Hertz Car Rental - Palo Alto - Sheraton Hotel - Palo Alto, California

Oliver P.

Mid Dec2024 Made a rental for our road trip to Napa at this convenient location while visiting the area.

Though not the most ideal branch based on most reviews and feedback its convenience is its major strong point however there are a number of things you should expect...

Car unit: It will seldom be what you want so if you are very particular it is best to come early to check other options.

Service: The counter desk is inside the Sheraton building next to the frontdesk of the hotel. It is ususally manned by only one person. Service is prompt and helpful. We did get messaging of early pick up availability though was also advised that the counter would be closed for lunch break.

Car rental service: Unit may not be in best condition in terms of cleanliness and other features. Ours had squeeky wipers and a small crack in the windsheild. So always do thorough inspection and allow time for changes.

All in all, not the best place to rent a car if you are very particular.

Sean O.

Well, I was able to successfully rent a car from this location so three stars for that. However, they could do a lot more to make the experience positive.

First, I got a call from this location the morning of my rental telling me that the car I reserved (and was guaranteed) wasn’t available. OK, not a deal breaker, they still had a car for me even if it wasn’t the one I had locked in. When I picked up the car, the Hertz employee was super nice so a positive point there. However, my car only had a 24% charge so I immediately had to find a supercharger to charge up. If I were on a business trip or if I had tighter time constraints, this would’ve been an even bigger inconvenience.

Next, I discovered that my car was completely out of windshield washer fluid so I had to stop at a gas station to clean the windshield. Another inconvenience.

Lastly, when dropping off the car, the hours of this location are listed as being open until 5:00 pm. I arrived at 4:00, waited 20 minutes until others showed up, one trying to return and the other trying to pick up. Without any Hertz employee, we had to figure out the process of returning from the hotel staff. Not a huge deal but there should’ve been someone there at that hour and I feel bad for the woman trying to pick up a car because she seemed to be totally out of luck.

Generally, I would avoid this location if you can. If not, I wish you luck because you’ll likely need it.

Rahsaan M. L.

Jennifer is truly the BEST! Every time I see her at the rental counter, it brings a smile to my face. In my 20+ visits to this branch and the one in Stanford, she has ALWAYS gone the extra mile to ensure I not only have a rental car waiting, but ultimately leave the lot with one of the finest in the Hertz fleet!

Polestar 2. Kia EV6. Chevy Silverado EV. Volvo C40 Recharge – you name it. I'm nothing short of grateful to be a loyal customer of this location — and Jennifer’s exceptional service is part and parcel of why!

Shubham P.

As a Hertz President's Circle Tier member with a year of consistent loyalty to the brand, it's with deep regret and frustration that I must highlight the Palo Alto Sheraton location as not just subpar but utterly unacceptable in the Hertz family. This critique stems from a series of disappointing experiences, culminating in the latest incident that not only questions the location's commitment to service but also its respect for Hertz's standards and its loyal customers.

Firstly, the communication barrier erected by the front desk is nothing short of egregious. My attempts to reach them for assistance morph into an odyssey of endless calls, often stretching beyond the 1-2 hour mark, only to be met with silence. This isn't just an inconvenience; it's a blatant disregard for customer time and a stark deviation from what one might expect from a brand of Hertz's calibre.

The pinnacle of this series of disappointments was the unwarranted $50 interior cleaning fee levied on my latest rental return. Hertz's policy clearly states that such charges are reserved for vehicles returned in a condition requiring beyond-standard cleaning measures. The vehicle I returned was far from such a state, presenting in what can best be described as normal use condition. This charge is not just unjustifiable; it's an indication of either a profound misunderstanding of Hertz's own policies or a deliberate act of customer disservice.

Additionally, the operational hours are a lottery, with the front desk staff routinely abandoning their post well before the scheduled closing time of 5 PM. In my case, arriving for a 5 PM pickup only to find the staff had vacated the premises by 4:30 PM and left the keys with hotel staff is unacceptable. The front-desk lady is really unprofessional and contains attitude. This practice not only demonstrates a lack of professionalism but also puts customers in a precarious position, having to rely on non-Hertz personnel for their reservations.

In light of these experiences, my advice to any considering renting from the Hertz Palo Alto location is unequivocal: look elsewhere. There are numerous options available where your business and loyalty will be valued and respected. It's a lamentable situation when a single location's practices tarnish the reputation of a brand I've otherwise had great respect for. It's my hope that by bringing these issues to light, Hertz will take swift and decisive action to realign the Palo Alto location with the company's esteemed standards and service ethos.

Edit: I just read another "latest" review complaining about the staff not being present and leaving from their desk early. When we call them, they never receive the phone. Why do they even have a phone number then?

Karim F.

Beware of this location, I am writing this review as I've only managed to rent a car 1 out of the 3 times I had bookings at this location. They will give your confirmed paid for car to the next person in line if you are not at the location within the hour of the reservation. This was stated nowhere in the confirmation/ reservation email. The only reason I put two stars is because the employee at the time was understanding and helped me get my money back through customer service. The other time I was there on time but the location had simply "run" out of cars.

Stephen C.

I rented my car during short trip to visit my mother who lives on University Ave. The hertz office inside Sheraton hotel is perfectly located next to Palo Alto Caltrain station and the young lady (Jennifer?) at Hertz office was very helpful to find me a gas vehicle and give me flexibility to rent my car on daily rate. I will definitely come back and rent again next time when I visit my mother in 2025!

Leo L.

I recently rented a car from Hertz and had an exceptional experience! The vehicle was in excellent condition, which made for a smooth and enjoyable ride. Although the prices might be a tad higher compared to others, the overall service quality and reliability justify the extra cost.

I used the car for my DMV driver's license test. Hertz was incredibly accommodating; after I requested insurance and permission, they promptly prepared all the necessary documents, making everything hassle-free.

Additionally, their Lost and Found service is remarkable. I had left my wallet in the car, and their team was quick and efficient in helping me retrieve it, ensuring nothing was missing.

Overall, I highly recommend Hertz for their top-notch vehicles and stellar customer service. They truly go above and beyond to meet customer needs!

Atom D.

The pick-up was scheduled for 8 a.m. according to the booking. The sign also said open from 8 am. The gentleman arrived half an hour late. Thanks for 30 minutes of lost time. The car was dirty on the seats when we picked it up. And there were leaves under the windshield wipers / And I didn't get an email for the invoice or receipt because the printer wasn't working.