Frequently asked questions
Below is a list of frequently asked questions from our customers. You can jump to a particular topic with the following links:
1. Making a Booking
3. Payment Options
5. Vehicle Logistics
1. Making a Booking
What information will I need to book a vehicle?
- which vehicle you would like
- main driver details; full name, DOB, home address, drivers licence number, expiry date and issuing authority
- mobile phone number
- date and time of pick up and drop off
- if you are being collected at the airport – your flight number for arrival and departure.
How do I check Queenstown Rental Cars hire rates without making a reservation?
Simply – fill in the online quote form and we will reply promptly with options and prices. The fleet list on the website gives an indication of pricing. This may vary depending on the length of hire and the time of the year.
Is a deposit required at the time of reservation?
Queenstown Rental Cars does not charge a deposit at the time of reservation, except for bookings over $1000. For advance bookings over $1000 a 10% non refundable deposit may apply.
What happens if I want to cancel my booking?
Queenstown Rental Cars reserves the right to charge a cancellation fee for the following conditions:
- No cancellation fee applies for cancellations made more than three days prior to the scheduled start of the rental.
- A 20% cancellation fee applies for cancellations made within three days (72 hours) of the scheduled start of the rental.
- A 50% cancellation fee applies for a “no show” where we are not informed of a cancellation prior to the scheduled start of hire.
- NO CANCELLATION FEE if cancellation due to COVID lockdown in NZ.
- All International/Aust cancellations due to COVID lockdown within 72hrs of hire will incur a 10% cancellation fee.
How old do you have to be to hire a vehicle from Queenstown Rental Cars?
The minimum age for hiring with Queenstown Rental Cars NZ is 21 years old. However, you have to have held a full drivers licence for more than 6mths.
To hire our Hiace vans or minibus the driver must be over 25 years old.
Can anyone other than myself drive the vehicle?
Yes, , up to 4 drivers per vehicle. All drivers details must be entered on the hire contract form and licences must be “sighted” by Queenstown Rental Cars.
What driver licence requirements are needed to hire a Queenstown Rental Cars vehicle?
To hire a vehicle you MUST have a valid full driver licence written in English, if the license is not in English an approved translation is required. You must carry your valid license with you at all times when driving in New Zealand.
If you have an International Driving Permit you must also carry your current and valid driver license.
If your overseas driver licence is not in English, you must carry an accurate English translation.
What do I need to bring with me when I hire a vehicle from Queenstown Rental Cars?
You need to bring your current driver licence (and English translation if applicable) and a valid credit card (Visa, Mastercard, Union Pay- not AMEX). A credit card number is held for security purposes. Hire payment can be made by cash, card (credit or debit) or online banking prior to arrival.
Can I modify, or cancel an upcoming reservation?
To modify or cancel an upcoming reservation, please contact us by email firstname.lastname@example.org
Can I get a refund if I return my vehicle early?
In most circumstances no refund will be given for returning a vehicle earlier than the booked return date.
What do the prices on your website include ?
The indicative daily rates on our website are inclusive of unlimited kms, standard insurance, GST and airport pick-up if the booking is 3 days or more.
What is considered “one day” in relation to the fee structure?
A “one day hire fee” for a multi day booking is up to 24 hours. A half day may be charged for up to an additional 4 hours. More than 4 hours is charged at a full day rate.
Do you have a minimum hire fee?
We have a minimum hire fee of $100, so even if you hire is only 1 day the fee will be $100 to cover logistics and valet costs.
Why do rates differ?
For a particular vehicle the rate may differ depending on seasonal demand, availability and length of hire. For example over the Christmas /New Year holiday period prices are at a premium. SUV/4WDs are a premium rate in the ski season.
Is there a fee to be met at the airport?
An Airport Collection fee of $25 is charged for bookings less than 3 days. We are charged by the airport authority to collect clients.
If your pick up or return is “out of hours” you may be charged an after hours airport fee.
Does Queenstown Rental Cars charge a card transaction fee on car rentals?
No, we do not charge credit card transaction fees when payment is made by credit card at the time of collection of the vehicle. However if online invoice payment is made with a credit card a fee will apply.
