I booked a Ford Fiesta or similar, but got a Kia Picanto. In my opinon this is a smaller class of car. the instructions said their was a hopper bus from T5. i was unable to find one, rang the hotel to confirm which bus, only to be advised there was no hopper bus from T5 and that I would need to catch the free bus to T4 and then get a hopper bus. After flying for 24 hours this wasn't want I wanted to hear or do, so I caught an uber which was an unexpected expense. The wait time to pick up up the car was terrible, long queue, must haev taken almost an hour. Got hit with a GBP270 repair bill for a scratch on the bottom of the bumper, that really topped of my hire expereince.

The longest wait and an error on my part cost me 4 times the original quote but there was no compromise on their part.

Car category I booked was not even available at the location. Told by counter staff go and complain to ACE. Given a completely unsatisfactory vehicle instead.

Waited ages to pick up car. Wouldn't accept my credit card for the deposit, but would accept it to pay the 0 excess charges as a result. Car was good though.

Dislike: Even though I booked for automatic car but they gave me manual as they didn’t have automatic at the time of pick up!!