We arrived at HERTZ earlier than the scheduled pickup time, and they didn't have the reserved model available. The staff said we could only choose either a fully electric car or a manual transmission vehicle, or pay double the order price to upgrade to another option. I refused and suggested waiting to see what could be done. After waiting for nearly two hours, a senior employee helped us by offering a smaller SUV model compared to what we had booked. I had reserved a compact SUV capable of fitting three 24-inch suitcases in the trunk, but we were given a subcompact SUV where only two 24-inch suitcases barely fit. After storing the luggage, there was hardly any space left—even a large bottle of mineral water couldn't fit. I've rented cars abroad five or six times before, and this was the only instance where the rental company downgraded the car model. The service at the HERTZ Heathrow Airport branch is genuinely poor. However, the vehicle itself was in good condition—very new with only a few thousand miles driven.
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.
When we went to pick up the car, they didn't provide the model we booked. They claimed that the model we booked was too small and asked us to pay an extra £760 for a larger car. When we refused, they made things difficult for us and delayed us for 2 hours before finally giving us a car.
Waited in line for at least an hour, when we got the car we had paid for it wasn’t the cleanest inside and when my partner opened the passenger car door the handle fell of even though it was reported in the damage report we got the car should never had been given out
About QEEQ:10.0/10
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