FAQS

FAQ's

Here is a list of some of the questions that we are frequently asked. If you can't find the answer to your question please don't hesitate to contact one of our friendly team members.

What is the collection and drop off procedure?

As standard we will meet you at the required airport or central location with your rental vehicle. If you are arriving at the airport we will monitor your flight and meet you at the terminal.  Please enter as much information on the booking form as possible regarding your pick up and drop off requirements. We will contact you via email prior to the hire to ensure that we have the correct details.

What do your rates include?

Our rates include GST, Insurance, 24 Hour Mercedes VIP Roadside Assistance and subject to our minimum hire requirements, Unlimited Kilometres. Our insurance is subject to an excess (these details are listed when booking).

How do I pay for my hire? Do I receive a receipt?

We require a 10% deposit to confirm all hires. The remaining payment of your vehicle rental is to be made within 7 days of your hire. We will gladly accept Cash, Visa, MasterCard and bank transfers. A copy of the contract is given to you upon completion of the paperwork and will show what method you used. This can also be used as an invoice for tax purposes.

Can I return my vehicle early? Will I receive a refund?

Refunds for early returns may apply only if 48 hours notice is given and authorised by Samuels. A minimum rental period may apply to some rentals.

Can I extend my hire?

There is a minimum of 72 hours required for extensions to your vehicle rental contract. Due to availability in high season we cannot guarantee any extension, but we will do our best to accommodate your request.

If I cancel my hire after booking, what are the procedures?

The Cancellation fee that applies to a confirmed vehicle rental reservation is based on a percentage of the total rental costs:

  • 100% of the total rental if cancelled within 7 days of pick up.
  • All other cancellations are subject to 10% of the total rental.


What do I need when I collect my vehicle?

When you collect your hire vehicle you will need a valid driver’s licence and a credit card for security. The credit card must have your name printed on it for verification and must not be expired.

Do you require a Bond to hire a vehicle? 

Yes, a signed credit card (Visa/MasterCard) pre-authorisation form is required. This credit card will be tagged with the insurance excess amount.

What if I don't have a credit card?

If you do not have a credit card but you do have a Visa or MasterCard debit card you can hire a car but you will need to reduce your insurance liability to NZ$500. Alternatively, we can hold a $500 cash bond. 

Can I pick up or drop off a vehicle outside business hours? What is the procedure?

You can collect and return a rental vehicle outside business hours from any of the locations that we operate by prior arrangement. We will email you instructions on confirmation of a booking. Please contact the team for special requests.

What if I am running late and can't return the vehicle at the stated time on the contract?

If you are running late for returning the rental car, we will give you one hour’s grace. Late return of the vehicle is charged as follows: One hour free, then an hourly charge of 1/3 of the daily rate for the next three hours, thereafter a full 24 hour rental period will be charged. 

How can I make changes to my reservation?

You can make changes to your reservation at no additional cost by calling us on the toll free number 0800 367 465 or via email to info@samuels.co.nz 

Do you offer one way hires?

Yes, we can arrange one way car hires to and from all our locations. There are minimum hire periods in place and these are dependent on the time of year and your direction of travel. On occasion we will make allowances if we need particular stock in other centres.

Do you charge for additional drivers? 

No, there is no charge for additional drivers, we prefer you to have the option to share the driving.

Can you guarantee an automatic vehicle?

All of our vehicles are automatic. 

What do I do if I have an accident?

If you are in the unfortunate event of an accident with your rental car, we will ask that you do not admit liability in any circumstance, if you are unsure always obtain a police report that will help our insurance company to gauge who was at fault. We also have a complete form in the glove box of your vehicle that will prompt you to ask the correct questions we need answered to make a claim on your behalf. All accidents must be reported to the Samuels Vehicle Hire office the day it happens. We do not guarantee to replace the vehicle if you are liable for the accident.

What happens if I breakdown?

We are very confident about the quality of our rental vehicles and our fleet is regularly inspected by accredited Mercedes mechanics. Samuels provide a 24/7 nationwide toll free number for FREE Roadside Assistance from our Mercedes Benz Service Network: 0800 320 230. (Please note: you must contact Samuels Vehicle Hire before initiating any repairs.)

Can I take the vehicle across Cook Strait?

Yes, you can take our hire vehicles across the Cook Strait using the two major ferry companies. Bluebridge and Interislander. 

What is the minimum driver age?

The minimum driver age to hire a vehicle is 25 years.

Can I drive on my overseas licence?

We accept full valid driver’s licences from most countries. International driving licences are also accepted. We do not accept learners or ‘P Plate’ licences and all licences must be in English.

Can I drive off road or on the beach?

Please do not drive our vehicles off road or onto any New Zealand beaches. A minimum penalty of $2000 may apply.  

Can I smoke in the vehicle?

For the comfort of all our customers we have a NO SMOKING policy in all of our vehicles. A valet charge of $250 minimum will apply.

Can you supply a driver service?

We can provide a professional, qualified chauffeur to compliment our luxury rental service, perfect for business, sightseeing and multi day touring. Contact us for hourly and daily rates.

Do you hire Luggage Trailers? Baby Seats?

Subject to availability we can hire luggage trailers. We also offer infant and booster seats. During the winter we supply complimentary snow chains on the South Island.