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Ace Rent a car at London Heathrow Airport
Customer Ratings and Latest Reviews
Because we want to make sure each review listed here is left by a real customer, we don’t have an option to post a review here. Instead, we ask each and every customer to leave a review after they return their rental car. This way, you know that all reviews are authentic, verified, and trustworthy.
Pros: Easy pick-up and return. Free shuttle is available. Staff is helpful. Car is new and clean.
Pros: didnt rent from ace it was some company called green motion even though all paperwork i had was ace rent a car
Cons: i didnt really rent from ACE because it was a bunch of jokers called green motion i have rented cars all over the world and never been asked what my occupation is ...and then being told iif i was an F1 driver i would be uninsurable which i already knew .....never have i paid a massive deposit when i have purchased full insurance coverage i was then told that was because i booked it through ace rent a car and they were a completely different company ...i will never use ace rent a car ever again
Pros: The agents were kind and efficient
Cons: There was only an hourly shuttle to the nearby airport leaving us stranded for an hour waiting
Pros: Quick and easy
Cons: Good to deal with
Pros: The drop off was nice and easy.
Cons: The pick up was very complicated, and took ages. The car could of benefited from a reversing camera. I missed the small print about having an electric car as an option, and was a bit annoyed that I had to pay so much to upgrade to the next level. The small print needs to become big print.
Cons: I ordered a station wagon car and got a kia stonic and to travel with 5 luggages and 3 people was not comfortable at all with the money spent for this rent . will not use your service again for sure .
Pros: Please refund me for the service I didn’t receive. I look forward to hearing from you.
Cons: Please refund me for the service I didn’t receive. I look forward to hearing from you.
Pros: Very quick to pick up and drop off. Nice car - very clean and easy to drive
Pros: Car is new and updated
Cons: The shuttle service too long to back airport
Cons: Was not given any heads up on how to drive or charge electric car. Very poor service.
Pros: The car was well functioning
Cons: It took an extremely long time for the bus to come and then when I got to the agency ace/ green motion. I waited FOREVER at the rental office before I was even seen! And I waited in the cold.
Pros: Quick help booking time
Cons: No transperancy
Pros: Have extra staff on hand when we come to pick the car up. Have someone go over car features before we drive off. I paid full coverage insurance however green motion said it does not fully cover all damage! They charged me another £261.00 plus I have AMEX that gives more coverage!
Cons: Getting charged more money for insurance when I had full coverage which I paid for when I book car online overseas!
Pros: The service at the pickup and drop-off counter was great.
Cons: The wait time to pick up the car.
Cons: Online rate was a piece of fiction.
Pros: Very friendly on both collection and return. Extremely helpful.
Cons: Only the location but I will return as I feel this is reflected in the price.
Cons: There was an insurance fee, yet the fact it didn’t cover, so I gotta pay almost £300 to pay another insurance at Green Motion.
Cons: Office/agents and no phone line or prompt response. Incosiderate manager
Pros: Not much. Workers were good but ace car rentals web site was not.
Cons: Web site was difficult to navigate. We could not use our own insurance and was forced to buy their car insurance. When we tried to resolve the situation was not able. The location to drop off the rental car at holiday inn at Heathrow Airport is extremely hard. Nearly missed our flight in doing so. Would not recommend Ace Car Rentals. We’ve had great success with Alamo and European at Heathrow in the past.
Pros: Efficiently handled no fuss
Cons: All good
Pros: Neat clean car
Pros: Great customer service but very misleading! I rented from Ace Hire Car only to find out the rental company was called GREEN MOTION. My excess cover cover all rental company except Green Motion.
Cons: It was not Ace hire Car. It was green motion
Pros: NOTHING-will never recommend ACE or Green Motion to anyone, only if you are desperate. Back to Europcar for future bookings
Cons: ACE Rent A Car (USA) supplier was Green Motion-UK -NEVER RECOMMEND THEM to my worst enemy.
Cons: 1. it threatened me to buy additional insurance, even if I have purchased full coverage from discovercars. 2. The charging of electricity vehicle is a mess. ACE didn't mention the top up charge needed if your return is not match the level. In the end, it charged me for 1.5 pounds per percentage, which is 4 times from the pod point charging stations.
