Micah and Amandeep helped me with the current rental. A greek fellow (whose name escapes me right now) helped me during my previous rental a few weeks ago. In my experience, the cars are clean, new enough and reliable runners. This is also the first time that I am offered a hybrid from a main car rental agency. Thumbs up. Finally, I think I have rented 4 or 5 times from this location over the last 18 months. Service has been fast, really friendly, and although there sometimes seems to be a question with regard to availability of one books and pays through a third party, this car rental place works really well for me. Travelers : when we walk into a busy shop, if we are kind and friendly, my experience tells me we rarely gets bad service. It's not easy job working for a mega-corp like HERTZ. A smile makes everybody's day easier. Safe journeys, Anthony read more

We rented a car from Hertz out of London Heathrow airport. We chose every coverage possible ahead of time and was quoted 1322.42 pounds. At the airport, the agent said we accordingly have super coverage, which was a huge upcharge up to 2036.36 pounds. As I had travelled extensively in the states for work, I never double checked the rates during the pickup, as I paid what was already quoted. After travelling all night on a plane, we did not bother to look at the small print on the little form that I initialized. Why would we? It should have been as quoted. This is classic bait and switch which I never encountered when travelling in the states. Buyer beware! P.S. Hertz did not give us any correction later due to our initializing the agreement at the airport. read more

rankly dishonest. Was blatantly lied to (by a Manager, no less) regarding the one-way fee assessment. I was deciding whether to return the car to Marble Arch itself, or to my point of ultimate departure, London City Airport, a mere 2.4 miles away. The manager assured me that the fee to be assessed would be a mere ten pounds, and that I should ignore the 166.66 pound fee that was quoted. When I questioned her as to whether that was really true, and shouldn't I trust what was in black and white before me, she actually acted offended and assured me multiple times that she would personally see to it that I was charged only ten pounds. I foolishly took her at her word. Well, as you might imagine, that was all simply a lie. For the grand "privilege" of dropping the car a mere two miles from where it was rented, I was charged an additional 211 dollars. All told, my 38 hour rental was more than 700 dollars. Additionally, the car class I reserved was not available, and they were deceptive as to the up charge for a different car (She offered an "automatic car at no additional charge," but when I said no thanks, I prefer ma manual, she did not clarify that the manual *would* incur an up-charge--it's on me for not checking that, but poor customer service in any event). When I called to ask about the manager's misrepresentations, I was treated rudely and condescendingly by staff. A miserable rip-off of an experience. Avoid at all costs. read more

Booked a car directly on Hertz website as a Gold member. Showed up 30 minutes early that day and took them 30 minutes to address me as they were either completely understaffed or were hiding from me. I then realized it was the latter as they told me they had no 7 seaters left for me. A Hertz in central London with no cars, brilliant. To top it off, the Hertz staff told me reservations on Hertz are not guaranteed. If they are not guaranteed what is the difference between Hertz and a hack car rental shop that charges 70% lesser. They decided to then give me 2 small cars but I told them who is going to pay for the 2nd car's parking tickets, tolls and gas. And more importantly we had only 1 driver. At this point the Hertz employee told me is take it or leave it. I was flabbergasted at such a response from Hertz. Only when I took it upon myself to talk to their reservation team on the phone then they decided it was a huge mistake and sent a team leader to fix things up, but by then I wasted 3 hours and missed a Harry Potter studio tour read more

Let me start with the bad. We had a reservation to pick up our car at 1230pm. I tried to get a car earlier due to hotel check out and was told they don't have any cars. I was told to try back at 1430. Wouldn't have been a big deal but I have a ton of luggage to lug around the city. I was able to get a late check out from the hotel. When I got to the location at 1430. They still didn't have any cars. At 1530 they finally called us up to the counter. This is where is goes from 1 star to 4 stars. They gave us an awesome car for the inconveniences! It even had navigation. I'm not a fancy car kind of guy, so this was over the top. And it got AMAZING gas milage. Long story short I will rent here again if I get the chance. read more

