we wait. And wait. And wait for a total of 45 additional minutes. Another family is called up, who checked in after us, after they didn’t like the size of their trunk and proceeded to get another car. Was our car ready? Why did this family jump in front of us? After they received their new car, we went back up to the worker. Obviously upset and totally exhausted, we pleaded for our car. Yes, we received it. No we didn’t get a proper apology. And yes the car’s exterior was filthy! No thanks Hertz. No thanks.

Landed around 1:30 am from Fort Lauderdale Airport. We reserved a full size vehicle where the internet said «Impala or similar.» We get to Hertz and are told Puerto Rico does not have Impalas. Makes sense, right? So the employee told us he HAD to give us a Kia Sorento in the small SUV category. Unlike renting a car in Florida, no one walks around the car with you for inspection. No one even mentioned inspection. By the time we got the car is was 2 am and dark. The car was also dirty because San Juan has water restriction.
Fast forward to the next morning, we see the car has dents and dings everywhere. The driver door panel was also catching making getting in and out the car a hit or miss. We tried to call Hertz to let them know in advance but like all the reviews say NO ONE answers the phone. Even when we called roadside assistance no one answered. We drove 1 hour back to the airport and were told that we had received an «upgrade» from our reservation and that we now HAD to switch cars to a Malibu (smaller than an Impala) or a Hyundai Sonata (smaller than the Kia Sorenta). To us it was Hertz’ way of saying «this is what happens when you complain.» No one was accommodating or even sympathetic. We also noticed that there is NO PHONE at any of the counters so don’t even bother calling. It is a waste. No chance of reaching them at all.
From now on we will be renting with Charlie, the local car rental company. I will also be calling corporate because this is not the Hertz service we are accustomed to. The least they could have done was answer our calls and given us options before we made the 1 hour trip back to the airport.

We waited over 35 mins before we got our car. The wait is insane!!! It’s not even worth it. Service is everything and even though the man behind the counter was nice, they took too long!
Once it was finally time to get our car the man offered us a free upgrade for our patience so that was very nice of him.

I have to say that the car itself was not bad, but here’s the real issue.
The number on the hertz website for the San Juan airport is completely not functional. We lost our keys our first day in San Juan and attempted to call through the number on the site. Unfortunately no matter which option you choose, the message either loops infinitely or hangs up. Great for emergency road services (note sarcasm). We had to go through the main Hertz number to get through to San Juan.
That being said, the people we finally contacted to bring the spare key were very prompt.
I left my digital camera in the rental car on the way out of the airport. Again, we called the published Hertz number, which looped infinitely and/​or hung up on us. Great help. We then had to jump through hoops with Hertz customer service trying to get them to connect us with the San Juan airport Hertz. No dice. Apparently NO ONE at Hertz can get in contact with anyone at the San Juan airport Hertz. Ever. This went on for days with e-​mails being sent to managers and getting no response. Lost item reports were filed also getting no response. We even tried waiting at a local Hertz branch for hours. They contacted other Hertz rental agencies in San Juan but for some reason, no one could contact the airport Hertz. Really. As an agency how do you contact one of your own offices? Ridiculous.
This would’ve all been a lost cause if it were not for this. At my wit’s end, I called the actual San Juan airport and asked to be connected to Hertz. They gave me two totally different numbers to reach the Hertz, both of which gave a perpetual busy signal. On a complete lark, I called the original Hertz number and entered both of these numbers as extensions. Finally! I was able to contact an actual human being and he gave me yet another number to the San Juan lost and found. I am the reposting the information as follows so that anyone else who has gotten lost in the Hertz madness.
Original Hertz number posted on the website: 787−791−0840
Hertz numbers given to me by the airport: 787−791−4611, 787−791−4622
If you want to speak to a human try dialing the original Hertz number followed by 4611 or 4622 as extensions.
Number given as the San Juan Airport lost and found: 787−791−0048
Once I managed to get through to the lost and found line, I was finally able to finagle a return of my camera which is why I’m giving one star, but really, this was one of the worst rental experiences with no excuse on the Hertz end of why they cannot even control their own offices or post accurate contact information. Just a complete failure in professionalism and customer service.

Horrible service. The number that they have on their site (Phone: 787−791−0840) is not a working number! Every single option is a dead end. It just hangs up on you. Their selection is also no bueno.
I would NOT recommend them at all!