19/06/2024
Well I just returned my camper van to Kukucampers
Iceland was amazing, Kukucampers was NOT
As a travel agent I 100% do NOT recommend this company. PLEASE AVOID
The camper drove nice but the beds were very thin and hard. We paid extra to rent a pillow and ended up using the little free ones that came with our flight because they were the same size but nicer.
We had paid extra for a portable battery pack and they gave it to us with no charge.
Then, when we booked the camper van they had an office by the airport and one in Reykjavik according to their website. We decided for simplicity to get a hotel in Reykjavik for the first and final night so we could use the Reykjavik office as there isn't much out by the airport and our departure flight was leaving very early.
Once we landed we discovered they only had their airport location now. When I inquired the first staff member I spoke to said the Reykjavik office had closed a little while ago. Management got on the phone and said that office had been closed for 3 years, which is simply not true. I know without a doubt that when I booked I saw an address for in Reykjavik on their website. I wouldn't of booked the hotels in Reykjavik otherwise.
This left us stuck trying to find expensive transfers back and forth. After dropping the camper van off at the end of our trip, I needed to get back to my hotel in Reykjavik. The cab can be over 100euro so I asked about bus options.
The staff said they would shuttle me to the airport and that I could catch a bus from there.
I jumped on the shuttle and the man driving me to the airport stopped at a bus stop part way to the airport. I was confused and asked when the bus would be coming. I had been told at the office a bus wouldn't come for an hour or more if I went to the airport. He responded about every 20-30 minutes. I trusted the KUKU staff member and jumped out to wait at the bus stop. I didn't have proper rain gear or a phone with me because I had left it all at the hotel.
Shortly after I was left in the rain, a local teen walked by, and I asked if he knew when a bus would be coming that could take me to Reykjavik. The teen told me I was on the wrong side of road and needed to catch a different bus. The side of the road I was left on would take me to the airport opposite direction that I needed to go.
I crossed the road and then waited in the pouring rain an hour and a half. I was freezing and soaked by the time I got to the hotel over 2 hours later. I called KuKu campers and asked to speak with a manager.
Not because I expected them to be able to do anything for me, but because I was hoping for an apology and for someone to talk to the staff about checking these things before leaving travellers alone in the rain like that.
She literally responded with "Do you not know how to cross a road? We want independent people here, don't come back if you can't figure out how to take a bus." I told her I didn't know I needed to cross the road and she told me I should have double checked. I mentioned I had no way of double checking and that I had trusted the staff who dropped me off. She then proceeded to say that her driver shouldn't have to turn the vehicle around when I have 2 legs.
She was unbelievably rude. I simply cannot understand how someone with such poor customer service can be a manager.
Iceland is expensive but beautiful. The locals were kind and the hotels have been above and beyond amazing for customer service.
BUT DO NOT BOOK WITH KUKU CAMPERS.
HORRIBLE CUSTOMER SERVICE.
Spending my last day like this was awful!
Photo is of the uncovered bus stop I was left at to wait in the rain.
The same Kuku shuttle bus driver drove by me two more times doing transfers and didn't stop and asked if I was ok or to see when a bus would be coming even though I was soaked and shivering in the rain and more than an hour had passed since he left me there.
