The staff at Heathrow failed to explain the cost breakdown leaving us to figure it out ourselves. We still don’t understand why the surcharge was higher when we opted for the full insurance coverage. The staff also failed to realise the car chosen has GPS installed and still advised us to pay for the external GPS device. Also the staff didn’t explain clearly the procedures of dropping off the car and the Postcode provided failed to lead us to the correct drop off point forcing us to ask people around us and hotel representatives to resolve the issue. Also when we had an issue with the car and called the hotline, it took a long time for a representative to pick up the call and the responsiveness was slow and the service was appalling as no one called back after seemingly a phone connection breakdown.

It was the first time I booked with Budget and the sufficiency and professionalism of the staff impressed me.

Free upgrade from Budget and a brand new car. Nothing more can be asked

The car provided was totally unacceptable. Unfortunately numerous issues I noticed shortly after leaving the rental location. The car was dirty inside and out, significant damage to the exterior, and was not full of fuel (despite being marked otherwise on paper) - essentially the car was clearly not prepared for hire. After booking a medium hatchback I was provided with a 1.0 ltr Fabia estate which had some mechanical issues. Due to lack of "availability" at my local branch I had to drive 60 miles to get it replaced. Definitely won't be renting with Avis/Budget again anytime soon.