Hertz Car Rental - Los Angeles - Westin Bonaventure

Christian Norris 4 weeks ago

They don’t pick up the phone, and there are extremely long wait times. when picking up i rental i had to stand for an hour with only two people in line ahead of me. when dropping my off my vehicle at the exact scheduled time, no one was at the desk. i waited 10 minutes (since i had an uber scheduled), then grabbed a piece of paper from the hotel staff to leave a note that i was dropping off my car, which i had to place on their keyboard. calling the corporate customer support also had me wrangling with an ai chatbot before i could speak to a human as well. the manager who works there is nice, however if you value your time i would steer clear. first and last time renting with hertz for me

Ahacool Kim 6 months ago

Hertz Car Rental is located inside the Westin Hotel in downtown LA, tucked away on the inner side of the first-floor lobby. On a first visit, it can be quite difficult to find. The service desk requires standing while waiting, and when it’s busy, the processing time can be long, leading to extended wait times. After check-in, you need to take the elevator down to a designated level to pick up the car. Because it’s located inside a hotel, the overall rental process feels more complicated than at a typical standalone car rental location. Not the most convenient setup, especially if you’re in a hurry.

Ms KYD a month ago

I love Hertz. Out of all the car rental places, I have always enjoyed them the most. This experience was no exception. The staff is always friendly, I receive upgrades, the vehicles are to my liking, clean and safe. I also enjoy the ease of picking up and dropping off. I book online and do the license verification online, which saves a lot of time. This is a great location, less traffic and very easy to return. I didn't have to wait long for my car and the drop-off was even better. The representative who helped me with the pickup recognized me when I dropped it off. I received an email receipt and that was it! I hope they keep this Hertz location. This is where I will go every time.

Steven Howland a month ago

DO NOT RETURN YOUR CAR HERE! I returned the car on time and even reported an issue I noticed with the car that morning. I was treated by first being sent a damage report of several different pieces of damage that did not occur during my rental (given their automated systems for recording damage on vehicles at the airport location where I picked up the car, they should be able to check what damage was pre-existing) and essentially taking up thousands of dollars worth of damage I could be on the hook for. Then I was treated by Hertz saying I never returned the car and charging me $150+ each day it wasn't recorded as being returned. This went on for 11 days. Hertz corporate was no better as they couldn't investigate if they had breakfast that morning let alone just call up the location to verify if the car had been returned. But I can't help but think if the agents at this location were competent and recorded the car as returned, I wouldn't have had to deal with any of this stress. That seems to just be status quo for the entirety of Hertz though. I'll never rent with them again.

Brian W 8 months ago

I recently called the Hertz customer service telephone number for assistance, but there is no live agent If you call Hertz customer service telephone number, there is no longer a live agent option. You think you're gonna get one, but instead you get an automated voice that tells you in a sort of scolding manner that you can do those things and more online so click goodbye. In earlier parts of my call I asked some questions and was answered by a voice that really sounded human. It was only when I realized that the voice was saying the same words in the same sentences time again even when they didn't make sense that I caught on to the grim reality that Hertz has joined the ranks of corporate powers that have completely eliminated the live agent option for customer service. With customer service totally eliminated on the telephone, my expectations were low when I went to the Hertz Bonaventure hotel location seeking in-person customer service with another last~minute car rental need. I knew there would still be human beings at the desk, but I braced myself for the dismal and disappointed Instead, I was astonished -- and delighted -- to find a top-notch team making the whole operation hum: being nice to everyone, and delivering miles of smiles, to borrow a marketing line from the Eat'nPark restaurant chain. They took care of my every need, best efforts all around , and It was 10 minutes before closing , I might add. One would hardly expect them to be thrilled , but their miles of smiles were genuine, and I felt like I really mattered. Here, in contrast to the abysmal decision-making underlying the no humans by phone policy. In place , Hertz, or at least Bonaventure Hertz, got it right and hit a grand slam in the customer service league with the team assembled at the Bonaventure Hotel Hertz Every single Hertz employee I interacted with was on task, working hard and working together with their colleague-teammates. Winners, every one of them. On this team of winners, one stood out as the winner among winners. His name is Ohannes, and he has been my primary contact twice . He makes meaningful eye contact, listens actively, and speaks with a quiet and confident deep voice that conveys competence and commitment, and I just know I am in good hands. He goes the extra mile to cover every detail of the agreement, and offers you every option his senses might appeal to you, even when it's 10 to 5 in the afternoon. On my second rental with Ohannes, I left my wallet on the counter. I was at home going crazy looking for that wallet, which of course had my drivers license and most of my credit cards. somewhere at the Hertz station. I've been at home in my apartment looking everywhere I could think of and so frustrated.. Ohannes happily found it, and when he did he telephoned me personally right away. (add one I picked it up one of his colleagues handed it to me, and suggested I look inside to make sure everything was there., and everything was , another reflection on this team of winners. They all did the right thing Ohaness is exceptional, the team is exceptional, and they deliver a customer oriented car rental experience you thought iwas dead and gone. It isn't. You can still have it at the Bonaventure Hotel Hertz . I hope the head office is paying attention. There is much promotable talent here, talent essential to retain and wise to promote. So more of this (The excellent customer service), and less of that (the no-live-agent stuff). Perhaps my anecdotal sharing will remind the powers-that- be that it's top-notch people more than a vehicle that turn customers into lifelong, loyal clients. Thank you Team Hertz Bonavanture, thank you Ohaness.