Lovetrip - Auckland International Airport Information, Car Rental Instructions & Policies

though the office is a bit minimal the prices are great. As long as they don't go bust overnight, worth it.

Great value , car was big enough for 2 plus suitcases. No problems

deposit Money was withdrawn from creditcard and has not been returned to the credit card despite returning the car more than 2 days ago, informed about insurance on pick up, was not informed about the insurance arrangements despite taking full protection insurance, staff is not fluent in English and is hard to understand. accused me of returning the car with a minor scrap despite being very cautious. car was old and not full on collection, but it did read 'f' on pick up, but it seemed to surpass 'f' when I filled on returning the vehicle.

The vehicle had a lot of damage, I tried to mark it all down but unfortunately missed a chip in the windscreen. I then had to pay for this, $102.00 To anyone picking up a car make sure you go over it with a fine tooth comb. take pictures of everything! Also maybe bring a few cds as the Japanese only picks up one station.

Car was broken when it’s given to us on the first day and there was no other car can be replaced. The car was temporary fixed so we drove it home and found it still broken the next day which caused we are unable to use this car for the entire trip! Lovetrip doesn’t willing to provide full refund but only accept to refund first 2 days after several requests.

The worst car rental experience I have never had. Picked up car and noticed 4 damages on the car which are not noted on the report, although those damages are not major, they are still obvious to see. I took photos of the damages I can see. Unfortunately, I missed a tiny stain like dent in the windscreen, it was 7 o'clock at night when I picked the car up and the windscreen is somewhat dirty with water stain because of the rain. With normal eyesight, I wouldn't even see the dent. Surprisingly, when the owner checking the car on our return, within less than half minute, he walked around the car, didn't even mention the other obvious damages which I took photos already, but went straight to the dent and spotted it up accurately in HEAVY POURING RAIN!! I have to say he must have a kind of special power to see it through the heavy water, and wipe water off exactly the area where the dent is. Even after he told me the exist of the dent, it is no way for us to find it until he found a towel to dry the area up, and I have to lean as closer as I can to the windscreen (less then 10 cm) to tell if it's a stain or dust. I felt I was totally tricked for money. I have asked the owner to fix the dent and charge me with the receipt, this was to make sure he is not using this dent again to trick other innocent people. However he charged $102 right after we left, I still have not received receipt showing dent is fixed. If you are using this company, make sure you don't pick up car after 6 pm in dark, you have to spend time check extremely carefully, wipe the windscreen while you checking. Totally ridiculous dishonest people just wanting more money. I have been renting cars travelling all over the world in past 20 years, never had any issue. This is a lesson for me indeed! I have taken some photos of the dent, but can't even tell where the dent is when I come back and looked. (not obvious enough for camera to pick it up).

The contact number published on my booking documents did not work and the back up went to someone who was not at work. They gave me another number to ring which was ok. They were not clear on where to meet them at the airport which meant I walked around looking for the correct meeting place.

Pickup was only problem. Van does not have any logo ! This is a must!! Not everyone has access to a phone straight off the plane.

I need the license plate number for the car I picked up April 15 in order to pay a toll road charge. I didn't receive any paper work on the car when rented. Dave Thorne

Basically its a company that going to get insurance money... It's a cheating.. Trouble...

Totaly, its cheep and good. They pick us up from airport. When return, they take us to hostel near office, because our flight is eary morning. One thing, we could not use USB charger. Cigar socket is broken. We realized it on second day so we just call them and we talk about it and cost on the day we return. they said sorry. But no refound. They said they dont extra charge us anything on it. Ofcouse! Its not our falt. We need to ask every hostel everynight to borrow us the charger. Its uncomfortable very much. The last day, we expected that they offer some but they did not. So we rate two down. On The other way. We left a baby shoe under the sheet when we return. So we call them and ask to check it. They could find it kindly. We had no way to visit office, so we ask them to bring it to our hostel. On the answer, it seems difficult, but they manage it and bring it back to us. So rate is up.

