Review Time
TERRIBLE DO NOT BOOK - wish I had the good sense to look here before booking. We had a Polaris 6 van and had to have THREE van substitutions over our 6 week trip due to various issues. The most concerning of which was a damning report from a mechanic stating the vehicle was unsafe to drive and posed a serious fire risk. The process to change vans was hideous and we spent over 5hrs on the phone to Star Rv throughout our trip plus another 8 trips to different mechanics to prove the various faults with the vans wasting time and resulting in changes to our planned itinerary. In addition to the unsafe wiring / fire hazard - one van was leaky so we were absolutely soaked on 2 nights when it rained, the fridge didn’t work in the other 2 so we had spoiled food, and we were unable to freedom camp as advertised as the vans didn’t charge whilst driving The compensation process and complaints process were appalling in my view these guys shouldn’t be allowed to operate. Honestly i was disgusted with the service and quality of vehicles - the worst £7000 I’ve ever spent and I wouldn’t wish this experience on my worst enemy.
We want to share our experience with this campervan rental service. While the local staff were friendly and accommodating, our overall experience was profoundly disappointing. Specifically, we are still waiting for a compensation payment that was confirmed in writing but has yet to be received. From the start, the first campervan had technical problems, including a constant service warning, overdue engine oil, and a stove plate that didn’t work. After about two weeks, a check engine warning appeared, and the vehicle lost power. Roadside assistance advised us against continuing to drive it. The rental service arranged a return flight for us, which, although covered, was a significant inconvenience since our trip was entirely interrupted, and we later had to drive the same route again with the replacement vehicle (around 800 km). As a result of these issues, we lost several travel days, had to throw away food and camping supplies, faced extra expenses, and could not complete large portions of our planned itinerary. We also spent countless hours trying to reach customer support. After returning to the city, we received a replacement campervan. Unfortunately, this second vehicle also had issues, as the electric step could not be retracted and needed to be removed by roadside assistance, further wasting our travel time. Communication with this service has been exceedingly poor. Phone contact required numerous attempts, and email correspondence has effectively ceased. Compensation was offered and accepted in writing, yet nearly two weeks later, no payment has been received, and there has been no response despite multiple follow-up emails and clear deadlines. Due to this lack of communication, we have now had to engage legal counsel. Based on our experience, we strongly recommend against booking with this service. When serious issues arise, communication falters, and confirmed resolutions are not honored. We will not rent from this service again.
We required urgent support from the Star RV team while we were on the road, but unfortunately, we were unable to get any meaningful assistance.The support representative we spoke with was rude and showed little willingness to help. He only raised an enquiry and stated that he could not confirm any ETA for a response, despite us clearly explaining that we were on the road and required immediate assistance.Additionally, the company we hired the van from was also unable to help solely because we were not at a physical location, which left us without any support at all during a critical situation.Due to the complete lack of timely assistance and poor customer service, this experience has been extremely disappointing. Based on this, we would not book with Star RV again and would not recommend their services to others.
We would like to share our experience with this campervan rental company.While the local staff in Perth were friendly and helpful, our overall experience with the rental was extremely disappointing. In particular, we are still waiting for a compensation payment that was confirmed in writing but has not been received to date.From the beginning, the first campervan already had technical issues, including a permanent service warning, overdue engine oil, and a non-functioning stove plate. After approximately two weeks, a check engine warning appeared and the vehicle lost power. Roadside assistance advised us not to continue driving.The rental company arranged a return flight to Perth. Although the flight itself was covered, this was still a major inconvenience, as our trip was completely interrupted and we later had to drive the same route again with the replacement vehicle (approximately 800 km).Due to these issues, we lost several travel days, had to discard food and camping supplies, incurred additional costs, and were unable to complete large parts of our planned route. We also spent many hours over several days trying to reach customer support.After returning to Perth, we received a replacement campervan. Unfortunately, this second vehicle also caused problems, as the electric step could no longer be retracted and had to be removed by roadside assistance, resulting in further loss of travel time.Communication with this company has been extremely poor. Phone contact required repeated attempts, and email communication has effectively stopped. Compensation was offered and accepted in writing, yet almost two weeks later, no payment has been received and no response has been provided, despite multiple follow-up emails and clear deadlines. Due to this lack of response, we have now had to involve legal counsel.Based on our experience, we strongly advise against booking with this company. If serious issues occur, communication becomes unreliable and confirmed resolutions are not followed through. We will not rent from this company again.
