Very satisfied

Very satisfied, the staff were warm and friendly.

Cairns airport is small, with 2-3 rental car service counters in close proximity. You can get the car just across the street, and we didn’t have to queue. The issue was an extra charge for taxes! Although we noticed it right away, the AVIS staff insisted on charging our card, otherwise we wouldn't get the car. Despite explaining that all taxes had been paid, they wouldn't budge. When asked which specific tax it was, they couldn't clarify. The worst part was that they deceived me by claiming it was a deposit to be refunded upon return, even though the charge on the card was clearly for the rental. However, the staff were polite throughout and tried to help for a long time. It seems foreign customer service is really unprofessional. We contacted the rental platform but they couldn't resolve it in a short time. To avoid delaying our trip, we had to pay, planning to deal with it after returning home.

Dropping off the car at 30 Pitt St in Sydney was stressful. It would have helped if there were photos provided showing exactly where the car should have been parked on return. I parked illegally initially to speak with Avis staff for advice before being directed to the proper drop off spot. Also, 30 Pitt St shows on Google Maps as a hotel. Again, a photo or map showing where the Avis is located in relation to the hotel would have helped.

we got free upgrade to luxury SUV which make us really grateful. the car condition is excellent.

the booking platform is great. the price offer is cheaper. the customer service is really helpful.