London Airport Heathrow (LHR), London, United Kingdom
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Driver's country of residence is United States of America (USA) and age is 30-65
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Ace Rent a car at London Heathrow Airport

Holiday Inn M4 J4, Sipson Rd, West Drayton
0044 208 619 7000 / 0044 317 248 7251
The U.S.-based Ace Rent a Car is one of the car rental companies serving London Heathrow Airport, the busiest airport in Europe. The company operates a sizeable fleet of cars of different types. The company’s office is located at the airport hotel. Ace Rent a Car generally have a same-to-same fuel policy.
Pick-up instructions
Green Motion Car Rental, the ACE vehicle provider at Heathrow is located in the Holiday Inn M4J4 on Sipson Road. Once you arrive at Heathrow Airport proceed to the Hotel via the Airport Hotel Hoppa Bus Service (5 GBP per way). This operates from every Terminal from approximately 04:30 until 23:30 every day. Clients arriving at Terminals 2 or 3 should take the H1 to the Holiday Inn M4J4, bus stops 9 & 10 from Terminal 2 & bus stops 12 & 13 from Terminal 3. Clients arriving into Terminal 4 should take the free Heathrow Express train to Terminal 2 followed by the H1 bus from bus stops 9 & 10 and clients arriving into Terminal 5 should take the H51 to the Holiday Inn M4J4, bus stops 22 & 23. Once you arrive at the hotel office is next to the bus stop on the right. Rental office is opposite the front door of the hotel. Please note that you will have to pay 5 GBP for the Hoppa Bus Service.
Drop-off instructions
Please clarify Drop-off instructions with Car Provider upon Pick-up.
Key box
No

Customer Ratings and Latest Reviews

Overall value for money of your rental car
Ease of finding rental desk or representative
Efficiency of the car rental agents
Time spent picking up the car
Time spent dropping off the car
Car cleanliness
Overall condition of the car
United States of America (USA)
Ford Focus
September 19, 2019

Pros: Appalling.

Cons: Everything.

United Kingdom
Ford Fiesta
August 27, 2019

Pros: If you book the fully comprehensive insurance then the paperwork and pick up is pretty straight forward and quick. The lady that assisted me was very lovely and made things very simple for me.

Cons: There was an older male staff that was assisting another customer, I found him to be very rude and abrupt towards her when discussing deposit fees, so I am soo glad I didn't have to deal with him.

United Kingdom
Ford Focus
August 25, 2019

Pros: Very fast and efficient service from Green Motion, Heathrow. They were very easy to negotiating an upgrade with. From arrival to departure, was under 30 mins.

Cons: The inside of the car could have been a little cleaner. Looked like someone had sprayed Coke or something over the dash. However, I did arrive early, so maybe there was no time to valet.

United Kingdom
Ford Focus
August 23, 2019

Pros: The car was of good standard the booking itself was easy and well priced

Hong Kong
Ford Focus
August 13, 2019

Cons: The reception didn't look friendly at all and trying to push me for upgrade and car insurance.

Australia
Ford Focus
July 23, 2019

Cons: The cost ended up being more than twice the online pice I was quoted. It’s was a completely different car. It ended up being with a completely different company, green motion. While we were filling in the paper work 3 other costumers came in very unhappy with complaints which didn’t give me any confidence in the company.

United Kingdom
Ford Fiesta
July 17, 2019

Pros: Price! And I've used green motion before that provide their cars and have always had a 18 or 19 reg vehicle.

United Kingdom
Ford Focus
July 11, 2019

Pros: Queued for 1.5hrs to get served! Took 2hrs in total to pick up the car! Ended up stuck in traffic as a result and my journey took twice as long. Complete nightmare.

Cons: Cheap.

South Africa
Ford Focus
July 8, 2019

Pros: The efficiency of the staff, the care and the cleanliness of the car,the condition of the car was brilliant certainly would consider renting again.

Cons: Only the fact that i was promised that the pre- authorization funds would be released in 3 to 5 working days but i haven't seen anything cleared in my bank

Malaysia
Ford Focus
June 26, 2019

Pros: Car given was new.

Cons: There were very long queue before we could pick up the car. Had to wait more than half an hour before we were served. Car was supposed to be a Ford Focus (C segment) or similar but we got a Toyota Yaris (B segment).

