Excellent

The booking page indicated free cancellation, but when plans changed and I needed to cancel, I was informed there were conditions. Why not clearly state the cancellation policy when booking?

There weren't many people in line, only two in front of me, but the two staff members at the counter were extremely slow. Each transaction took too much time.

Good

Chinese reception, speaks Mandarin. They didn't inform us in advance that the reserved car was unavailable. Upon picking up the car, we found out and communicated with the staff. They offered us a smaller Dodge or a Chevrolet for an extra $300 per day. We ended up spending an additional $160 on two insurances (one of which was for collision with uninsured vehicles, which in hindsight, was unnecessary). Returning the car was smooth; it was inspected on the spot and the deposit was refunded within two hours.