We’ve had the best time with our Polaris 6 RV! It was perfect for our family of 4 (two adults and two toddlers). The RV was super spacious. The bed in the back of the RV was easily converted from table to bed. The large fridge and separate freezer could store enough for a couple of days and the RV had enough storage space for all our belongings (our double stroller even fit in the back). The minor issues we encountered were rapidly fixed with great service! Super convenient that they allow you to change your linnen and towels if you pass one of their offices. It has been our second time taking a RV of StarRV on the road, and we will definitely continue to do so 🙌
The awning was missing a screw but when we arranged for a repair whilst the RV was parked on site, no one turned up! All subsequent emails were ignored. Not great when you’re dealing with 40 degrees of heat! No one was interested during or post our hire period. Definitely would NOT recommend
Worst travel experience ever.We received the motorhome around 7 hours late. At handover, we reported countless defects, none of which could be fixed by staff who were clearly not properly trained. For example: • Two lights were missing, clearly broken off; • No baby seat was provided, despite having paid for one; • No bed linen or towels were provided; • There was a crack in the front windscreen; • The gas bottle had been left fully open; • Three out of six chairs were damaged; • The table (required for the child seat) was unstable and could not be properly fixed in place; • One drawer (the one containing the rubbish bins) would not close properly; • The kettle was extremely worn and looked about ten years old.As a result, any form of compensation was flatly refused and we were simply brushed off. Customer service is abysmal.You are better off booking with cheaper providers – the service and vehicle condition may still be poor, but at least you won’t be paying NZD 500 per day.Cheers,Philip
Was interested to book Star RV. However i found that they deliberately increased the per day price to soften the BF discount. From before BF promo of 150$ to 185$ per day. Hence they are actually only giving 2$ discount.Thankfully i have the habit to screenshot for comparison. This action just nailed it for me, off to your competitor!
Horrendous experience from day one. Collected Polaris 4 in Christchurch depot. Staff member openly stated when numerous customers were checking in, that she didn’t know what to do and went looking for other staff who weren’t in a hurry to assist. Same staff member handed us keys to camper without a walkthrough or sufficient handover to ensure that camper was in full working order. Arrived in first campsite 3 hours away, only to find that the water pump was broken, locking mechanism on cabin door was broken, toilet cassette had not been emptied. Called customer service teams, assistance teams numerous times on day one/ day two only to be kept on hold for up to 30 mins each time before being transferred to another team. Ultimately no solution offered. Repairman eventually sent out to inspect the camper for the water pump,, and couldn’t find the water pump. Star RV offered no replacement vehicle but told us to book into hotel up to $80 a night. Stated they’d book an appointment with mechanic to completely take out water tank which would result in loss of days travelling. Star RV main concern was fixing issue for next customer and not assisting us. While driving on the main roads, the cabin door would intermittently decide to swing open. My passenger had to sit on the step and hold door closed until a safe spot to stop was found. Only solution was to use power cable tied to handle of door and wrapped around table. Star RV didn’t acknowledge serious health and safety matter.. BBQ on side of camper did not work either. All issues addressed with numerous emails/phone calls to different operators/customer service members who could not offer a solution, instead said they will make a follow up call tomorrow. Bed linens and curtains were filthy and full of dust.. Delivered the camper to Queenstown and outlined every issue. Staff member mentioned that Christchurch branch are notorious for not checking vehicles and sending them out to customers in unfit condition. Offered a 1/2 day compensation for our troubles which were declined. Provided with another email address to address compensation. Made numerous calls/ emails to feedback teams or management team. Star RV could not even reply to the emails and blatantly ignored calls by transferring to different team members. When queries were addressed, they offered a credit note to use with the company, as if o would use Star RV again.. Overall terrible experience and could not recommend the more of any vehicle. Paid for a premium service and did not receive one. Might as well rented a car and slept in the boot.. Customer service was non existent during hire period and weeks after.. If possible to give 0 star or negative feedback, I wouldn’t hesitate
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Star RV motorhomes are the perfect choice for those seeking a little something more. Whether travelling as a couple, a family, or as a group of friends, you can experience the feeling of freedom in our spacious and comfortable fleet of vehicles.
At Star RV we believe the best experience of life is one spent exploring, discovering and being close to nature. Our thoughtfully designed motorhomes make the most of space and are ideal for travelling around the country and creating special memories with friends and family.
Each vehicle offers superior comfort whether you’re sleeping, entertaining or travelling, and comfortably sleep from 2 up to 6 people. We have branches in both Australia and New Zealand where you can pick-up and drop-off vehicles. Your experience is front of mind for us, and our easy online check in, an expert support team who share your passion for travel, and a 24 hour roadside assistance service means you can relax and enjoy your adventure.See more
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