The car was exa tly as described. Very clean also. Smooth pick up and drop off process. The only 2 things i didnt like is the charge for being 30min late on dropoff was half the amount we paid for the 10 days rental. Also they hold a charge on your credit card for the deposit which is reversed on dropoff however i am now having issues with the bank as to where that is. Ive always hated deposits on a credit card. I rather give cash and get cash back on return

I had a surprise of having to put a $500 bond at the pickup. The was not detailed prior.

A definite rip off for scratching the wheel. Charged me $230 for repairing two scratches

The staff were excellent. Top quality service . I highly recommend this company. Great car and great experience.

I’m very grateful for your service and the car went well. I found communication a little challenging over the phone as I had to clarify my change of circumstances during a stressful situation. Please continue to improve your English to avoid this for future clients. I was also very surprised to receive a call from Washington DC about my booking...

I rented a very nice car, for a very low rate. But when I called to inquire about a rental extension, I received an email quote for 5x the daily rate of what I previously paid online. When I replied to the email with the quote, I received an automated response entirely in a foreign language. I found that to be a bit frustrating.

Great car that was easy clean and easy to drive. I was given a bigger car than I booked which was very useful for us. Lovetrip offices are located about 5-10 minutes drive from the airport. The owner/manager picked us up from the terminal and drove us to the office - although we waited about 25mins for him to pick us up (we waited outside the terminal, and he was inside the terminal). So our advice would be very clear about where to meet him.

I felt wronged because in the return was asked a damage to the wheel that I did not and later charged to my credit card (value of NZ$ 138.00). They simply sent a document (like a repair company) from Lovetrip itself with the cost of repairing to wheel.

Car was in excellent condition and service is exceptional..A++++

Waiting for pick up 25 minutes after call pickup person don’t know how to talk even was very rude ! I am hiring car almost every week will never recommend or book again lovettip

The car was not so new but no problem to drive. The car-audio had no USB connector to play music via iPod/iPhone.CD/MD/Radio Only.

Great value and good service including helping with the bags and kids.

Very good service, quick pick up from the airport after calling them. Process to hire was simple. Very good value for money for 1 day rental.

Friendly staff, thank you very much

fast easys process within 10 mins

Overall the car was good and new but booking was made for 8am pickup however we waited almost 3 hours for Rental office to open which delayed our short trip. Location of rental pick was not easy to find.

Value for money

Overall ok, pickup was a concern as I was asked to go the airport’s busy drop off point and look out for the pickup car’s registration plate. I had my grandson with me and it was very stressful having to manage him and try to look out for a car amongst 100s of people getting dropped off. Operator should pay and use designated pickup areas

Good and polite service from Chinese staff. Responsible and reasonable. Car is standard with the price, no complaints.

Would definitely book with Lovetrip again. Vehicle excellent and staff very helpful!!!

Very spacious car. Perfect for our group size.

Good vehicle. Slow service

I have booked a navigation system for option.But they didn't provide it us. It made us be confused very much.

Great economical car and easy to drive. Quick pick up and easy drop off service also

This was a very disappointing experience. The email describing Lovetrip’s address, phone number and location did not arrive until we had the car. Eventually we managed to contact the pick up location and given poor instructions resulting in a wait of over an hour and a half. The car itself was fine but when we returned it two hours before we were due to we asked to be taken to our overnight hotel instead of the airport as we had an early morning flight the next day. We were refused so we had to accept the drop off at the airport then get a taxi. The time to the airport was around 10 minutes, to our hotel around 20 minutes. Very disappointing!

A bit hard to find the office upon picking up. Car is in average condition - not the cleanest, still had someone's used tissue paper in the car. GPS that comes with the car is in Japanese and probably hasn't been updated or anything to suit NZ map. No Bluetooth or aux input. Communication with the counter staff when picking the car was not the greatest. Otherwise, it's nice that they drop you off at the airport after returning the car.

