We arrived at HERTZ earlier than the scheduled time, and the reserved car model was not available. The staff said they could only offer an electric car or a manual transmission car unless I paid double the order price for an upgrade. I declined and decided to wait. After waiting for nearly 2 hours, another experienced staff member managed to provide me with an SUV one size smaller than what I had reserved. I had booked a small SUV, which was supposed to fit three 24-inch suitcases in the trunk, but they gave me a compact SUV that barely fit two 24-inch suitcases. After placing the luggage, there was barely room for even a large bottle of water in the trunk. Having rented cars internationally five or six times, this was the only time a rental company downgraded my car model. The service at HERTZ Heathrow Airport branch was really disappointing. The car itself was in good condition, quite new, with only a few thousand miles on it.

The staff were extremely patient and responsible!

Satisfied. It was a wonderful experience. We rented a child seat, which seemed unnecessary! The car broke down in the middle, as the battery was dead. The repair service arrived quickly. Thumbs up!

Overall service was good. The car was in excellent condition. The queuing time was a bit long; while other companies' cars arrived to pick up customers, we waited 20 minutes for their car.

I clearly rented an automatic car, but was told there were none available. I had to pay significantly more to rent an automatic car, which felt very unfair.