Although I had some reservations about HERTZ pushing me to upgrade the car, to be fair, their service was still pretty good. The wait time in line wasn't long, and while communicating in English wasn't as convenient as in Chinese, I couldn't expect too much while abroad. At pickup, the staff informed me that my reserved Corolla wasn't available and suggested I upgrade to an Audi Q5 by paying extra. I thought it was an additional 18 AUD per day, so I accepted. Later, I found out it was actually 45 AUD per day, totaling 180 AUD for the 4 days. While I was okay with the cost, suggesting a luxury car upgrade immediately did feel a bit pushy. The Q5 was in excellent condition and very new, but there was no manual with the car, making opening the fuel cap a bit challenging. The car was great to drive, and I had no issues, making the rental experience smooth overall. I was in a hurry to leave and didn't have time to argue, so I took the risk and accepted the luxury upgrade. The 3 AUD per day charge for roadside assistance added up to a small amount, and since I realized this after the fact, I won't dwell on it.
The staff at the store were very enthusiastic, and most of the service instructions were clear. The car exchange at Melbourne Avalon Airport could be improved a bit.
When picking up the car, there was an elderly gentleman who could speak some Mandarin. He was very friendly and enthusiastic! He patiently explained everything, highly recommended.
There were long lines, and it took an hour to get the car. There were four staff members available, but some took a long time to serve each customer. The car was freshly washed and clean. Returning the car was quick as they only checked the fuel level. The brakes made a strange noise on the second day, which affected our mood a bit. We later had someone check it and they said it wasn't a big issue. For longer trips, it might be better to rent an SUV for peace of mind.
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