Very friendly and helpful staff and our car was excellent value.

Awesome

Very professional; great pick up / drop off service; amazing price; saved over $1,000 on a 2 week rental

Collected from airport ok but I felt rushed during checkin procedure

It was my first Global Roaming call to ring for their shuttle and slight language difficulty was overcome because the driver recognised us on his arrival at the airport

Excellent service and value.

Excellent money saving deal. Got a fairly new vehicle. Was a very economical trip.

Perhaps the staff were out on errands, as there was only one employee handling three or four customers. The waiting time was quite long. The service attitude was good though.

The return process was too slow. They tried to find an issue to claim insurance. First, they asked if I had full coverage, and then...

It's okay

The car was in good condition and the interior was fairly clean. The process of picking up and returning the car was relatively smooth. However, there was some urging when getting on the car from the airport, and the pick-up location was not clearly indicated. Service quality needs improvement.

The attitude was extremely poor. They seemed to think that people from mainland China know nothing. This was the worst car rental experience in my travels to over 50 countries. Initially, I chose to support a car rental company run by fellow Chinese, understanding the challenges of living abroad. It was only a one-day rental, and I was curious about the business. However, this experience made me vow never to rent from a Chinese-run car rental company again.

The company is run by a young couple. The owners are very friendly! The car was new. When an accident happened, they were very considerate. It’s comforting to have support from fellow countrymen when facing difficulties abroad. Overall, it’s a great New Zealand car rental company! Highly recommended! Next time I go to New Zealand, I can contact them directly without going through a platform.

Arrived at the Ibis late at night, and the company sent someone to the nearby hotel to deliver the car the next day. Very convenient.

The company is quite small, appears to be a family-run business and seems somewhat unprofessional. There was no one on the ground floor to assist us, and we had to ring the doorbell for a while before someone from upstairs came down to guide us to the second floor to sign the rental agreement. The same person handled both the car pickup and return. There were no other customers, so there was no waiting time.

Not bad

We picked up the car late and informed them before collecting our luggage, but still had to wait outside for about 20 minutes.

Fairly convenient

The staff at the store were very friendly.

Charging for pickups and drop-offs outside work hours, 20 NZD for pickup and 10 NZD for drop-off. The company is pretty cautious.

Called after landing and was told to wait at the pickup/drop-off zone outside the airport, but it took 20 minutes for them to arrive.

An extremely unpleasant car rental experience. I thought that renting from a rental company operated by Chinese people abroad would at least offer some convenience and not rip me off, given that we speak the same language. But I was completely wrong.

First, let's talk about their attitude. My flight itinerary said that my flight would arrive in Auckland at 23:15, and after consulting with the rental company, they suggested setting my pickup time at 00:15. I booked the car for 00:15. On the flight, I found out the plane was supposed to land at 23:45, thankfully it wasn’t delayed. As soon as I turned on my phone after landing, I got a call from the rental company, with an extremely impatient tone, saying things like “Do you know you booked the car for 00:15? What time is it now?”, “Do you think you can make it here in time?”, and “Hurry up, I need to sleep.” Is this a normal service attitude for a rental company? If you want to sleep, don't take midnight bookings. And while their competitor offers free airport pickups, they charge 20 NZD. They've got the nerve to complain after taking the money! Out of the desire to keep things peaceful during a holiday, I apologized to her. Luckily, the attitude was better when they came to pick me up.

Second, the insurance issue. I bought supplemental insurance from the rental platform, which was said to be the most comprehensive. They advised against buying any additional insurance from the rental company. But the rental company told me that their insurance only covers their own car, not third parties. So if an accident involves a third party, I would need to bear those costs personally. I was skeptical but decided to buy third-party insurance from them for safety. Later on, when I rented a car in the South Island, I was told the same thing. So I believe it's the platform's insurance that’s problematic.

