Hertz - Burbank - Hollywood Burbank Airport (BUR) Reviews 

Location of rental car counters at Burbank is a ridiculously long walk. Hertz and others should press for change.

Burbank Hertz is very good. Car in good shape, excellent friendly service

It went very smooth getting and returning the vehicle. The best process with a rental car company I have had. Love the ability to walk up and get into the vehicle and drive away!!

Nice car with no delays. Pick up and drop off at two different airports with no hassle.

Easiest rental yet. Great service

Problem with car and had to exchange adding over an hour of headache to a business trip.

Easy, instant pick up with zero paperwork. Was upgraded one class of car due to a credit card promotion and was assigned a gorgeous new Mercedes Benz GLE 350, which was an amazing car to drive. Helpful and friendly Hertz staff. 100% satisfied.

I needed a wheelchair when turning in my rental, to get from Hertz to the baggage claim.
A Hertz employee drove us to our airline we flew on and dropped us off, he helped with our carry on's to put them on the curb. We were very impressed with the service.

Hertz is typically my preferred rental car company because the process is usually quick, convenient, and easy to manage. Unfortunately, I was disappointed with my most recent rental experience.

I booked a mid-size SUV and was advised that the vehicle would be a Honda Pilot or similar. I picked up the rental at approximately 8:00 PM because I had a road trip to San Francisco scheduled for very early the following morning.

At pickup, I was provided with a Volkswagen Tiguan. Since I was unfamiliar with the vehicle, I assumed it was comparable in size to a Honda Pilot and accepted it without questioning the vehicle class.

The following morning, when we began loading our luggage, we immediately noticed that the vehicle had significantly less cargo space than we had expected. After researching the vehicle, we discovered that the Tiguan is classified as a compact SUV, rather than the mid-size SUV we had reserved.

At that point, we did not have enough time to return the vehicle and exchange it because we needed to begin our six-hour drive to San Francisco. As a result, we had to place some of our luggage and belongings in the back seat, leaving very limited space for my two daughters during the trip. This made the six-hour drive considerably less comfortable than it should have been.

I have attempted to contact Hertz directly regarding this issue but have not yet received a response. Since the reservation was made through Priceline.com, I also contacted them to explain the situation. Priceline has been working to contact Hertz regarding a possible partial refund, but I have not yet received an update.

I understand that vehicle substitutions can sometimes occur; however, I believe providing a compact SUV when a mid-size SUV was reserved significantly impacted our experience. I am therefore requesting that Hertz review the reservation and consider providing a partial refund or appropriate adjustment to compensate for the difference in vehicle class.

I appreciate your time in reviewing this matter and hope we can reach a fair resolution.

Great staff and ready vehicles every time!

Great, consistent service

Easy in, easy out. All good. People were helpful and friendly.

Seamless rental experience, car satisfying

★★★☆☆ Hertz Burbank Airport

I am a President’s Circle member and a frequent Hertz customer, including at many locations outside the U.S. This experience fell short of the level of service typically associated with that status.

Despite entering my personal credit card in advance and tagging it to this rental, the reservation defaulted to my preferred card, which is my corporate work card. Once a rental is in progress, payment methods cannot be updated in the app, so I had to go to the counter to correct this.

At the counter, there was one attendant and two customers ahead of me. I waited approximately 20 minutes. During that time, at least three other employees passed through the area. None offered to assist customers in line, and instead they distracted the sole agent with casual conversation. While this may seem harmless, it is frustrating when you are trying to resolve an issue quickly and need to catch a flight.

When it was finally my turn, the original attendant packed up and left for the day. Two other agents were present but appeared to be logging in. I waited an additional five minutes with no acknowledgment or communication. Eventually, I had to ask if anyone was available, noting that some of us were on tight timelines.

The payment method was ultimately updated, but the lack of professionalism, awareness, and basic customer communication was disappointing.

This situation could largely be avoided if the Hertz app allowed customers to clearly designate rentals as personal vs. business, enabling both personal and corporate cards to remain on file and expenses to be tagged correctly from the start.

I continue to value Hertz overall, but this location has clear opportunities to improve customer service consistency and frontline engagement—especially for frequent and loyalty customers.

It’s so easy with Hertz, just find my name on the board and it directs me to my car,

Good car, ready when I arrived and all went well

Car was dirty, broken pieces, window noise

My vehicle was available when my flight arrived.
The interior and exterior of my vehicle were clean.
The vehicle selection was excellent.
Vehicle check in was efficient.

The selection for all levels of gold members is atrocious. Being in President Circle means nothing when the only option is a basic trim level Altima. I am seriously considering moving my loyalty, just haven’t had the time to review other programs. But something has to change.

Good selection of vehicles, easy pickup and dropoff