The queue was very long.

Okay

The staff provided warm and attentive service, with a patient and responsible attitude towards customers.

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.

After about a 20-minute bus ride from the airport, you reach the counter which is manned by just two people, making the service very slow. They try to sell you extra fuel and insurance. The first invoice they gave me did not match my pre-order amount. When I asked, they said I had purchased a full tank of fuel, but I hadn't signed any agreement for that. I insisted on a correction, and they issued a new invoice that matched my pre-order. They also kept pushing for insurance, but I showed them the bottom line of the QEEQ booking form, which made them stop talking about it. Be cautious as foreigners might try to take advantage of you. Do not rush when renting a car; understand everything before signing. In the UK, they give you the keys and paperwork at the counter, and you go pick up the car yourself. Do not simply drive off after collecting the keys; instead, take a pen, inspect the car thoroughly, and mark any scratches or damages on the form. Pay special attention to the wheels because the narrow roads make them easy to scratch, and rental companies often charge for wheel damage. Take photos with your phone as proof and have the staff sign and acknowledge any pre-existing damage. When returning the car, do not just leave if they say it’s OK; ask for a receipt. In my case, I returned the car in Edinburgh, was told everything was fine, but later they charged me £85 for a scratched wheel. Thankfully, I had bought additional insurance from QEEQ.