Cons: I paid for the SUV but got a smaller car. It also took 2 hours to when picking up the car.
Pros: Friendly and fast service
Pros: Taken advantage of
Cons: The car rental facility was hard to get to. The site said the buses run every 20 minutes from the airport, they actually run every hour. The hotel in which the car rental center is located is now a immigrant holding center and felt very unsafe. I had to wait over an hour to get the car. Once I got to the rental counter the guys behind the counter were aggressive in trying to get myself and from what I was witnessing other renters to buy additional insurance. So more to tell, but limited by you?
Pros: The price - at a time when the car hire industry was struggling to recover post COVID, Ace’s prices were (superficially) the best value.
Cons: To achieve that best price Ace had to cut virtually every customer service to the bone. They made no mention on their site about their insurance policy or reduction in mileage availability, which caused conflict at pick up time. I waited 1.5 hours in a queue to pick up my car while every customer had a fight about insurance. There was only 1 bus an hour to the depot. The staff were argumentative - it all seemed like a scam
Pros: Because of the long wait, the supervisor allowed us to drop off with less fuel in the tank. That was appreciated.
Cons: Somehow we were arranged an electric car even though i booked a petrol one. The staff did kindly switch us to a petrol one
Cons: Rip off .
Pros: Easy pick up and drop off .
Cons: the need to pay extra to reduce security excess so that we could use our debit card
Pros: The price was great, The car was a van though and had dents all over it. At least the description was accurate so we didn't get blamed for them as has happened int he past
Cons: the bus shuttle is useless-once an hour doesn't work-the cost is too much and at terminal 5 the bus stops don't exist
Pros: The person at the desk, Mark Khan was excellent with his customer friendly approach and advise & guidance on upgrade to suit my journey
Cons: The whole process when dealing with the allocated admin team for the flimsy notification of traffic fine & admin charge, without providing details of the fine and how to pay, . Continued email correspondences with various teams, per their notification, without getting any successful solution. Infact I had to research and pay the fine without any help from this awful car rental company's admin team. Simply they charged admin fee without providing the service. Their customer service 0
Pros: Overall the car was okay and the price was good..
Cons: The fact that I needed to buy liability insurance was not well discribed and the lack of description of the cars made me upgrade when I didn't plan to.
Pros: Good value for money
Cons: Long route for shuttle to get to the location from the airport. Shuttle only 1 per hour and make many stops before getting there.
Pros: good friendly staff
Cons: delay in getting to Car rental office and delays in getting paperwork to pick up car
Pros: The staff
Cons: Wait time for pick up
Cons: Rude staff member.
Pros: Friendly, chatty staff who were happy to help and explained things clearly.
Pros: If you book the fully comprehensive insurance then the paperwork and pick up is pretty straight forward and quick. The lady that assisted me was very lovely and made things very simple for me.
Cons: There was an older male staff that was assisting another customer, I found him to be very rude and abrupt towards her when discussing deposit fees, so I am soo glad I didn't have to deal with him.
Pros: Very fast and efficient service from Green Motion, Heathrow. They were very easy to negotiating an upgrade with. From arrival to departure, was under 30 mins.
Cons: The inside of the car could have been a little cleaner. Looked like someone had sprayed Coke or something over the dash. However, I did arrive early, so maybe there was no time to valet.
Pros: The car was of good standard the booking itself was easy and well priced
Cons: The reception didn't look friendly at all and trying to push me for upgrade and car insurance.
Cons: The cost ended up being more than twice the online pice I was quoted. It’s was a completely different car. It ended up being with a completely different company, green motion. While we were filling in the paper work 3 other costumers came in very unhappy with complaints which didn’t give me any confidence in the company.
Pros: Price! And I've used green motion before that provide their cars and have always had a 18 or 19 reg vehicle.
Pros: Queued for 1.5hrs to get served! Took 2hrs in total to pick up the car! Ended up stuck in traffic as a result and my journey took twice as long. Complete nightmare.
