Great experience!

Good

It has been a while, but overall it was quite good. They gave me a Camry, which was considered a free upgrade.

The service from Hawk was very enthusiastic. I had submitted my arrival time as 11:00 AM local time, but due to an early flight and quick immigration procedures, I arrived at KK airport around 10:00 AM. I called to inform them that I was ready to pick up the car. While I was having breakfast, they came over with a sign to find me—it was very convenient…
The vehicle was a nearly new Toyota Vios, around 90% new, though I had booked a Malaysian-made car. They explained it was equivalent, and gave me the Toyota Vios instead. Checking the odometer, it seemed to have only driven about 20,000 kilometers. I was very satisfied with the car’s condition. After completing all the checks, we hit the road. During this time, they also gave me directions, which was very helpful~
Initially, my biggest concern was renting at T2 and returning at T1, but this process turned out to be very smooth and without additional charges. All I had to do was wait at T2 for them to deliver the car to me. When it was time to return, I just needed to park the car at T2, and they sent someone to inspect it. When we picked up the car, they carefully noted all the scratches, and when we returned it, they just checked for any major damage. They were very trusting and everything went smoothly without any worries.
 

I got free upgrade to Honda City with no extra charge.

Fantastic

The whole pick up process is slow. I was wondering if they can speed up the process by requesting for details online first and cut down on manual paperwork. Be prepared to wait at least 30 minutes for the whole paperwork to be completed. We chosen the option for car seat for our little girl at 3 years old. They did not want to install the car seat and expect the customer to install themselves. I am not the owner of the car seat and hence this again slows down the process of collecting the car of trying to figure out how the car seat works. The car seat looks old too and don't look clean. I opted for Nissan Almera but got a Proton Persona which they mention as equivalent. So do beware if you are expecting an imported car but got a local car. Nissan is surely more stable and comfortable to me.

They could include options such as car seats in the total price.