Hertz - 97000 Mérida

Service is very good, the employees are very kind. The day when I was there a crazy women insult the employee and keep herself kind and educated. A 100 for this lady she knew how to manage the situation in order to keep the peace. My car was a little old but it worked properly a exception of the wiper washer.

We were quite shocked to pay about 1000$ for a basic insurance for just 2 days... the seemingly cheap price we had secured in our online reservation was multiplied by 6 because of it. We felt misled completely. Then, when we came back to return the car, we had to wait 15min for someone to come back to the shop because the only vendor had left the shop with no notice on the door or anything else.

Mexican Car Rental Story We rented a car via Orbitz and Thrifty for 8 days. The agency was located in Merida, which is the capital of the Yucatan. The car we picked was a mid size SUV. When we arrived to pick up the car , the Thrifty agency was closed, but we were redirected to its sister agency, Hertz, which was around the corner. Hertz told us that they didn’t have our car but would provide a full size sedan instead, and unfortunately have to charge us roughly 25 percent more than had been agreed when we reserved the car through Orbitz. We told them that we didn’t believe that was fair, and after a long discussion and escalating the matter to their manager, they agreed to roughly the amount that was originally agreed. They wrote down the modified amount on the rental agreement, and signed it. When I asked them to provide an updated contract, they promised to send me it to me that afternoon by email. I then was directed to a location where I could pick up the car. I went to the pickup location. At that location, I was told that the car was not ready, and had to be washed. I waited for roughly 20 minutes. When the car was delivered, it was definitely not a full size vehicle, and clearly not clean. Both the interior and the exterior of the car were very dirty. When we opened the glove box, we found several used tissues and used snack containers. We were quite shocked that an international car rental company would deliver a car in that state during a global pandemic. However, as we had already spent more than 1.5 hours arguing about being overcharged and waiting for the car to be cleaned, and still had a two hour drive ahead of us, we decided to accept the car as it was. I did not receive the updated contract as promised. Fortunately the car was mechanically very sound. It drove well and was comfortable. The air conditioning and sound system worked well. Our luggage easily fit into the boot. When we returned to Merida 8 days later to drop off the car we were presented with a new agreement, that specified a new amount that was roughly 10 percent higher than the amount that was hand written on he contract. When we queried the increase, we were told that the previous agent had made a mistake, that the manager had updated the contract with this new amount, and that there was nothing that could be done. We asked that the matter be escalated, and to talk to the manager. This request was rejected. We ended up accepting and paying for the increased amount, planing to escalate the matter through other channels. In summary the agency - did not deliver the specified car - overcharged for the car they did deliver - made multiple promises that were not kept (of a commercial, professional and quality matter) - delivered a very dirty, though workable, car

We were also scammered here. Promised one thing over the phone them were asked to pay 1,500 peso more than promised for 3 days rental. This is not the Hertz level of service you know from other countries. Look some place else for your rentals.

Extremely unpleasant experience. We rented a car to go explore the area, and pre-paid the booking to make sure we would get the car. Then on the day of the booking they informed us there were no cars available and they would not give us our car. It was not mentioned anywhere in the contract that reservations were subject to availability. We had to rent a car last-minute next door (for much more) Even worse, we've now been waiting for 3 months to get refunded and have still not received word back.

Everything everyone says is true - your reservation means nothing. I reserved an automatic midsize suv. There was only a compact, manual car available and they were not willing to offer a discounted rate for the smaller vehicle. Additionally, I called Hertz 2 days before the reservation to confirm and they acted as if I was crazy "If you have a reservation you don't have to call to confirm it - if you reserve a car, that car will be available when you pick it up. That's why you make a reservation" Thankfully, what could have been a horrible experience was averted by going to Alamo.

MERIDA OFFICE: no one was there when I arrived at 3:15 in the afternoon for a return, sign on the front door said open, the woman who showed up 30 minutes later said the returns were on the other side of the building despite there being no signage, instruction or anything else instructing clients to do so. Woman was very rude and clearly should have posted a sign saying that she was going to be gone or back but certain time. She's in proceeded to tell me I had to take the car out of the parking garage and pay 20 pesos despite the fact that I didn't have any cash otherwise I wasn't going to be able to return the car, completely ridiculous, the woman should be fired

DO NOT rent from Hertz in Mérida at all costs. They do not honor reservations and all the reservations are based upon availability (Which is not mentioned anywhere in the reservation process...) They share their rental car at fleet with Budget and 2 other agencies so it's over booked very often. People warned me about this and I did not listen. Even if you have a confirmed reservation they will not be able to tell you when they can give you a car. Having a reservation with them almost ruined my whole vacation. The customer services garbage and you will not find any answers. (Including Hertz US Corp) Thankfully I was able to find a reservation next-door at Alamo where they were honest about availability and expectations.