Lastly, the main issue. It was my first time driving a right-hand drive car, and I misjudged the position of the front left wheel and scratched the wheel against the curb while parallel parking. This kind of minor curb rash is something I've experienced before in my home country, and it usually doesn’t cause much damage because most wheel rims are recessed. However, the car I rented had protruding rims, which got scratched before the tire even touched the curb. In New Zealand, rental cars typically have this type of rims, while private cars don’t. After the scratch, I immediately contacted the rental company, who said it was fine as long as the car was drivable and that we would deal with it upon return. The next day, while returning the car, I pointed out the scratch to them. They conducted the inspection and said everything else was fine except for the rim scratch, which would cost around 30 NZD to fix. So, I returned the car and flew to the South Island.

That night, I received a message on WeChat from the company saying, “This scratch is from yesterday, just to let you know,” with a photo of a scratch on the car body. What? I returned the car over seven hours ago, and the inspection showed no issues. How can you suddenly blame me for a scratch that appeared during those seven hours? I suspect they are trying to charge me for other damages now that I’ve filed an insurance claim. The scratch in question was on the left rear fender in a straight line. How is it possible to scratch the left front rim and simultaneously scratch the left rear fender? What a scam. Even if I had created that scratch, isn't it the rental company's responsibility to notice it during the inspection? If I missed a scratch when picking up the car, they would surely blame me. If I had really caused the damage, I wouldn't deny it since I have full insurance coverage. But blaming me for something I didn’t do just because you know insurance will cover it is outrageous. This rental system is flawed. Since I didn’t buy their full insurance, they held a 2500 NZD credit card pre-authorization, allowing them to charge whatever they want. This is why they could just send me a photo with a “just to let you know” message, conveniently placing all these charges on me.

Finally, regarding repair costs. With 2500 NZD held by the rental company, I was prepared for their charges and asked them to settle the repair costs quickly and provide the bills for my insurance claim. When I received the bills, I was shocked. They charged 30 NZD to fix the rim, as stated, but the scratch on the fender cost 299 NZD. Are New Zealand car paints made of gold? While I’m not familiar with repair costs in New Zealand, I have no choice but to accept their claim. The most unacceptable part was an additional 250 NZD for labor and management fees. Are they really that busy? 250 NZD for minor scratches! It’s about the same as two days of car rental plus insurance. There were over ten similar scratches on the car when I picked it up, and they didn’t bother to fix them. Now, they want to c

1. The airport shuttle has no Lovetrip Car Rental logo. 2. The staff are casual and poorly managed. They do not adhere to the agreed time, for example, promising to arrive in 5 minutes but actually taking 15 minutes multiple times. The store is often run by a couple who simultaneously run other travel booking businesses. The couple conduct cross-checks for pick-up and return inspections, where one person's inspection results are later overturned by the other. 3. Customers do not receive any copies of documents. In contrast, other companies provide copies of all signed documents, but this car rental does not. 4. The car inspection at pick-up is cursory, while the return inspection is extremely thorough, not missing even the smallest details. Other car rental companies usually have a policy stating scratches under a certain length are not pursued; this company does not. 5. After confirming everything was fine at the return inspection and completing the procedures, the customer is sent away. An hour later, the company contacts the customer via WeChat, claiming the fuel tank was not full and demands payment. If the customer refuses, they threaten to also charge for a 'scratch' from nearly two weeks prior that was supposedly waived, along with a refueling service fee. Before the customer boards their flight and after returning home, the company continues to attack the customer's character, defame them, and changes their statements, contradicting themselves. 6. The pre-authorization slip on the customer's credit card is not returned. 7. All customers are required to add the company on WeChat. 8. Regardless of the customer's situation, the company communicates via voice messages. Important information requiring confirmation and accuracy is not provided in text but through voice messages. Accusations and altered descriptions of facts are conveyed in text. 9. The car picked up was not a Corolla.

