Cons: The price quote per kayak is misleading and does not include all the extras. When I arrived to pick up the car my total charge tripled. Very disappointed. Did not end up getting the car.
30 Oct 2016
Cons: Advertise great value online and ended being 4x the cost with their mandatory gas and insurance policy.
14 Nov 2016
Cons: I booked an Easirent car from Heathrow with a collection time of 5am.
At the arrivals hall at Heathrow Easirent was not listed among the car hire companies on the bus stop signage indicating how to reach the respective offices for each car hire company.
I checked my Easirent booking confirmation but there were no instructions how to get to the office.
I called Easirent but there was no reply on either of the 2 phone numbers provided, even though it was at that stage 5.50 and the office opening hours were stated as from 5am.
By asking around I discovered that I needed to catch a hotel shuttle bus which was due to run every 20 minutes. After a further 35 minutes the bus arrived.
Upon arrival at the Easirent office I was advised the cost of hire would be £148 and not £106 as previously advised.
I pointed out that to be totally sure how much I would pay, I had E mailed Easirent after receiving my booking confirmation to ask if there would be any extra fees and to get 100% confirmation what the total charge would be.
I was told the E mail reply I received was incorrect and the total fee would be £46 higher due to insurance costs.
£46 insurance for 2 days hire is in itself utterly ridiculous and given that I still have the E mail assuring me the total charge would be only £106, I have to conclude there is a deliberate policy to mislead customers regarding pricing.
The car checkout process takes place in an area without any lighting making it impossible to verify the condition of the vehicle.
The assistant in the office called Asad was very polite, but it doesn’t make up for the overall terrible experience and being unashamedly ripped off.
23 Nov 2016
Cons: The pickup was horrendous. Long, slow line. I think they were stuck on 1980s technology. Also, they did not even know what my booking class was. No point to pay for premium class if they don't offer it once you're there.
28 Nov 2016
Pros: Newer car in good shape.
Cons: Price was a lot more than quoted once we got the vehicle. The insurance purchased before the trip supposedly didn't cover the car according to the Easirent manager and we have to buy additional insurance.
21 Dec 2016
Never found the place
Pros: They advertise shuttle to rental office from Heathrow, but none of the shuttles even heard of them. I cancelled and went with a different company.
10 Jan 2017
Pros: The people were okay
Cons: They don't rent to people under 23, but they never mentioned that anywhere.
18 Jan 2017
Cons: Having to re-book the car at the Esairent office and pay for new insurance policy as the Kayak rental agreement as well as the insurance I paid was not acceptable nor valid as I was not USA resident. What's upsetting is you charging me insurance fee when I'm being ineligible having my mailing address for Credit Card used is Bahrain not the USA.
19 Feb 2017
My car wasn't available
Cons: This is the worst company. What is the reason for reservation if they dont have the car at the reservation time. Also they offered me high price insurance which I don't need. My payment card covers for that kind of insurance. I've end up leaving the place and not renting a car.
4 Apr 2017
Pros: Kind staff, upgraded car for free.
Cons: Took a long time to get between rental site and airport!
Pros: The whole experience was excellent. I dealt with Peter, manager of the Tower Bridge, London branch.
The service was thorough, informative, friendly and professional. The car itself was clean and performed really well.
I'll definitely be using Enterprise and the Tower Bridge branch inparticular again.
29 Jun 2016
Pros: friendly customer service
Cons: car was limited to a maximum speed, assuming it was a default setting from the manufacturer as they weren't aware of it
5 Apr 2016
Great service, excellent car
Pros: Personal touch, free pick up service, Easter Egg surprise gift. Highly recommended!!!
29 Dec 2016
Give your review a headline
Pros: Very simple to rent a car , the difference is the staff. We have to admit that Enterprise is trying hard and the staff is extremenly polite and willing to assit . Well done Enterprise ! My Avis card will go to the bin!
1 Jun 2016
If you want customer service: go to Enterprise.