So after waiting for nearly an hour with many people, finally got car. There were 2-3 people working and we were only 3 deep when arriving. But worst part was we received a parking ticket from a private Swansea parking service two weeks after the fact for not parking between lines that as God as my witness were not there. Of course no ticket while there so we could defend ourselves. But that's not Hertz. What is their 42 pound ADMINISTRATIVE fee. The parking fine was 35 pounds. But Hertz topped the greedy corporate capitalism even further. Second, with that kind of fee I assumed they paid the 35 pounds and 7 pounds admin fee I can swallow. I sent in an inquiry to Hertz with a case number. We will see how that goes. Until then, staying with Avis in my world wide and corporate consumer recommendations. Disappointed read more

The car was beautiful. We received an upgrade with complimentary gps that made getting around so much easier. Our problem was with the rental return, and subsequent customer service. We were not told that the return location closed at 6 pm, so when we arrived at 6:05, we found the place closed with no night drop-off. At considerable inconvenience, we drove through morning across-town London traffic to return the car at 9 am the following day. We were told by the employee who received the car that we would not be charged for an extra day. Not only were we charged, when I called customer service they were extremely unhelpful and unaccommodating. I wouldn't rent from Hertz again because of their extremely poor customer service. read more

I don't get the others comments. If you have a reservation everything will be ready when you arrive. Even half an hour before! The employees are nice and will explain everything to you. Moreover the place is nice. Just ask the map about the congestion zone to avoid fees from the centre of London (£11.5 a day). And don't forget to fill up the tank before you bring the car back or you will be charged​ £200. They will tell you that when you check-in. read more

They have really made some aesthetic improvements to this place! I wondered why prices had jumped up by 20%!!! Mr Hertz needs to pay for all of those flat panel TVs in the place! Basically, it is now an Apple Store rip-off... But they clearly had some non-Apple ideas because they now have iPhone chargers in the waiting area! I am teasing the concept here a little, but these are all great touches. Really. Service can still be a little slow, but staff are friendly enough. Just don't expect U.S. style customer service here - because you will be sorely disappointed. read more

Dear Hertz Customer Service/Relations, I sincerely hope this makes its way to the employee named Paul at St. Pancras Station London so he understands the undue stress that his mistake, arrogance and laziness has caused me over the past few weeks. He is the individual who booked a 'new' reservation, failing to simply pull up my pre-paid existing reservation which I alerted him was made with Hertz via AutoEurope; which I also alerted him to the moment I was met at the counter. The employee botched this up by simple laziness when he was more concerned with my American Express Platinum credit card, and commenting on my wrist watch than actually doing his job and getting the reservation correct. He booked a new reservation and then double charged my credit card without authorizing the charges, or ever confirming the amount or even checking with me once. I now know I'll have to take to Snapchat, Twitter and social media, on top of notifying my bank and credit card that I never authorized these charges and at this point have been a victim of fraud by Hertz... After 10 + years of using Hertz and being a gold member I simply cannot and will not stay with the brand. This recent service is terrible at best and frankly, upsetting. I was told several times, in person and over the phone I would be refunded and now am being told it is not Hertz' mistake but to contact another vendor. No, when the employee working for Hertz makes the massive mistake, it's the fault of Hertz, not another company.. The employee at the St. Pancras London location also failed to check the existing reservation record or go over it with me before charging my credit card and telling me it was a "computer mistake" and that nothing could be done. I have spent countless hours contacting the Hertz UK customer relations and US customer relations with no one recognizing the company's error. My wife, an attorney and a hertz gold member herself, was also present with me throughout the botched reservation experience and all the bad excuses made by this employee. To add insult to injury the vehicle was filthy upon receipt of it. Sad to say Hertz has gone so far down hill, in the future neither myself, nor my wife, will be renting with your company. read more

