Cons:Waited over 30 min for shuttle to and from airport. LONG lines upon arrival and departure. Old car missing basic features. Last time I'll go to Ace.
Anonymous, Feb 2018
Pros:Upgraded our car which was super nice for the drive up to Whistler. The staff are all really sweet and sincere. Apart from the below two points everything else was great..
Cons:The facility was super busy when we got there so took way to long to pick up the car. It’s also important to note that they close at 10pm every day so if you’re flight is delayed you may be forced to pick up the vehicle on the next morning.
Anonymous, Jan 2016
Pros:The staff was pleasant at the car rental site.
Cons:The wait for the shuttle van to pick us up from the airport was about 45 minutes. The site for the car pick up was significantly further from the airport than other car rentals. My other family members who rented with other agencies arrived at our ultimate destination much sooner (and called to see if we were okay). The pick up was not with other car agencies but with hotel pick up which was not explained by the car agency. The car itself was the type where the key wan't actually inserted in the car. The battery didn't work well so sometimes the car was difficult to turn on and wouldn't lock. The car agency also tried to apply an extra fee during the week (150 dollars more after our full payment was made at car pick up. My husband was watching our credit statement and put a hold to dispute that charge. Getting back to the airport was easier than drop off.
Edwin, Feb 2017
Cons:Everything car was dirty service was poor!
Anonymous, Jul 2016
Pros:car was clean and only had 7,000km on it -
Cons:three hours of standing in a line to be seen by agent - once we got up there and their paperwork filled out, we were given a key and a parking slip number and the agent called the next number in line - NO OTHER INFORMATION, such as gas v diesel and warning about the Portugal toll roads and that some were electronic only - after 12 days of finding ways around electronic only toll roads (we used regular toll roads and paid for them) we notice, hidden behind the rear view mirror, was a small electronic toll receiver - emailed gold car (ace's partner) but never got a reply back - very poor customer service and will have to check our credit card to see if we were billed a second time for tolls with the hidden electronic receiver
Anonymous, Oct 2019
Pros:Great Staff very helpful
Anonymous, Sep 2018
Cons:When I arrived at the airport I could not find the counter or representative. I was told there was a woman holding a sign. I waited 15 minutes for her to come back to an area just next to arrivals. The staff in the office was unprofessional and the car was dirty. With pick up and drop off, I was the only customer in the small van and the driver did not help me with my bags. He just opened the trunk and stood to watch me take out my bags. I would rather pay a bit more to have a better customer service experience.
8.0 Very Good
Anonymous, Jun 2017
Pros:Good car, good mileage, comfort and efficiency.
Anonymous, May 2017
Pros:Extremely friendly and helpful staff.
Pedro, Feb 2020
Cons:Worst customer service ever. Filthy car, and customer service rep focus only on how to charge you more. Reservation terms indicated unlimited milage but they impose a 750 miles limit to rental. I will ever rent a car there again.