Pros: Customer service, new car, no hidden charges. Enterprise is the best.
Cons: Location is bad. It's in a sketchy area of London.
30 Dec 2016
Fast service, great car, convenient location!
Pros: Fast friendly service. Easy to find. Helpful staff who went the extra mile.
25 Oct 2015
Best LHR car rental service of the lot
Pros: The service counter was ready for me and quick and efficient. I've had to pick a number and line up for an hour or more at some other car rental agencies at the airport. So, Enterprise was such a pleasure. Dill at the counter was very helpful and patient. Great selection of available cars, also.
Cons: I liked everything about my experience.
2 Dec 2015
Cons: I booked a 4 X 4. Twice before the hire I rang into Enterprise hire station at Heathrow asking them what I needed to bring with me. They said bring 2 forms of id and driving licence. After 2 hour train journey when I arrived. I was told I couldn't hire the 4 X 4 without a credit card. They don't accept debit card for 4x4 hire. I asked when I wasn't informed when I called in on the day of the hire and few weeks before. I had to settle for a mpv which I wasn't keen on. Very disappointed. Plus they didn't bother checking the 2 forms of ID.
16 Jul 2016
Pros: Seamless from start to finish, with helpful and friendly staff. I would thoroughly recommend Enterprise!
1 Aug 2016
Great service - great car
Pros: The staff were fantastically helpful - I'd made a mistake regarding the booking and they went above and beyond to make sure my needs were still met. Twelve out of ten ! Car was in great condition.
Cons: Slight confusion over scuffed alloys which were scuffed prior to rental but they swiftly sorted this out and did not charge me for it. I would love to see Enterprise lease the way re digitally driven rental docs - why can't the car and it's damage be captured electronically with attached pics etc vs the paper/carbon-copy process that currently exists? :-)
Cons: They didn't have the car I had booked at the rental location and could not offer any other option as they were fully booked.
4 Nov 2015
Had to upgrade, quadrupled my rate.
Pros: They had a car available that fit 4 of us and our luggage- an automatic Volvo station wagon. Friendly service, short wait in line (5 mins).
Cons: Long wait for shuttle (15 mins). When we arrived and realized we had too small a car, the next size upgrade was over 4 times the Kayak rate! There was gum stuck to the door handle, gross!
14 Nov 2016
Watch the add-ons!
Pros: Great car! The diesel got great mileage and we drove to north Wales and back on less than 1 tank.
Cons: The add-ons moved the price of the car up very quickly. The person who checked us in was very smooth in putting as many add-ons in front of me in the short time we had to get the car and get on the road.
8 May 2017
Misleading Kayak car hire, will Not use again
Cons: Additional charges not highlighted when booking which is obviously misleading. Will not be using Kayak again for car hire or flight booking.
In the UK it is compulsory to have car insurance and Kayak provided a misleading car hire quotation without insurance which is clearly pointless when a minimum form of cover needs to be added on anyhow.
The app for car hire is therefore a complete waste of time and I will not be using it again. Friends/ colleagues will be receiving the same feedback also.
I also did not understand the Hertz counter staff asking me had I ever been convicted for drink driving which I thought was rather odd. I do not drink drive an never have done however if I had been one of those lovely people that does I am sure I would not tell the counter staff such.
I would have thought with it being 2017 the old man could be linked up to the DVLA to check driver convictions, it would be rather prudent.
19 Oct 2015
Horrible customer service.
Pros: Car was great, new and clean.
Cons: Watch out for the staff that process your order. They are rude and pushy about selling you extra stuff you don't need and may not want. Certainly not appreciated after an over night flight with 3 kids which they knew and we're trying to take advantage of.
11 Nov 2015
Above & beyond
Pros: I messed up booking a day too early, rental cancelled, staff sorted out. New rental cost me more but not as much if I was a walk in customer. Staff service excellent.
Cons: Could not alter my original booking on line, very disappointed.
