Enterprise Car & Van Hire - Waterloo

Reviews

• AL

  A Laurent

  Aug 28, 2026
  1.0
  Wish I could put zero stars - TLDR = had a reservation weeks in advance, left without a car after almost 2 hours - ruined the first day of our holiday as we couldn't pick up a car, and now will need to pay last-minute fees to try and find something somewhere else. Absolute nightmare! We had a reservation that had been confirmed well in advance. We did arrive around 30 minutes after our scheduled pickup time, but what followed went far beyond any reasonable consequence of being slightly late. Initially, there was a series of confusing conversations about which cars were and weren’t available. Eventually, the much bigger issue became payment. We were told that the credit card needed to be from a “major UK high street bank” — a requirement we had not seen communicated anywhere beforehand (also is not on the website or Enterprise policy). Other cards, including Aqua, were rejected. The card we then tried to use was an HSBC credit card. HSBC is, of course, a major UK high street bank. However, because HSBC issues this particular card without the full card number printed on it, Enterprise apparently couldn’t accept it as presented. We were then told they could charge a nominal £1 amount to the card so that the card number would appear on the receipt and could be used as proof. They charged £1, but no receipt printed. They tried charging another £1. After these attempts, the card was blocked. This then required a call to HSBC and a trip to an ATM to reset the PIN/card. After all of that, we finally managed to obtain the required receipt and bring it back to the Enterprise employee. By this point, the vehicle being offered was substantially different from what we had expected, but frankly we just wanted to get on with our holiday. The employee checked us in, everything appeared to have been resolved, and the keys were literally in our hands. Then a manager appeared, questioned what was happening, intervened, and the whole thing fell apart again. The entire experience was surreal. We had a confirmed reservation, spent an enormous amount of time trying to comply with payment requirements that had not been clearly communicated in advance, used a credit card from HSBC — one of the UK’s largest high street banks — and followed Enterprise staff’s own suggested procedure to verify it. Even after being checked in and handed the keys, we still ended up without the rental we had booked. This is all despite being a long-time Enterprise customer and clearly showing that we had rented cars in the past. Maybe it's just this branch that is absolutely off their rocker? Just go somewhere else.
• JM

  Jordan Malandra

  Aug 23, 2026
  5.0
  Renting at Enterprise Waterloo was 100% perfect. Ezra P. was super friendly, answered all of my questions, found the exact car we had reserved and assisted with paying the daily London Congestion Charge prior to leaving. Ezra also followed up with an email and phone call to ensure everything went smoothly with the rental as we dropped the car at another location. A+ rental agency and would highly recommend.
• BV

  Bec Vincent

  Aug 19, 2026
  5.0
  Absolutely stellar service from a lady here (on Tue 18 Aug - sorry I didn't get your name!). She was welcoming, friendly, knowledgeable, patient and kind. Talked us through everything, gave us time to ask questions. Our car was ready on time and of a very high standard. Make sure you check your email in the lead up to your hire pick up as our location was changed from Spur Road to the depot (this location). Not far away but could have caused a delay if we had gone to the wrong spot.
• DU

  Deborah Falcao-Linton - Unknown Location 2 (UNKN2)

  Aug 14, 2026
  5.0
  Ethan at Enterprise was fantastic! Despite being extremely busy, he was patient, helpful, and took the time to make sure we got a rental car that suited our needs. He also gave us expert advice on navigating London’s environmental fee and roadways, which was incredibly helpful and gave us much more confidence driving in the city. Excellent service from start to finish — we would highly recommend Enterprise and Ethan! Grateful Canadians!!
• JJ

  JC

  Aug 5, 2026
  1.0
  I have used Enterprise Waterloo multiple times. My last experience was however very dissapointing. I hired a Peugeot van for 3 days to be returned at noon on Monday. I arrived at their yard before noon. They were busy and it took a while before they were free to check me in with their handheld device. The next day I found they had debited my card with an additional days hire because by the time they recorded my check it was 1210 (ie ten minutes late). They did not discuss this with me at the time I was there. This is completely unacceptable. i called them and the chap I spoke to was very sympathetic, noting I had been waiting for them and the "delay" was "de minimus". He said however their Policy did not allow him to reverse the charge and I would have to raise a complaint. I will not be using Enterprise again.