-
October 2025 by MARVIN VERDADERO
I had an amazing experience with Hertz at the Pensacola Airport, thanks to one of their exceptional team members, James. Before my flight, I contacted the online help and was told the counter might be closed by the time I arrived, which had me worried. But as soon as I got there, James greeted me with a friendly smile and immediately reassured me that they stay open until the last flight lands. His kindness and professionalism instantly put me at ease.
James went above and beyond to make sure everything went smoothly with my rental, and his calm, helpful attitude truly made a difference after a long day of travel. It’s rare to find customer service this genuine and caring these days.
Highly recommended! If you’re renting from Hertz in Pensacola, I hope you get to work with James — he’s outstanding!
-
October 2025 by Fernando Lagos
In addition to the rudeness and lack of assistance from one of the clerks, I was unable to select any vehicles available for President Circle members.
-
October 2025 by Cheryl Spears
Hector was an excellent agent. Ms. Maria as well
-
October 2025 by Barbara Edmonson
Great team and service!!! Excellent
-
October 2025 by shirley wells
Awesome experience!!
-
October 2025 by Taylor Thorpe
When I arrived at the airport, it took nearly 20 minutes to be helped despite only one person ahead of me. That morning I had paid for an upgrade, but the agent mistakenly placed me in a Pathfinder instead of the larger T-class SUV.
In the garage, Sylvia greeted me and immediately caught the error. She was professional, apologetic, and persistent in trying to fix the mistake, offering me water, reaching out to staff multiple times, and doing everything she could to help. After a 55-minute delay, I finally received a Tahoe. To make up for the inconvenience, Sylvia told me not to worry about refueling and gave me a $100 gift certificate. While I appreciated her efforts, the delay caused me to run late for a six-hour drive to Orlando, and the certificate isn’t much use since I don’t plan to rent from Hertz again. But this wasn’t her fault and she did her best to remedy the situation.
The Tahoe itself was disappointing. The exterior was dirty despite a wash, with mud stains, streaked windows that made visibility difficult, and several dents and scratches (including a large one on the driver’s side). For a $600 rental, I expected much better. To add to the frustration, the right front tire sensor came on soon after I left, and the tire leaked air throughout my trip.
At return, I was helped by Carl (and another employee he called James). I asked to confirm I wouldn’t be charged for gas since Sylvia had told me not to refill. They claimed it wasn’t noted in the system and refused to call Sylvia, instead suggesting I go back inside the airport to find her. When I said I didn’t have time, Carl made condescending remarks, including, “Well, you have to catch a plane inside,” then dismissively added when I told him I lived here and wasn’t catching a plane, “I wouldn’t know that from this conversation.” Neither he nor James apologized or made any effort to resolve the issue.
I then spoke with the attendant checking in vehicles, who showed on his iPad that the SUV supposedly went out with a half tank (incorrect, as my receipt showed 99% full). Since I returned it with more than that, I wasn’t charged, but the process was unnecessarily stressful.
Overall, this was the worst rental experience I’ve ever had. Sylvia did everything she could to provide excellent service, but the condition of the vehicle, the delays, and the unprofessional behavior of Carl and James sealed the deal … I won’t be using Hertz again.
-
September 2025 by Mark Myers
$75 tax I was not told about Pryor to reserving the vehicle. But they did have the vehicle I reserved and it was clean and easy.
-
September 2025 by Kelly Landry
DO NOT RENT FROM HERTZ
-
September 2025 by Tony Lenamon
my car smelled strongly of smoke. The radio also did not work. you'd think they check these things but apparently not...
-
September 2025 by JustRanda
I love the experience at Pensacola airport when picking up a rental car, with great customer service, fast pick up and return!
I’m always able to get my car of choice. My latest rental had amazing gas mileage, a comfortable ride. I loved all the features available to make the drive fun & safe.
The employees at Hertz Pensacola Airport know the meaning of good customer service! Business is completed quickly!!
Thank you for taking care of my car needs, Hertz! Always top of the line all the way~ Also a big thank you to the gracious Pensacola Hertz Team!
-
September 2025 by Ali Ford
Quick & easy pick up
-
September 2025 by Steve W
Hector was amazing! He helped me through 2 situations. 1) I forgot to make a reservation and most car rental companies had no vehicles available. 2) I switched vehicles and left my headphones in first vehicle. Hector called the customer and he returned my headphones the next day. They were waiting for me when I returned my vehicle yesterday. Hector is the nicest car rental associate I have ever ecountered in my 27 years of travel!
-
September 2025 by Regina Rowan
Speedy process, picked up my rental at Pensacola Airport.
-
September 2025 by Lou MoNoti
Rented from Hertz and the vehicle had a transmission issue. Was told that I had to pick up a replacement at the Atlanta airport and got charged fees for something that wasn't my fault. I would have expected a discount for my inconvenience, but nope they just waived the extra fees that I was charged.
-
September 2025 by Vladislav Malevanyi
Very poor experience with Hertz.
I tried multiple times to cancel my booking right after making it, but it was impossible to reach customer service. The only time I finally got through was two days before the rental date, when I clearly stated my cancellation request (the call was recorded). According to their own policy, the maximum charge should have been $100, but even that feels unfair given that I had been trying to cancel much earlier.
Lack of accessibility, poor communication, and unfair treatment. I will not use Hertz again and cannot recommend them.
