Upselling based on not having the car that you ordered

Very smooth process. After landing in London, there was a shuttle to take us to the rental location. We received a brand new car, absolutely fantastic. The car was great. Highly recommended.

Overall satisfied. The vehicle provided didn't have a recognizable brand, possibly a local UK brand. The trunk was large enough to fit four suitcases. However, the two rear doors couldn't be opened from the inside and required someone outside to open them, which was very inconvenient. We tried several times, and it wasn't due to the child lock, unsure of the reason.

Overall service was good, explanations were clear at pick-up.

Staff were humorous and provided good service. The only downside was that adding an additional driver was too expensive at £15/day. There was a free shuttle to and from the airport, which was very convenient. The vehicle was in excellent condition.

The only regret is that even though we had already purchased full insurance in our country, which included scratch coverage, the counter insisted that it wasn't valid, saying there was no coverage below £1000. This made us very uneasy and confused throughout the trip.