Hertz - 77717 Playa del Carmen

Reserved a car one week before departure, when I arrived at 10 am to pick up my car, there were one guy at the counter and I had to wait 50 minutes to get in. When I finally got in he did not have a car for me, and could only offer me a car for double the price I reserved for. I was told to ether upgrade for double price or wait for my car to arrive, which could be in 10 minutes or two hours. I asked what the purpose of reserving a car was if they don’t have any, of which he couldn’t answer. So I had to leave without a car today and ended up taking the bus instead. Thanks Hertz!

We had a reservation for a car and a car seat for 9am. We were told nothing was available. They said they would call or, text when they had a car. We returned five hours later, they still had no car. After a firm conversation regarding the meaning of a reservation with the manager, a car miraculously appeared in their lot. We had to go to the local Walmart to buy a car seat. DO NOT DO BUSINESS WITH THIS LOCATION. Your reservation is meaningless.

Worst company ever Stay away. There is no communication between the online booking and the rental office. They don't know how to make money other than ripped you off. They are totally scammers and their system is a joke I booked a car on the 26th of January online for 700mx i went to pick up the car one hour later and the car was not ready. Had to wait another 30min. They persuade me to buy insurance for another 250mx so i did. Initially booked for one day, but was told i cannot extend over the phone if you want an extra day. So i went back to the office a few hours later and gave me an extension, agreed at 950mx; they have explained me that that the 3rd day will be charged at 2000mx. We went on our trip and we return on the 28th with the vehicle washed, Vacumeed and refilled with a full tank. Only one hour and 5 mins later than we supposed to, cause the baby was unsettle and we had to stop several time. We return the car in a better condition than we pick it up. One of the worker even said "wow, we should probably reward him" however the employee who did the return paper charged us 2000mx because the third day was tripped. And not only that because the online promotion was now invalid they even charge me the second day at 2000mx. So, a car that supposed to cost me only 1900mx it cost me 5172mx I have lodged the complaint online through hertz website, to the police and to the profeco which they supposed to be the consumer protection in Messico. Until today no one has replied back. Thank you Playa del Carmen! Corrupted people everywhere

BEWARE! SCAM! BEWARE! I used Hertz Playa del Carmen. They left me without a car for 2 of my 4 days reservation. The only customer service offered was "we are not responsible. Check the legal disclaimer". Once they finally got a car they forced me to take their CDW(LDW) or a USD 20,000 authorization on my card, in spite of my card having coverage. When I got there to return the car at closing hour the office was already closed (before the hour!!) and they charged me an extra day at higher price than agreed on reservation.

STAY AWAY. These guys are just trying to rip you off. We reserved a car through the website, when we arrived they wanted to charge us double the price "for the insurance". They deliberately refused our preferred credit card of payment, trying to get us to transfer the contract to my name, which, as a foreigner, would also cost 50% extra. The required deposit was 33000 mxn pesos which is absolutely ridiculous. At the end we went to another place down the street which was way faster and the normal price, everything included. Again, don't waste your time/money and dtay away.

Do not honor reservations. They didn’t have the car I reserved and tried to charge me 2x for a more expensive car instead. Then they tried to charge my credit card $10,000 USD for a deposit. Unbelievable. I left without a car. Avoid.

I have rented a lot of cars in a lot of countries and I can definitely say this was by far the worst rental experience I've had. They do not honor the reservation rate. Insurance (liability) is mandatory in Mexico, so the agent added insurance, which increased the rental cost by over 3 times the reservation rate. I wasn't sure whether to laugh or he was being serious, until I realized he was actually being serious. After more conversation the rate was halved (from the 3+ times higher rate), somehow without any insurance even though liability is mandatory. Weirdly, the new rate was still way above the reservation rate, even though apparently nothing additional was added to the reservation. Needless to say, I decided not to rent the car over there. Getting a car for each person takes a good hour, that was the case with the person in front of me in line and the one spoke to when waiting (he had to come back to the shop to have them return his deposit that they took at the time of rental). I am a Hertz President's circle member and my experience with Hertz, primarily in the US has been great.

Very BAD experience!! We booked a Q4 type vehicule (SUV) via BSP-AUTO months ago. When we arrived to pick up the vehicule, it was -coincidence- not available! They pushed hard to make us accept another type of very expensive vehicule in replacement. We refused and emphasized several times that the availability of a car booked is their business. They finally « found » last minute another car with no surcharge. See the vehicule photo, it was far away from what was booked and paid (low cost vehicule with few equipments). With not other choice, we accepted. They tried at the same time to sell expensive insurances. We refused (check your VISA or MasterCard insurance notice it is often covered even if they will say it is not). Very quickly we noticed that the vehicule was not prepared at all for a rental: dirty indoor, no wash fluid and…lack of brake fluid signal! When we returned the car they once more tried to cheat us by saying that the tank was not full enough. When we picked up the car the tank was 75% full but (our mistake) we did not realize that on the inspection report that you receive by email only few minutes after leaving with the car it was written Full. We did not accept and they show us FAKE photos of the tank full at departure. The photo was blurry and the kilometers were not visible. Our chance was that we had the photos with the date and hour of pick up with the tank 75% full only. That gave up with this proof but you see the level of confidence you can have in this rental office. Our advice if you have no choice than using this rental office : check very carefully everything, take photos and send them to yourself by email so that you have the proof of date; do not give up if they try to cheat you, insist again and again; in case of problem make a complaint to Hertz or the rental provider; download the Guest Assist app (provided by the State of Quintana Roo) and fill in a Tourist vs Service Providers complaint that will be treated locally by the Tourism Office.