South Island Trip

The staff were very responsible and even took us for a drive, explaining the rules and parking tips.

The car pick-up explanation in Christchurch was very detailed, but they didn't mention that you can't return the car earlier than the contract time. In Queenstown, returning the car early means only one person checks the car and assists guests, causing long wait times.

Picked up at the airport and taken to the store. They said there was a free upgrade, but then there were so many steps to go through: watching videos, taking tests, even a test drive. When I finally got the car, it was a very old Highlander, with maintenance records showing it was at least from 2010 and nearly 170,000 km on the odometer. I had booked a 2016-2018 RAV4. How is this considered an upgrade? The store staff were Chinese, the woman was around 30 and very argumentative, saying the rental order received only indicated an SUV, not the car's age. She told me to either take the car or cancel. She also said that if the car couldn't be driven due to personal reasons, the rental company wouldn't provide a replacement and wouldn't refund the rent. I pointed out that this was unfair, especially since I had full insurance. If I had an accident right after driving out, would those days be wasted? She was very unhappy and said we wouldn't rent to you if you couldn't accept this. I've driven over 200,000 to 300,000 km, have experience with right-hand drive, and never had an accident, but this is a principle issue. I have never encountered such unreasonable behavior. Potential customers, be aware and prepared. PS, another young girl at the store had a better attitude. I left something in the car when returning it, and she kindly brought it to the airport for me, which I really appreciated.

The instructions for contacting for picking up are frustratingly unclear and unhelpful and could be updated to say, go to the end of the international terminal, out the door, and wait for a van with the logo xxxx. There was no phone to call for clarity. I then missed the first shuttle.

Car was certainly used; many dents, scrathes, and star chip on the windscreen. Stereo speakers were lousy. There was a very loud rattle from the forward end of the vehichle. All noted at end of trip and they said they would report them to mechanic. Car ran fine and did the job comfortably.