The vehicle was excellent

Overall, it's alright. However, the website indicated that GPS was free with a deposit, but at the counter, it was $25 per day. Eventually, we upgraded to an Audi Q5 with built-in navigation for $36 per day. Other than that, everything was fine as it's a big rental company. The rental and return process was smooth.

Terrible experience!!! Just awful!!! We booked a mid-size SUV, and HERTZ's list included four models: RAV4, OUTLANDER, X-TRAIL, and a Renault model, but we ended up with a very poor HYUNDAI TUCSON. It has weak power!! It struggled to climb hills in Melbourne and had turtle-like acceleration when loaded!! The key issue is that this car wasn't even listed in HERTZ's promotional brochure! False advertising!!!! Even worse, when returning the car at the airport, we had already refueled it fully, but the inspector (of Indian descent) claimed the tank was not full and said that refueling only counts if done within 15KM of the return location, allegedly according to their contract. This is pure extortion! We argued with this person, but he was very stubborn and forcefully charged us additional fees (refueling service fee + postage) and was very rude! We ended up speaking multiple times with the HERTZ office manager, who finally waived these charges!!! This fee was outright extortion!!! It wasted our time and energy, making us almost miss our flight!!! We will never use this damn company again!!!

The staff were friendly and approachable, and helped us eagerly with our questions.

Picking up and returning the car at Melbourne airport was very smooth. The staff at the pick-up were very friendly and provided detailed and professional explanations of various scenarios. Their service was attentive, thoughtful, and very considerate.