What happens when you arrive at a Hertz location to pick up your rental

When you arrive at Hertz, you'll go to the counter with your reservation confirmation and a valid driver's license. The agent will verify your identity, review the rental agreement you booked online or by phone, and walk you through the vehicle's condition. You'll inspect the car together, note any existing damage on the contract, and then receive your keys. The whole process typically takes 10 to 15 minutes if you've already booked in advance.

Hertz operates two main check-in paths: express check-in (faster, if you've completed paperwork ahead of time) and standard counter check-in (the traditional route where an agent handles everything). Which one you use depends on whether you booked through their app or website and whether you've already provided all required information.

Key Takeaways

  • Bring your driver's license, the credit card you used to book, and your reservation confirmation number to complete check-in.
  • Hertz will inspect the vehicle with you and document any damage on the rental agreement before you leave the lot.
  • Express check-in through the Hertz app skips the counter line if you've already uploaded your driver's license and agreed to terms.
  • You must be at least 21 years old to rent from Hertz, and drivers under 25 typically pay a daily surcharge.
  • Fuel, insurance, and tolls are separate from the base rental rate and will be discussed or charged during check-in.

Documents and payment method you need at the counter

Bring your valid driver's license (a state ID, passport, or international driving permit if you're from outside the US). You'll also need the credit card you used to make the reservation — Hertz will place a hold on it to cover the rental, fuel, and any damage or toll charges. The hold is released when you return the car, but it can take several business days to clear from your account.

Have your reservation confirmation number ready. You can find it in your email confirmation or in the Hertz app. If you booked by phone, the agent gave you a confirmation number at that time. If you've lost it, Hertz can look up your reservation using your name and driver's license number, but having the number speeds things up.

If someone other than the person who booked the car will be driving it, that person must be present at check-in with their own valid driver's license. Hertz does not allow the renter to add drivers remotely — the additional driver must be there in person and will be added to the agreement at the counter.

The vehicle inspection and damage documentation

Before you drive away, the Hertz agent will walk you around the car and point out the vehicle's current condition. This is documented on the rental agreement, usually with photos or notes about any scratches, dents, or interior wear. You should inspect the car yourself and speak up when ready if you see damage that wasn't mentioned — once you sign the agreement, you're responsible for any damage not documented at that moment.

Check the fuel gauge, test the lights and wipers, and look at the tires. Open all doors and the trunk. If something doesn't work or looks wrong, tell the agent before you sign. Take photos of the car's condition on your phone if you want your own record. Some Hertz locations now use digital inspection tools where you photograph the vehicle yourself through the app, which creates a timestamped record.

The damage waiver or loss damage waiver (LDW) is offered during check-in. This is optional insurance that limits your liability if the car is damaged. If you decline it, you're responsible for repair costs up to the car's full value. Your personal auto insurance or credit card may cover rental damage, so check your policy before you arrive — you may not need to buy Hertz's waiver.

Fuel, tolls, and additional charges explained at check-in

Hertz offers several fuel options at check-in. The most common is "full to full" — you receive the car with a full tank and return it full, paying only for fuel you use. Some locations offer a prepaid fuel option where you buy a full tank upfront at a set price per gallon, which can be cheaper if you use most of the tank but costs more if you return it partially full. A few locations still offer "full to empty," where you return the car empty and pay Hertz's per-gallon rate, which is usually higher than gas station prices.

Ask the agent which option applies to your reservation and what the fuel prices are. If you choose prepaid fuel, you won't be refunded for unused fuel, so only pick that option if you're confident you'll use most of the tank.

Tolls, parking fees, and traffic violations incurred during your rental will be charged to the credit card on file after you return the car. Hertz uses third-party toll processors, so charges may appear days or weeks later. If you use toll roads, ask the agent whether the car has a toll transponder and whether you're responsible for tolls or if Hertz handles them.

Express check-in through the Hertz app or kiosk

If you booked through the Hertz app or website, you can complete some check-in steps before you arrive. Upload a photo of your driver's license and agree to the rental terms in the app. When you arrive, you can skip the counter line and go directly to the lot or to an express kiosk, where you'll receive your keys and vehicle assignment.

Express check-in is faster, but you still need to inspect the vehicle and sign off on its condition. The agent or kiosk will show you the car's documented condition, and you'll confirm it matches what you see. If there's undocumented damage, you'll need to go back to the counter to have it added to your agreement.

Not all Hertz locations offer express check-in, and it's not available for all vehicle types or rental agreements. Check your confirmation email to see if it's an option for your reservation. If the app says express check-in is available, you can usually complete the driver's license upload the day before you arrive.

Age requirements and young driver surcharges

You must be at least 21 years old to rent from Hertz. If you're between 21 and 24, Hertz charges a daily young driver surcharge, typically $15 to $25 per day depending on the location and vehicle class. This fee is separate from the base rental rate and will be shown in your confirmation or added at check-in if you didn't see it when booking.

Drivers 25 and older do not pay this surcharge. Some credit cards or membership programs (like AAA or AARP) may waive or reduce the young driver fee, so mention any memberships when you check in.

What to do if you arrive late or need to modify your reservation

If you're running late, call the Hertz location directly. Most locations will hold your reservation for a reasonable time, but if you're more than a few hours late, they may release the car and charge you a no-show fee. Having the location's phone number from your confirmation email lets you notify them quickly.

If you need to extend your rental, upgrade to a larger vehicle, or add a driver, tell the agent at check-in. They can modify your reservation on the spot, though rates may change and additional charges will explore. It's usually cheaper to modify before you arrive if you know you need changes, because you can shop rates online, but the counter agent can still help if plans change.

Frequently Asked Questions

Can I check in online and skip the counter entirely?

You can skip the counter line with express check-in if your location offers it and you've uploaded your driver's license to the app. However, you'll still meet an agent at the vehicle to inspect it and receive your keys. You cannot complete the entire process without seeing the car and signing the agreement.

What if I don't have my reservation confirmation number?

Hertz can look up your reservation using your name and driver's license number. Bring your ID and the credit card you used to book, and the agent will find your reservation in their system. Having the confirmation number speeds things up, but it's not required.

Do I have to buy the damage waiver at check-in?

No, the damage waiver is optional. Before you arrive, check your personal auto insurance policy and credit card benefits to see if they cover rental car damage. If they do, you may not need to buy Hertz's waiver. If you decline it, you're liable for repair costs up to the car's full value.

Can someone else pick up the car if I can't make it?

The person picking up the car must be present at check-in with a valid driver's license. They will be added to the rental agreement as the primary renter. Hertz does not allow remote additions of drivers or renters.

How long does check-in usually take?

Standard counter check-in takes 10 to 15 minutes if you have all required documents and your reservation is straightforward. Express check-in can be faster, sometimes 5 minutes or less, because you've already completed paperwork in the app. Busy times at popular locations may add wait time.