5 stars for the service and the app. I signed up for the regular subscription as I was going to travel quite a distance so it was cheaper with the paid membership. I booked the e-golf and it was a fantastic trip. I have contacted support a couple of times for different things and they were easy to get hold of and very helpful. The only thing I would comment on is that I wasn’t sure if I was meant to charge the car before returning it - couldn’t find any info on the website or in my confirmation email. When I returned the car someone else was there to start their booking but the car needed charging. I wouldn’t have been happy if that was me.

The change from being able to use a card to having to use the app was not a good move.As a woman travelling alone I prefer to not be standing on the side of the road in the dark waiting for an app to unlock a car. As I was waiting for it to unlock the app crashed, I opened it again, waited for it to load (it just shows the map screen while it remembers if you have an active booking) then clicked the lock/unlock button then clicked unlock then waited for it to contact the car. Having a card was so much easier and safer.Also the app booking is so annoying. You have to search over and over to find which cars are available, I can’t find a way to just see the pods and see when cars are booked and available. Every time I have to select a pickup time and return time and then it says no cars are available and can only look at one car at a time. Then when you go back to search again it resets the time. I would way rather pay more to use a different service than have to deal with this anymore.

When I phoned to register my card, I was told the people who could help me were all on their breaks and would phone back in half an hour. An hour later I called them back to be told ‘oh yeah, I found out you don’t need a card anymore, just use your phone’. I booked a van and the app said it had no insurance cover (despite the T’s & C’s saying it’s included) - I phoned the call centre again - the in-app incorrect insurance info was a glitch in their system. When I arrived to collect the van I’d booked, the app had no option to unlock it and I had to call the call centre again to get them to unlock it remotely. They said “hopefully” I’d be able to lock it again when I returned it later, at which time the call centre would be closed and they couldn’t help me. There was no fuel in the van and no fuel card. I called them for a fourth time to be told I had to pay for fuel, save the receipt, email it to them and be reimbursed (while still being charged a rental fee and mileage).

Having in the past hired a small truck with moving body on the back that I could dive on my car licence that cost a fortune over night a city hop van is the way to go. Much cheaper more flexible more extendable or drop off eilier etc. For a woman it was much simpler and safer to drive on Wellington hills and tight streets etc. Reconned you seriously check out the city hop van or car option.