Overall great

There were only three groups of customers ahead of me, but I waited for over 30 minutes. One was due to a computer error by the rental company that tried to add insurance to the customer's bill. The other two groups couldn't communicate well due to language barriers. Another reason was that selling insurance took a long time. By the time it was my turn, I had lost my patience and didn't check the terms carefully.

They force you to buy their insurance, otherwise, they make you pay a high deposit. Even if you agree to the deposit, they purposely make it difficult, but once you buy their insurance, everything goes smoothly.

Staff was friendly.

Food value for car rented.

The car i got was a very dirty both outside and inside. i think the car was not clean at all

Nothing particularly wrong, certainly value wise. Staff friendly enough, car fine, service good. A couple of things to tighten up on though (some my misunderstandings but you could help others avoid)... Finding the location - I'd wrongly gone to the car hire bus stop at terminal 5 before realising you weren't on there. When I looked on the internet at the booking it said at the top 'available from terminals 1 -4'. As I saw that I didn't look further assuming I needed to go to a different terminal. I did so on the free train then found you weren't on that sign either. Only then did I look at the smaller print and find I needed to go to a specific bus stop for a specific bus. By that time it was very late. I had tried calling for advice several times but no one picked up which would also have saved me time. In hindsight I completely realise that it says on the detailed part of the voucher how to get to you but having travelled mainly abroad I'm used to car hire that's signed or in the airport. It never crossed my mind not to just follow signs for car hire and look for your desk.