Poor

No queues, quickly completed the procedures

The process was fairly simple.

Long waiting time. Rough service. The return location was not clearly explained (such as providing a map), and it wasn't mentioned that there was a gas station at the return point. There was no room for negotiation regarding minor scratches on the vehicle, for which responsibility was unclear and as we were rushing to catch a flight, we had to accept responsibility passively. Moreover, they did not provide specific details on the charges, such as items, amounts, and basis for charges in a timely manner, which affected our ability to claim insurance.

got a nice upgrade, good condition, quick and easy

I didn’t order insurance when booking in advance online, for the simple reason that it clearly states on the booking website that you CAN use your own car insurance, and DO NOT HAVE TO buy it threw the rental company. I bought Allianz car rental insurance which according to them, covers both the Hertz company and Israel as a country in general. Upon arrival at the Hertz desk at Tel Aviv International Airport I was laughed at and rudely told by both the man and woman there that there is no such thing as having your own insurance and that everyone MUST pay whatever amount the rental car company charges for insurance, whether you want to or not. Basically at the end of the day I waited 4-5 hours for an explanation and clarification about the prices and total amount I would owe if changing my order to a smaller and cheaper vehicle in order to avoid paying double the amount I had printed out from my online order confirmation. I still ended up paying much more than expected and way more than the original price I booked online. I am very unhappy with the service I received and I will never again use Hertz. If at all possible I would appreciate some type of compensated for all the trouble, extra fees and waste of my time while on vacation. I honestly never thought it would be THAT difficult to rent a car and get a decent price, especially considering I booked it online in advance, planning and preparing for my travels ahead of time. Saying I am disappointed with the way that worked out would be an understatement.