At handover, it was 11 pm and no one reminded us to check the car properly. When returning the car, they mentioned wheel scratches, with the front wheel having a scuff and a scratch on the rear wheel. The front wheel had hit a curb but the rear wheel seemed to have old scratches that we could feel by touch. They claimed it wasn’t covered by insurance due to the low amount, so we had no choice but to leave.

Luxury sedan: Mercedes C Class automatic or similar model, but there was no similar model when I arrived. They tried to convince me to upgrade to a luxury model at a higher price, claiming that because I had rented from them before, I could get this higher-end model at a very good price. Additionally, I had purchased full insurance, but they claimed it was partial insurance (unsure what partial insurance means). Then they mentioned an excess of 2000 pounds, and when I asked more questions, they refused to check. I called the rental company's customer service, and an Indian-looking employee at the store spoke with the customer service representative for about 10 minutes. When I went over to ask further, they said the excess was now 250 pounds, which seemed like bargaining. I then called the customer service directly, and they said they would report to their supervisor. I decided to take the car for now.

Was not given the car we had booked. Instead was offered a Nissan Quashqai

The drop off location at Gatwick north terminal is not very well signposted and the turning easily missed.

Didn’t get the car that we booked so the interior wasn’t as big. We had a pram and car seat and knew it would all fit in the original car booked so more than disappointed considering they advertise they guarantee you get the car you book.

Happy with the booking process didn’t use the price drop protector as made a late booking. Would have been very pleased with the whole process if we had received the car we had booked.