The attitude during car return was not good.

Mostly self-service

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.

Picked up the car in Melbourne city, not too many people. Service was pretty standard. No extra insurance was required. Car wasn't upgraded.

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.