Not bad, but the car was a bit old. Support during the trip wasn't great; you had to resolve issues yourself.

Satisfied, there was an accident with the vehicle, and the owner promptly assisted in resolving it! Great service!

Pretty good, everything went smoothly. It's close to where we were staying.

There was hardly any queue, possibly because of the time we arrived. We had a dedicated car to pick us up from the airport. It's a family business, and both the owner and his wife were very friendly. Unlike in China, you need to be aware of the deposit policy. It's not like Shenzhou Car Rental where the pre-authorization is immediately unfrozen upon return. The pre-authorization for my rental was 2500 NZD. Since we were heading to Sydney for our next stop, the owner's wife manually released the pre-authorization for us, although it might take some time to process. So if you have a tight budget, do prepare for this. Overall, it went smoothly, and I will rent from here again for a longer trip with family.

Had to wait, no help with luggage

Extremely poor attitude, unable to provide a clean vehicle.

Extremely dissatisfied. We purchased comprehensive insurance on the platform, but when we arrived at the store to pick up the car, they tried to sell us additional insurance which we didn't buy. The employee, who was a young Chinese expatriate, had a terrible attitude and displayed no sense of service. When we returned the car, there were scratches that we were unaware of (we had photos for record), and they scolded us loudly. We had insurance, so it should have been a straightforward claims process for us. However, they insisted on using a different vehicle model on the claims form than the one we actually used. When I raised the issue, they took back the rental form. Since we didn't understand the process, we didn't pay much attention at the time. After returning to China, they said we were being troublesome. They also mentioned that the discrepancy between the allocated vehicle and the order was because we got a 'special deal' car, not a new car.

They came to pick me up quickly after I contacted them.

Great service, very helpful and attentive. We arrived earlier than expected, and they picked us up promptly!

The car rental service was good. After arriving by plane, we contacted them by phone, and they picked us up at the airport in about 10 minutes to complete the pick-up procedures.

Very fast

The lady who picked us up was very nice and explained everything patiently. She answered all our questions.

Renting a car was very convenient. We contacted them upon arrival at the airport and someone picked us up immediately. They also offered a shuttle service back to the airport when we returned the car. The owner is very talkative and nice.

Very fast. Picked up the car as soon as I arrived at the store.

Contacted the rental company before clearing customs at the airport, and they told us to contact them again at the designated waiting spot. They said they would arrive in five minutes, but we ended up waiting for more than twenty minutes. During that time, I messaged them via WeChat and the rental company responded with impatience. Additionally, the pre-booked baby seat was not installed and had to be crudely tied with a seatbelt, which was very unsafe. This was my third time in New Zealand and I've never had such a bad car rental experience. Strongly recommend against renting from this company.

The service was quite average. We had an early flight and hoped for a timely car return, but they barely made it on time. They almost delayed our shuttle to the airport because they were attending to another customer. Luckily, Auckland Airport isn't very big, so we didn't miss our flight.

They could have picked us up earlier but insisted on waiting until payment for the shuttle bus.

They arranged an airport pickup for the rental, very convenient and thoughtful.

It's a car rental company run by Chinese people, and I was afraid of damaging their property.

The car was delivered promptly after the phone call.

The rental was very cost-effective.

They picked us up from the airport promptly after a call, which was very convenient. After returning the car, the staff also drove us directly to the airport!

When returning the car, we called the company but no one was there. They said they went to a religious service. We returned after refueling but still, no one was there, and we had to wait. There was a small scratch on the left rear side during the inspection, and we were told it was no big deal. A week after we returned home, we received a bill for 641 NZD for the damage.

