Melbourne-Great Ocean Road-Twelve Apostles

They took a $200 deposit from me without mentioning when it would be refunded. My friend rented from the same company and wasn’t charged a deposit, so it felt unfair.

Did not prioritize users with reservations; waited in line for more than 30 minutes.

Mostly self-service

High efficiency.

Customer reception was a little dodgy. I was pressured to pay for an upgrade. The company didn't actually have the compact vehicle I had booked, but did not disclose this. I persevered with my booked smaller vehicle and the company rep had to admit that they could only supply a larger vehicle (for no extra cost). The vehicle also had some cosmetic damage that was not disclosed. I had to take my own photos to prove to Hertz that the vehicle had some damage that their own pre-rental inspection did not show.

Excellent service - will use it again!