31 Dec 2016
Pros: Wonderful car. Easy pick up and return
28 Feb 2017
Poor pickup experience, everything else great
Pros: dropoff customer service was great in Edinburgh - fast, easy, friendly, well explained.
Cons: Pickup agent was very unclear and tried to upsell an insurance policy despite me having purchased one already. Tried to fear-monger/guilt trip me into more. Told me the fuel purchase option was absolutely cheaper, likely would not have been so but definitely took advantage of lack of knowledge in a new and foreign country and it wasnt until the helpful, clear, and friendly pickup agent in Edinburgh that I realized how poor initial experience was. Also didnt explain the initial 200 pound charge was just a deposit, the pricing was very unclear and left me very annoyed that I thought I was paying way more than my initial upfront payment. Just a very poor first encounter after arriving from a long flight in a new country.
20 Feb 2017
Extra Help Appreciated
Pros: Short line. Pleasant, engaging attitude. Asked whether I'd like an automatic? Thought for a moment and said "yes." They worked a deal, brought the car around in a flash, and actually sat with me to explain where everything was - and how to work the satnav.
Haven't had that kind of attention in the US in a LONG time.
Cons: Terrible service on pick up- almost 2 hour wait to get the car!!!!
4 Nov 2016
Poor Customer Service at Heathrow.
Pros: The vehicle itself was fine,
Cons: The customer representative at Heathrow was out to make money and not help me the customer. I ended up paying more that twice for the vehicle I had booked. All she kept saying was that I booked the car in the USA and that was the problem. I will never book another Car with Budget.
23 Jan 2017
Cons: At first no car available , dealer said KAYAK cancelled my booking however Budget then found it but over charged credit card by 100's of US dollors
13 Mar 2017
Pros: The car was fine and what I ordered and it was clean. Return was also quick. The shuttle to and from the airport was also quick and friendly.
Cons: We got a GPS but the SD card had been stolen from the car so I went back in to get a new SD card and they didn't have any. The only way I could then get a gps was to upgrade to another vehicle, and the closest upgrade was 40% more of a daily rate than I was currently quoted to pay. So we opted out of the gps, in a foreign country... fun. Also the clerk did not give us good directions out of the area, and told us there would be a gas station on the way back in to return it and THERE WAS NOT so I had to end up paying their gas fee for not returning it full as I received it.
21 Apr 2017
Don't hang up on people!!
Pros: The young man who rented the car to us at Heathrow was a gem! The return was quick and easy.
Cons: We were trapped in traffic from an accident on an English narrow road, which took about 2 hours to clear. We tried calling 8 times to find out what to do about returning the car late, and were hung up on each and every time!!! Yes, went through all the options on Int'l calls to be hung up on, can you imagine 8x that stress! Then switch to go through reservations, they tell you it is up to Heathrow, yet they don't answer phones there until after 8 pm and it was 11 am!!! This total failure in customer service when people are traveling would make me question using Budget again.
11 Oct 2015
good car, poor service
Pros: convenient location, good rates, good vehicles (3rd time renting here).
Cons: waited 30 minutes for customer service to answer the phone and gave up.
Fuel option is cryptic at best.
There was an additional 12GBP charge that was not included on my Kayak rental, that only showed up when I picked up the car.
Terminal was closed when I dropped off the car and security let me in to drop the keys.
4 Sep 2016
CDP not accepted
Pros: We got a free upgrade to a better car. - probably because they had no small one available.
Cons: We booked the car incl. CDP via KAYAK. The CDP was not accepted so They wanted us to book another one for 36 GBP a day. After some discussions we had to book the minimum insurance which wa much less.
Pros: great car. roomy, great mileage per gallon with nav and safety features. Great price too!!!!
27 Sep 2016
Pick up was awful
Pros: Budget upgraded us (several levels?) because of the inconvenience at pickup, even though we didn't request it. The representative was helpful, kind and cheerful.
