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There were no mechanical issues with the Van. However, the bathroom toilet’s seal must have been broken. We couldn’t open the door at all as the smell was HORRID. I had to buy room deodorizer spray to make it tolerable for 10 days of travel. The bed sheets were smelly and there was not enough blankets available for 5 people. We were given 3 to use, so we had to share. The kitchen cooking gear provided was terrible quality and impossible to cook with without sticking and burning our food. It was quite the adventure- we are just happy the scenery travelled was worth the stinky van we lived in for 10 days.

Waterlinks.

Great staff. Easy and fast pick up and return. Lovely premise. Coffee not bad.

I really enjoyed my 10 nights in the Apollo camper. It was warm and comfortable, despite it being winter. It’s a fantastic way to travel and see the best NZ has to offer! I’d definitely rent one again.

### Service Failures and Areas for Improvement

I would also like to highlight several areas where I believe Apollo/thl's roadside assistance service failed and should be improved:

* **Failure to provide assistance as promised:** We were repeatedly told that roadside assistance would arrive, but the promised assistance did not arrive within the stated timeframe, and on some occasions did not arrive at all.

* **Lack of proactive communication:** When assistance was delayed or could not be provided, we were not properly informed. We repeatedly had to contact the service centre ourselves to ask for updates.

* **Inadequate response to a progressively worsening vehicle fault:** Despite repeatedly reporting the loss of engine power and difficulty driving, an effective inspection and solution were not provided promptly.

* **Inappropriate support for customers in remote areas:** In Western Australia, where mobile reception is limited and distances are extremely long, simply asking customers to continue waiting without reliable assistance can create serious problems.

* **Failure to consider the customer's travel schedule:** We repeatedly explained that we had to reach Perth to catch an international flight, but no effective contingency plan was provided when roadside assistance failed to arrive.

* **No timely alternative transportation or replacement vehicle:** Once it became clear that the campervan could not reliably complete the journey, a replacement vehicle or alternative transportation should have been arranged much earlier.

* **Customer safety should take priority:** Customers should not be placed in a position where they feel they must continue driving a severely underpowered vehicle simply because promised assistance has not arrived.

I hope Apollo/thl will review these issues not only in relation to my compensation claim, but also as an opportunity to improve its roadside assistance procedures so that another family does not experience the same situation.

The 3 birth van we were in was fantastic, with everything we could possibly need! It was clean and tidy, the pick up and drop off process was smooth and simple! We had such an amazing time doing just over 1600km’s in 4 days with every second a memorable experience! Would highly recommend to anyone.

the footwells in the front of the van were too high leaving our feet dangling causing much discomfort on the lowest setting, we are 5'6 and 5'8 respectively. changing linen as an option in booking is impossible unless you stay in a location of mighty camper. the footwell in the ensuite when using the toilet was way too high for sitting position, not a comfortable experience. Getting into the camper is a high step up and in motion, no good for anyone with mobility issues at all. The bed was hard as a rock even with a pillow topper we bought, great for people who like hard beds, definitely not for others. The map software is completely out of date, so use your own apps and definitely buy a phone holder, we used the geeko brand which was great. The lock to the gas bbq dropped out while driving, so we had to have it repaired and reinstalled; we did locate the lock that dropped out completely, it was due to a steel washer being too big for the lock and basically rattled out. Make sure to remove the plug in the shower, its awkwardly located in the drain section which was hard to work out, hopefully they leave that out for you. Use of the toaster means unplugging the tv as there is not any other plug in the kitchen area to do so, an extra plug somewhere easily accessible would be a much better solution. The rest of the camper was faultless, but for anyone new to using one, travelling Australia in the heat, definitely have a power connection (powered site) or some sort of other power option (compatible power bank) to plug into to be able to use the aircon etc. The staff in Brisbane were absolutely lovely.

4th Motorhome hire from Apollo group of companies - was unaware the Mighty brand maybe the budget brand - disappointed in the cleanliness of the vehicle - a well worn Motorhome.

Motorhome was leaking during heavy rain. Not a good experience. Upon returning and complained, was told "you should've called the emergency number".

Good communication - service was great although we had a long waiting time by pickup

The campervan windrows (4 to 5 qty) are leaking under raining, needa drive back and take 2 hours for fixing........disappointeed.....
The microoven is not working.....staff not explain the use of AV setting.....

Good service, friendly staff and easy process. Happy with the experience.

Staff is friendly and knowledgeable. Able to explain everything about the campervan. Location of collection is acceptable.

Great experience!

Upon arriving to pick up the camper, there were lots of staff members standing around and it took over 20 minutes before one of them came to check us in.
Our camper was fine, although our friends who we were travelling with had a terrible camper - the tires needed consistent air put in them, their brakes squealed terribly, the drawers kept opening whilst travelling (although they had been locked) and there was no plug provided in the kitchen.

Tout c’est très bien passé avec le camping. Aucun soucis. Et les professionnels très à l’écoute.
Nous sommes très contents de nos 3 semaines de road trip

Overall we had a great experience renting our first campervan with this company. Although the service centre was very busy, the staff were efficient, patient, knowledgeable and friendly. We did have some problems getting through to them via phone, so recommend going into to the centre in person. We loved their exchange/pass- it - forward library where you can pick up grocery and other items previous campers no longer need. Great idea!

Cheaper product line and older vehicle as expected. Our experience at pick up and drop off was inline with the more budget offering.

Interactions with staff in Cairns were great - they were friendly and helpful. Definitely one of the better rental agencies I've experienced. The vehicle was about what we expected - a bit old and tired, but no problems with it.