The reserved car model was unavailable, and Europcar downgraded us to a different car. Communication with customer service was futile. We waited nearly two hours with hungry children. It's unclear if it was discrimination against Chinese people or just poor service from the rental company. The experience was extremely disappointing!

On the second day of the rental, the tire had an issue and the car couldn't be driven. Called over thirty times and no solution was provided. Ended up having to stay overnight in a nearby town. The next morning, made over ten more calls and ultimately had to drive the problematic car to a nearby repair shop to get an old tire replaced, then drove over a hundred kilometers to Melbourne to get a new one. Wasted an entire day, and I had three kids and my wife with me! Terrible service!

Renting and returning the car was quite convenient, with detailed return locations. It was a good car rental experience.

Because we were a group of five, considering the number of people and luggage, we rented a Toyota Kluger. The seats were spacious, and the trunk was large. When we arrived at the EUROPCAR near Melbourne airport, the staff told us that the previous renter had not returned the car yet and suggested we rent from Budget, claiming it would be $100 AUD cheaper. When we arrived at Budget, it was indeed $100 AUD cheaper in rental fee, but EUROPCAR included comprehensive insurance. Adding the same insurance coverage at Budget cost an additional $49 AUD per day, making the insurance from our previous contract not applicable there. After more than an hour of communication, we returned to EUROPCAR and explained the situation to the staff. The staff then communicated with Budget again and offered us an upgrade to full insurance for an additional $40 AUD, to which we agreed. However, when we finally picked up the vehicle, it was a Jeep, which was very narrow. Three women in the back seat felt cramped, and the trunk was small. With three 20-inch suitcases and two 24-inch suitcases, it was completely full. Backpacks and other items had to be placed under the seats, making the already cramped space even more crowded...

Counter staff were shocking communicators