Okay. Disappointed I was charged for taking the car back three quarters full as all petrol closed

There was a long queue, likely due to a recent flight arrival, but the service was excellent. The staff were very attentive. We were upgraded to a large SUV for free, and the car had a particularly spacious interior.

Satisfied

They charged us without proper investigation. If we hadn't discovered the issue ourselves, we would have lost thousands. During the resolution process, the car rental company assisted, but they just blamed a staff error without even an apology. If I were in the USA, I would have definitely sued them.

I had prepaid the full amount and arrived at the store at around 12:30 am, only to be told there were no cars available in the reserved category. They insisted I pay an additional $100 per day to upgrade, or else I could only get a 12-seater van. Unacceptable! I tried contacting the rental company, but their phone line was always busy. Online customer service said the rental company needed to provide proof of no available cars, which the AVIS staff refused to issue. They kept trying to convince me to pay the $100 upgrade. After much argument and a dying phone battery, I left the counter to charge my phone at a nearby table. Only then did the staff call me back, saying they had a returned car available. It took an hour of wrangling to finally get the car at 1 am. Shame on AVIS!

Excellent service