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August 2025 by Christian W
I have never had such a disturbing experience with a car rental company in my life. Avis gave us a car that was infested with roaches. Within hours, roaches were crawling inside our luggage, forcing us to throw it away. We had to wash all of our clothes in the hotel bathroom, wasting an entire day of our 4-day vacation dealing with this nightmare.
When I brought this to the attention of the manager (Andy) the “solution” offered was to refund 2 days of the rental. That is completely unacceptable given the stress, time, and money lost—not to mention the health concerns of being exposed to an infestation.
This was supposed to be a rare, hard-earned vacation, and instead, Avis ruined one of our precious days. If you value your time, your belongings, and your peace of mind, I strongly advise avoiding this location.
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July 2025 by Josh
WARNING - DO NOT RENT FROM THIS AVIS!!!! First off, I rented a convertible a few months in advance for a four hour rental. When I get there, all they had were Jeeps - ok. I retuned my gas with a full tank of gas (make sure you have a time stamped picture of this!!!). I got a hit with a charge saying I returned on an empty tank. FRAUD. Thank God I had the receipt and a picture of the gas tank. NOW TWO MONTHS LATER, I received that there was tire damage on my car?? There was definitely no damage done. I’ve never had this happen with any rental car company in my life. Double fraudulent activity?? Stay away from this scammer location, I’m in shock.
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July 2025 by allen
Phone call never answered. They intentionally keep the line busy to avoid contact
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June 2025 by Subhankar Pal
Had a great experience! We had booked a sedan, but realized a day later that we would be better off with an SUV. We showed up at the counter, had to wait for a bit, but the representative was super nice and gave us an amazing SUV!
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June 2025 by Beth Hansen
Quick pickup and return
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June 2025 by Shannon Manamtam
Friendly staff, super quick check in to get the car I reserved. Plus they didn't try to upsell me on insurance or add ons the way other locations have in the past, which is so appreciated 🙏
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April 2025 by Matthew Kinnaman
Where do I begin? 1. Good luck calling the number listed on google. Nobody ever answers. 2. Cars are always only moderately cleaned. 3. You will need the mileage from the car when you drop off and the only way you know to do that is a sign set out on the counter. So, you park, go turn in your keys but then find out from a mildly-annoyed desk agent that it’s your job to go back to the car and retrieve the mileage for them. 4. “Your receipt will be in your email.” No receipt sent. Oh no problem I’ll just call and have somebody assist…except they don’t answer their phones.
I wonder when people will realize that a service and hospitality industry job like a rental car agency needs to start reflecting just that: service and hospitality. It’s clear that folks don’t want to work hard and do an excellent job anymore.
Ho-hum work gets a 2/5 star ho-hum review.
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April 2025 by Qian Lu
I was double charged on my car rental on Dec 31, 2024 at your location. The original booking through a third-party (agreement# 762686503) had a wrong car return location at another airport. Your service representative helped me fix it by creating a new booking (agreement# 762686514). I was told that she used a vouch from the original booking on the new one and there was no additional charge. However, I was still charged twice!
I called this Avis rental location 50+ time during their business hours, but no one has even picked up a phone call! What is their customer service standard?? I am seriously concerned about Avis' over-all customer service in all locations.
Besides, the waiting time for picking up our rental car was also too long - there was a very long waiting line and it took us 45 minutes to get our rental car that day.
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January 2025 by Alec Kassin
I’d have paid more to rent with a different company instead of renting as an Avis Preferred Member at Avis in Hilo. Rented a car for a single day. At pickup, we were told the price of the reservation I’d made online, which included damage coverage, wasn’t able to be honored. To add coverage would be an extra $40 above the confirmed price. I showed the employee my rental confirmation on Avis.com, which included damage coverage, and was told he couldn’t match that price or coverage, and didn’t offer any solutions. The next day, when it became clear we’d be ~90 minutes late to return our car, we called the office to let them know - we were OK paying a late fee charge. But no one picked up even though we called 4 times from 6PM-8:30PM. No voicemail option, either. When we got back to the rental office, it was closed even though it was before 9PM and the hours listed were until 9. I suspect that the location was closed from 6PM onward. We asked other rental companies, and were told to leave our keys with a Budget employee next door, which we did. When we received our rental receipt the next morning, we were billed not for an extra hour - but an entire extra day! I spent an hour with Avis’ corporate office the next day to get the extra day’s charge reversed, which they did. Rent at your own risk.
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January 2025 by John Lillegraven
Had such a great experience. Liz is awesome! She is great at her job and took care of my family’s needs and we are so grateful for her service!
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November 2024 by OrdinaryHuman “Locomocoplate”
Be patient in Hilo. This is not Los Angele. But the experience once the wait was over was fantastic.
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October 2024 by Randy Richards
My wife and I were visiting Hilo for the day when someone threw a rock and shattered our windshield. We took the rental to the Avis in Hilo because it was unsafe to drive back to Kona, and the young lady at the counter, who's name we didn't get but has the initials DS made a bad situation seem like no big deal. She was so helpful, thoughtful, and caring that we can't even express our gratitude with words. She's a wonderful example of the kindness we wish everyone showed because the world would be a much better place. Thank You again.
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June 2024 by Chantal AITAMAI
Hello ?
We rented a car on a whim.
We approached all the other companies, unpleasant reception, who were unable to respond to our request: 6 adults and 2 very young children. And there, Avis, he offers us a car. Great. The staff really listened to us and really wanted to find a solution for us. Thanks to them.
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June 2024 by Tulsee Roze
Mahalo to the entire team at AVIS Hilo for helping my boyfriend and I. We lost some very precious jewelry that fell below the center console during our visit to Big I. The staff working the morning of 5/30 was so compassionate, understanding and retrieved the jewels quickly. We even had extra time before our flight! Thank you thank you for helping to make our visit so extraordinarily!
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March 2024 by Crystaal Zablan
Service at Hilo Airport was very friendly, helpful and made it very easy. The use of a debit card was greatly appreciated. Not everyone has credit cards, so this payment option was great! Super easy for both pick up and drop off. Highly recommended!
