I followed the instructions to get the key, but no key. Called for help and left on hold repeatedly. Waiting on the roadside with our bags and praying cell battery holds until I get things figured out. Then it started to rain, so I just called customer support to cancel, so we could find a nearby hotel. I was only able to get back half my money and still no response from the owners on returning the rest of my money. Not a great way to start our trip, but at least Australians are very kind and helpful.