I had read some poor reviews about this location but it was the only reasonable option I could find where I could pick up a one-way rental on a Sunday, so I crossed my fingers and went for it. Bottom line is I did end up with a car, but... They steadfastly did not answer the phone when I tried to call to confirm details of my reservation. So, I had waste time going to the office in person. The reception I received there was pretty lukewarm, to put it kindly, and the clerk could hardly have shown less concern about the fact that their phone rang repeatedly without answer. It was all due to a central system, she helpfully informed me, in a dour, not-my-problem manner. When I came back a few days later to actually rent the car, another clerk went through all manner of gyrations to get me to pre-buy a full tank of gas - something I had no interest in doing. But he was not going to take no for an answer and eventually offered that I could either buy the full tank or bring it back full and not owe any fuel charges. I agreed, but was not happy about it. Do yourself a favour and look elsewhere, if you possibly can. read more

I will personally not be giving this branch or Hertz UK my business again. Here is a list of my negative experiences: - The website made booking more difficult than it needed to be. I was able to call and make a reservation online. - Arrived in the station and waited roughly 25 minutes for the two people who were ahead of me to be checked in. - I received some aggression from the team that showed us the car when I (female) arrived with two young male friends and was the one who drove the car. I didn't appreciate this. - Upon returning the car, the same employee who gave me the keys was rude. - Three weeks later, we received a notice that we had driven through the Congestion Zone for all of 90 seconds and were charged an additional £107. As this location is on the border of the Congestion Zone, I would have appreciated a member of the Hertz staff tell me what to do if I entered the Congestion Zone or that we were so close. I called the UK customer service line to make this suggestion so that other customers wouldn't be negatively affected and the representative told me there are pamphlets at the location that I could have picked up if I wanted to learn about the Congestion Zone and that they employees at this location will not tell customers about the zone or possible charges. All of this soured my already sub-par experience. read more

We had a hard time from the states getting the car reservation. We had to talk to a supervisor who helped us on the phone. But once she did organize the rental, all was smooth sailing from then on. From the actual pick-up to the drop-off, the rental went smoothly at this location. Just be sure to have all your ducks in a row before walking in. I am a Hertz Gold Member so that may have helped... read more

Car hire companies will try to put one over you so I was on my guard. I was fortunate to pick up my car on a bank holiday so no congestion charge to worry about. I declined the special upgrade deal (which would have been four times the rate I already had) But I got caught on the Fuel Purchase Option. The way it was explained to me was that I could opt in or out of this option at the end of my hire period but of course that's not how it works. So I've paid up front for a full tank (43 litres) at 1.266 = 54.43, but if I hadn't gone with that option I could have refilled the car before I returned it and paid for half a tank (22 litres) at 1.18 = 26.00, so stung 28 pounds! read more

Like the reviewer in July, I, too, received notice from Hertz after returning home from my vacation that they had paid a "congest" ticket for a total of £107. The penalty for not paying the £11.50 fee of which I was unaware was £65, plus a Hertz "administration fee" of £42. I had no idea what this was. I wrote to Hertz.com through my "gold" account. The auto reply I got said messages would be answered in the order in which they were received. One month later, I still had not received a reply (I had forgotten this has happened to me before - I gather now that they simply don't respond, even if you are a "gold" customer), so I called and was transferred around. I finally got an email address in London, where a young lady did respond. She said the congestion fee is well-posted. I haven't received a response to my response yet. I said I rented from Enterprise in Dublin. They gave us a sheet AND explained to us that upon leaving Dublin, we would encounter a toll zone, and gave us instructions on how to pay it. In addition, the motorway has lighted signs over the road showing the fee. From what I now see on the Transport for London web site, the signs are like no parking signs on the side of the road. If you live in London and regularly drive there, that might be a known place to look. Hertz knows full well that many (most?) of its customers do not regularly drive in London, likely are not from there, likely do not know the city well, may well have all their driving experience be on the other side of the road and car, etc. I received no notification from Hertz of this congestion charge, even though the Marble Arch location is either within the zone, or right next to it, so everyone is likely to drive through it. Hertz is making quite a profit charging an administration fee of £42, so perhaps that is why their policy is to not tell customers, like Enterprise does in London, how to pay the charge. read more