Virtuo Car Hire | Waterloo Station - London

Nick D.

I've used Virtuo a few times now, but I've had enough. Reasons:
1. Every other car I've rented smells of cigarette smoke.
2. They've changed their policy recently and you have to pay the congestion charge yourself for pickup and drop off days, which wasn't made clear - there is no reminder in the app - no reminder email - the policy is buried in the small print - and they have charged me £100 in fines for this weeks after my rental. What a stupid policy.
3. The app page to report damage is fiddly to use - when you report damage upon check-in, they treat it as if the damage was caused by you.
4. They deliberately over-fuel the cars (I think by filling them manually from a can with no cut-out) so you can never return them to the same level using a petrol pump, and have tried to fine me for this.
Sorry Virtuo, it's a great concept and a couple of my rentals were fine, but I'm fed up with having to raise customer service claims every other rental.

Alisa S.

I had a fantastic experience with Virtuo. Easy pick up and registration process as well as a very clean and beautiful car provided. It was a very smooth experience for a day trip outside London that we will do more often with the company. I recommend to everyone!

Alex C.

The car it is not clean and sanitized. This is unacceptable during a Covid world pandemic situation. I don't know how to express the feeling to getting into a vehicle where every surface it's sticky and clearly not clean.

Joshua P.

Super smooth process of renting a car for a weekend. Beautiful car options - tank near full, gps, easy to unlock and lock post use. I'll certainly be using their service again

Andrea K.

Lesson learned, next time will stick with the brand name rental agencies. The pickup experience was incredibly difficult. After making a booking, received a confirmation email which looked quite “spam-y” but seemed to confirm my reservation. By chance clicking the link to the T&Cs in this email I was surprised to find out my rental was not confirmed at all, rather I had to provide an absurd amount of backup including two proof of address (never seen this before from any car rental agency, having rented approx once every quarter for the past few years from a number of different agencies). We submitted our documents in advance, but then were never notified that one of them was not accepted, which led to us spending upwards of 1.5hrs trying to get through to their help line and missing a lunch reservation we had paid for in advance. To top it all off, once we’d finally jumped through all these hoops we found out that the car had been dropped off late by the previous renters and they would not provide us a car for another 20 minutes. No apologies or compensation was offered, just some (poor) employee blaming another department.

As mentioned at the start, I can only recommend paying the premium to rent from a real rental agency, it just simply isn’t worth the headache (and almost 2hr wait). Very disappointed in this service.

Anton R.

Don't ever use. Worst customer service ever. Self check in that requires ridiculous work.booked a car at 8pm, called 2 hours ahead and announced I will be 20 minutes late because of a delay. I was reassured it is fine. Came in and no one there, apparently they close at 8, not one message to suggest that. All plans down the drain. Only phone line that worked was for breakdowns and she refused to do anything or try to transfer to someone who could help.

Mia D.

Rented a car for pickup at 10. We called at 9 to confirm the pickup and they told us everything was fine but when we got there they said we had to wait 45 min for the car to be cleaned. We came back to get the key and no one would pick up our calls for over 15 minutes. The key for the car we rented was missing so they had to give us a replacement car, which was much smaller and more uncomfortable for our drive. Customer service did not offer anything to fix the errors they made.

Daniella W.

Really helpful and quick and easy. One of the best rental companies I’ve used. If you speak to the advisor you can get really good prices directly on their website. And Sanji is the best, he makes the whole check in experience easy and fun! I actually enjoy talking to him. Thank you for all your help and making my experience so easy!