Pros: The efficiency of the staff, the care and the cleanliness of the car,the condition of the car was brilliant certainly would consider renting again.
Cons: Only the fact that i was promised that the pre- authorization funds would be released in 3 to 5 working days but i haven't seen anything cleared in my bank
Pros: Car given was new.
Cons: There were very long queue before we could pick up the car. Had to wait more than half an hour before we were served. Car was supposed to be a Ford Focus (C segment) or similar but we got a Toyota Yaris (B segment).
Pros: Easy to book online
Cons: Hook price bore no reflection of total cost of rental, noticed other customers were also being charged for many extras. Process to pick up car took over 2 hours. Attitude of delivery staff surly and unwelcoming - no guidance on vehicle
Cons: Insane pick up q & the slowest staff who didn’t seam at all bothered even my families with young kids waiting outside for the car.
Pros: helpful; friendly; clear instructions given
Cons: pushed insurance inappropriately;
Pros: Nothing would never use them again or recommend them
Cons: Complete rip off, scam
Cons: That the mileage was restricted. The charges for a small dent seem disproportionate.
Cons: You said the deposit would be GBP995 but it was GBP1295 which is considerably more.
Cons: It took me two hours to find the drop off location due to my GPS sending me the wrong way round the magic roundabout by the Holiday Inn M4J4 London Heathrow. This caused me to almost miss my flight back to Australia. The address on the paperwork is not specific enough and the contact phone number did not work.
Pros: Able to find well priced vehicle in comparison to other companies. Directions for pickup were pretty thorough, just not specific enough, ended up wasting another hour trying to find correct bus stop to rental office.
Cons: Rental desk was miles from airport, there was not a free shuttle in either direction, it was not possible to find the correct bus to or from the airport without extensive personal research and effort. The company provided was terrible at issuing vehicles in a timely manner. It took 45 minutes to get my car, and I was 1st in line. Another customer was there when I got there and still hadn't finished when I left, and there were 2 other customers waiting behind me that walked in at the same time.
Pros: Spent three days driving in a car that drove okay but was noisy with incessant squeaking noise inside the car
Pros: very bad agency - hard upsell even though I bought insurance; then changed the booking to only 1 day, when I protested and refused addn insurance, charged me for damage even though I had photos from the time of rental
Pros: Cheap, good car.
Cons: It was Green Motion, not Ace. Long drop-off time. On pick-up, the agents were incredibly pushy about encouraging me to take extra insurance. They used borderline fear tactics about how I would get chipped paintwork and it would cost me my 2,500GBP deposit. I rang the call centre to enquire about this, and they were wonderful.
Pros: Very timely and helpful email support.
Cons: The rudest person I've ever dealt with at the car rental office. Both for pick up and drop off.
Cons: They sold the CDW policy aggressively (starting with a ridiculously high price)and bargained the price of the policy with us. We would rather they told us a fixed reasonable price and we would agree with it. Agents are focusssd on selling this policy than making sure customers are taken care of as we had to wait 45 minutes to see an agent.
Pros: At first, the price and ease of use of the web site. Now, I realize that it was easy because it is a fraud set up to take advantage of travelers.
Cons: Afterward, absolutely nothing!!
Cons: The service was not offered by ACE rent a car as indicated as it was outsourced to green motion car rental which were terrible. The customer service was terrible, wait times long and the fact they say they are by Heathrow is crazy as they are a fair distance away.
Pros: It wasn't Ace Rent a Car - it was Green Motion. SCAM.
Cons: The service was terrible - they were trained to scam people out of money. They made me feel uncomfortable and I had to pay them $625 when I returned the car for them to let me out of there.
Cons: Too far from airport
Cons: They wanted to sell me an insurance but I paid discovercarhire for the insurance. They told me was compulsory because I had only my ID document. Moreover I paid for a Ford Focus and they gave me a small car for the same price. They told that was the last car available.
Pros: Cheap and easy to book.
Cons: The location is difficult tot get to and when you pick the car up the staff are very onerous about not damaging the car if you have not bought their expensive insurance. I bought your insurance and they found a stone chip on the bottom of the front bumper and charged me UKP400! Not cool but your insurance provider has not responded.
