Enterprise Rent-A-Car

Coming off a cruise, their «shuttle» is a small SUV, capable of handling 4 passengers and their luggage. it came round maybe once every 30 minutes, resulting in arguments over who was next. On arriving to the rental office the shuttle driver provided no help with the luggage. 5 other groups were ahead of me waiting on cars. After about 10 minutes, they take us up to the 8^th floor of the garage, and start doling out cars. when they get to me, they first offer a pickup truck, which I decline because it’s raining, we have 4 people plus luggage, and two of the people are elderly women with mobility issues. They next offer me a minivan, which looks ok but needs to be washed. They fill out the paperwork for that while washing it, but then i ask them to fold the back seat down, and it turns out that can’t be done. So now they have to change all the paperwork to give me a different minivan, that also has to be washed. From the time we got off the ship until we were on our way was over 2.25 hours, more than an hour of which was after the shuttle delivered us to the rental office. i usually like Enterprise, but this particular location is clearly an amateur operation.

The worse experience I have ever gone through with a rental company. The branch manager Sean and the front desk guy Tyler Smith have very poor customer service and are both very unprofessional. I had received (2) one day free rental from a prior bad experience with enterprise. I came to this location before and was able to apply the voucher to a rental. When I came here again to use the second voucher, they told me it was expired and invalid. The date on the voucher clearly states it does not expire until 2037! I had family members in town and wanted to rent a car for them. Tyler Smith and Sean, branch manager told me the voucher did not work and sent me on my way. They did NOTHING to help me with the voucher even after telling them I received the code from a bad experience prior. It was not busy at this branch that day at all and either one of them could of easily taken the time to assist me with this issue. But instead they both had an arrogant attitude and acted as if they could careless to help me. I spent an hour inside this branch on the phone with enterprise trying to talk to someone who could assist me. Tyler Smith and Sean (branch manager) were sitting and joking around with each other the entire time I was on the phone. When I finally got my voucher redeemed after talking to someone on the phone it was 11AM, my original reservation time was at 9:30AM! I reserved a specific car and Tyler Smith gave me a completely different one because between the time of my reservation and talking on the phone, he had given it to someone else. There is nothing professional or helpful about either one of these enterprise employees (Tyler Smith and Sean, branch manager). Use another rental company!!! If you have no other option but to use enterprise then use another location. They are the worse here and you will leave frustrated, offended and a unhappy customer. I will not be back!

Is ZERO stars even possible? I will post this review everywhere I possibly can. I’ve never even written a poor review because I prefer to stick with the positives but this one deserved it.
This location is across the street from the Hilton Hawaiian Village. It is a busy location yet they staffed the morning with one person. I showed up with one guy in front of me yet it took 20 minutes to process me through to the point I got to walk downstairs and get the car. I was surprised to see the guy still waiting for his car that had been in front of me in line since I was a good 20 minutes behind him. After sitting there for 15 minutes with no one around, I began to peek around. No one. Not one guy. Then I saw I saw the guy who was behind the counter helping me at the desk and he darted into an office. About 5 minutes later a guy came out with a car for that guy and his family. Then it took another 15 minutes before that guy grabbed another car… only it wasn’t my intermediate car, it was a little Fiat 500 for the couple that was after me. I flipped out and when I ask what that was all about the guy who pulled the car out told me «it was easier to pull up compact car.» WTF.
After I began a series of expletives, since I had now been downstairs almost an hour of my valuable vacation time waiting on my car, a guy showed up who said he was a manager. He apologized and wrote off a ½ tank of gas for me which was cool but you know, my vacation shouldn’t start out with a nearly 1.5 hour unpleasant experience to rent a car at a location that is clearly understaffed. When I returned the car and explained the situation to Eric, his response was that «yea, it can take a while at this location.» Yea, not so much, Eric. You lack of customer service skills and could use some training from your corporate office. Maybe you should let them know that a location like yours also doesn’t run so well with one guy at the front desk and just one guy pulling up cars in Waikiki in the middle of the summer. Major fail. I will stick with Alamo from here on out.

