Poor location information

The car was visually clean but stank of dog which was very off-putting

Staff were great. Car was in great condition.

Really nice customer service staff who made sure everything was to plan

Great app with easy use

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.

Counter staff weren't aware of Easyrentcars so some initial confufsion when I arrived.

Fairly straightforward.