Star RV Motorhome Hire - Brisbane Reviews 10

We booked the Polaris 2 through Ratpack Travel, to drive from Brisbane to Cairns. We had to wait around a hour for the camper to be sorted on pick up despite booking a pick up time. The camper van was fairly clean and in a good condition, modern and exactly how it was advertised. Unfortunately we didn’t check our electric cable before we left and when we got to our first powered campsite it was partially melted. It was resolved by a phone call to the emergency number who stated we’d be reimbursed for buying a new cable, which we were. Just make sure you check the state of the camper before you leave the pick up location, check the cables and watch the help videos that they have. Overall we had a great experience.

Do not book with this company!
From the outset we were let down by the company.
3 hour wait to pick up at arranged time.
Van not full of fuel
No hot water
Broken cupboard door
Warning lights on dash
Broken glassware, missing crockery
Kettle not working
No attachment on hose
Emails to the company were not responded to for several days by which time my partner had fixed the hot water, we purchased missing items . They literally did not care, very disappointing.
If you do book with them check everything is working before you leave the depot. Not a professional service and would be we use them again.

We are currently renting with star. We had a problem with our first camper on the first day of water liquid leaking and filling the cabin with compartments with water. After a week they replaced the camper, BIGGEST safety issue with second camper. Each night sleeping in the back bed with our new born, the bed got unusually warm every night and electrical was malfunctioning! We called and they told us to go to a shop, we did but they didnt have batteries for the camper they tols us to go next door to the battery shop, turns out the two 12v batteries were swollen, melting and leaking toxic fluids under the bed! The battery company normally never replaces batteries in camper but called in their management as they didnt feel safe lettung us get in the camper knowing that a fire or explosion can happen anytime and they didnt want to be liable to letting us leave knowing that could happen so their direct store manager came to fix. The two batteries were melted together and the wires melted into the battery. There were two large holes on the bottom of the battery. They had to take sledgehammer and extremely large flathead to separate it to remove from the camper. We paid and replaced the batteries and the company battery world said there IS something wrong with the electrical system as the battery and camper were less than 2 years old so this shouldnt be happening. We got a call from star once we fixed it and they apologized and said upper management will call us as its needing to go higher. They promised compensation and reimbursement. That was over a week and half ago and our emails go unanswered and their on the road team and management has not responded. Kicker is, the back light is filled with water so the brake lights dont work properly and no shop can fix it as its custom so we have been driving an unsafe vehicle period! The ccamper isnt road worthy we got pulled over but luckily talked our way out of a ticket. We rented this polaris 6 camper for 3 weeks and its been a total nightmare!!!! What if this camper exploded or had a fire with my entie family in it?! They dont take safety as a priority!!! I have chain emails from them and photos. do not rent from them unless you have a DEATH WISH! I would think with the severity of the issue they would have called us back and offered a full refund and reimbursement for the necessary repair. The stress has me beyond angry and they will get an earful upon my return of the rental tomorrow in melbourne. Store manager from brisbane has been CC in all emails but hasnt responded this week! Its ridiculous!

After countless calls and emails, it's been a month since I've dropped of the campervan and I've never received my 7500 dollars bond back, worst company ever

