Hertz Car Rental - Banff - Banff Springs Hotel - Banff, Alberta

tony L.

Never done a poor review before as I give a company benefit of doubt. I emailed two days ago but no answer.
Booked and paid for a week. Confirmed by Hertz via email. Went to pick up car and the bloke behind the counter simply said, no car available so we can’t help. Didn’t give stuff. I think he was really hung over, and it was 10am. Doesn’t excuse them not having the promised car, or even a car the next day. Dont trust hertz even with a booking.
And an AI reply to this review says it all.

Chris R.

We were quite concerned when we were running later than expected and also hadn't realised that the Hertz office closed at 1500 hrs. We travelled all day with mishaps but went anyway to check out where it was for tomorrow, after phoning several times without success. Amazingly the office manager was still there at 1545 hrs after we had walked from the town centre. He was so helpful and friendly. We were so happy after a few days where things didn't go to plan that he was able to still sort out a vehicle for us. Absolutely brilliant.

The office is located opposite the Banff Springs Hotel on the upper roundabout on Spray St. Look beyond the William Cornelius Horne statue.

Super happy with the service.

Tanya T.

Very friendly, flexible, and laid back. I’m always paranoid that car rental places will try to ding me for knicks and scratches that were already there but our experience with this Hertz was so easy going. We were late returning the vehicle (didn’t realize they closed at 3p) and were able to just park the car and leave keys in the drop box no issue. Only minor quip was we didn’t get the car size we reserved. We got upgraded to a Yukon, but really didn’t need that for 2 people and it is a huge gas guzzler.

Arnas K.

Worst institution ever. Reserved the car twice online, however once showing up I was told that they are sold out and there are no cars available... If you cannot provide the service you offering online, you should update your systems...

Nevertheless, money for reservation was not refunded even though it's been 3 weeks after first reservation was made...

DO NOT RECOMMEND

Vic H.

They canceled my reservation and still charged me reservation fee, don’t recommend this company, they will charge you as possible as they can even if you can not get yours car from them.

Davide T.

Avevo noleggiato l'auto alla Hertz dell'aeroporto di Calgary andando in direzione Banff, guidando mi sono accorto che aveva la convergenza da regolare, giunti a Banff ci siamo recati all'ufficio Hertz per chiedere se potevano sistemarla o sostituirla. Il signore con i capelli rossi/grigi la barba e gli occhiali è stato davvero scortese e scorretto perchè ci ha fatto tornare il giorno dopo dicendo che ci avrebbe dato un'altra auto ma la mattina seguente ha negato tutto e faceva finta di non capire il nostro inglese e di non ricordare. Persona molto antipatica e arrogante, meglio che cambi lavoro. Alla fine siamo dovuti andare a nostre spese a sistemare l'auto. Per fortuna gli altri canadesi incontrati erano tutte persone fantastiche

Jake

Unfortunately quite disappointed with my recent rental from Hertz Banff. Rented on two separate occasions.

The first rental was a one day rental. Scheduled pickup for 9am. Received a phone call the day prior saying the vehicle wouldn’t be ready until 10am or so as it was in Calgary, and I would receive a call when it’s in Banff and ready for pickup. Luckily I was able to be flexible with pickup that day. Overall, that reservation was good despite the minor delay.

The second reservation I was extremely disappointed with. Mentioned upon first pickup that I needed the vehicle at 9am as reserved and was assured there would be no issues about timing. Showed up at 9am, and the office was closed and locked. Employee came and opened up at 9:20am, which was no huge deal. But the vehicle I received was absolutely filthy, unwashed, low on fuel, and had the previous guests’ garbage in the vehicle as well. After all the sanitation protocols implemented over the past few years, that is absolutely unacceptable. Second star is only for the staff member being a nice guy, clearly overburdened by management.

Zhen Z.

hertz car rental at Banff spring is really not reliable at all. My reservation was at 2pm at 2/23. I called on 2/22 asking if it is possible to get the car earlier at 11am and was told it is OK. Just show up. Well, it is my mistake to trust the clerk and make my travel plans based on this verbal confirmation. The store was closed when I arrived at 11am with a sign saying “will be back at 10:30” and a phone number. I called the number and the customer service was very impatient at beginning. I was told “Your appointment is at 2pm and it was not me who told you it is OK to pick up your car at 11am.” I explained to him I made arrangements which requires me to have the car in the morning and was told “I apologize but there is nothing I can do”. He impatiently asked who told to come at 11am? I have to tell him that I did not ask the other person’s name. It is the office I am dealing with and not the person. I insisted asking for his name three times since apparently he is making this personal. He started to be nicer after telling he is AJ and the person who told me to come at 11am is Sam. He said his colleague had a broken car on Highway so he has to leave the office to help his colleague. There is nothing he can do for me except for me to come back at 2pm. I have to cancel all my other activities for the day. I was lucky since the other tour I registered allowed to cancel after hearing my incidence. I came back to the office at 2pm and it is still closed. I called the number again and was told he is on the way and will be in the office in 3-4 minutes. Yet they did not come until 2:20pm, leaving me in -20 degree temperature outside for 20mins. After they showed up, it took them another 20min to prepare the paperwork. I could not be on the road until 2:40pm. As a courtesy, I was given a 4/8 tank gas while there is actually 7/8 tank full. In addition they changed the time for my reservation to 2:20 since that is the time they showed up. I guess there is a reason that Hertz is not doing well in business. They did not care for customers at all. It is the first time for me to see that a car rental place has nobody on-site during business hour. I do not understand what kind of situation that took them more than three hours to come to the office (more like 4 hours considering the sign “be back at 10:30am). I hope the clerks can understand that most travelers on the road with limited time. It is really disruptive when they do not fulfill their words.