Yes , they upgraded to an SUV.

You tried your very best.

Very good

My English isn't very good, but the counter staff were quite patient.

The service wasn't particularly good or bad. However, the wait time was very long because there were a lot of people renting cars. Despite having over ten counters open, I still waited for about 45 minutes.

The man behind the counter was rude on pick up of vehicle and even ruder on return. He questioned the cleanliness of the vehicle on return despite it being unclean on pick up. He had no people skills and his non-verbal communication was negative. If hes not happy in the job then perhaps it's not for him or he should seek supervision from his manager.