Cons: Pick up at the airport was awful in at least 4 ways. We chose Budget because they advertised pick up at the terminal and we wanted a quick, smooth get away. Instead it was a (1) shuttle ride to a (2) very long line in a (3) terribly hot waiting area and a (4) wait for a car to be returned and cleaned so we could start our holiday.
Cons: The reservation was not honored. It turns out that the rental place is contracted by ACE and is terrible. On the website there was no mention that American Express is not accepted. I was told at the location creating a problem because I didn't have my VUSA card with me.
10 Apr 2017
Off airport, long lines, huge deposit
Pros: Car has only 200 miles on it. Price was accurate and cheap.
Cons: Had to ask how to get to the rental location. It was supposed to be at the airport but it was 17 minutes away. Had to pay for a shuttle and the shuttle only runs on the half hour. The rental counter aways seemed to have a long line even on off days off season. The rental car company ACE didn't have a counter, someone had to tell me to go to the green whatever counter. The guys behind the counter push hard for additional insurance at high rates even though most people have insurance through their own car company and thru their credit cards. They required a $1000 deposit to avoid the insurance. Drop off went smoother, but still took 10 minutes, then pay for another shuttle that was a 30 minute wait.
17 Apr 2017
Cons: Upon car collection, staff Costa pointed out a little dent on the side and a scratch. Costa told me a scratch 1.5mm deep is considered a damage. I was immediately thankful that he had done so. What I didn't know is that he did not indicate that scratch in the form he asked me to sign. I had trusted him and signed in good faith.
On returning the car, another staff Aniesh (not sure about his name) scrutinised that car under direct sun ray, saw that scratch and accused me of causing it. I denied it. I reasoned by relating about the "1.5mm-deep scratch" conversation I had with Costa. When we asked Costa, Costa denied and claimed that I had scrutinised the car for "30 minutes" that it was fine without scratch before driving away. This is untrue. I did not scrutinise the car. Absolutely not for 30min. My whatsapp conversations revealed I was rushing for my family at the airport and gave them a ten minute waiting gap upon car collection.
I had no choice but to pay for the charge under duress as I had a plane to catch and time was running out. I am such an easy target.
For that frivolous faint scratch, I am charged me 324 pounds! Is this amount justifiable?
What kind of a policy is this for a car company wishing to build itself on good long term reputation?
Why would Costa not indicate the scratch on my form and why would he lie?
Philosophically, there's no reasonable explanation except that fraud or ill-will is intended
19 Apr 2017
unexpected insurance costs
Cons: insurance way more than expected, apparently because we were using Ace
15 Sep 2016
Cons: Ace at London Heathrow is run by Green Motion which is a bus ride from the terminal 2. Nobody in the car rental zone at terminal had even heard of Ace. The staff at green motion were rude, they don't take Amex which forced me to buy their insurance and staff have poor English language skills - in UK!
Certainly will avoid at all cost.
6 Mar 2017
Quick and convenient
Pros: 1. Service was excellent
2. Car selection and offer was superb
3. Access from LHR is not bad at all. Curbside pick up for the H51 bus and it's about a 7 min ride to the Holiday Inn M4J4 which is on the ground level as soon as you depart customs.
4. Drop off is very easy access off the motorway and the bus to drop off at the terminal is at the hotel, therefore you can have a cup of tea or coffee before getting to the terminal
21 Mar 2017
Cons: The rental said pick up in heathrow airport and then was at the holiday inn that was very far from airport then after many attempts to call they finally answered so i cancel the reservation and they didn't refund my money back not using kayak again or that ace agency
4 Apr 2017
Pros: The car was fine
Cons: Did not accept American Express which meant I had to use another credit card. This would not normally be a big deal but I therefore didn't have rental insurance which I had to pay £60 for.
3 May 2017
Pros: Nice car, good condition.
Cons: First off, you have to take the "hotel hoppa" public bus, the h1, to get to the hotel where this location is - while the other rental companies have shuttles. The h1 costs 5 pounds each way for a short 15 minute ride. When I returned the car there was a 1-2mm speck of paint damage on the driver side door which I did not create and was likely caused by natural wear and tear. The company charged me 96 GBP ($126) for this "damage" even though it is nearly impossible to see with the naked eye. Will never use green motion again.
