Positiv: Upgraded to a bigger car (no small ones available) which turned out to be a dream to drive.
Gave me their local telephone number so I wouldn't have to pay premium rate as I knew I would probably have to extend hire. I did extend but there was no hassle abot that - just paid an extra day's hire at the rate I'd originally booked. No delay at check in or check out. Was I just lucky with my timing?
Excellent service and value for money Positiv: Promptness at the desk and professionalism Negativ: Can't name one this time
All worked out finePositiv: Excellent friendly staff, offered an upgrade (but at a cost), efficient checking in and out. Car all fine.Negativ: I was originally told at booking that we had the option of a pick -up and drop off from Luton Airport to City Centre but turned out we didn't.
Be prepared for a bumpy ride to save moneyPositiv: The car was new and the original cost was low.Negativ: While the heathrow branch is a different experience, renting in Luton is quite a headache, to say the least. For first time visitors, it is extremely difficult to find. Then, there are far too few people working, doing b
oth the rental agreements and payment, and giving out/recieving cars. The worst though is the apparent directive they have been told to create extra income almost by any means necessary. This means they overcharge for everything they can (my plane was delayed, had to pay extra for arriving late. Others couldnt find the place, also had a late fee. Charged more for taking a debit card, etc.). Possibly the worst is the "damage" control on the car, where they quickly lead first time renters to look past small scratches in the car when taking them out and then amazingly find them upon return and demand exorbitant fees (150 GBP for scratches on a hubcap?). You can prepare yourself and take pictures of the car while still in the lot before you take it, but be prepared to joust with the fees they try to tack on both at the beginning and upon return.
Overcharged for small scratch.Negativ: Small scratch on the fender, no longer than an inch, Hertz charged us $150. Shameful for something that would come out with a bit of wax.
Positiv: Dave in Luton was very efficient and help us get a great taxi into the city. The great service will bring me back to Hertz in the future and I'll certainly recommend Hertz to others!Negativ: Nothing!