The car pick-up and drop-off process was extremely quick with no hidden charges. We extended our rental by one day and added an extra driver at the counter, and it cost only 140 AUD, including insurance and rental fees. We thought we might have to buy additional insurance at the counter, but the staff explained it was unnecessary because our rental already included insurance with no deductible. They also said we didn't need to wash the car unless it was very dirty.

Friendly communication. Reasonable waiting time.

When we arrived at the airport car rental station, we were told that the car would be picked up at Terminal 1, but it was temporarily changed to Terminal 2. We dragged our large suitcase to Terminal 2 only to find that if we wanted to buy full insurance here, we would have to pay an additional tax of nearly 300 RMB. The service staff seemed to be from India or Sri Lanka, intentionally speaking English with a very heavy accent, making it nearly impossible to understand. Luckily, there was a girl who spoke Chinese to help us out; she worked there as well. She told us that the Hertz staff member was doing this on purpose, and they usually don't speak this way. It was really infuriating. When returning the car, we handed over the key, and the staff immediately said it was OK. We felt that someone should check the car condition, but no one did. Concerned that any scratches could be blamed on us later, we went back to the parking lot to take pictures of the car. Now that it's been more than two months since we returned the car, and we haven't received any fines or charges, it seems everything is fine.

The queue time at the airport counter was too long when picking up the car. They tried to upsell a rescue service (we had already purchased full insurance at the time of booking and were unsure if it included rescue). Then we used self-service to pick up the car. Returning the car was at the T3 terminal in Perth. We drove around a bit before finding it. The staff was very good. Because we bought the rescue service, we needed to pay in cash, so they personally drove us to the airport counter. The service from the young man was excellent.

The Hertz customer service was excellent and gave me a choice of vehicles which was perfect for us travel

All worked perfectly