Overall very happy with the cars and the experience of booking as well as pick up and drop off

The staff were friendly during pickup, and the process wasn't too complicated.

Good

The service was poor. When I went to pick up the car at Sydney Airport, a lady attended to me. Not only did she try to upsell insurance, but the procedure took so long that we couldn't get the car immediately. She said she needed to confirm something with the headquarters and asked us to wait. After a long wait, she was nowhere to be found. Her colleague told us she had already finished her shift! Thankfully, a male colleague helped us to finally get the car. It was not a pleasant experience. Other rental companies had already processed numerous cars by that time. Plus, the cost was higher than what was listed on the website, which was odd.

We up graded to a larger car than booked at an extra cost

No matter how careful you are, there's always some kind of fees to be charged and they never tell you this, e.g. premium location charge, which was never mentioned to me neither when I booked the vehicle nor when I met the counter staff to collect the car.