Waited 4hr 30 mins to be served at airport

Long wait as computer system down. Staff were very pleasant.

The wait on arrival was excessive, I don't expect to wait over 90 mins in a queue for a pre-booked car. The woman at the drop off was rude and unhelpful when I asked about the excess I had but on my card. ACE would not accept American express for the final payment or the excess ( I had a separate insurance for this) and I had to put it on my debit card which cost me money and I have to wait 8 days to get it back but that was difficult to find out as they told me it would be sorted out when I returned and then they were rude at the drop off when I asked about it and I had to go back into the terminal desk. There was a queue and I had to get a flight but the girl just said I had to wait till they pay it back.

The booking platform was fine

Absolutely terrible. Non trained employees. I was told the car is not insured at all and it took me 45 mn to get the keys.

It was not clear Ace was part of Goldcar. Felt completely mislead, that we had booked a car for a certain price, but when we got there we had to either put down a deposit over €1000 on a credit card (that we couldn’t do) or pay insurance of over €120. We were told by the rude desk staff that it was in the small print and we should read them better. It was mis- selling and we will never use you again. I actually want compensation as I’m so angry and it ruined our trip.

Not use again simply because on picking car up, we were told that we were not covered for anything on car unless we paid €188 for their insurance. I had paid extra when booking the car for initially for coverage. They told me at counter it doesn’t count and we would be charged for anything wrong on return of car. We opted not to take it but puts an amount of anxiety on you during by whole holiday.