"So glad we did a trial run. "

We were going to rent a standard unit for about a week in June. To make sure the size would work as well as to practice, we rented the a standard size over a weekend. Within an hour, the unit was leaking from the ceiling. We called to report and the response was we could take it to a service place way out of our travel direction or ~if it didn’t bother us too much ~ just put something under the area dripping. We choose the second option. Shortly after the happened, we noticed that even though this was a relatively new model, the front privacy curtain was already damaged. Unfortunately also over the weekend the shower kept dripping sometimes substantially. The commode and the bathroom sink leaked a lot. It caused our bedding and clothing to become quite wet. We noticed the campground mentioned using a water regulator, but this was not given to us or mentioned at anytime during pick up instructions. We ended up disconnecting the water completely. We decided to check the experience of other Cruise America renters and those were not favorable regarding condition of vehicles and how repairs were handled. We promptly cancelled our reservation. It appears that the folks who you interact with for reservations and pickup/drop off are courteous and try their best. The real problem appears to be how the units are maintained as well as the “on-the-road” “24/7” seriously lacking support system.

"We called to plan a one way trip"

We called to plan a one way trip. The staff made the process very easy. Gave good advice for what additional items we needed.

"I was really appreciative of the time"

I was really appreciative of the time, patience, and assistance I received when I made my reservation. Staff was great and very knowledgeable in the process of making my complicated travel arrangements. Thanks.

"The customer service representatives…"

The customer service representatives were very helpful and nice.

"Got what I needed when I needed it."

Got what I needed when I needed it.

"The customer service experience"

The customer service experience

"I was hoping there was more flexibility…"

I was hoping there was more flexibility with the pick up times. It would be helpful to have morning pick ups. That’s the reason I canceled my reservation.

"Customer Service"

My agent, David Shepard, always takes the time to provide all answers to my questions and searches for the best available promotions when I'm booking my rentals with him.

"Vehicles unable to support safe baby car seats - misleading "

We booked a Compact Plus RV for a road trip in Utah and San Francisco. Before hiring we contacted Cruise America detailing that our baby would be six months old at the time of travel to check that there were adequate car seat attachments for this (this is rearward facing as is required by law in California) and were assured that there were safe attachments for a suitable car seat. We therefore booked the vehicle (via GoSee). As the trip drew nearer we started shopping for a car seat and quickly realised the system we had been sent was not rearward compatible. We then recontacted Cruise America who confirmed it is NOT possible to fit a rearward facing carseat in their RVs. We requested a full refund including our deposit via GoSee, who were the middle party. This was initially rejected by Cruise America with no explanation given. Only on us complaining that we would make our concerns about their child safety practices public was a refund issued.
Staff training and booking processes need urgent review with relation to infant car seats. Rearward facing travel for infants is not only the safest form of travel but is now mandated by law in some states that Cruise America rent vehicles. If pick up or drop off in any of these states is entered at time of booking along with an infant on booking it should not be possible to book. We could very easily have arrived and collected a vehicle that was unsafe and illegal for our baby to travel in, had we not been diligent in double checking prior to travel.

"The reservation staff is knowledgable"

The reservation staff is knowledgable, very well trained and always friendly.