Does Queenstown Rental Cars require a bond?
We do not charge any bond for the vehicle. At collection of the vehicle we request credit card details which are held as security for the duration of the hire in the unlikely event of damages not covered by insurance.
Is there an additional charge for more than one driver?
No. There is no additional charge for having extra drivers on the rental contract.
IMPORTANT NOTE: Insurance cover is only valid for drivers named on the contract. All drivers will need to present their driver licence and any required translation documents at the time of hire.
Are there any additional charges for returning a car late?
Please contact us if you are running late on the day of return or want to extend your booking. Often we can accommodate your request at the same hire rate of your booking. If the vehicle is returned late without prior approval we reserve the right to charge a late fee.
3. Payment Options
What Credit Cards does Queenstown Rental Cars accept?
Queenstown Rental Cars accepts Visa, Mastercard and Union Pay credit cards. We do NOT
accept AMEX. We also accept bank issued Visa or Mastercard Debit cards in place of a credit card, but request a credit card number for security purposes.
Can I pay using cash?
Yes, you can pay using cash at the start of the hire. However, all rental agreements must be secured by a Credit Card or for business clients, have an credit application form accepted.
When will I be charged for my hire?
Payment is expected prior to or at the time of collection of the vehicle. If your booking is well in advance you will be sent a reminder invoice 72hours prior to your arrival.
Repeat business customers are able to set up an account and will receive an invoice.
What happens if I get a speeding ticket, parking ticket, or forget to pay a toll road charge?
If you receive an infringement notice while the vehicle is on hire it is legally the responsibility of the hirer to pay the fine. It is best if the fine is paid at the time of ticketing.
In the event that Queenstown Rental Cars receives an infringement notice for a speeding, parking, or other traffic infringements relating to the period the vehicle was on hire, we process a statutory declaration stating that the vehicle was on hire and provide name, address, and driver license details of the hirer. The authority who issues the infringement notice will then forward the infringement notice to the hirer requesting payment. Queenstown Rental Cars may charge the hirer a $25 administration fee for the time taken to process the statutory declaration and transfer of liability notice.
What motor vehicle insurance do I receive with Queenstown Rental Cars?
All Queenstown Rental Cars vehicles are covered by standard full motor vehicle insurance. The daily rate quoted includes full insurance, with an excess of $2000 for drivers over 25 years. This means that in the event of an accident or damages the maximum amount that the hirer is liable for is $2,000.
IMPORTANT NOTE: Operating the vehicle outside of the law invalidates any insurance coverage.
ALSO NOTE: if you have travel insurance you may already be covered for the rental car hire excess.
What is the insurance excess with your standard rate?
- For a driver over 25 and the excess is $2000 for each and every claim
- An additional $500 excess applies if the driver is between 21 and 25 years
- An additional $1000 excess applies if the driver has held a license for less than 6 months
NOTE: that if you have travel insurance you may already be covered for the rental car hire excess.
Can I reduce the excess?
Queenstown Rental Cars may offer a reduction in your excess liability to $500 for an additional daily fee. This is not available for hires less than 3 days duration or drivers under 25 years old.
Can I reduce the insurance excess to zero?
Queenstown Rental Cars does not offer a zero excess insurance option. Experience has shown that drivers take more care and responsibility if they have some liability.
Am I insured for windscreen and tyre repair?
In general, windscreens and tyre repair are not covered by insurance
5. Vehicle logistics
If I am arriving at Queenstown airport how do I collect my vehicle?
We have your flight details so we aim to be waiting for you. Our driver will collect you from the commercial pick up area right outside the airport terminal. We collect you in our shuttle Hiace minibus or the vehicle you have hired and take you to depot 5 mins away at 1 Sutherland Lane, Frankton.
When do I sign the hire contract?
At the time of vehicle collection we review the hire contract with you, validate your drivers licence and then once you have signed the contract you can drive away in your Queenstown Car Rental.
If I am already in Queenstown, can you deliver the vehicle to our accommodation?
We may be able to deliver your vehicle to your accommodation in central Queenstown Centre – delivery fee is $25 and is dependent on other bookings. You will need to be present at the time of delivery for the paper work.
