We arrived at the airport in the morning and were driven to the car rental company, which took about ten minutes, making it fairly convenient. At the pick-up, the company did not explain the types of insurance. The basic insurance from the rental package covers almost nothing. When we returned the car, the customer service insisted on us providing photos of most of the vehicle's wear and tear... In other words, if you didn't take pictures or they weren’t clear, the company assumes you caused the damage. Although we took photos of some scratches, we missed one, and had to pay 3000 AUD!!! They used a magnifying glass to find the scratches, saying this fee is to activate the insurance. I think this fee is enough to change vehicle parts. Maybe they rely on this to make money? They claimed there are no other Chinese-speaking car rental companies in Australia... I suggest you choose carefully. Typically, basic rental costs from Avis or Budget are not so nitpicky. Even if you buy insurance, take photos of the entire car inside and out, or you never know what trouble you might encounter.

After confirming the time of arrival and contacting the agent for picking us up, it took them almost another 30minutes to get to us. After arriving at their offices, we were informed that the vehicle (Toyota Kluger 7-Seater) which we have booked is not available but they will give us an upgrade from a seven seater to a five seater - we are/were six people! After almost an hour, they gave us another vehicle (Toyota Terraco) with much less space for our family and luggage. The vehicle was dirty as well and not filled up with fuel. We didn't have a choice and had to take this vehicle as we were already late for a function. On our return we were informed that the back bumper was scratched - probably trolley damage. We had to pay a $1000 for the damages. We also filled up the vehicle with fuel and used it only for two days and not three days as paid for - due to all the delays and time wasting, the rental days were only 2 days.

Back door business ridiculous hidden fees and did not feel safe.

Ezu were excellent!

Try to minimise time taken with paperwork when picking car up