Enterprise Rent-A-Car

Reviews

• AC

  Andrew Chen

  Jan 2, 2026
  1.0
  The checking in and car pick up process were fast and easy. However, there was a raining day during the rental, and the road mud splashed on the windshield while driving on the highway. I tried to use windshield sweep and found that there was no windshield fluid. The mud sprayed and covered all over the windshield and it became a dangerous situation for driving. I had to stop and use bottle water to clean the windshield. I called customer service and roadside assistance. They said they can only note it, but not able to help since there was no mechanical issue. I told the staff when returning the car, the staff said she is not able to do anything. Unfortunately, the reckless attitude of this rental facility made me not comfortable even though I had good experience with Enterprise at other facilities. I did not get any help from Enterprise at Honolulu airport facility at all during the rental for this situation..
• SP

  Soo Park

  Jan 1, 2026
  1.0
  This was easily the worst car rental experience I’ve had. We had a confirmed reservation, yet when we arrived, the staff clearly had no idea what was going on. We were told our car was available, then told it wasn’t —only to end up waiting over an hour because of miscommunication between employees. At one point, a staff member actually walked us to a car they claimed was ours, only for another family to show up with the keys saying they had already been given that same car. It was incredibly frustrating and completely avoidable with better coordination. What made the situation worse was the attitude. There was no real apology for the mistake, no sense of urgency, and some staff were outright rude, as if the inconvenience was somehow our fault. For a reservation that was made in advance, this level of disorganization and lack of professionalism is unacceptable. I would not recommend this location unless you’re prepared to wait a long time and deal with poor communication and customer service.
• LE

  Lindsay Efland

  Dec 31, 2025
  1.0
  I’ve been an Enterprise customer for years but this week was my worst experience ever. On vacation in Maui, and had reservations for a jeep (since August). Received texts and emails from Enterprise confirming my reservation, credit card, arrival time, etc. The day before our ship docked I received a confirmation to check in. The morning we arrived I got off the ship and hiked to the rental office near the port (20 min walk) with two other family members who also had reservations, including elderly father in law. When we arrived at the office we were met in the parking lot by ladies with clipboards taking names for a waiting list as they had ZERO cars available (lot was barren). Not out of Jeeps but out of cars period. The woman I spoke to had 50 names on her clipboard alone and there were three of them. After calls to multiple agencies (myself, no help from them other than “we’re sorry, maybe tomorrow…”) learned that not only was the port office out of cars but also all the agencies at the airport location 4 miles away and 3 local/private companies nearby. No choice but to hike back to the ship and try to come up with plan B. Finally got a ($150) taxi to a hotel to look at the beach later, major let down. While I understand demand is high in the Xmas season (which is why I booked months in advance) it’s still a very crappy situation to lose basically a whole day of (expensive!!!) plans unexpectedly. What really pissed all of us off was the lack of communication. If we had received ANY word of the overbooked service, we could have had the opportunity to find an excursion or other options. But arriving on the day of and being turned away left us with few options when hundreds of us are competing for other services that were also pre-booked. Insult to injury was that no one would answer the freaking phones in the local offices about the charge remaining on my account because I had checked in but didn’t actually get a car. Took another hour going thru menus on the main customer service number to get a human (with limited English) to remove the charges. What the hell is going on Enterprise????? You’ve lost my business at least, from one horrible experience with zero customer care, and I’m guessing several hundred people will vote with their wallet too. Pathetic is not strong enough but be warned if you travel to Maui.
• JS

  Joe Sipher

  Dec 29, 2025
  2.0
  In July of 2025 I reserved a large SUV for a family December trip to Honolulu -- six months in advance. The day before our arrival I was asked to "Check In" for my reservation, which I dutifully completed. When we got to the Enterprise lot, there were NO LARGE SUVs for our family of 5 and a fair amount of luggage. All they could offer was a Compact SUV. Since we were in a hurry to make a dinner reservation, we accepted it and everyone but the driver had luggage on their laps. During our stay in Hawaii, I called twice and went to the Enterprise in our hotel and in all 3 interactions, no one could either a) replace the compact SUV with a large SUV b) offer any kind of renumeration. They always put it off on another part of the organization. When I returned the car and told them my story they did take something off the bill, but frankly, I would have like to have received the car I reserved. In the famous words of Jerry Seinfeld: "You know how to take the reservation, you just don’t know how to *hold* the reservation, and that’s really the most important part of the reservation – the holding. Anybody can just take them." My expectation is that with a six month advance reservation and a check in the day before, that Enterprise could hold my reservation. Not so.
• JD

  James DuPont

  Dec 15, 2025
  2.0
  There were two parts to my exp with the rental on 12/12/2025 at the Honolulu Airport, the check-in and check out. One was questionable and the other was acceptable. I've selected the lower rating due to this experience. At the check-in, about 7 am, an older gentleman wearing a hat, possibly of Filipino descent, that I had seen before and assumed was a long time employee, met me at the check-in podium. I stated that I was a State of Hawaii employee and renting the car. I don't remember him greeting me with a "good morning or can I help you?" His comment to me was, "Show me your paperwork. Anyone can say what they want but I need to see your paperwork". Luckily, I had checked in on Thursday on line and pre-registered. I printed out my reservation, which I shared with him. Normally, when I've rented from Enterprise, no matter what airport, staff greets me in a friendly manner and I identify myself as a State employee. Enterprise staff typically refer to a list of names of State employees renting a car, ask my name, confirm the rental then show me what cars are available. Very nice, very professional and very helpful. The person I met on Friday, in my opinion, as a customer, was very disrespectful. He didn't refer to any laptop or rental list. I felt like he demanded that I show him my paperwork before he would assist me. I did not like his attitude and felt like I wasn't appreciated as a customer, no matter if I work for the State of Hawaii or not. It doesn't matter to me whether the Enterprise rental agent is brand new or a 10-20 year employee. Customer service matters. Being kind and considerate and respectful of the customer matters. What was so difficult in greeting me and being friendly first thing in the morning? I would say that he should either be reminded how to greet customers or take a remedial class in customer service. When I returned the car, a nice young lady helped me. She asked me about the car, which I said was a good experience with the Honda Civic. She identified the rental and asked if the email receipt was acceptable. She then thanked me. So, two times of the day, two different staff and two different experiences. One started off terrible and the other ended on a nice note. I've been in customer service for years. I understand that everyone has good and bad days or some days better than others. I realize that not every situation is the same. However, to the extent possible, being friendly, polite and non-confrontational goes a long way towards making first impressions with a paying, valuable, and repeat customer. I would hate to file a complaint about this one individual as I don't think he reflects the level of service from Enterprise and the majority of your staff. Based on my past 40 years of travel, working for the State of Hawaii, renting from Enterprise, most Enterprise staff are friendly and courteous. One person's bad day or poor judgement shouldn't be representative of the level of customer service that I've come to know and appreciate. Mahalo.

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