Extremely disappointing experience
Extremely disappointing experience – misleading sales tactics and poor customer service
I have rented cars many times over the years, but my experience with Hertz at Larnaca Airport was one of the worst.
I specifically booked a manual VW T-Cross because the higher seating position was important for my passenger, who suffers from motion sickness.
When I arrived, I was told that the manual T-Cross was unavailable and was offered a Kia Stonic instead. I refused, as it was not the vehicle I had deliberately selected. I was then offered the VW T-Cross with automatic transmission – but only for an additional charge.
So let me get this straight: I booked a T-Cross, was told it wasn’t available, and then had to pay extra to get a T-Cross.
Yes, I signed the additional charge. But I did so because I was told my originally selected vehicle was unavailable. That is not what I would consider a fair or transparent customer experience.
What makes matters worse is the response from Hertz. Instead of addressing the circumstances surrounding the additional charge, they keep repeating that customers book vehicle categories, not specific models. They seem perfectly happy to hide behind the words “or similar” rather than address the actual issue. Sketchy practices.
Even after raising a formal complaint, Hertz has shown no meaningful willingness to investigate or acknowledge the customer’s perspective.
Perhaps this is how Hertz chooses to operate. Perhaps it is technically permitted under their rental-category policy. But being contractually covered does not automatically make a business practice fair, transparent or ethical.
I left with the impression that the customer experience comes second to extracting additional charges.
I would not recommend Hertz Larnaca Airport. There are plenty of other rental companies. Save yourself the frustration and take your business elsewhere.