If I am a Queenstown local resident / business where can I collect my vehicle from you?
Collection is from our Frankton office, 1 Sutherland Lane, (224 Glenda Drive) or alternative by prior arrangement.
Can I pick-up or return a vehicle car outside normal business hours?
Yes. Queenstown Rental Cars and Minibuses can arrange for after-hours pick-up and return outside normal hours There may be an after hours fee added.
Do I need to clean the vehicle before it is returned?
In general there is no need to clean the vehicle before it is returned. We valet all vehicles inside and out for each hire. However, if there is damage to the upholstery or carpet, or the interior soiled you may be charged a cleaning fee.
Can I smoke in a Queenstown Rental Cars rental vehicle?
No. Smoking is not permitted in Queenstown Rental Cars/SUV’s/Minibuses/Vans. If the vehicle is returned smelling of cigarette / cigar smoke you may be caharged a cleaning/deodorising fee.
Does Queenstown Rental Cars offer one-way rentals?
In general we do not offer one way hires as we do not have branches in other locations.
What happens if I return my vehicle early?
If you return you vehicle earlier than expected then no refund applies.
Do I return the vehicle full of fuel?
We request the rental vehicle be returned with a full tank of fuel.
If you are unable to return the tank full, please inform us at drop off. We will refuel the vehicle and on charge you the cost of the fuel. We reserve the right to charge a refueling fee of $25 in addition to the cost to fill the tank.
What should I do if the car has a breakdown?
Please contact us on 0800 16 17 16
For all Non-Mechanical breakdowns you are liable. Non-mechanical breakdowns include the following:
- Running out of fuel.
- Refilling the vehicle with the incorrect fuel (eg. using diesel instead of petrol).
- Damage to wheels and/or tyres, including puncture or blown out tyres.
- Losing the keys or locking them inside the vehicle.
- Having a flat battery due to the ignition or lights being left on.
- A breakdown as a result of damage caused in an accident, including salvage.
What do I do if I have an accident?
In the unfortunate event of an accident, please do the following:
- Notify us as soon as possible – phone 0800 16 17 16
- Notify the police if the accident involves injury.
- If possible, prepare a written statement of the facts signed by all parties and obtain a copy of police report.
- Do not make any admission of liability, as this may prejudice your insurance coverage.
- Record full details of all parties and vehicles involved in the accident (drivers name, address, telephone number, mobile phone number, email address, vehicle registration number, vehicle make/model/year, insurance company, and apparent damage).
- You will need to allow at least 30 minutes to complete a full accident report form when you return the vehicle.
What “extras” does Queenstown Rental Cars offer?
- Child car seats $25 per hire/ boosters are $20 per hire.
Under New Zealand law, all children aged under 7 years must be in a car seat that is appropriate for their age and size.
- Luggage Trailers are available from $25 per day.
- Bike Trailers are available from $35 per day – depending on the length of hire
- Bike Racks are available for $35 per hire.
- GPS Navigation systems are available for $25 total per hire.
- Ski racks are available from $30 per hire.
- Ski boxes are available from $85 per hire.
- Snow Chains: For safety reasons, we provide FREE snow chains with all our winter bookings.
Does Queenstown Rental Cars hire child safety seats?
Yes, you can request your child safety seat or booster seat when booking. However, please let us know the age the child so we can provide the most appropriate seat.
Can I use a trailer hitch or tow bar with my Queenstown Rental Cars rental?
All our vans/minibuses have tow bars and some of our larger cars/SUVs. Please let us know if you are requiring a vehicle for towing or to attach a bike rack
How does Queenstown Rental Cars protect my information?
We will never disclose, rent, or sell your personal information. Unfortunately we cannot guarantee or warrant the security of any information you transmit to us via email or customer response forms. We request that you do not send us your credit card information via email. Please contact us by phone if you need to provide your credit card details.
How does Queenstown Rental Cars use the information it collects?
Any information collected is used by Queenstown Rental Cars for operational running of the rental service, financial reporting and marketing.
Does Queenstown Rental Cars disclose personal information to any third-parties?
Above all ,Queenstown Rental Cars will not disclose any of your personally identifiable information except when we have your permission.