Melbourne - Great Ocean Road - Melbourne

Unclear charges. They promised no extra fee for returning the car in a different location, but still charged extra despite prior arrangement.

The staff at the counter were evidently not familiar with the business processes. Despite not many people in line, it took three hours of waiting at the counter.

Pickup was a bit slow, mainly because the staff were slow to work. Since the X3 I booked was unavailable, I got a free upgrade to an X5, which was very satisfying. When returning the car, due to staff error, I almost overpaid for fuel. Service needs improvement!

Complaint about the Chinese female clerk at Melbourne Airport branch on December 26th around 6-7 pm! The child seat was clearly reserved through the Car Rental platform, but upon arrival at the store, they said it wasn't reserved. It was already past 7 pm, and we had to drive out to buy one. Additionally, she did not inform me to inspect the car condition beforehand, nor did she allow me to check it myself before signing the rental agreement. As a result, I signed the order without seeing the car, and did not notice the pre-existing scratch on the right side of the car's front. Because we were in a hurry to buy a safety seat, there was no time to take photos of the car, which caused the store to blame me for the scratch on the left side of the car when returning it. Moreover, due to the New Year’s Eve event on December 31st, I called in the morning to say I would return the car in the evening, but I wasn't informed about the road closures. This led to a futile trip to return the car, and I had to pay an extra day's rental to return it the next day. Extremely dissatisfied with Hertz's overall service attitude!

The process was quite fast. The SQ5 we initially requested wasn't available, so they gave us a Q5 instead and offered us a full tank of gas so we wouldn't need to return the car with a full tank.