The service was excellent, and the staff at the front desk were very patient.

Quite satisfied

Hertz said they had no cars available because I had booked less then 24hrs before my booking. The lady at the counter said she didn't have to honour bookings that were booked less then 24 hour before the collection time. She confirmed this with her colleagues. She said try other companies but they are probably full as it's Christmas eve. I tried a few other companies and they all had no availability. I went back to the same hertz counter and lady and asked if they had anything available. She said no. I asked was there anything even a van, anything. eventually she said they had a Tesla but it was over $1000 for the 3 days. I had already paid €254 to QEED. The $1000 was too much. I contacted QEED who asked me to ask for a letter saying they had no cars available, I asked the lady at the counter for this, she said she can't do this but to ask the manager who she said was somewhere downstairs. I went looking for her for about 20 minutes asking other staff in the car park etc. I then came back to the counter and said I can't find the manager to the lady. Then another lady stepped forward who was the manager. I explained that I was told there was no cars but I had a confirmed booking. She instantly said take any car as if there was no issue in the first place. Of course I was delighted with this. The lady who made everything complicated then processed my booking as if nothing had happened. It was stressful and I don't understand why it was made so complicated. The lady behaved as if nothing happened. Even how she said they have no cars was as if she was saying something totally unimportant. Strange experience, I think the staff must be exhausted as it seemed like dealing with an emotionless person. Its as if she was telling me where the bathroom was not 'we don't have any cars and your holiday is potentially gonna be very stressful lets see what I can do to help.' Luckily I was on my own and felt quite relaxed as I wasn't in a rush this day. In the end I got a TESLA for the same price which was great. Just odd to priced at $1000 + then told its no extra just take anything. I am a gold member of Hertz perhaps that helped. I don't know. Everybody else was great to deal with expect the lady at the counter. Very strange.

My experience with Hertz could have been better.

When I collected the car the man at the counter tried to charge me an extra $25 for being 20 minutes early (09:40 for a 10:00 collection) and when I suggested I wait the 20 minutes in the office he was clearly displeased but carried on with the admin of check in. Then he advised that if I was at all late bringing it back he wouldn't hesitate to add a charge (Failing to notify me of the statutory 30 grace period shown in your terms). Fortunately he didn't add the charge after my objection but it left a bad taste in the mouth and I remain irritated by his attitude. Fortunately the staff member to whom I returned the vehicle had a significantly better attitude when checking the vehicle for fuel, mileage and damage (full tank, no damage).

Amazingly friendly customer service from the agent in Santa Fe! I started my rental with a smile :)