3255 Aolele St, Honolulu, HI 96819
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I have always been pleased by the staff and vehicles when using Enterprise. This location reflects my previous experiences. The only drawback may be the off airport location of Enterprise locations. One has to plan for a bit more time when picking up and dropping of your rental.
Reservation through DELTA airline, no problems. At Honolulu only had to wait 5 minutes between shuttle, just missed one walking out of terminal. Very personable and helpful driver, "ED". Office is located off airport along H1, not great but confusing coming back for drop-off. Although tons of cars there was not offered an upgrade and lot attendant started at the smallest (and cheapest looking) of our category selection. The car selected was very new, only 3000 miles, fairly clean and worked for us.
This location has weak managers who hide behind a written policy rather than make thoughtful management decisions to help support customers. As long as there are no glitches, they are adequate, working as smiling, happy robots. However, if any problem occurs, youre on your own, and they tell you this with a smile on their faces.
I was extremely disappointed in this office as they left my girlfriend to fend for herself and find her way home on her own very late at night in the rain rather than let her drive my rental when my flight to meet her in Honolulu was canceled due to weather.
The problem seems to be due to the management at this office who would rather regurgitate corporate fine print than actually use their brains and act with customer service in mind.
The on-line customer service number is also not to be trusted as they actually lied and told me they added my girlfriends name and phone number to my reservation so she could pick up my rental but turned out they never did.
I don't trust this company, especially the Honolulu office as they seem more interested in not making waves and following written instructions than in dealing with real people and real-life situations.
Service was very smooth at pickup as well as at return. We were in a rear-ender on our last day (we got hit by another driver) and the folks at Enterprise were very helpful with advising what we needed to bring in since we hadn't bought their insurance. Returning the car went very smoothly as well.
I am business traveler that that spent many months in Enterprise vehicles in last few years. When I was on personal vacation and had problem induced by Enterprise, they were unwilling to help even in purely symbolic sense. "Call enterprise, we would pick you up" they say (on their own office phone answering box too). Dosn't apply to this location and you learn when you need a car and instead have to arrange transport to the rental facility. OK, not a big deal - can you at least do something to show you care that this is not as advertised? Can you reduce price for symbolic amount, be genuinly appologetic (as opposed to "not my problem" attitude)? Or for the "customer service" team member on the phone - how about starting with the basics and when asked by customer to be directed to survey, don't hang up phone instead?
Agents were helpful and great service fast and easy. Drop off was also great no hassles. I always use enterprise where ever i travel there rates might not always be right for me but its the friendly helpful service that Enterprise provides on the phone and in person. I will continue to rent from Enterprise.....
Always have a positive experience with the service agents when picking up our vehicle. They are friendly and helpful and I like the idea that they take you to your rental and go over the vehicle with you. Dropping off is also pleasant. That is why I am willing to continue renting from Enterprise even if there are cheaper deals available.