Ace Airport Parking

I can't believe how much Ace have gone downhill. We used them for several years and always received an excellent service at a pretty reasonable price, hence why we rebooked with them every time we flew from Gatwick. On the last two trips pre-Covid in 2019 we found staff less friendly, and one occasion our car was scratched. In May 2022, our first post-Covid trip abroad, we again booked with Ace. The parking has now moved, and is both poorly signposted and far less convenient to drop off to. The biggest issue was upon our return to the North Terminal. It took a protracted wait on-hold when we placed the call to advise we were ready to collect our car. When the call was eventually answered I was asked for the reference number on the receipt, which I duly gave. I was then told to go to Orange car park, level 1. After searching around and being unable to find this car park - they were numbered, not colour-coded - I rang again for further directions only to be told the car had been taken to South Terminal, not North as per our booking. I asked if the car could be brought to North as we had heavy cases, children, etc, I was told "No, you told us South Terminal." I confirmed that I had not done this, that I had only given the reference number that was requested, and that our original booking was for North Terminal. The staff member was very hostile, saying "No, we always ask everyone which terminal when they ring, you said South so that's where your car is, you need to make your way there or you'll be fined for overstaying." I again confirmed that I had not told anyone we were at South Terminal and had only given our reference, the staff member refused to accept this and again demanded we get the shuttle to the other terminal. When we got there we were simply handed the car key without a word, no mention of the fact that the car had been taken to the wrong site, let alone any form of apology. A combination of the less convenient drop-off and pick-up location (which goes completely against the idea of a Meet & Greet service outside the terminal) and what have sadly degenerated into abysmal levels of service and interactions with customers, after years of repeat business we will be looking for another parking operator next time we travel.

I used the meet and greet service at Gatwick. I found the drop of very easy and straightforward however, pick up was not.

When I was reunited with my car I found many things in my car had been changed.  This included:

1. The mile counter had been reset
2. The heating was turned on to full (it had been left off)
3. The radio station had been changed
4. Full lights turned on (I turned lights off)
5. Passenger seat moved

It strikes me as very unprofessional to change things like this and it makes me question the trustworthiness of the company. Why would the passenger seat be moved?

Won't be using again.

A few times now using Ace airport parking. Easy to find straight forward. Leave car and it will be waiting for you when you get back from holiday.

Very satisfied with their customer service. My flight was canceled 3 hours after our arrival at the airport. Their response was Immediate, my car was at the airport in no time and waiting for us.
Next week We are flying again and as they promised, I paid only for the Airport Drop-Off Charge. Highly recommended!!!
Thank you

On arrival there were lots of chaps with yellow jackets, none wearing "Ace Parking", what was not apparent was that, They all seem to work for the same organisation: The guy wearing a Purple Parking vest also represented ACE! Nevertheless the handover was smooth. On return we waited about 15 minutes for the car to arrive (2am after a 2 hour flight delay, 30 minutes on the tarmac and an hour on the baggage belt)

After getting back my car with a big scratch on bumper they didn't care about this. Definitely I'll avoid them in the future

We had a good experience with Ace. Drop off was easy and our car was dropped back to us quickly on our return. Reasonably priced too with a discount code!

Service good initially but after the event I have a £170 fine from NCP for using the airport drop off. I didnt ever go to the airport by car as the collection and drop off was to the Hilton Hotel. I booked via Hilton too. I have tried to contact Ace Parking and silence now. Hilton sent a rude and unhelpful message back saying its not their problem even though I booked through them. I'd avoid both based on this experience so far.