We had a good experience in July, no trouble though the car had some scratches on it supposedly due to the car wash. The exit guy noted this issue and we did not have any trouble upon return. The Gold service was very fast - no lines - but be sure to allow sufficient time on your return for the shuttle bus. There was a long line and it took a while before they added another bus. As for upgrades, it's not the Emerald aisle but I'm sure they will let you trade up to the next class if you don't receive something you like. I think we got an Infiniti on our midsize rez.

All in all pleased to give Hertz a 5* rating, which is the exception for car rentals in Hawaii.