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April 2024 by Ricardo Aldrete
Excellent attention
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April 2024 by matt gallina
Shaunte went above and beyond to help our party out! Definitely would rent from here again. Best car rental experience ever!
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March 2024 by Aidan
We reserved a car online and then once we get there the guy working the counter dealt with a guy for 30 minutes without acknowledging us. When he goes to help someone get the car he tells us that he has cars even though he can’t find our reservation. Comes back 15 minutes later and says he has no cars. Why are they hiring incompetent people? I know this review won’t reach the attention that it needs to but thank you for ruining my day in Las Vegas.
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March 2024 by Robert Meadows
Booked a month in advance and I was still stranded in a foreign city as a homeless man for 4 days because I trusted this business.
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March 2024 by Matthew B
I recently had an extremely disappointing experience with Hertz Car Rental at the Wynn. Despite having made a reservation through AAA, my experience was far from satisfactory. After waiting in line for nearly 40 minutes, my excitement quickly turned into frustration when I finally reached the counter, only to be informed that there were no cars available.To make matters worse, while waiting, I overheard that the few cars they were providing to customers ahead of me were on empty, forcing those customers to head straight to a gas station. This is simply unacceptable.When I expressed my concern to the employee, especially mentioning that we had an appointment within an hour and desperately needed the car, the response was shockingly indifferent. The employee's dismissive "whatever, there's no car for you" was not only unprofessional but also left us stranded and stressed.I had high expectations from a service associated with AAA and from a prestigious location like the Wynn. However, this experience has significantly tarnished my view of both.The lack of preparation for reserved clients and the poor customer service is not what I would expect from such reputed entities. This experience was not just an inconvenience but a total letdown.
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March 2024 by Laura Gutmann
Possibly the worst experience I’ve had at a car rental. They said they were out of cars and had no apology, no plan, and simply said we’d have to get on a waitlist to see if one would turn up even though I had a reservation. Wasted hours trying to figure out an alternative. They also admitted they had premium cars but didn’t want to give me one at same rate. Phone to customer service took 30 mins. Then wait at alternate location was an hour. Absolutely no regard for customers. They also gave someone else a car ahead of me and when I asked why, wouldn’t reply. So clearly they did have a few cars but were only giving them to certain members.
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February 2024 by Victor La
We made a reservation through Dollar and when we went to the Wynn on Dec 27 to pick it up, they said they had no cars available. They mentioned they had to prioritize Hertz customers…What is the purpose of a reservation if you can’t honor it? It would have been nice if they could have let us know sooner. Although inconvenient, we could have made alternative plans.I’ve had better luck with other companies, like Budget. If they didn’t have a particular car available, they would try to find an alternative for us instead of leaving us stranded.
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January 2024 by L J
Awful experience at Wynn and Encore Hertz desk. Tried for two days to get them to honor my reservation. The first day the Wynn told me they did not have enough cars after waiting in line for an hour. Told me they would have a car for me the next morning. Day 2, came back - me and another gentleman both with the same predicament from the day before. Manager said she was going to the garage to get our keys. 30 minutes later she returns to tell us that the cars she had for us were too damaged to safely rent to us. Sent us to the Encore hotel Hertz desk as the manager Rowena could probably help us. Well...Rowena said that she did not have cars either but was expecting some to be returned in the next hour and took my cell number and promised to call me when a vehicle was ready. Guess what? She never called. Incredibly irresponsible. I'm not sure how Hertz can operate this way and stay in business.
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December 2023 by Gabriel Rodriguez
Ours pickup time was at 12 and when we get here nobody was here only a note whit a phone number we called and someone told us that is in lunch and we have to wait, for this we lost a reservation in a attraction , why you offer that our if nobody is here ? This sucks
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August 2023 by Raj Kasinath
I don't think I will ever rent at Hertz. Perhaps it was the busy location but terrible experience overall. The place was a mess with lots of disgruntled customers like me milling around in the Vegas heat wondering what's going on. Prepaid, but did not get the vehicle that we selected. Instead got a downgrade. But still charged the higher amount. When I enquired, on-site customer service said they will take care of it when I returned. I had already called customer service on the phone and they said the same thing: on-site will sort it out. Then came the never ending customer service loop strategy. When I returned they said call customer service and gave me the same number. Was late in the day, and I was so tired by then that I just left. Frankly my time is more important to me than getting a refund. It was not worth the hassle. In the end I did not call customer service but in principle this should not be that challenging, given Hertz did not honor their end of the deal to begin with. If I could, I would give zero stars for the experience.
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August 2023 by ilias900
Booked a two-week rental car at Hertz - Encore for vacation. The manager Adam was incredibly accommodating and knowledgeable, answered all our questions and went out of his way to help us out when we ran into some trouble later on. I cannot stress enough how happy we are with the service that we received here. Thanks again for all the help Adam!