22 May 2017
Pros: The face-to-face service was good.
Cons: Finding out that ACE trades as Green Motion in the UK doesn't help. Also, trying to find the LHR Hoppa was nigh on impossible, and we didn;t get refunded the bus fare.
Green Motion's operation need serious updating (a lot of physical paperwork involved).
Cons: We booked on Kayak at a price and when we arrived, the insurance that was purchased on the website was no good and the car price had changed. Very unprofessional the relationship between the booking website and the car company
7 Nov 2016
Pros: Pretty much everything, apart from the narrow corridors of the pickup / delivery garrage.
Cons: The garrage in Lisbon airport was extremely narrow and almost had to ask for help for moving out of the parking spot when picking up the car.
4 Nov 2016
Cons: Attempt by agent at pickup to upsell me to a larger car with diesel engine claiming it would save me money, when a compact diesel was available for the price I had already agreed.
25 Sep 2016
Cons: We waited for over an hour in a crowded lobby before we could pick up our car. There was not enough staff and very slow!
10 Oct 2016
Very quick drop off, staff helped with my bicycle
Pros: Very quick and efficient drop off. Trolleys available. Shuttle driver helped me with my oversized luggage. Everyone was polite and helpful!
6 Oct 2016
Quite ok, 1 problem
Pros: Everything else, except one. See below.
Cons: I bought an insurance online. In the premise worker of kayak told me that the insurance is invalid despite I bought it on their official website and I have to buy another one. Another words: I was forced to buy 2x fit the same insurance. I think this is their idea for taking additional money from clients. I called their website mobile to get a refund, but they ignored me.
29 Dec 2016
Pros: Just beware that the price quoted does not include any insurance whatsoever. Make sure this is added in before you make a decision. Apparently those from Canada and the US have this included by their CC companies. Not so for others apparently. Just make sure you compare apples with apples when judging this quote against others. Hopefully you wont have to wait an hour for staff to process a payment. No paper in the CC processing machine apparently.
10 Apr 2017
Great car rental experience
Pros: The local office at Putney Bridge (London) was efficient, clearly explained how to drop off the car after office hours and gave us a clean and comfortable vehicle. It was a great, smooth experience overall.
11 Jan 2017
Pros: Quick and easy check in/out
Cons: Difficult getting to and from the car park with its location in central London; Price was a bit high for the time used
Pros: The car was fine and the staff was friendly.
Cons: The rental agency is in the Crown Plaza Hotel in Crawley far from the airport. The shuttle only comes once every 45 minutes so be sure to very arrive early not to miss your flight, and be prepared for a long cold wait at the bus stop.
2 Oct 2016
Good service fair price
Pros: We got a upgraded car that included GPS and and free second driver.
18 Oct 2015
Pros: Car was in good state, process was simple
Cons: Poor customer service, car was not full pf gas and had to chase Avis agent to prove
Bc I rented with kayak avis agent mentioned we would have to deal with all expenses first and then claim through third party - clearly not convenient to customer
23 Apr 2017
Pros: Good value. Very clean. Pleasant customer service.
Cons: If we had really need space for 7 passengers the car would not have been big enough.
After hours drop off was a little challenging due to tight quarters in hotel car park.
Cons: I booked a car online for 13 pounds a day for 10 days. On arrival I was told I would have to pay an additional 13.25 per day basic insurance. As it was nearly midnight I told them I would take the car for 1 day.
When I returned the car I heard them doing the same con on another customer. I rented a better car for less at Europecar just down the road.
7 Aug 2016
Cons: I will never use Thrifty again, absolutely the worst customer service I have ever experienced.
23 Sep 2016
0ne and a quarter hours waiting at terminal 5
Pros: Car good, service good
Cons: Back to waiting 1 1/4 hour outside in the cold waiting for pickup