Excellent service

Terrible service, terrible service, 1. Upcharge Step One: They didn't give us the car we reserved, only a model they deemed similar. Then they insisted our luggage wouldn't fit and tried to make us pay an extra £100 per day for a bigger car. They wouldn't even let us test it out, claiming we would damage their car. We were two women, four 10-year-old kids, and six pieces of luggage. 2. Upcharge Step Two: When we refused to pay extra, they still wouldn't give us a car. They finally relented and offered a slightly larger car for £100 more per day only after we insisted we would rather rent another smaller car for £100 per day. 3. Upcharge Step Three: They only accept credit cards with chips. The registered driver didn’t have one, so using another person’s card would require adding that person as a second driver, costing another £100. 4. Upcharge Step Four: They insisted we buy their insurance even though we repeatedly stated we already had full coverage from home. They said they'd need to hold £800 as a deposit. 5. During the car return, despite the rain, they inspected the car multiple times until they found two tiny scratches for which they demanded compensation. Even after we wiped off the marks, they insisted there was a dent and charged us £810. 6. They provide a free shuttle to pick up the car, but you have to buy a bus ticket to get to the airport after returning the car, wasting time. 7. The entire staff seemed to be Arab, which was very concerning. 8. Strongly recommend against renting from this company! Always go for a major rental company instead.

They forced us to buy an add-on fee that wasn't insurance. The American couple next to us had the same issue. The rental company said it was because ACE is an American company. Even after seeking help from QEEQ customer service, it was useless. After negotiating for over an hour and paying an extra RMB 300 to get unlimited mileage, they finally gave us the car. The actual rental was from Green Motion. I advise everyone to avoid these two terrible companies!

They didn’t appear to have our booking, the lady on the desk was very unhelpful, made it a complicated process & tried to give us a smaller car. Very pushy and condescending,

Booking was easy but then ACE didn’t appear to have our booking

We arrived and were told there are no automatic cars available, the only one was a large Volkswagen Caravelle. Were told it would be at least two hours before one was returned. We could not wait and ended up paying more for the Caravelle in order to leave on time. Pretty disappointing.

Good