Good for the price

We are new to the hiring firm, Hertz, but have had unhelpful experiences with other hirers in the past so were looking for a new provider. Booking was straightforward, we wanted a small car so we booked one. The insurance issue could have been made clearer as we did not want to have any add-ons
The pick-up was straightforward, thorough and conducted in excellent English. We were offered an add-on insurance but did not take it as we think that the whole bundle should include all possible insurance at the booking stage.
The car was clean and easy to drive but a better map and some simple instructions such as to how to operate the lights, would have been an improvement.
We had a puncture so I rang the service centre to ask what to do - the operator was English so it was easy to understand the options and we soon got it sorted. She was calming and informative which was helpful.
The return was dealt with promptly but somewhat curtly particularly in relation to the puncture issue - some more customer relations training required here - as we needn't have said anything about it. There was no inspection of the state of the car in the customer's presence which we have experienced before with other car hire firms so we think there is room for improvement at this stage in the hiring process.