Hello Jakob,
To start with, we really appreciate your positive feedback on how much you have enjoyed travelling in our camper vans.
We would also like to thank you for the movie, in which you have enthusiastically described your amazing adventures whilst travelling by Surfcampers.
It was a great pleasure and fun to meet each other and we will keep great memories of you.
Nevertheless, we are shocked about your lowered star rating after our very friendly service for you and support. We believe that you wrote opinions on impulse.
When you rented our camper van, you were clearly informed, both verbally and in writing ( on your rental agreement), that any damage to the vehicle that may occur because of your fault, will have to covered - either from the deposit or by the insurance cover ( depending on which insurance package you choose ).
Prior to signing our rental agreement , you have decided to go for the cheaper option of liability insurance , meaning your deposit of 900 euros would have to cover the first costs up repair up to this amount of any accidents that you may cause. The amount of damage is deducted from the deposit.
Unfortunately, during your journey, below damages have been done to the rented camper van from your fault:
- Two collisions, which have damaged the exterior of the vehicle
- Damaged interior of the camper van, including furniture
- Dismantled Electricity box
Furthermore, the camper van was returned to us in an extremely neglected and dirty state, including unwashed dishes and dirty water from your journey.
Knowing that you have already been charged for the collision damage, as a nice gesture from our side, we decided not to charge you for any interior damage or cleaning of the van.
One of our top priorities as “The Surfcampers “ is providing assistance to our guests throughout the entire journey in order to make it stress- free and smooth holiday for our customers.
We have a philosophy of maximum support and help for anyone who is travelling in our camper vans so that their holidays remains positive until the last day.
Since you enjoyed your camper and we have offered you full support during your accidents (for which you seemed very grateful) and guided you through all insurance policy claim, we are really sad about your opinion.
For the future, if you wish not to take any responsibility for damages that may occur, we recommend considering the full insurance package, where your liability after an accident will be minimum.
Our brand Surfcampers is based on trustful relations between people and good energy.
We try to put our hearts into good relations with our customers and that is why
It was of the highest importance for us to have thoroughly replied to your low rating review.
We hope that all above will clear your concerns and encourage you to keep your experience of Surfcampers positive.
We hope to see you again on the road :)
Surfcampers team
