Staff are nice and they are chinese people, but not Australian. But can be more professional!

It is a Chinese company, so communication was easy and their attitude was nice. The pick-up and drop-off were also timely. However, there were some dishonest practices regarding the insurance. 1. I didn’t buy insurance, and the staff said that any incident would cost me 4000 AUD. I asked again if this applied to small scratches as well, and he confirmed that 4000 AUD would be directly deducted, which scared me into buying full insurance there. (I believe compensation should be based on actual damage, up to a maximum of 4000 AUD). 2. They aggressively promoted their GPS service, suggesting that there is no mobile signal on the Great Ocean Road. However, I had signal throughout my drive and could have easily used Google Maps with offline maps. This kind of upselling was a bit off-putting. 3. When returning the car, the inspection was very meticulous. They compared every tiny scratch, even those smaller than a fingernail, with previous records. I recommend purchasing full insurance through a rental platform, as it is much cheaper than buying it from the store.

A small scratch could cost thousands or even tens of thousands in RMB for repairs.

All the staff we encountered had English as their second language. The driver that picked us up from the Airport was awful - barely spoke English and was not clear at all about where the pick up point was and then was a terrible driver, we were bounced around the bus and jolted so many times as he was tailgating and had to keep breaking suddenly. Then when we got to office the signage was terrible as to that you have to go upstairs. Vehicle had several scrapes and scratches but the worst was that the inside of the windscreen had been sprayed with something but not cleaned, i had to clean it in order to see properly. I will never use EZU again and would not recommend.

Nice and friendly staff. They pick up is at the airport in 10 minutes. I asked and got an upgrade car. Highly recommended.

Try to minimise time taken with paperwork when picking car up