Tourism Holdings Bewertungen 33

**Disappointing Experience with THL – Apollo Euro Deluxe 6 Berth**

Our rental experience with THL’s **Apollo Euro Deluxe 6 Berth** motorhome was far from satisfactory due to multiple issues with the vehicle and poor customer service.

**Vehicle Condition:**
- The motorhome was in poor shape—rattling excessively, with doors opening spontaneously while driving.
- The water heater and interior heater were both non-functional.
- Stained and filthy cushions throughout, with no cushions provided for the middle bed.
- A broken chair and a rear bed that had been poorly repaired (using a wooden log as a replacement).
- All drawers opened while driving, making the journey unsafe and inconvenient.

**Lack of Proper Orientation & Service:**
- The pickup process was rushed—just a quick key handover and a signature request. No proper walkthrough or orientation.
- The staff member assisting us was new (on her second week of a working holiday), leaving us without adequate guidance.
- The provided instructional video was for a different model, making it useless for our rental.
- No explanation of basic functions (e.g., what runs on battery vs. gas), leading to confusion.
- The CO alarm started beeping unexpectedly, causing panic—we later realized it was due to luggage placement, but this could have been avoided with proper instructions.

**Other Issues:**
- The petrol tank was not full as promised—the gauge dropped significantly within the first 10 km.
- Road user charges were not accepted in cash upon return, contrary to expectations.

**Overall:**
The **Apollo Euro Deluxe 6 Berth** was poorly maintained, unclean, and unsafe in several aspects. Combined with the lack of proper customer service, I would **not** recommend THL and will not be renting from them again.

We booked a holiday to New Zealand last year, yet it took them 3 hours to get our Motorhome whilst the guy was friendly he kind of just pointed at things and explained what things did this was the Auckland place.
The shower rail was taped to the wall so it wasn't usable.
Our fridge went wrong so we were without a fridge for a few days also the roof fly screens were full of flys.
Several other things were not great the TV only worked if you used it as a dvd player or you plugged a USB into it.
The microwave height was dangerous whilst I appreciate they buy them fitted out I'm 5 ft 10 and I had to stand on a bucket to get food items out very dangerous.
Speaking to others at the hand in they also had issues one had to get a new battery fitted
Avoid this company

Rented a Maui Campervan. The pickup was slow and tedious. The campervan a Maui 6 berth River was a good vehicle, drove well, was well equipped but the make up beds were awfully uncomfortable and the sheets provided were low quality. I recommend taking a topper pad and your own sheets.
The main issue for me was the Amex credit card charge of 5.2% which was exorbitant. The chap on the counter explained it was the bank fee but I know the maximum amount charged would be 2.5% and potentially a lot lower.

THL charged me for a toll (plus an exorbitant admin fee) for travelling on a toll road when we had already paid the toll at the time of using the road. I was notified by email saying '... if you believe you have PRE-PAID the toll either by purchasing online or through the kiosk machine, please provide us with proof.'. I would have preferred they contact me before charging me to check if I have proof but guess not. Regardless, I supplied proof on the day I received the email (20 January 2025), followed up with emails and phone calls (leaving voicemails) on 30 January 2025, 5 February 2025 and finally on 11 February 2025 to no response. What are my options but to write a review and share my experience.

We arrived at the Christchurch office on the morning of January 7th to collect our motorhome for the trip. We were kept waiting for over FOUR hours before we left in our assigned vehicle. As we were only in NZ for 10 days, this delay had an impact on what we were able to do in that relatively small period of time. Surely this is an unacceptable business practice. Yes, they provided us with lunch and discounted our hire fee but you simply cannot put a price on time lost, especially for those of us in our twilight years. We are by nature very patient people and rarely complain, and we understand that sometimes things do not go to plan, but there needs to be a back up plan for unexpected occurrences.

To make matters worse, when we were eventually provided with the motorhome, the person who provided the induction for the vehicle neglected to tell us where the waste water was released. This information was also not included in the provided documentation or videos. As a consequence, we had two days of driving with an objectionable smell in the vehicle before having to attend the Queenstown office to have the problem resolved.

The one positive from this experience was the empathetic attitude of Christchurch employee Rebecca, who seemed to be doing her best to appease us but was let down by the negligent response from others in the organisation that day.

