I ordered a Hertz car rental in Miami from the Miami airport on Kayak. I was traveling with my 13 year old son, ordered Hertz, as thought it was a higher end company so things would be better, easier, safer, etc. This was my first time traveling with just my son. We arrived in Miami and made are way to the car rental location (which takes a while in Miami as you need to take shuttle). The staff at the Hertz counter told me my car was to be picked up in downtown Miami. I told them I would not have requested that, as I selected Miami airport, since we flew in to the airport... to my shock, because I booked through Kayak they said it was my fault and they were not willing to do anything to help me out, other than point me in the direction of the taxi cabs outside. They said Kayak may have pulled up all Miami locations, and I should have noticed that the address was not the airport (I entered Miami Airport in my search, so when the option for my car came up of course I assumed that was the address of the rental center at the airport. In the end, they refused to do anything to help me (they wouldn't give me a car from airport, wouldn't give me a cab voucher, no discount for my trouble, and no ability to switch drop off on return trip. The woman said, "why would we offer anything like that, we didn't do anything wrong." Nice service Hertz... so our only option was to take a cab to the downtown Miami location (20 minutes away in the opposite direction of our final destination 2 hours away...) Since they were not able to let me return the car at the airport, my son and I had to drive to downtown Miami at the end of our trip (out of the way) and then take an Uber back to the airport. The downtown Miami location also did not have a sign outside (just a very small small sign you could only see from one direction and it had graffiti on it, this resulted in us having to drive around the traffic congested downtown area 3 times until finally spotting it.) The entire experience was awful from a Hertz customer service experience (though it should be noted the folks in downtown Miami office were nice. The supervisor at the Hertz counter in Miami (I didn't get her name) was terrible. She was defensive, unhelpful, and rude to us. Additionally, it cost me $70 more for cabs to get back and forth from downtown, created a lot of stress, and took time away from our vacation. Kayak should not present locations different from what you put in the search (or they should be much more clearly labeled that it's NOT what I selected.) And Hertz should have attempted to help us. Because I booked through Kayak and prepaid, they said I was not their customer.
