Very satisfied

I booked a Mercedes, but they gave me an Audi, claiming it was the same type. When I asked for the Mercedes I booked, Hertz said I'd need to pay more! Isn't your claim of 'same type' contradictory?

Overall, I am fairly satisfied. I deliberately chose a well-known rental company, but the service was just average. Perhaps it's because I haven't experienced worse service and thus have no basis for comparison. First, the car pickup. Since my flight was delayed by almost 4 hours, after nearly 20 hours of travel, I was utterly exhausted. At the pickup point, my mind was not very clear, and since English is not my first language, the staff kept recommending a different car, saying it had more space, better condition, and the price difference was minimal. I agreed, but it turned out the total cost was almost double my original estimate. I had to insist on my original choice, and the staff was visibly unhappy. Whose fault is that? You wasted my time, and I haven't complained. Then, regarding my rental car, I was asked if I needed insurance. Didn't they see my order? Insurance is included. Seeing I had a child with me, they asked if I needed a baby seat. Of course, I did, as I had already reserved one when booking. Finally, when the pickup list was printed, I noticed an extra charge of over 100 pounds for the baby seat. I clarified that the baby seat was included in my booking. The staff didn't believe me until I showed the printed order, and reluctantly they removed the charge, keeping the final cost close to my booking price with no extra fees. As for the car, the website stated it could seat 7 people with space for 2 large and 2 small suitcases. However, upon picking up the car, we realized that if we wanted to seat 7 people, there would be no room for luggage. If we wanted to carry luggage, we could only use it as a 5-seater. We were a group of five, including elderly and children, so we wanted the comfort of a 7-seater. Instead, we had to make do. Maybe it was due to our lack of understanding of the car model?! In general, there were some other minor hiccups, and it took about an hour just to pick up the car and queue. Afterwards, everything went smoothly. The car was easy to drive, the interior was practical, and the space was ample. Returning the car was also very smooth, taking only 5 minutes. The only regret is that I forgot to take a picture with the car.

Hertz is located a bit far, but there's a shuttle bus which helps. I came from Terminal 5, the queue was short in the morning, and I got the car quickly. The service was alright, but they recommended too many things. You need to say No to everything, especially when they emphasize that fuel prices are cheaper than the market. If you ask whether you can get a refund for any leftover fuel, they say no. I almost got fooled. It's hard to return the car with an empty tank precisely. Also, after getting the car, carefully check its condition. I found a few scratches that weren't noted in the inspection report, so you need to inform them yourself.

The line at the London airport branch was very slow that day, and the Google navigation was inaccurate, which made me anxious when I couldn't find the drop-off point. Finally, I asked a local taxi driver and found it. The staff was nice, nothing unpleasant happened. It wasn't until my deposit was released today that I felt confident giving a fair review. 4 stars, it's okay.