Booked a Volkswagen Caddy medium MPV, but the car provided was in very poor condition, and the last row of seats couldn't be folded down. They then offered a Ford Galaxy for an additional £250, claiming it was a different class of vehicle. Due to time constraints, I signed the agreement, but later discovered that both cars belong to the same category. This is a hidden trap, be cautious.

The service was average. When customers encounter problems, the resolution speed by the relevant departments is very slow.

The staff at the airport rental store were very polite, and because it was early in the morning, there was no queue.

At the London Heathrow Airport branch, I was received by a lady who informed me that I had reserved a hybrid car (which is more expensive). I told her that was not the case. After typing on her computer, she realized she had made a mistake due to a name match. She then asked how many kilometers I planned to drive, and I responded that I thought the rental was unlimited mileage. She mentioned that based on my mileage, they could offer a discount on fuel, but I insisted on returning the car with a full tank. She then printed the documents for me to sign. I requested to verify each item and noted that there was an additional charge for super insurance, which I had already purchased through QEEQ, and it was clearly stated on the reservation not to upsell insurance. I pointed this out to her, and after some more typing, she reprinted the documents and retrieved the original ones. After picking up the car, I noticed that the inspection form indicated the car ran on diesel, but it was an Audi A3. Doubtful, I asked a security guard who politely suggested I smell the fuel tank, which confirmed gasoline. He double-checked with a colleague and confirmed that the document was incorrect. This was my first time renting from HERTZ and I hope this was just a one-time mistake.

Overall very good experience with them