The staff's attitude was quite indifferent, the waiting time in line was long, and the on-site office was small and crowded, making it tiring to stand and wait. After picking up the car, I had some questions but no one responded when I returned to ask, and I was told to queue up again.

Very satisfied

Upon arriving in Los Angeles to pick up the car, we had booked a 7-seater Mercedes GLS SUV, but when we got to the Hertz rental point, the staff clearly told us that the system showed we had booked a 5-seater Mercedes GLC SUV. We had five people in our group, four adults and one child, plus three suitcases, which the Mercedes GLC could not accommodate. The staff insisted that their system showed our booking was for a 5-seater (even though we had a printed reservation for a 7-seater large SUV, the Mercedes GLS). Eventually, we paid an extra $400 to upgrade to an Infiniti QX80 (the rental platform's customer service agreed for us to pay the upgrade fee first and take the car to avoid impacting our schedule, and they would handle the coordination later). The staff also provided a handwritten note explaining the situation. The whole process took about two hours.

No Chinese service available. I had reserved the car for 8 AM, but when I arrived at the store, they told me they had overlooked my order, so there was no car for me. They needed to transfer a car from the airport, but even by 10 AM, it hadn't arrived. Luckily, someone returned a car of the same model, so I was able to get a car at 10 AM. I had only rented the car for one day and needed to return it by 6 PM. Sigh... When I returned the car, I didn't have time to refuel, but the staff didn't charge me for the fuel due to the inconvenience that morning.

The handsome salesman was very helpful. We had mistakenly booked a 2-door economy Nissan for three adults, one child, and five suitcases. When we arrived at the store, he offered to let us see the car first, and then surprised us by upgrading us to a larger Hyundai Elantra for free. Amazing!