National Car Rental - Detroit Metro Airport (DTW)

Reviews

• SS

  Samira Said

  5 days ago
  4.0
  At first i had a horrible experience when first arrived, Madina was the agent that helped at first she was very rude yelled at me and my son while trying to ask her a question she was very disrespectful towards us. We were very uncomfortable with her we pulled out and went to another agent her name was Alice she was great and helped us get answers to our questions and completed the rental agreement with us and set us on our way. The next day i returned the vehicle and a manger approached me his name was Erias, he wanted to know what happened with Madina he said he was aware of the situation and wanted to to hear from me what occurred i informed him on the whole situation he was amazing and made sure i was going to leave the location a satisfied customer. Both Alice and Erias have good customer service skills where Madina shouldn’t be working with customers at all.
• SF

  Shaied Fahie

  Aug 27, 2026
  1.0
  I've been renting from National for 15 years have and have been an executive for 6 years +spent well over 50k with the company! Today I tried to pick up my reservation I was told that I need to return the car that I chose because it's executive and I'm no longer an executive member I asked when did my executive membership expire they said they don't know! Then the manager Scott came over with a nasty attitude seemed racist even! I am black and his demeanor towards me was condescending! He that since I had 2 reservations It seems like I'm committing fraud! I provided Work badge and ID credit card everything needed and was still denied a car! Then they refused my wife as well saying because she is with me we will not be getting a car today! Very insulting and disrespectful! This branch is clearly the worst! Would be a shame to lose a loyal customer because 1 Manger felt like boosting his own ego and flexing authority 😏.
• CR

  Claudio Rubio

  Aug 27, 2026
  1.0
  Complete disappointment with Executive Elite customer service at Detroit Airport (DTW) I am an Executive Elite member and virtually spend the entire year driving National rental cars. Both my company and I invest a significant amount of money with National every year, precisely because of the flexibility and high-quality customer service I normally receive. However, on Sunday, July 26th at Detroit Metropolitan Airport (DTW), my experience was completely unacceptable. I had an active reservation and urgently needed a larger SUV because I was traveling with a large team under my leadership. The lot had dozens of vehicles available, including a group of about 20 premium/higher-category cars—the kind of vehicles I am frequently allowed to take given my Executive Elite status. When I attempted to select one, an employee named Vincent approached me. I politely explained my situation, the size of my team, and my status as a top-tier loyalty member. Vincent flatly refused, claiming those vehicles were "reserved," and did not make the slightest effort to help, find an alternative, or assist a high-frequency customer. His attitude was pure indifference. Hoping for a solution, I then spoke with another staff member—a senior woman in her 50s or 60s who appeared to be a lot manager or supervisor. Unfortunately, her attitude was identical: a cold, rigid "no" with zero empathy, completely brushing off the situation as if my loyalty and business didn't matter at all. It is extremely disappointing that after years of loyalty and thousands of dollars spent, the response to a simple request was total disinterest from both the front-line staff and management. I hope local management reviews how VIP customers are treated at this location.
• TT

  teresa Teresa

  Aug 24, 2026
  5.0
  I reserved a car with National Car Rental and the experience was very pleasant. I am usually upset after leaving the counter to get my car due to the high pressured pitch to get me to take unnecessary insurance or fake pleasantness to try to lull me into upgrading the car. This experience was totally different. The line moved steadily and the customer representative asked, as required, about insuring the car with their insurance package. When I declined, she smiled and said, "Ok. I will get your paper work printed for you to sign." That was it! No pressure, no funny looks, no judgement. I signed the paperwork and she smiled and wished me a safe drive. LOVED IT. I did have a good trip with no issues and I plan to use this company again. This was on Saturday, Aug 22nd in the mid morning time. I don't remember the lady's name but thank you still for your positive attitude and great customer service. I know that this is getting long, but the older gentleman on the walker assisting in pointing us to the car was also pleasant to interact with as well. Overall, A+ experience for the DTW Airport location. Teresa
• ES

  Emily Sneed

  Aug 10, 2026
  1.0
  My husband has been a National customer for 15+ years. We flew into Detroit and he realized he lost his wallet somewhere in DFW airport. We landed in Detroit late, since I had a drivers license, I drove the rental. The lady in the booth would not honor my husband’s reservation even though he had it pulled up on his phone and had the confirmation email. He tried to show his credit cards on his iPhone wallet, had a picture of his ID on his phone and she still refused to honor the reservation and charged us a “walk up rate.” He was literally in the car with me and she refused to honor the reservation. The part I don’t understand, he has reserved cars for me before, most recently at San Fransico airport. I picked up the car with no issues and he was not even with me. They just changed the reservation to my name. I asked her why she could not do that and got a less than helpful response. She said she didn’t have authorization to do that and she would put a note on my reservation to her manager and maybe they could do something the next day. Needless to say, we paid a $120/day rate versus my husband’s rate of $41.85/day. It was close to midnight and we needed the car, so we just paid it. My husband plans to switch to Avis because he has a discounted rate through his AA Advantage Citi credit card. We will not be using National again because of this experience. Also, the customer service number they told us to call, the after hours representative told us “oh yes, they need to move the reservation to your wife’s name. I’m not able to do that, you need to call back during business hours.” When we called back the next day, the customer service rep said “that is a branch decision.” So you may want to get your representatives on the same page so they can provide accurate information.

Frequently Asked Questions About National Car Rental - Detroit Metro Airport (DTW)