Cons: Two hour wait to get the car on a Friday night!!!
Pros: I was told when I booked the car that it had full insurance. However Green motion car rental told me that I needed to buy basic coverage on the car to rent. Rental price went up quite a bit once I had to buy the insurance
Cons: Online booking price and rental price did not match. I had to do a whole new booking to get the car. Also not having service to the airport is a problem for most customers. Drop off time is ridiculous. Took more than 30 mins.
Pros: I cannot comment on Ace as my booking turned out to be with Green Motion
Cons: I cannot comment on Ace as my booking turned out to be with Green Motion
Pros: The car worked fine and was clean as expected.
Cons: Slow service, inconvenient location and bad service. Picking up the car at the location took over an hour. Hidden charges and being charged for non existent damage caused by luggage
Cons: it took about 45 minutes to wait in line and be served to pick the car up. Then went I went to the area to pick the car up one wasn't available. They ended up giving me an unwashed and un vacuumed car! I was also given a very scary talk about what the company look for on return re: scratches etc, way more than any other hire car company I have used previously. Not nice. Not a great start to customer service.
Cons: Pretty much everything else. Worst experience ever. Will not be using green motion or ace rental ever again. I will gladly tell others about my experience. I am sure this won’t be the only bad review his week because I over heard many customers complaining to the deaf ears of the green motion staff.
Pros: Nothing. Big mistake and a lesson learned.
Cons: I have been renting cars for 8 years and never had such a bad experience: long queue (1.5 hour to get the car), car collection in a hotel far from London Heathrow (need to take a shuttle charged £5 per person), AMEX refused, proof of address required even if not listed in the required documents, additional information (national insurance number, etc.) should not be required. The car only had 1/4 petrol tank!
Pros: Nice new car
Cons: Agents tried to tell me that there was no theft protection included in my rental. I felt like I was being scammed. Luckily the manager can along and agreed that it was included. The paperwork took ages, I was asked for two forms of identity with my address on it- where did it say in my rental agreement that was necessary? I told them I had not been asked for this the last time i hired with them. When I returned the car the check was really thorough, so take photos before you leave the car park.
Cons: 2 hours to pick up the car althouth there was only one customer before me. 1 person doing the paper work and 4 people doing nothing (just here to give the car keys). Very rude staff
Pros: Price (although we paid far more overall when we were charged for damage that was already present on car)
Cons: Low prices used to lure customer in and then they make extra money by charging for damages that were already present on car...
Pros: Vehicle size.
Cons: The long wait queue at the desk and at the car dispatch. Totally unclean vehicle. I have to use wet wipes to take the seat and none of our articles could be placed anywhere.
Pros: Nothing great
Cons: Very bad service
Pros: Nothing. Too slow and too many add on’s.
Cons: I’d rather use the big boys like Avis or heartz.
Cons: Pushey Sales guy trying to upsell
Cons: Location in middle of nowhere (had to get a shuttle bus which I was told I'd be refunded for bus was not), 1.5hrs in queue, scared into paying for extra insurance (was told I'd be paying £20,000 if anything happened and i didn't buy it), had to pay extra for unlimited mileage (nothing mentioned on form)... I could keep going on. Absolute useless service
Pros: Efficient, thorough initial rental process.
Cons: It was extremely difficult to drop the car off. Getting dropped off by a shuttle bus from Terminal 3 is one thing, but driving the nightmare roundabout system there is quite another. I took several tours of the local neighborhoods, the M25, and M4 before I figured out the unique combinations of turns to get to the Holiday Inn. No, the GPS did not help; it had no idea, either. You guys really need to post some pictures for which turns to take, as well as some diagrams or sketches.
Cons: The scam of asking for insane deposits or paying extra per day. It's a tourist trap and I think it's shocking that this practise is allowed to go ahead. I usually rent with Enterprise and never had any issue like this...
Pros: Nice car.
Cons: Location of pick up. Upselling agents.
Pros: Efficient staff, decent car
Cons: Insurance costs not clear, took over an hour to collect pre booked car
Pros: Almost everything good.
Cons: The rent was 104 pounds, and you take around 9 pounds, but the rent company took all amount again.
