HW

Dec 13, 2023

Don't use Go Rentals if arriving around 5pm

UPDATE to their reply: The one email I received after the office weren't able to reach me on the phone (as I was flying) did not say anyone would be waiting for me after hours. I was mislead by that email. It said the Office Hours closed at 5pm and I had to confirm asap if I was going to be collecting the vehicle. Which I couldn't do whilst in transit. So upon arrival at 5pm, not knowing where the office was, unable to call them back due to the automated out of office message, I find an email which led me to believe the Office was closed and I didn't have a vehicle to pick up. More to the point - when I booked online, there was no indication in the booking process that 5pm was after hours or that there would an issue getting the car at that time. So this needs updating/clarifying. If someone is booking a car pickup at 5pm and the office closes then the booking system should automatically notify the customer & advise what the after hours pick up procedure is. Furthermore, their process for what information is given via email in the event of not being able to reach the customer via the phone needs to be clarified. And options provided if the customer can't be reached to confirm if they have paid in advance, like I had. My 1 star review still stands. Original Review: Don't book a car anywhere until you arrive. The office isn't in the terminal, it's outside the terminal a short walk away. I couldn't find it when I arrived which was stressful. I booked online while in Australia before my flight back to NZ. I arrive in Queenstown and can't find a service desk. I check to see if their website mentions directions, but I don't see any clear directions. I try to phone their office but it went straight to an auto 'out of office hours' message. I then check my emails and find one that says they tried to phone me (while I was midflight) and that the office closes at 5pm which wasn't clear. I tried to phone them back, again out of office response. I wasn't aware that anyone would be still in the office waiting for me. I made other arrangements because I believed that I had no car available and meanwhile I missed calls from the office as my phone wasn't set properly after getting off the plane. They refused to refund me due to it being "under 24 hours notice" of cancellation and it was "my choice" not to take the vehicle" when I wasn't aware there would still be a vehicle for me to rent. It was a stressful, disappointing and expensive experience.