Brisbane, Gold Coast

There were many people in line, but the process was quick and well-organized.

Unreasonable charges. I booked through a rental car app, and the total cost including full insurance was supposed to be around 640 AUD, but they actually charged me over 2100 AUD. It felt like robbery. I drove over 200 kilometers to get the extra charges refunded, but the customer service from the rental company insisted there was no mistake. It's ridiculous. Even after I got my money back, the rental company still claimed there was no error. The difference was massive and they didn't investigate or protect customer rights. Who would trust this rental company?

The service was great and I was quite satisfied.

Picked up the car in Brisbane. The parking garage is on the second floor behind the store. The staff gave some instructions, but we had to find it ourselves. Tried to take the elevator, but it didn't work. Found the car using the license plate and color on the pickup form. Returned the car in Sydney. There was no place to park in front of the store, so I parked in a narrow bike lane next to the parking spots with the emergency lights on. Let my son out to ask the staff with the reservation slip. They gave us an address on a piece of paper and told us to return the car there. Oh my, we didn't know the roads and there were so many one-way streets. The car was parked next to a bus stop at a traffic light. I got out and found a staff member who drew a simple map to show me the way. I was so worried about getting a ticket. After several turns, we finally found a place like a repair shop in an alley. Gave the keys to the young Asian guy there, only to realize I forgot to refuel. He was still very friendly and showed me on the map where to refuel and how to get back. Thanks to him! While refueling, in the rush, I followed the straight-going cars at a green light for straight turns instead of waiting for the green right-turn light; had to wait outside during the red light and only turned right when the right-turn light was on. Not sure if I got a ticket. The return process went smoothly afterwards. We finally returned the car successfully. I don't know what else to say. The return location was different from the one on the order; we should have been informed in time.

Very smooth and seamless. Kudos!