Pros: Website was quick and easy.
Cons: I paid a 26 GBP booking fee, then 156 GBP on pick up!! Extra insurance and mileage costs!! Other Heathrow car hire companies provide shuttle busses from T4 but I had to use Heathrow Express, then 5 GBP shuttle bus to Holiday Jct 4 which took nearly 90 minutes which is ridiculous ! I feel the additional costs were not shown when booking with you and therefore will not promote or use this service ever again.
Pros: It was actually Green Motion that was the rental company
Cons: the fact that I was ripped off by the agent with respect to an upgrade.....
Pros: The staff
Cons: I chose the wrong time to pick up (long queues) and the location was out of the way
Cons: No insurance provided
Pros: we liked NOTHING about ACE rent a car
Cons: was a rip off and a scammed us over 500 POUNDS for a invisible scratches and mud on the car~!!!!
Pros: It was less expensive and they offered an automatic option
Cons: They did not have my car available when I arrived. I had to wait about an hour. The rental location is quite far from the airport and the shuttle took a very long time.
Pros: The car was in good condition on collection.
Cons: Very slow at all stages, took 2 hours from exiting Heathrow Airport to collecting at the Heathrow airport office, obviously understaffed. Staff appeared pissed off and unable to cope with customers.
Pros: Quick pick up, excellent customer service pick up very professional, fair price, helpful service. I have hired cars with them for over 10 times in different locations (Heathrow, Gatwick and London City Airports) and I would recommend to do it.
Cons: Last drop off I did check out with a new member of staff who needs extra customer service training. No agree with £85 admin fee clause in contract, although never have to pay.
Pros: Very friendly.
Cons: Vehicle bodywork was pretty battered on collection.
Pros: The agent heard and understood all the issues event they could do nothing about it
Cons: long waiting period, no free upgrade to compensate the long wait, shuttle fare of 10 pounds which the agent said they would pay back but never get paid back, difficult to get to the M4J4 outside the shuttle
Cons: Took too long to get car - not enough staff for peak pick up
Pros: Quality and value for money
Cons: Long queue at check in!!!
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Please check the Rental Conditions for each vehicle prior to booking as some conditions, particularly the deposit and deductible, may vary based on the class of vehicle.
A young driver fee applies to drivers under the age of 25.
Maximum rental age is 74 years.
A Senior driver fee is not applied.
The driver license must have been issued by authorized authorities at least 2 year(s) before the date of the commencement of the rental.
UK customers must bring their DVLA check code along with their photo ID. This check code can be obtained from the DVLA website.
A driver license printed using a non-Roman alphabet (Arabic, Japanese, Cyrillic, etc) must be supplemented by an International Driving Permit.
In addition to the regular driver license, an International Driving Permit is also mandatory.
Please note that the International Driving Permit is valid only if accompanied by the regular driver license.
In addition to documents mentioned previously, the customer will need the following: valid driver license, credit card on a main drivers name, Passport or ID card, booking voucher, return flight ticket, International Driving Permit (IDP).
In order to pick up the car, domestic renters must present the following documents: passport, valid driver license, credit or debit card on a main driver's name, Passport or ID card, proof of home address (e.g. Utility bill).
The exact deposit is determined on pick up since the amount is dependent on the type of vehicle.
Only cards issued in the main driver's name are accepted.
It is possible to pay and leave the deposit only with the following payment methods: MasterCard credit card, VISA credit card, American Express credit card.
Cash, Prepaid cards is/are not accepted.
The main driver must provide a physical payment card in their name with enough funds to cover the deposit to pick up the car. The rental company will neither accept virtual credit cards (e.g., GooglePay or ApplePay) nor someone else’s card (including family members).
Additional charges will be applied in case the car is crossing state or region borders.
Details are available from the car rental company's reservation office.
In the event that Cross Border & Territorial Restrictions are violated, all protections lose their validity.
Prices for extras are shown on the booking page.
Period of time, during regular working hours, when the car is still guaranteed for the customer, if the customer is late for pick up (the grace period) is 0 minutes.
Pick-up & Drop-off