United Arab Emirates
Toyota Corolla
June 9, 2019

Pros: Easy to book online

Cons: Hook price bore no reflection of total cost of rental, noticed other customers were also being charged for many extras. Process to pick up car took over 2 hours. Attitude of delivery staff surly and unwelcoming - no guidance on vehicle

Switzerland
Fiat 500
May 9, 2019

Cons: Insane pick up q & the slowest staff who didn’t seam at all bothered even my families with young kids waiting outside for the car.

United Kingdom
FIAT 500
April 27, 2019

Pros: helpful; friendly; clear instructions given

Cons: pushed insurance inappropriately;

South Africa
Ford Fiesta
December 20, 2018

Pros: Nothing would never use them again or recommend them

United Kingdom
Ford Fiesta
November 19, 2018

Pros: Nothing

Cons: Complete rip off, scam

United Kingdom
BMW 1 Series
November 16, 2018

Cons: That the mileage was restricted. The charges for a small dent seem disproportionate.

Australia
Ford Focus
October 13, 2018

Cons: You said the deposit would be GBP995 but it was GBP1295 which is considerably more.

Australia
Ford Focus
September 22, 2018

Pros: Price

Cons: It took me two hours to find the drop off location due to my GPS sending me the wrong way round the magic roundabout by the Holiday Inn M4J4 London Heathrow. This caused me to almost miss my flight back to Australia. The address on the paperwork is not specific enough and the contact phone number did not work.

Italy
Ford S-Max
September 12, 2018

Pros: Able to find well priced vehicle in comparison to other companies. Directions for pickup were pretty thorough, just not specific enough, ended up wasting another hour trying to find correct bus stop to rental office.

Cons: Rental desk was miles from airport, there was not a free shuttle in either direction, it was not possible to find the correct bus to or from the airport without extensive personal research and effort. The company provided was terrible at issuing vehicles in a timely manner. It took 45 minutes to get my car, and I was 1st in line. Another customer was there when I got there and still hadn't finished when I left, and there were 2 other customers waiting behind me that walked in at the same time.

United States of America (USA)
Hyundai Elantra
September 1, 2018

Pros: Spent three days driving in a car that drove okay but was noisy with incessant squeaking noise inside the car

United States of America (USA)
Ford Focus
August 27, 2018

Pros: very bad agency - hard upsell even though I bought insurance; then changed the booking to only 1 day, when I protested and refused addn insurance, charged me for damage even though I had photos from the time of rental

Ethiopia
BMW 1 Series
August 17, 2018

Pros: Cheap, good car.

Cons: It was Green Motion, not Ace. Long drop-off time. On pick-up, the agents were incredibly pushy about encouraging me to take extra insurance. They used borderline fear tactics about how I would get chipped paintwork and it would cost me my 2,500GBP deposit. I rang the call centre to enquire about this, and they were wonderful.

United States of America (USA)
VW Passat
August 16, 2018

Pros: Very timely and helpful email support.

Cons: The rudest person I've ever dealt with at the car rental office. Both for pick up and drop off.

United Arab Emirates
Ford Fiesta
August 14, 2018

Cons: They sold the CDW policy aggressively (starting with a ridiculously high price)and bargained the price of the policy with us. We would rather they told us a fixed reasonable price and we would agree with it. Agents are focusssd on selling this policy than making sure customers are taken care of as we had to wait 45 minutes to see an agent.

United States of America (USA)
Ford Focus
August 11, 2018

Pros: At first, the price and ease of use of the web site. Now, I realize that it was easy because it is a fraud set up to take advantage of travelers.

Cons: Afterward, absolutely nothing!!

United Kingdom
Ford Fiesta
August 9, 2018

Cons: The service was not offered by ACE rent a car as indicated as it was outsourced to green motion car rental which were terrible. The customer service was terrible, wait times long and the fact they say they are by Heathrow is crazy as they are a fair distance away.

United States of America (USA)
Ford Fiesta
August 7, 2018

Pros: It wasn't Ace Rent a Car - it was Green Motion. SCAM.

Cons: The service was terrible - they were trained to scam people out of money. They made me feel uncomfortable and I had to pay them $625 when I returned the car for them to let me out of there.

Australia
Ford Fiesta
August 6, 2018

Pros: Friendly

Cons: Too far from airport

United Kingdom
Ford Focus
August 1, 2018

Cons: They wanted to sell me an insurance but I paid discovercarhire for the insurance. They told me was compulsory because I had only my ID document. Moreover I paid for a Ford Focus and they gave me a small car for the same price. They told that was the last car available.

