“We arrived back to Heathrow to be told they had lost our key. It then transpired the safe at their compound had been broken into and keys stolen. We spent two hours being strung along about the keys potentially being retrieved by the police before deciding to get a train back to Bristol to get the spare. This is unacceptably low security. We have since been told that the key has been retrieved via the police and that it is being returned to us by recorded delivery. We have still not received the key despite being told it was retrieved two weeks ago. They just don't seem to care, which is something you definitely don't want from people who you are entrusting your car to.”
“First things first - and most importantly - my car was returned, undamaged, at the end of my holiday!
Trying to arrive at the Heathrow T5 Short Term Car Park at a very specific time (which you are required to provide when booking) is something of a challenge (akin to landing a Jumbo Jet on the head of a pin!). Travelling from over 80 miles away, and taking into account the vagaries of the M25, we included significant contingency for delays so, accordingly, arrived in the area some 30 minutes ahead of our notified arrival. We called ELM&G, as requested, when we were an estimated 15 minutes away from our destination however were told that as we were tracking early there was nobody who could meet us. This meant driving around ("circling") the general (unfamiliar) area trying not to inadvertently fall foul of all the restrictions which are constantly monitored by cameras as there is absolutely nowhere to park up!! Having become rather fed-up of trying to circumnavigate Heathrow, we arrived at the Short-Term Car Park 5-10 minutes before the planned time and were promptly met by an agent in a hi-viz vest who directed us to pay for the car park exit (I wasn't expecting this) and he'd be with us shortly. This we did - and so he was. Unfortunately, it transpired that he worked for another co. - not ELM&G! Frantically (the exit ticket was only valid for a limited period) we called ELM&G again and were reassured that someone was now on their way. He duly arrived, I explained that we'd purchased an exit ticket under direction from someone else and he departed quickly without carrying out an appraisal of the vehicle (he explained that he didn't have time so I tried my best to video the car as he drove off)... all somewhat less professional than I'd been led to expect. I am pleased to say that the return process was far smoother. Would I book with ELM&G again... I'm not sure...”
“A very efficient service. Most convenient way to park,excellent way to start your journey. Frendly staff. Would have been 5 stars if they hadn't left food crumbs all over the centre console”