Came for 10am pick up was interrupted by people surprise calling in on a staff member. Obviously run by back packers wandering around like they are on holidays, I interrupted the interruption to say i was in a hurry as I had an 11 oclock appointment.
I had been told by upbeat emails and marketing it would take only 5 mins to check in having done most of it online already despite online check in problems and a call to them on the weekend prior and told to just check in with docs in person (but it came good the day before check in). The girls then said they were short staffed and it would take another 2 hours. I had to cancel the 11 oclock appointment and they were good enough to reschedule their appointments so I could come at 1pm (change their 1pm to an 11 am) for us. The latest I could attend the appointment was 1:30pm... The rescheduled appointmen also had to be rescheduled and late cancellation fees were applied to me. The Vehicl was not ready until over 4 hours after the pick up time. Other hirers came happy and went away disappointed because the waiting area was full. Some people came after us and only waited a little while and drove off in a motorhome exactly like we ordered. When I asked I was told that they were first in the order of booking on the computer and therefore got priority. I pointed out at one point that only three families with children remained and some had been waiting the longest and if they wanted to be human about it they might prioritise children and old people. I was told that that would be unfair, because the computer set the order. I said they had just proven my point about it being inhuman. They then said that they are not a computer, and I said that I agreed with them that they were not a computer (standing there in flesh and blood telling me they are not a computer) further proving my point. They seem to have lost or never had the capacity to empathise or prioritise or negotiate or commiserate. They simply stared at computers and bumbled around like a herd of cats going in and out to see if motorhomes were cleaned. They really seemed impaired in some way with fatigue, hangovers or drugs. It was the Monday before the Melbourne cup and right after Halloween, so gods only know what they and their absent colleagues got up to on the weekend. Later I heard that the manager was off sick and no-one knew what to do. They were really painfully slow and nonchalant, with a care factor approaching Nil.
Why not have an assistant manager trained up and train up staff in what to do? Why not have a locker or lock up area to leave luggage and go away to appointments or lunch and come back to the poxy waiting room. We sat on hard logs at first because the other furniture was taken. It really was a shambles and left us with zero trust or appreciation for the company.
When I gently asked if there were any clean coffee cups at one point, i was rudely told by the staff member whose parents had come and interupted the other staff member serving me initially so they could have a surprise social visit with her, that she would get around to washing the 20 or so dirty cups when she had time. There was not one clean one or anywhere to wash it. I suppose I could have done that in the toilet but it did not occur to me... nor should it. We are not unreasonable or unsympathetic people. But these people had Sweet FA concern for anyone's comfort or prioritise.
Just really poor treatment. They seemed to think that saying the word, "sorry" flatly and glumly and making a small reimbursement was sufficient and all they had to do. The apology was insincere and lacked any sort of authenticity. Someone should make them read the five languages of apology.
Most of it was scripted BS that simply meant that they would be replaced by scripted bots one day. Like their complaints online service... Clearly a Bot. So annoying. The only thing humans can do that bots cannot is creative problem solve and show humanity and compassion. These companies seem to want to make people as lacking in initiative, creative problem solving, flexibility and compassion, deliberately so we customers with demand that a bot takes their job, because at least then we will know there is no feeling or concern or flexibility, and stop being so insensed by these cold, callous and nonchalant millenials who don't give a rats about Gen X, Boomers, Gen Jones, or for that matter... anyone but themselves and their partying. Maybe there was valium in their food.

The problems started from the outset with miscommunication of the airport pick-up location with two Star RV operatives communicating different pick up points. This caused some unnecessary delay (after a long flight), which was then compounded by the camper not being ready when we arrived. In spite of bothering to complete the pre-arrival check in online, I had to repeat the paperwork at the run-down Jucy/Star RV premises.

The staff we pleasant throughout. However, the camper was not properly prepared for us. The water wasn't filled (or barely partially filled – in spite of me having asked about it). I understand it's inefficient for the vans to travel with full water tanks, but having asked whether it was full I was told that "It should be" by the representative, this caused frustration later in the day when we needed it.

The worst part of the experience was the fact that the toilet cassette was not properly emptied before our rental. I know this because of the smell, and because what came out of it when I emptied it and cleaned it was NOT what we had used it for.

Overall, the van was okay, but basic.

**Disappointing Experience with RV Rental**

We were really looking forward to our motorhome adventure, but unfortunately, the RV we rented did not live up to our expectations. For the price we paid, we expected a much higher quality of vehicle.

The RV was advertised as sleeping six, which it technically does. However, the layout makes it impractical to have six people in the vehicle while driving. Our biggest complaint was the lack of adequate air conditioning. On hot days, the back of the RV became uncomfortably warm since the AC vents do not extend that far back. This made for a miserable driving experience.

The overall condition of the RV was also a letdown. The vehicle seemed worn down, with several issues preventing us from fully utilizing its features. For example, the awning was unusable because the hooks to secure it were too loose.

The interior had seen better days, with old and dirty curtains that detracted from the ambiance. We were also surprised to find that dishwashing liquid was not supplied, despite there being dishes provided. This was an oversight that added to our inconvenience.

In conclusion, we feel that the RV was overpriced for its condition and the issues we encountered. We hope Backpacker Australia will address these problems to provide better experiences for future renters. As it stands, we would not recommend this particular vehicle.

The front staff members were brilliant. They did their best to accommodate the customers and check-in speedy. However they had no help, from what I could tell, from management or others staff members throughout the whole process.
We waited 2 1/2 hours to check in and drive out the gate as the van apparently hadn't been washed or detailed yet and the laundry was still in the drier. In saying that, the camper was still filthy. They also forgot to put in the outside table and chairs which was included in the price.

Great service - the camper was nice and clean - we got a diskont because we waited little longer for our camper than expected

Great information about the vehicle and great after sales service. Happy friendly staff during and after the rental. Great support and backup service. Nothing was too hard for anyone.