United States of America (USA)
VW Passat
July 27, 2018

Pros: Cheap and easy to book.

Cons: The location is difficult tot get to and when you pick the car up the staff are very onerous about not damaging the car if you have not bought their expensive insurance. I bought your insurance and they found a stone chip on the bottom of the front bumper and charged me UKP400! Not cool but your insurance provider has not responded.

Switzerland
BMW 1 Series
July 25, 2018

Cons: Two hour wait to get the car on a Friday night!!!

United States of America (USA)
Ford Focus
July 23, 2018

Pros: I was told when I booked the car that it had full insurance. However Green motion car rental told me that I needed to buy basic coverage on the car to rent. Rental price went up quite a bit once I had to buy the insurance

Cons: Online booking price and rental price did not match. I had to do a whole new booking to get the car. Also not having service to the airport is a problem for most customers. Drop off time is ridiculous. Took more than 30 mins.

Russian Federation
Ford Focus
July 18, 2018

Pros: I cannot comment on Ace as my booking turned out to be with Green Motion

Cons: I cannot comment on Ace as my booking turned out to be with Green Motion

United States of America (USA)
Nissan Qashqai
July 18, 2018

Pros: The car worked fine and was clean as expected.

Cons: Slow service, inconvenient location and bad service. Picking up the car at the location took over an hour. Hidden charges and being charged for non existent damage caused by luggage

Australia
Ford Fiesta
July 9, 2018

Cons: it took about 45 minutes to wait in line and be served to pick the car up. Then went I went to the area to pick the car up one wasn't available. They ended up giving me an unwashed and un vacuumed car! I was also given a very scary talk about what the company look for on return re: scratches etc, way more than any other hire car company I have used previously. Not nice. Not a great start to customer service.

United Kingdom
Ford Fiesta
July 4, 2018

Pros: Leaving

Cons: Pretty much everything else. Worst experience ever. Will not be using green motion or ace rental ever again. I will gladly tell others about my experience. I am sure this won’t be the only bad review his week because I over heard many customers complaining to the deaf ears of the green motion staff.

United Kingdom
FIAT 500
July 4, 2018

Pros: Nothing. Big mistake and a lesson learned.

Cons: I have been renting cars for 8 years and never had such a bad experience: long queue (1.5 hour to get the car), car collection in a hotel far from London Heathrow (need to take a shuttle charged £5 per person), AMEX refused, proof of address required even if not listed in the required documents, additional information (national insurance number, etc.) should not be required. The car only had 1/4 petrol tank!

Luxembourg
FIAT 500
July 4, 2018

Pros: Nice new car

Cons: Nothing

United Kingdom
FIAT 500
June 28, 2018

Cons: Agents tried to tell me that there was no theft protection included in my rental. I felt like I was being scammed. Luckily the manager can along and agreed that it was included. The paperwork took ages, I was asked for two forms of identity with my address on it- where did it say in my rental agreement that was necessary? I told them I had not been asked for this the last time i hired with them. When I returned the car the check was really thorough, so take photos before you leave the car park.

United Kingdom
BMW 1 Series
June 28, 2018

Cons: 2 hours to pick up the car althouth there was only one customer before me. 1 person doing the paper work and 4 people doing nothing (just here to give the car keys). Very rude staff

United Kingdom
Ford Fiesta
June 20, 2018

Pros: Price (although we paid far more overall when we were charged for damage that was already present on car)

Cons: Low prices used to lure customer in and then they make extra money by charging for damages that were already present on car...

United Kingdom
Ford S-Max
June 20, 2018

Pros: Vehicle size.

Cons: The long wait queue at the desk and at the car dispatch. Totally unclean vehicle. I have to use wet wipes to take the seat and none of our articles could be placed anywhere.

India
Ford Fiesta
May 23, 2018

Pros: Nothing great

Cons: Very bad service

United Kingdom
Volkswagen Transporter
May 17, 2018

Pros: Nothing. Too slow and too many add on’s.

Cons: I’d rather use the big boys like Avis or heartz.

