When we arrived at the Hertz store, we started the inspection according to the agreement's terms and found that the two rear seat belts were broken. We were afraid of violating Australian laws, so we didn't dare to drive the car. We requested a replacement, but they gave us a two-door Suzuki Swift, which could not fit our luggage. We asked if there were any other options, but they said no, unless we waited for dispatch, with an uncertain wait time. The whole process of inspecting the car, discussing replacement options, and waiting had already taken three hours. Upgrading the car became inevitable. They pointed to another car, a Toyota Crown (with only 10,000 kilometers), and we were ready to sign the contract, but then they said due to their mistake, they couldn't rent that car to us. They then pointed to another Crown, not in as good condition (with over 60,000 kilometers). We felt very uncomfortable. We asked about the Kia we'd originally rented, but initially, they adamantly refused. After an hour of back and forth, they finally gave us the Kia, and we paid an additional upgrade fee of over $1,300.