Hertz - Windsor Locks - Bradley International Airport (BDL) Reviews 

Great service, as always. My name was on the board, got an upgrade though I declined since I like driving smaller SUVs (thank you anyway!), the vehicle I chose - a Buick Encore GX was perfect and perfectly clean. Driving out and driving back in on return day could not have been easier.

The woman at the counter is absolutely always a pleasure, as for the Kia Carnival it’s was very dirty , driver seat had something white all over it and the front counsel, the 2nd row had tons of crumbs and goldfish and the carpet needed to be vacuum.

There were very long wise with only one person helping people. During big times at the airport, it would be more efficient for there to be at least two individuals working in parallel.

We had an issue upon arrival and the receiving employee was very understanding and helpful, as was hertz in rectifying the issue.

They stayed open late for delayed flight arrival!

Able to reserve the small hybrid SUV that I wanted. Quick service, clean car.

A car was not available when I got there, there was one person at the desk and a long line (approximately 1-hour to get to them) and no one in the ramp area. I went out and found a vehicle in the ramp but not in the gold section and assumed it was OK to take it since it was the same make/model of what I had reserved but when I got to the gate to leave I was turned around and lost even more time as I had to go to the counter to have a vehicle assigned. Additionally, I had spent over an hour on the phone with customer service the day before to avoid this very incident from happening. I also modified the time for pick-up and drop-off on-site since it took well over an hour to even get the car beyond my pick-up time and that wasn't changed either. This was not specific to me either, everyone in line was having issues and there was no one at Hertz to address it. The individual at the counter was fine and he did his best...quite good under the circumstances. This was a failure of the organization and not the customer service representative resolving the organizations problems.

I recently extended my reservation by a few days, which unfortunately resulted in having to downgrade from my preferred vehicle category to one I was less comfortable with.

I decided to reach out to your staff to explore the possibility of changing my vehicle to something more suitable. Unfortunately, rather than taking the time to listen to my concerns and understand what I was trying to accomplish, I felt completely dismissed.

I wasn’t expecting special treatment, simply a willingness to listen and make an effort to find a reasonable solution. The lack of attention and customer service was disappointing, especially when I was simply trying to improve my rental experience.

Not on the gold board. had to stand in line to get a car.

There were no cars left so even as a gold member I had to wait to speak with someone. Luckily they had a car left but it was not what I had reserved. No apology from staff.

I do not respond to non-compensated surveys. If my opinion is worth something, tell me what it is worth. And, significantly, if you want something from someone, at least get their name right. You didn’t.

Forced me to look for a line that didn't exist for Gold Membership after guaranteed contactless pickup didn't happen.

When I was finally helped the employee was clearly overworked and consequently very rude and unhelpful.

Was charged for extra hour and it took me 45 minutes on hold to fix. Website held different and confusing receipts. You should warn customers they will be bombarded with fake emails from "Hertz" about damage to car after they turn it in. They are very realistic and you should clarify at the time of return that there is NO DAMAGE and to ignore emails to the contrary. Even your "chat bot" was not able to be totally clear about this. The car we rented was fine but the whole process of returning it was fraught.

- A 20th-century computer system does not let you change to a different credit card than the one under which you originally made your reservation. You have to wait until you return your vehicle to change the card. So, at the time of return, you're charged to the new card and have to wait days for the hold on your original card to drop.
- There was only one person working the location at 7 am on a Tuesday morning and they were inside helping people with reservations. No one was outside checking cars in and since I needed to change my card (see the first bullet point) I had to go inside and wait, and wait, and wait. Not very comforting when you are trying to catch a flight.

Several things:
- the car we rented was great: heated steering wheel, heated seats, comfortable to drive
- having Gold status made getting the car quick and easy. Return was fast too.
- the Return staff was pleasant and efficient.

Easy Booking process!
Easy to choose the vehicle you wish, quick on check in and the vehicle was perfect. Clean and comfortable. The cars are at the airport, no shuttle bus after a long flight.

Everything was taken care of when we reached the desk. We were just handed the keys and the parking lot number of our vehicle.
Easy out with just scanning our drivers licenses as the two drivers. Easy in upon return.
The rental car agencies are in a parking garage across the street from the terminal. An easy walk with an elevator to get you to the correct rental agency.