Good experience

The female staff member was slow and kept wandering off to talk to others. She seemed discriminatory towards Chinese people, asking if I was Chinese, and once confirmed, the paperwork became excessive and time-consuming. Every single document was copied multiple times, which was not required at other counters or with other tourists. Previously, we rented from other companies and the process took only 5 minutes. She took over 45 minutes even though I emphasized I was only renting for half a day and was in a hurry. Despite being clear that I didn't need anything extra, she insisted on adding an extra driver fee (which I didn't have to pay on previous days in Australia) and sneakily added full insurance despite my refusal. Due to the time pressure, I didn't notice it until later. If I could rate her negatively, I certainly would. Never renting from this company again.

The car had unpleasant smell. Had rubbish and mud in the car. The steering wheel was fluctuating. Not go straight! Feeling dangerous!

Like: The team at Europcar were great, even though we did not get the car we reserved they looked after us with providing an upgrade, it was a nice surprise my kids are still talking about the Jaguar SUV we drove to Melbourne in.
Dislike: Our only disappointment was the fact we did not get the car we reserved due to heavy smoker, however the Europcar team came to the rescue and upgraded our vehicle, very nice touch considering the situation.

Like: Car was what we needed to carry 4 adults and 2 infants under 3years.
Dislike: Confusion over where the cars was being picked up from and fitting child seats despite taking the time to confirm all the details (including correcting some confusion over type of child seats required) the day before arriving with the domestic terminal staff by phone.