Hong Kong
Ford Fiesta
May 14, 2018

Pros: Nothing

Cons: Nothing

United Kingdom
Ford Fiesta
May 13, 2018

Pros: Ok

Cons: Pushey Sales guy trying to upsell

United Kingdom
Ford Fiesta
May 11, 2018

Pros: Nothing

Cons: Location in middle of nowhere (had to get a shuttle bus which I was told I'd be refunded for bus was not), 1.5hrs in queue, scared into paying for extra insurance (was told I'd be paying £20,000 if anything happened and i didn't buy it), had to pay extra for unlimited mileage (nothing mentioned on form)... I could keep going on. Absolute useless service

United States of America (USA)
Kia Sportage
May 9, 2018

Pros: Efficient, thorough initial rental process.

Cons: It was extremely difficult to drop the car off. Getting dropped off by a shuttle bus from Terminal 3 is one thing, but driving the nightmare roundabout system there is quite another. I took several tours of the local neighborhoods, the M25, and M4 before I figured out the unique combinations of turns to get to the Holiday Inn. No, the GPS did not help; it had no idea, either. You guys really need to post some pictures for which turns to take, as well as some diagrams or sketches.

United Kingdom
Nissan Qashqai
May 3, 2018

Pros: Nothing

Cons: The scam of asking for insane deposits or paying extra per day. It's a tourist trap and I think it's shocking that this practise is allowed to go ahead. I usually rent with Enterprise and never had any issue like this...

United States of America (USA)
Nissan Qashqai
April 13, 2018

Pros: Nice car.

Cons: Location of pick up. Upselling agents.

Ireland
VW Passat
April 3, 2018

Pros: Efficient staff, decent car

Cons: Insurance costs not clear, took over an hour to collect pre booked car

Saudi Arabia
Ford Fiesta
March 3, 2018

Pros: Almost everything good.

Cons: The rent was 104 pounds, and you take around 9 pounds, but the rent company took all amount again.

United Kingdom
Nissan Qashqai
December 27, 2017

Pros: Website was quick and easy.

Cons: I paid a 26 GBP booking fee, then 156 GBP on pick up!! Extra insurance and mileage costs!! Other Heathrow car hire companies provide shuttle busses from T4 but I had to use Heathrow Express, then 5 GBP shuttle bus to Holiday Jct 4 which took nearly 90 minutes which is ridiculous ! I feel the additional costs were not shown when booking with you and therefore will not promote or use this service ever again.

South Africa
Ford S-Max
September 11, 2017

Pros: It was actually Green Motion that was the rental company

Cons: the fact that I was ripped off by the agent with respect to an upgrade.....

United Kingdom
Nissan Qashqai
September 3, 2017

Pros: The staff

Cons: I chose the wrong time to pick up (long queues) and the location was out of the way

United Kingdom
Ford Focus
August 24, 2017

Cons: No insurance provided

Hong Kong
Ford Focus
August 11, 2017

Pros: we liked NOTHING about ACE rent a car

Cons: was a rip off and a scammed us over 500 POUNDS for a invisible scratches and mud on the car~!!!!

United States of America (USA)
Ford Fiesta
August 7, 2017

Pros: It was less expensive and they offered an automatic option

Cons: They did not have my car available when I arrived. I had to wait about an hour. The rental location is quite far from the airport and the shuttle took a very long time.

Thailand
FIAT 500
August 2, 2017

Pros: The car was in good condition on collection.

Cons: Very slow at all stages, took 2 hours from exiting Heathrow Airport to collecting at the Heathrow airport office, obviously understaffed. Staff appeared pissed off and unable to cope with customers.

United Kingdom
FIAT 500
July 20, 2017

Pros: Quick pick up, excellent customer service pick up very professional, fair price, helpful service. I have hired cars with them for over 10 times in different locations (Heathrow, Gatwick and London City Airports) and I would recommend to do it.

Cons: Last drop off I did check out with a new member of staff who needs extra customer service training. No agree with £85 admin fee clause in contract, although never have to pay.

United Kingdom
Volkswagen Transporter
June 29, 2017

Pros: Very friendly.

Cons: Vehicle bodywork was pretty battered on collection.

United Kingdom
Ford Fiesta
June 28, 2017

Pros: The agent heard and understood all the issues event they could do nothing about it

Cons: long waiting period, no free upgrade to compensate the long wait, shuttle fare of 10 pounds which the agent said they would pay back but never get paid back, difficult to get to the M4J4 outside the shuttle

South Africa
Ford Fiesta
June 3, 2017

Pros: Price

Cons: Took too long to get car - not enough staff for peak pick up

United Kingdom
Ford Fiesta
May 4, 2017

Pros: Quality and value for money

Cons: Long queue at check in!!!

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