My dad and I flew from Perth to Sydney and arrived at Sydney Terminal 2. Without checking any guides, we realized we needed to take a shuttle bus to Ace Car Rental's office outside the airport. I called customer service and was told to dial a 1800 number to arrange the shuttle bus. An Indian person with a strong accent answered and instructed us to exit through the main gate and turn left. Despite following these instructions, we couldn't find the location. We asked over five people inside the airport before finding out that the Ace shuttle bus stop had no clear signs. After a lot of hassle, we finally reached the Ace shuttle bus stop and had to wait for two hours with no bus arriving. My dad, who is 74 years old and has Parkinson's, was hungry and freezing at the airport for almost three hours (we landed at 5 PM and it was nearly 8 PM). My dad's condition worsened, so we decided not to go to Ace and instead rented a car from Avis at a higher price. When I called Zuzuche (the booking platform) to request a refund or to switch rental companies, they refused, claiming it was past the pickup time. We are still in dispute with Zuzuche and Ace about getting a refund for the rental fee. After reading reviews about Ace mentioning issues like the oil light warning, arbitrary deposit charges, and long waits at the Ace office, I believe that my decision was correct. Otherwise, who knows what could have happened to my dad.

Good service, quick pick up, a bit remote location

Smooth and easy booking process

The location is a bit off but otherwise nothing to complain about.

All great as usual

We waited for 45 minutes for the shuttle to pick us up after being told it would be there in 10-15 minutes.

Staff in the morning was great but made my business partner pay the insurance again. Dropping the vehicle was worse. No instruction, had to wait for 10 minus to get the car to be taken back and then the counter staff almost made me miss my connection as they could not organise the shuttle bus to drop us off at the airport. Another company driver had to step in and get me to the airport so I would miss my connection.