James
Response from Brogan
Thank you for your feedback, James. I’m pleased to hear that you were happy with the motorhome itself. However, I am genuinely sorry to hear that you feel disappointed with the overall experience.
I would like to clarify that the owner was present at both the collection and return of the motorhome; it was my partner who carried out the handovers rather than myself. As we have two very young boys, I am not always able to attend every collection and return personally, so George and the team are better placed to manage these arrangements.
Regarding the dispute, Goboony overturned the matter following my decision not to pursue it further. Given the stress the situation had already caused, I felt it was best to move forward rather than prolong the process. Our motorhome is a significant investment for our family, and we take great pride in maintaining it to a high standard. It is therefore disappointing when it is returned in a condition that falls below the standard in which it was provided, particularly when we put our trust in those who hire it.
I would also like to sincerely apologise for the miscommunication surrounding the collection and return times. I accept responsibility for this and have since put procedures in place to prevent it from happening again. Going forward, we will adhere strictly to the times stated on the platform to ensure that expectations are clear and consistent for everyone.
I hope that, despite these issues, you were able to enjoy your trip in our motorhome. However, I do feel it is important to acknowledge that the condition in which it was returned was a concern for us, particularly as it had an impact on the experience of the next hirer. We work hard to ensure that every guest receives the motorhome in a clean and well-maintained condition, and we believe the same consideration should be shown when it is returned.
Thank you again for taking the time to share your feedback. I wish you all the best with your future travels and hope that your experiences with other motorhome owners are positive.
Mark
Deborah
Robert
Rebecca