Awful service, not only did they try not to give me a receipt for returning the car, they were playing games with my deposit, this was a rental due to an accident in which I wasn’t at fault for. The entire company including the ins company which set this up. Is just a straight scam. I’m Reporting this to BBB, and action line, i will indeed and already have legal rep. BS company that threat local people like crap. I do have to add they were extremely rude and I could not believe they weren’t going to give me documentation that I returned the vehicle. I made them do so, I also took pics of entire vehicle so they don’t try anymore scams. Total disgrace representing Waikiki

THIS MAY WELL BE THE VERY BEST CAR RENTAL OUTFIT AND LOCATION EVER!!! We are well traveled, in our sixties, so that is a major achievement. Great selection of cars, very nice staff, very efficient, quick pick up and delivery at hotel. AAAA++++!!!

I had a reservation with Enterprise on Kaiulani avenue and I arrived a few hours late. The car they gave me had horrible blind spots and was a gigantic cadillac of a car, the guy refused to help me or even call any other Enterprise locations. So I called this location myself while standing in the Kaiulani location and Erica the manager was able to get me a Nissan. It wasn’t the newest looking car but it was easy to drive, clean and comfortable. There was another guy, Brian I think, that helped me get the car and be on my way. They saved me, thanks guys. I was super pissed at the other rep at the Kaiulani location.
P. S. Enterprise in Hawaii, please update your fleet. It’s seriously embarrassing. These cars look like their from 2004. The U.S. mainland locations never give out old cars like that. Ridiculous.

Despite the other rent-​a-​car experiences my wife and I had in Hawaii, we had a great experience with Enterprise. Not to mention we loved that they had a fleet of hybrids for no extra charge! We drove all around the island and barely had to fill up any gas before turning the car back in. Woo-​hoo! Trust me, avoid other places & just head right here. You’ll appreciate it.

The customer service is excellent! Erica was amazing and very easy to deal with. The location is very convenient if your staying in Waikiki. And if u are staying at a hotel that has a relationship with them, their rates are unbeatable!

Absolutely love this branch, they are professional, quick, and very pleasant to work with, they will always be our go to car rental in Hawaii.

Great experience wit this company. friendly, compassionate and helpful when involved in an accident. they are my first pick!!! anywhere

Worst customer service. I wouldn’t even give this place one star this place deserves ZERO stars. I originally got my rental car from enterprise in Waikiki but it was to big for me to drive it was a truck. So I asked if I could go to another enterprise to trade the truck in for a smaller car. She said yes I asked are you sure will there be any problems. She told me no. So I went to this location to only be treated with the worst service I was given attitude by Sarah. Then I had to wait making me late for to only to be given a car that smelled really bad and I only realized that the smell wasn’t going away tell I got out of the parking garage but by then I couldn’t turn around to get another car because I had to get to work because I was running late. So couple days later I asked my husband on his day off to go and trade this car in for another that doesn’t smell horrible. So my husband went and trade the car in. He got in to make sure that there was no horrible smell in the new rental car the car smelled fine so he thought the new car he picked was ok so he started to drive down the parking garage to only realize he was getting attacked by big ants that literally looked like spiders so he came home with the car because I needed to get to work but the ants were such a problem that I had to call my job and tell them I was going to be late because I was being attacked by ants in my rental vehicle that I needed to take it back to get another car. The ants kept on coming out of the driver door out of the AC vents no matter how much I tried to kill them more kept on coming. So On the way I called someone picked up I asked if I could speak to a manager The person on phone said I’m the manager on duty so I said I need to talk to she tells me she’s busy with customers if she can take a message and she’ll call when she’s done with her customer I told her it’s ok I’ll be at her office before she even gets a chance to call me back. So I got there to only realize it was Sarah with the attitude. So now I’m upset because I have to deal with her I’m running late again for work because of enterprise I explained to her what happened again she was giving me attitude. So she did the paperwork so I could switch to another car. She asked me if I could wait for an agent to take me to the car I told her I wasn’t able to wait because I was late for work I asked her if she could tell me what floor I needed to go to. Sarah with an attitude tells me floor L so I say ok and thank you. I get to the elevators I get in to realize there was to floor L so no I get really angry so I call my husband to ask him how do I get to where all the rental cars are She shouldn’t have told me just me go to floor L she should have told floor 5 then level L I was so angry by the time I found my way to the car. I get I start yell then I leave in the new rental car with my husband we drive down all the levels we park the car me and my husband walk back into Enterprise to show Sarah the ants that we had to deal with from the other car because we smashed them with tape so a lot of them were on the tape then I told her thanks for not telling me how to get to were I needed to go. Then I told her I didn’t appreciate how I treated by her. Bottom line is Enterprise didn’t do anything to make me leave a happy customer I thought they were trying to make things better when they told me I can bring the car back without filling it up with Gas but they weren’t the only told me that because they didn’t give me the car with a full gas tank like there supposed to. So this is the kind of service I received from enterprise.

