Hayes Car Rentals

Cons: The reservation was not honored. It turns out that the rental place is contracted by ACE and is terrible. On the website there was no mention that American Express is not accepted. I was told at the location creating a problem because I didn't have my VUSA card with me.

Cons: Had to ask how to get to the rental location. It was supposed to be at the airport but it was 17 minutes away. Had to pay for a shuttle and the shuttle only runs on the half hour. The rental counter aways seemed to have a long line even on off days off season. The rental car company ACE didn't have a counter, someone had to tell me to go to the green whatever counter. The guys behind the counter push hard for additional insurance at high rates even though most people have insurance through their own car company and thru their credit cards. They required a $1000 deposit to avoid the insurance. Drop off went smoother, but still took 10 minutes, then pay for another shuttle that was a 30 minute wait.

Cons: Upon car collection, staff Costa pointed out a little dent on the side and a scratch. Costa told me a scratch 1.5mm deep is considered a damage. I was immediately thankful that he had done so. What I didn't know is that he did not indicate that scratch in the form he asked me to sign. I had trusted him and signed in good faith. On returning the car, another staff Aniesh (not sure about his name) scrutinised that car under direct sun ray, saw that scratch and accused me of causing it. I denied it. I reasoned by relating about the "1.5mm-deep scratch" conversation I had with Costa. When we asked Costa, Costa denied and claimed that I had scrutinised the car for "30 minutes" that it was fine without scratch before driving away. This is untrue. I did not scrutinise the car. Absolutely not for 30min. My whatsapp conversations revealed I was rushing for my family at the airport and gave them a ten minute waiting gap upon car collection. Under duress I had no choice but to pay for the charge under duress as I had a plane to catch and time was running out. I am such an easy target. Unjustifiable terms For that frivolous faint scratch, I am charged me 324 pounds! Is this amount justifiable? Business Model? What kind of a policy is this for a car company wishing to build itself on good long term reputation? Why would Costa not indicate the scratch on my form and why would he lie? Philosophically, there's no reasonable explanation except that fraud or ill-will is intended

Cons: insurance way more than expected, apparently because we were using Ace

Cons: When I attempted to take the shuttle to Ace at London Heathrow I was told there was a 5 pound charge per person to ride the shuttle. This is unacceptable. I did not pick up the car. I rented from Sixt which was excellent

Cons: There is no free shuttle to and from airport During dropoff, the guy was impatient to drive the car away. I was getting my things from the boot and he kept asking whether I was done. After drop off, I wanted to take the shuttle to airport. Unfortunately I have no small change to pay the shuttle. I went to the car rental counter for small change. I told them clearly that I am a customer and just dropoff my car and I need some small change for the shuttle. The refuse to help. So pathetic.

Cons: It's an unnerving begin and end to the rental -- two posts positioned at the entrance and exit, so close together that the driver must use extreme caution to avoid scraping them on the way in and out. Lots of paint scrapes indicate that many did not succeed. Also not thrilled about the bus connection to the airport -- 5 GBP per person although refunds were provided if you were aware of how to get it (buy pass from hotel concierge, then go back to rental desk and request refund). That being said the car was fine and I did take the unlimited mileage option for an additional 15 GBP per day, which also got me an automatic shift with nav. Overall a good experience but important to familiarize with the gotchas as is so common in the UK.

Cons: Ace at London Heathrow is run by Green Motion which is a bus ride from the terminal 2. Nobody in the car rental zone at terminal had even heard of Ace. The staff at green motion were rude, they don't take Amex which forced me to buy their insurance and staff have poor English language skills - in UK! Certainly will avoid at all cost.