CONSISTENT VAN MALFUNCTION + HOSTILE STAFF. (13 Manu Tapu Auckland Airport Branch).

Had a deeply unsatisfactory experience with a motorhome rental from THL - Britz on January 3-6 2025. The incidents that transpired during our rental period not only disrupted our travel plans but also raised serious concerns about the safety and reliability of their vehicles, as well as the professionalism of their staff.

Our issues began immediately after picking up the vehicle. Upon entering the motorway where vehicles’ average speed are supposedly 100kph, the dashboard went haywire with multiple warning errors such as: engine failure, transmission warning light, and the vehicle entered low power mode, limiting speed to 50 kph. Aside from long wait for pick up, we had to wait another 2 hours for maintenance to fix the van. We were assured the vehicle was roadworthy, but over the next three days, the same issue recurred MULTIPLE times, leaving us stranded in remote areas and dependent on roadside assistance. Each intervention provided only temporary relief, as the underlying mechanical faults remained unresolved. This not only caused significant delays but also compelled us to cancel planned activities and reservation charges out of safety concerns.

Compounding our frustration was the treatment we received upon returning the motorhome on January 6. Of course the van broke down again on our way home and we had to wait for road assistance. We were worried we won't make it back on time to drop off deadline so we raised our concern again to THL assistance. Despite notifying THL roadside assistance team of our delayed arrival due to yet another breakdown (and with THL assistance assuring us that Auckland office was informed), we were met with hostility and unfounded accusations by an employee, Daisy, at the Auckland drop-off site. Without us evening getting off the van and with her meeting us for the first time, she storms at us shouting that we are late and will charge us delayed fees. Quoting some of her verbal harassments (shouting at us): “I don’t care if that’s what happened. Customer service is based in Australia and they are work from home. They don’t know what’s going on in this branch. You have 30 seconds to get your things and leave before the gate closes!" ---As if we are not paying customers who just experienced a series of van malfunctions and road safety issues. Her unprofessional and aggressive behavior was both distressing and unacceptable. Despite her other members defending us with documents of what we experienced, she was not apologetic at all and just adamant that we leave because "their employee shuttle is leaving already and she can't do anything for us anymore."

I hope this doesn't ever happen to anyone. SO DO NOT EVER BOOK HERE. WASTE OF MONEY AND UNPROFESSIONAL STAFF.

My family surprised me with a 70th birthday present, family holiday in three Maui Motorhomes exploring North Island of New Zealand from 28 September to 5 October 2024. While in Rotatura 30 September to 3 October it rained and upon waking on 3 October, the daughter found the Motorhome they were in had leaked through the side windows at the back of the Motorhome and everything was soaked particularly the bed. We rang Thl to report the issue, only to find we were talking to Thl Australia. We were told that they would consult either New Zealand office and get someone to ring us. After a couple of phone calls, I was told that we would be compensated $100 per night for the next two nights for accommodation as the van was inhabitable except to drive. I questioned this amount and was told that we would be able to find something in a caravan park for a $100, however unfortunately it was school holidays and nothing was available at the parks. The parks were exceptional and tried their best to help us find accommodation and also let us park the van within the park at no charge. On returning to Auckland we showed the Thl staff where the leakage had occurred and the mould which was behind the cushions obviously from previous leaks. The return process took a long time and we were also told there was no record of the approved $100 accommodation reimbursement on file. We provided copies of all our documentation and receipts. On returning to Australia, we asked our travel agent to follow up and also requested two days reimbursement of Motorhome hire. Finally in the last couple of weeks, Thl indicated they would pay us $200 to cover accommodation which is not even half of the actual cost. It is now two and a half months and we still have not received any money. First family holiday with all of us spoilt. Would never use this company again and certainly would not recommend to anyone.

