don't go while the woman agent is there
On 9/17/26, I visited the Hanover, Massachusetts Hertz office to confirm the reservation we had booked through AAA. Although the agent initially told me no reservation existed, she later spoke with the Manager, Rui Carvalho, who confirmed that something had been cancelled in the system but that we did indeed have a reservation for a Nissan Rogue (or similar) for 9/23–9/28.
We planned our pickup carefully to avoid traffic and delays. On 9/23/26, we arrived at 3:50 PM—ten minutes early. The office was empty, and we waited at least 5–10 minutes before my wife walked around the building to locate someone. Eventually, both the agent and the Manager came in from the back.
When the agent looked up our reservation, she again told us we did not have one. She stated that two reservations had been cancelled and that no SUVs were available, essentially telling us we were out of luck. She could not explain how this happened and offered no solutions. I reminded her that I had come in the week prior to confirm the booking and was told everything was set. She repeatedly sought help from the Manager, who remained polite, professional, and helpful throughout.
I also reminded her that the reservation was made through AAA. The agent appeared inexperienced and unsure of how to resolve the situation. Ultimately, the Manager pulled an SUV from a later booking to accommodate us, which we greatly appreciated.
At that point, they needed to create a new reservation in the system. The agent’s program (Dasher?) would not allow her to enter a new reservation under her login, so she again had to rely on Rui to input the information. More time passed. When the reservation was finally created, the vehicle was smaller than what we originally booked, but due to the delays and stress, we accepted it.
Next, we needed to add additional driver information. We reminded the agent—again—that we booked through AAA and that my wife should not be charged as an additional driver. My sister in law was traveling with us, and we expected to pay her fee, though I did ask whether it could be waived given the ongoing issues. The agent declined.
Although the rental time was recorded as starting at 3:14 PM, we did not leave the office until almost 4:00 PM. What should have been a simple 10–15 minute process took nearly an hour due to the disorganization and incompetence of the office.
The only bright spot in this experience was the Manager, Rui Carvalho, whose professionalism and willingness to help were greatly appreciated.