Satisfied

Very poor. When we arrived at the store, we found that the car we rented was not the same model as what we booked. It was much smaller than the Toyota we selected, and the trunk couldn't fit our luggage. We requested a change, but they said there were no other cars available. The male owner arrogantly told us to take it or leave it and offered a refund, refusing to rent the car to us. It was almost evening, and they took advantage of our situation. Additionally, the car had issues; the warning light came on after driving less than 50 kilometers. We contacted the owner, who took almost two hours to figure out the problem, which was resolved by turning the car off and on again. While on the highway, the car suddenly braked on its own, which was extremely dangerous; luckily, there were no cars behind us. We rented a car for ten days on the South Island without any issues, but this rental was problematic from the start. Overall, a very, very, very bad experience.

Average

Very good

Lovetrip rental company is filled with traps, charging us NZD 900 more than other platforms. 1. They refused to provide a receipt upon request. 2. They demanded an exorbitant prepayment of NZD 1000. 4. Although we filled the tank and kept the receipt, they claimed we didn't and charged us an extra NZD 20. A full tank allows us to drive 140 km. Where did the missing fuel go? 5. They delayed the cancellation of the pre-authorization. 6. They arbitrarily fined us NZD 250 for smoke smell in the car. 7. Why are they delaying the cancellation of the pre-authorization? Are they using our money for cash flow? Thankfully, we inspected the car thoroughly upon return and found no issues. On September 28th, we rented a car from Lovetrip through Zuzuche for three days. After arriving, we contacted their staff to pick us up and take us to the office for the paperwork. The car was inspected thoroughly, new with only 3000 miles, albeit with a strong new car smell. We returned the car on September 30th at 19:16, and performed a detailed handover. The employee then drove us to the airport in the same car, which took about 10-15 minutes. 16 minutes later, we received a call claiming that the tank was not full and demanding NZD 20. Despite our assertion that we had filled it up and kept the receipt, we had to pay the NZD 20 to avoid further complications. They also asked for a positive review in exchange for cancelling the pre-authorization. On October 1st, Monday, I reminded them to cancel the pre-authorization. At 12:04, they deducted NZD 250 for a supposed smoke smell in the car which is unlikely as my father did not smoke inside the car. Why didn't they mention this upon return or the ride to the airport? After disputing this, we understood that Lovetrip is a fraudulent company designed to exploit customers. We urge future customers to be cautious with Lovetrip. Larger companies like Hertz, Europcar, Budget, and Avis are much more reliable and even have Chinese-speaking staff. Please don’t choose Lovetrip just to avoid potential language barriers, as it’s not worth the trouble. Lastly, as a Chinese rental company, Lovetrip should prioritize providing convenience and fair service to fellow countrymen, not exploit them. Trust and transparency are vital for long-term business success.

The rental company is great, and the service is warm and friendly.

The owner personally picked us up and dropped us off at the airport, and recommended local attractions.

Very good

Small Chinese rental company. Not trustworthy, choose carefully!

The car had numerous small scratches and was very old when picked up. After contacting the company staff, we parked the car in the designated spot the night before and took photos as required (photos taken at return were uploaded, showing no damage as indicated by the rental company). The next day, without any notification, we were charged over 1400 NZD for alleged windshield damage. Since we purchased a super insurance, we are now filing a claim. This experience was terrible compared to our previous rentals with Yesway and Thrifty on the South Island!

Terrible car rental experience!!! The car we rented wasn't even registered under the company's name!!! This might explain why the owner strongly recommended purchasing full insurance! In Auckland, the car window was smashed, and all our luggage was stolen. When we returned to the car rental shop, the owner didn't care about how we were doing but instead asked if we had filled up the tank.

We picked up the car at 7 PM. The inspection was very casual, some scratches could only be seen using our own flashlight. There were obvious scratches on the back of the car, and if we hadn't carefully checked, the inspection staff would have ignored them. Later, we discovered a small rim scratch and were told to refer to the contract; anything not recorded was our responsibility.

Excellent service

It's okay, the process was quick.

The rental company has a poor service attitude and engages in malicious fraud against consumers. The experience was extremely bad.