We booked and paid for a mighty deuce 2 berth motorhome from Australia Apollo . When we got to Christchurch to pick it up they said we dont have any this is your van. It was a cheapa campa , the name says it all. They should have upgraded us not down graded our van. 1st night had issues with power cord not supplying electricity. Rang road assist but they dont answer. 2-3 days later check LPG bottle to make sure we can remove to refill at end of trip- only to find out it’s permanently ON and unable to loosen. So we remove the toilet cartridge but unable to as it’s stuck! We dont use this for a few more days for fear it will overload. Get to Queenstown office where staff told us can only be there my appt only . Stuck our heels in and said you need to review this van. One girl rolled her eyes!! They could not remove toilet cartridge in an orderly manner but resorted to yanking it out and breaking the wheels! The replaced it with a brand new cartridge. Now LPG they also couldn’t turn it off and had to get mechanic with spanner to loosen . When we mentioned the power we just felt move on
As the big issues are sorted. We continue over the west coast not able to have showers as hot water only when it felt like it! We ended up losing all power. On return THL staff very sympathetic asked for discount . Gave us $110 credit (half the diesel tax)… showed her the 3 phone calls we had made the email they sent us in relation to us not answering the phone call
Back from them . It was 22 hours later and we were now in Milford sound on a boat. The office had no documentation of our concerned phone calls the previous week. We will never use this company again , as we got downgraded from mighty to cheapa campa then there is no support when needed. Luckily the vehicle was mechanically good. The mattress was terrible. There were other issues but I think you get the point - terrible experience terrible company

We rented a Cheapa Campa motor home through THL in Christchurch in September 2024. We were advised to check in online 2 weeks prior to pick up to streamline and speed up the pick up process. When we arrived, we waited 90 minutes of our holiday time to take possession of the vehicle. We were charged an additional fee for a fold up table and two chairs and a small fan heater, totaling $88.00 which we felt was disgusting considering the fact we had paid $3,387.00 for 15 days hire, we felt they should have been included in the price, very petty.
The Motor Home was not what we ordered, the vehicle ordered was supposed to have an en-suite (separate shower and toilet). The gauges for the grey water and fresh water were not working and we were told we would have to check levels daily. It is reasonable to expect where gauges are supplied and fitted, that they work as intended. We were told by a THL Staff Member that we would have to check it daily and I asked, and how do we do that? We ran out of water on two occasions and the grey water over flowed on one occasion due to the fact that there was no way of checking the levels.
We had lighting that wasn't working. We had a van exterior panel that was loose and flapping in the wind, which we had to secure with cable ties. The Motor Home had a T.V. and exterior antenna but the T.V. had no tuner. We did not have a spare wheel and was told that a spare wheel is not provided due to safety concerns. The fridge had shelving missing and the freezer compartment was very small, you couldn't fit a box of icy poles in it. The water pump was so loud, we were embarrassed to use it after 8pm. The cargo net provided above the driver cabin to secure luggage, was faulty and could not be used. The bucket for cleaning had multiple holes in it. The condition of the exterior was very poor. The brakes felt like metal on metal. We had no method provided to level the vehicle and at times, we had water at one end of the kitchen sink. Two wedge shaped pieces of wood is not much to expect.
We freedom camped (off grid) one night and the house battery failed, leaving us without lights.
We believe that if a thorough pre trip check was conducted by THL (Cheapa Campa) some of these faults should and would have been identified before the vehicle was released for pick up.
We expected better than this for a company of this size Cheapa Campa THL.

NEVER AGAIN

The waiting time of several hours has been mentioned already… this wasn‘t the worst for us…

We were unlucky and had a road stone. We have our private insurance for breakage of glass. All our insurance needs is
- pick up and return protocol
- copy of signed rental agreement

I have asked a copy of this documents when we returned the campervan and I was assured they will be sent to me by mail. They haven‘t been sent… so I asked several times by mail. And again they haven‘t been sent till today…

I am not getting several hundreds of dollars from my insurance because this company is not able to send the basic documents for our rental agreement… don‘t want to mention that this would be the minium legally required for the rental and we paid several thousands dollars for the camper!

This company is an elaborate scam on tourists desire for new zealands camping experience. They charge horrendous rates for old and unsafe equipment. Their cars are falling g apart but they don't care. When you call their helpline you wait 1h in the queue and they make no attempt to fix their problems. We had a camper where the fridge and the stove didn't work. All food was rotten after a day. Nobody cared. You have to take then to court to get a fair reimbursement but your holidays will stil be wasted.

We had to wait 4 House for our campervan. We booked the campervan 6 months in advance, so I am sure they knew we were coming.
Be sure to bring Food and water because there is nothing here.

Use this company at your peril, thier website is poor, when attempting to pay I received an error message, however they took my money and are refusing to repay me, seem I can't get my bank or Visa to take action, my advice is to use someone else. Be warned...