Hertz Car Rental Queenstown Airport

Had a bittersweet experience at Hertz with way too much hassle. We had to rent the car for 7 days from Queenstown. We booked Nissan X Trail but that wasn’t available so Reena, the customer service staff shared they have RAV 4 / Mitshubishi Outlander. We asked if Mitshubishi Outlander had maps navigation & was a new 2022 model with all the features, she said yes, but when we went to pick it up we noticed it was an older model, it didn’t have inbuilt maps, nor did it have ADAS which are very important features for foreign tourists. Upon asking to change the car to RAV 4 as we were still at the airport, she said that wasn’t possible as car wasnt available anymore. Upon requesting the manager, he asked to call back by 2 pm and RAV 4 was available then. So we finally changed and Natalia was helpful during the transition.Due to shortage of staff the renting process took us way longer than expected, we were supposed to pick the car by 10:30 am but the waiting time & process of renting took us about 45 mins to get free during our initial pick up.

Fully disappointed. This should not deserve a single star. For better safety, we added all insurance including roadside assistance and additional driver charges and all.But the roadside assistance number did not work and was not reachable at all when our vehicle was broke down. Had to contact the customer service number from Google and hold the line for ages for different delays and finally ended up with visiting the branch physically (by an Uber with another cost) while all the others had to wait in the broken vehicle with four toddlers.There was no direct connection with roadside assistance people and the Hertz for arrangements, it took 1 and half hour to roadside assistance to reach us without a clue from Hertz.Meanwhile, Hertz Queenstown branch directed our ones who went there to the Airport branch since we picked the vehicle from an Airport (Christchurch) Branch (they don’t have a networked system for any emergency, so make sure to travel the places around a related branch that you picked the vehicle :-)).Airport branch wanted to vacate the vehicle to let the roadside assistance to tow away the vehicle and want us to wait roadside with four toddlers and all the baggage while they complete all the arrangements to send a new vehicle. Their only reason for that is “it is only 6 minutes away from the airport branch”. Ok fine, but I wonder what would be the reason for a same incident if it would happen far away from the branch, How funny. And they wanted our people to present physically at their branch to arrange another vehicle, so if this would happen in a place we visited far away from the branch we have to take another cab service or maybe a domestic flight (who knows) to reach the branch and arrange another vehicle.Totally not recommended.

Big thank you to Tony from the Service Team today. We were waiting around for our vehicle, Tony approached us and sorted out a replacement vehicle (upgrade) very quickly. Thanks mate!

Easy to find when in the airport after arriving for the first time in ZQN from AKL. The person who assisted us was very helpful, calm and polite. We felt looked after, were well informed, given additional options for the rental and were also provided clear instructions on where to walk to collect the vehicle. We were also very happy being given a larger car than what we initially booked.

Paul was very helpful when dropping off the car. Busier at early mornings so you might wanna time your visit

Zoe from Dunedin at the hertz Queenstown airport was extremely helpful and kind.She really assisted with our booking and made the whole process very streamlined without any hassle.We were out from the airport with our rental vehicle within 15 mts after arriving.Zoe also educated us about the no liability cover which helped us to decide the levelOf cover we took.I just wanted to write a note to ensure that her efforts did not go unnoticed and she is definitely an asset to the organisation who makes customers feel special.I would like to personal thank Zoe and and wish her all the best.

Returning the car at Hertz Queenstown Airport is complicated. We didn’t see signs or directions on how to see someone from Hertz. The rental return parking lot is far from the store. You need to walk with your luggage to there. Arriving at the store (that we had to ask random people where it was) there was a sign of no public attendance. Luckily we met an employee leaving the store and she helped us (btw she was friendly and helpful). Since we had extended our rental agreement over the phone with Hertz Picton we needed to chat to a Hertz employee to make sure what was going to be charged.I have to say that other than that we had a good rental with Hertz Picton. The car was in good conditions and the staff helpful and friendly.I recommend Hertz but the return at Queenstown Airport could be improved a lot.

Amanda and Urk really helped us out. They were kind, capable and persistent in solving our booking problem. It really meant a lot to us. Good people. Use Hertz, Queenstown.

Tony, one of the managers, told me that he could make a booking for me weeks before I was going to travel. He kept insisting that it was booked and that I shouldn't worry, just come and take the car. I based my holidays with my family, who flied from the other side of the world, around that car. I cannot insist on how upset I am with this employee.