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August 2023 by Gowtham Nanjukutty
By reading the other reviews, it looks like the car unavailability is the major problem in all the hertz offices located in hotels.It doesn’t matter how early we book because I guess the car’s availability would vary based on how many people return their rental cars on time. I got into the same situation and my reservation was previously in Resorts world for morning 8 AM and when I got up, I could see a message sent at 7 AM that there is no available car ?.Then I changed the location to next nearest location, Wynn hotel.I am glad that fortunately a day Car was available. It’s true that the guidance to reach this location is not very clear and it took me 30 mins to find it.I got the best support from Shawnte. I had called her to confirm the availability of the car before reaching the location. She made sure that a car is available to me and even she provided a free upgrade as well.So, If you are booking a car in Vegas make sure to call the nearest location and confirm the availability.I think the availability of car at airport location will be better but you’ll have to pay little higher prices, but it’s worth it as it would be hassle free. Also you have free shuttle service between Airport and hertz.
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July 2023 by M Smith
I reserved a medium-sized car on my phone for about a rate of $75 for a 1 day rental with a pick-up from the Wynn and drop-off at the airport. I was short on time and quickly walked over to the Wynn to pick up the car, arriving less than 30 minutes after making the reservation. The Hertz front desk agent and her manager, Rowena, said they didn't have the car I had just reserved, but that I could have larger car for DOUBLE the price. I have rented many cars in my life and every time the rental agency was out of the class of car I had booked they would offer a free upgrade. Seems like standard industry practice and good customer service, no? I told Rowena that I would be happy to take a smaller car and pay less, but that I felt it was not right for them to "force" me to pay more (double!) for an SUV I didn’t book, want, or need. Rather than give in to her strong-arm tactics I left without a car (and with the hassle of having to book another car from another company some distance away). If you are desperate and need a car at the Wynn then I suppose you have no choice but to use that particular Hertz/Dollar/Thrifty location. Othwrwise, best to avoid this location and get a car elsewhere as management at this location sucks, lacking any shred of customer service or ethics. I am a regular at the Wynn/Encore (excellent properties) and registered a complaint with hotel management which they accepted with kindness and understanding. Five stars for Wynn, zero for Hertz.
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July 2023 by Jenu
I recently had the opportunity to rent a car from Hertz at the Las Vegas - Wynn Hotel And Casino HLE location, and I must say that my experience was less than satisfactory. There are several areas in which this particular branch requires attention from Hertz management, with the primary concern being the excessive wait times for service, even for simple tasks.Upon arriving at the rental counter, I was greeted by a rather long queue of customers, all eagerly awaiting their turn. To my disappointment, the wait time was significantly longer than expected, and it seemed that the staff was overwhelmed with the number of customers. I observed that the counter was understaffed, leading to delays in addressing customer inquiries and processing rental agreements.Even for straightforward tasks, such as returning a rented vehicle or making a minor modification to an existing reservation, the wait times were unreasonably long. This not only inconvenienced me, but it also caused frustration among other customers who were eagerly trying to get on with their plans in Las Vegas.Additionally, the lack of effective communication and organization within the branch only exacerbated the problem. There appeared to be a general lack of coordination among the staff members, resulting in confusion and delays in managing customer requests. It was evident that the current operational structure of the location was struggling to handle the high volume of customers efficiently.Considering the prime location of the Las Vegas - Wynn Hotel And Casino HLE branch, one would expect a higher level of service and attentiveness. Unfortunately, my experience fell short of those expectations. The management at Hertz needs to address the issues at this location promptly, ensuring that they have sufficient staffing levels to handle customer demands efficiently. Additionally, implementing effective communication and organization strategies would go a long way in reducing wait times and enhancing the overall customer experience.In conclusion, my recent rental experience at the Hertz Car Rental - Las Vegas - Wynn Hotel And Casino HLE was marred by excessive wait times for service, even for simple tasks. I sincerely hope that Hertz management takes note of these concerns and takes the necessary steps to improve the operational efficiency of this particular location.
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June 2023 by A Smith
I reserved a medium-sized car on my phone for about a rate of $75 for a 1 day rental with a pick-up from the Wynn and drop-off at the airport. I was short on time and quickly walked over to the Wynn to pick up the car, arriving less than 30 minutes after making the reservation. The Hertz front desk agent and her manager, Rowena, said they didn't have the car I had just reserved, but that I could have larger car for DOUBLE the price. I have rented many cars in my life and every time the rental agency was out of the class of car I had booked they would offer a free upgrade. Seems like standard industry practice and good customer service, no? I told Rowena that I would be happy to take a smaller car and pay less, but that I felt it was not right for them to "force" me to pay more (double!) for an SUV I didn’t book, want, or need. Rather than give in to her strong-arm tactics I left without a car (and with the hassle of having to book another car from another company some distance away). If you are desperate and need a car at the Wynn then I suppose you have no choice but to use that particular Hertz/Dollar/Thrifty location. Othwrwise, best to avoid this location and get a car elsewhere as management at this location sucks, lacking any shred of customer service or ethics. I am a regular at the Wynn/Encore (excellent properties) and registered a complaint with hotel management which they accepted with kindness and understanding. Five stars for Wynn, zero for Hertz.
