| Nov 14, 2012
There are many campervan rental companies in New Zealand offering a wide variety of campervans and motorhomes for hire, from budget backpacker converted station wagon-type vehicles to luxurious suites-on-wheels with all the bells and whistles. As you might expect, the service offered by different campervan rental companies varies a great deal too. You basically get what you pay for. If you’re renting a budget campervan, you can expect the company’s customer service to be quite basic.
Here are our thoughts on the minimum level of service that you should expect from every New Zealand campervan rental company.
What you should be looking for in a New Zealand campervan rental company
Fairness. Regardless of whether you’re renting a campervan at the high or low end of the price range, you should be treated fairly.
A reasonable deposit. Expect to pay a reasonable deposit (no more than 20%) and the balance 35 days before pick up. Be aware that some web agents will charge in full at the time of booking if you select to pay in your own (not NZ) currency).
No unauthorised credit card charges. You should not receive any charges on your credit card that you didn't authorise and weren't informed of.
No unnecessary fees. Charging administration fees on procedures that require little or no staff input is a "rip off". For example, one company we know of recently charged a $40 ‘admin fee’ to process a $30 speeding ticket. More than the fine! All a campervan rental operator is required to do under NZ law when they get a speeding ticket for a hirer is to scan it and email it to you. You can then go online and pay it directly to NZ Police. If you fail to do that, then there's a little more involved for the operator so it's not unreasonable to charge a fee at this point. However, if you pay it as soon as you receive it, you should not also be charged an admin fee. Be warned. Check the small print and go elsewhere if a company charges admin fees like this.
Transparency. All the information you need about the campervan you are renting including a full production description and terms and conditions. The condition and age of the campervan shold be stated clearly.
Responsiveness. A prompt response to your enquiry (within 24 hours is preferable) with helpful , easy-to-understand information.
A show-through. Every campervan rental company should provide a complete demonstration (called ‘a show-through’ in the industry) of your vehicle when you pick it up, so you understand how everything works.
Support and service. Campervans are vehicles, so of course they have a lot of parts. Sometimes, just like a car, a rental campervan might have mechanical problems or even break down on the road. A vehicle that has not been well maintained or regularly serviced is much more likely to have these issues. Breakdowns and problems happen even with the best campervan companies. We recommend you choose a campervan rental company which offers prompt support and genuinely helpful service to ensure you’re able to get back on the road in no time and continue enjoying your New Zealand campervan rental holiday.
The best way to find a good NZ campervan rental company
The best way to find out about a company’s customer service is to read customer reviews. Rankers is New Zealand’s independent travel review website. If you’re considering renting a campervan in New Zealand, make sure you check out the company you’re considering on Rankers.