Enterprise Car & Van Hire - Park Royal

Reviews

• JS

  Jerome Stokes

  2 days ago
  5.0
  The whole experience as exceptional. The staff was brilliant and very friendly. The car was immaculate and the whole experience was very, very good. Brilliant company and exceptional staff. Really great!!
• SF

  Salar Foroughi

  Oct 7, 2026
  1.0
  Absolutely appalling customer service at Enterprise Park Royal. I booked the van directly with the branch by phone — this was not an online booking — and the booking was accepted. When I called moments later to confirm the collection time, I was told by a member of staff calling himself “Alex” that they no longer had an automatic van available. I said that was fine and that I would take a manual instead. I also mentioned that I was planning to arrive around 30 minutes early so I could get the paperwork sorted without delaying the actual collection. For some reason, this seemed to irritate him enormously. Rather than simply explaining when they could process the paperwork, his attitude became unbelievably rude and dismissive. He abruptly told me “don’t come early” and then hung up the phone. I genuinely cannot remember the last time I experienced customer service this poor from a supposedly professional national company. I wasn’t complaining about the change from automatic to manual, I wasn’t being difficult, and I wasn’t asking for anything unreasonable. I was literally trying to make the collection easier by arriving early. If this is how customers are spoken to before they have even collected the vehicle, it doesn’t inspire much confidence in how problems would be dealt with afterwards. Needless to say, I cancelled my plans to use this branch. There are plenty of van-hire companies around London where customers are spoken to with basic courtesy. Enterprise may be a big name, but based on my experience at Park Royal, basic customer service appears to be optional.
• JS

  Jimmy Sandhu

  Oct 5, 2026
  5.0
  Fantastic service from Alexandra at Enterprise Park Royal. I asked if she could arrange a like-for-like replacement for my Jaguar F-PACE and she certainly didn’t disappoint. She understood exactly what I was looking for and went out of her way to make sure I was happy with the replacement. She also knew I was short on time and needed to get away for the school run, so she made the whole process quick, smooth and stress-free without compromising on the service. It’s easy to see why Alexandra is in management. She’s professional, efficient, friendly and clearly understands how to look after customers properly. She ticks all the boxes of a great manager and is a real credit to Enterprise. Thanks again, Alexandra, genuinely excellent service!
• A

  Тима

  Sep 21, 2026
  1.0
  Terrible customer service. I booked a car, paid, drove all over the city, and when I arrived, the manager said he couldn't find the reservation, turned around, and left. Total disrespect. He didn't care what happened to my reservation, and offered no apologies
• WW

  William Wiki

  Sep 13, 2026
  1.0
  Enterprise — apparently where a car reservation comes with a complimentary police threat. I made a reservation for a vehicle, expecting the usual straightforward car-hire experience. Instead, I received a call from the branch informing me that if I didn’t collect the vehicle that same day, they were going to call the police on me. I’m sorry, but… what? 😂 I reserved a rental car, not a getaway vehicle. I’ve rented cars before, but this was a new one for me: apparently failing to turn up to collect a reserved vehicle can now be treated like a matter for the police. Nothing says “customer service” quite like being threatened with police involvement over a car you haven’t even taken possession of. If there was a genuine issue with the reservation, surely the normal approach would be to explain the situation, cancel the reservation, discuss any applicable charges, or simply say the vehicle would no longer be held. Instead, I was left wondering why a routine rental reservation suddenly became a potential criminal investigation. Enterprise’s own published information explains how customers can cancel or manage reservations, and their complaint procedure says concerns can be escalated through customer service.Enterprise⁠ Enterprise, if this is your idea of customer service, perhaps consider adding “police notification” to the list of optional extras when booking. Very strange experience, very unprofessional communication, and certainly not the way I expected to be treated as a customer.

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