Don’t trust the Enterprise good reputation here — they’re definitely out to get tourists. We rented a car to drive to the North Shore for the day, and were warned that we’d be charged for «excessive» sand in the car. We tracked a bit in on our feet, but not anything I’d be upset about in my own car. Upon returning the car, we were informed that we needed to initial for something that turned out to be a $ 100+ fine for excessive sand; only when we asked was it explained that this was «because the car doesn’t have mats in it.» When we objected, the fine was immediately waived «just this time,» but I’m sure they make a healthy profit off of tourists who don’t realize what they’re initialing (it was not explicitly stated) or who are less fluent in English.

HORRIBLE customer service. Car was fine but the clerks at the desk have HORRIFIC attitudes.

I don’t care what anyone says about this Enterprise location because we had the best experience ever.
The staff is friendly, starting with Leila on the phone, then they came and picked us up and Stephen the gentleman that picked us up knows the island like the back of his hand, he was amazing! Once we got to the office we told him we were going to North Shore and he went on a rampage, explaining to us where we should go, eat, which route to take and so on, needless to say we followed his suggestions and had a great day!
Thank you all, you were wonderful and we appreciated your great service.

They were very helpful and fast. We were in and out in ten minutes. Get there early for pick ups.

They pick you up and drop you off when you done. The vehicles are clean and the staff is friendly. Their rates are reasonable and seemed to be competitive with other rental places.
The only odd thing is we received a vehicle on E, but that wasn’t that big of a deal.

Do you remember that episode of Seinfeld in which Jerry has a reservation for a car, and he goes to the counter to pick it up and they tell him that while they have the reservation, they don’t have a car for him? Welcome to my world with Enterprise!
I called this location at 1778 Ala Moana and spoke to Kevin, he confirmed I had a reservation and even gave me a reservation number. We agreed I would come pick up the car between 9:30 and 10:30 am.
I showed up at 9:30 on the dot, but there were 2 people in front of me so I waited… and waited… and waited. 30 minutes later it was my turn. Why does it take 30 minutes to rent out cars to 2 people? Apparently the guy who was working likes to chat on and on about the various sights and sounds of Oahu in great detail, a great service to a first time visitor… IF there weren’t people waiting in line behind them! Well, that and answering calls on his cell from his buddies and at least one very demanding (girl?)friend.
So at 10am I appraoched the counter. As a longtime loyal Enterprise customer who had only good experiences with them previously, I felt good… and then came the surprise. the gentleman told me that they didn’t have any cars in my catagory right now but that they «may» have one in an hour or two. Okay, since I have a reservation, how about upgrading me to another catagory for which you do have a car? No I’m sorry I’m not allowed to do that, those cars are reserved already. Well, I guess we know what happens when you give away the reserved cars, now don’t we?
Ultimately the guy was unwilling to give me a car despite my reservation and he didn’t seem to care at all about it or the fact that I WAS a loyal Enterprise customer. He shrugged, waved me away and answered a call on his cell from his buddy. I went downstairs to National who was very nice and efficient and had a car for me despite the fact that I had no reservation.
In the end Jerry Seinfeld was right… Enterprise, you know how to TAKE the reservation, but you don’t know how to HOLD the reservation, and the holding of the reservation really truly is, the most important part of the reservation process.

Very helpful, accommodating staff. I would like to especially thank Max for wonderful telephone and face to face assistance. Super customer service and I will always use Enterprise and suggest the same for colleagues, friends and family. I also liked the Honda that I had at such a good rate.

Nice friendly stuff. I was greeted with a smile by Kevin at the front desk and by Max at car pick up down stairs.
Fair prices.
Reveived a nice clean Toyota mini van with very low milege (5000).
Highly recommended!

This is directly across the street from the Ilikai Hotel and the Hilton in the Discovery Bay Center. Great and convenient location for people on vacation. I got a Kia Forte for 3 days and the total came out to be about $ 170 including insurance, and a 5% discount with a Costco card.
Payed about $ 30 bucks for gas, and drove around the island twice with air conditioning on full blast.