Angelina Yacht Charter レビュー 

Angelina Yacht Charter からの回答

2日前

Dear Mr. Schuster,

Thank you for sharing your feedback.

Regarding the outboard engine, you called us on Monday morning at around 8:00 a.m. to report an issue. By 10:30 a.m., the outboard engine had already been replaced without any discussion or delay. Later, when the original outboard was checked at our base, it was found to be working properly.

After the replacement, we did not receive any further calls or reports from you regarding the outboard engine or any other issues during your charter. If there had been a problem with the replacement outboard, it should have been reported to the base so that we could have acted immediately and resolved the situation.

Regarding the fuel, upon your return to the base we found that the diesel tank was not completely full. We know this because the boat had been at the fuel station two days before check-out, and on the day of check-out it was returned without stopping to refuel. We therefore asked you to return to the fuel station and refill the tank. Initially, you declined. As you know, our refuelling service costs €100 plus the cost of the fuel. Afterwards, you decided to refill the tank yourself and added 13 litres of diesel.

Finally, we would like to address your comment regarding our staff. Our team is committed to providing professional service to all of our guests. Whenever an issue is reported during a charter, we respond as quickly as possible and do our best to resolve it. The fact that you disagree with our refuelling service fee does not mean that our staff acted unprofessionally. We are sorry that your experience did not meet your expectations, but we cannot agree with the statement that our staff behaved unprofessionally.

Kind regards,

Angelina Team

Angelina Yacht Charter からの回答

1日前

Dear Anna,

Thank you for taking the time to share your feedback. We are sorry to hear that your experience did not meet your expectations.

Regarding the propeller issue, we would like to clarify that both propellers were newly installed during our scheduled dry dock maintenance in May. They were fitted according to the manufacturer's specifications, properly secured, and subsequently checked during our routine underwater inspections after each charter.

Based on these facts, we do not believe the propeller came off due to improper installation. Had this been the case, the issue would most likely have occurred shortly after the boat was launched. Instead, the most likely cause is that the propeller came into contact with a rope or another object during the charter, which can gradually loosen the retaining nut.

After carefully reviewing the case, we must respectfully maintain our original decision regarding the reinstallation charge.

We appreciate your feedback and are sorry that this situation affected your holiday. We wish you all the best in your future sailing adventures.

Kind regards,

The Angelina Yachting Team

Angelina Yacht Charter からの回答

2026年6月20日

Dear Mr. Hosto,



Thank you for taking the time to share your feedback.



We are sorry that your sailing experience did not meet your expectations. However, we believe it is important to clarify several points for future guests.



First, the skipper was neither employed nor arranged by Angelina Yachtcharter. The skipper was selected through a third party i.e. Agent where you booked the boat and was not part of our regular network of professional skippers.



During your charter, reports were made that the vessel was unsafe and not operational. In response, our technical team attended the yacht on multiple occasions and conducted thorough inspections of the steering system, engines, rudders, and onboard equipment. No technical faults affecting the vessel's seaworthiness or navigation were found. Despite this, we revisited the yacht several times and personally inspected the reported issues to ensure the safety and comfort of the crew.



The refrigerator issue reported at the beginning of the charter was resolved immediately, and no further complaints regarding the refrigerator were received during the remainder of the charter or from subsequent guests.



Following the initial reports, we also received requests for a replacement yacht on the grounds that the vessel was allegedly unsafe and not operational. Given the seriousness of such claims, our technical team carried out multiple inspections, including repeated checks of the steering system, engines, rudders, and sailing performance. Despite extensive testing, no faults affecting the yacht's safety or operation were identified.



Nevertheless, because guest safety and satisfaction are our highest priorities, our team attended the vessel on several occasions and personally reviewed the reported concerns. While no technical issue was found that would justify a replacement yacht, we continued to provide support and assistance throughout the charter to ensure that all concerns were thoroughly investigated.



Regarding the vessel briefing, charter companies conduct check-in and handover procedures with the designated skipper, who is responsible for operating the yacht and passing relevant information to the crew. This is standard practice throughout the charter industry.

Concerning the sail bag and refrigerator latch, these items were initially reported during check-out as part of our standard procedure. After inspection by the base manager, no charges were applied to your security deposit for either item.



We also did not charge for any of the multiple technical interventions carried out during your charter, despite the considerable operational costs involved, as our priority was to assist and support your holiday.



We fully agree that Croatia is a wonderful sailing destination and sincerely regret that this charter did not meet your expectations.



Throughout the week, our team made every effort to respond promptly, investigate all reported concerns, and provide assistance whenever requested.



Kind regards,

Angelina Yachtcharter Team

Angelina Yacht Charter からの回答

2026年5月19日

Dear Mr. Saurenmann,

Thank you for your wonderful review and kind recommendation. We’re very happy to hear that you had a great sailing vacation and that you were satisfied with our support and service throughout your trip.

We look forward to welcoming you again.

Sincerely, Angelina Team

Angelina Yacht Charter からの回答

2026年5月6日

Dear Mr Polak,

Thank you very much for your kind words and for choosing Angelina Tours. We are delighted to hear that you had such a positive experience and that our team’s professionalism and helpfulness made your cruise enjoyable.
We are look forward to welcoming you on board again in the future.

Sincerely,
Angelina Team

Angelina Yacht Charter からの回答

2026年2月24日

Dear Mr. Kostevc,

Thank you for taking the time to share such a fair and thoughtful review. We truly appreciate your continued trust across our bases (Šibenik, Biograd, Sukošan, and Krk).

You’ve described the realities of the charter season perfectly and we’re glad our teams’ responsiveness and professionalism stood out. We are looking forward to welcome you on board again soon!

Sincerely,
Angelina Team

Angelina Yacht Charter からの回答

2026年2月23日

Dear Stanislav,

Thank you so much for your review and for sailing with us four times! 😊

We’re really glad everything went smoothly with check-in/out and that the boats met your expectations.

Hope to welcome you on board again soon!
Angelina Yacht Charter Team

Angelina Yacht Charter からの回答

2026年2月17日

Dear Lars,

Thank you for your detailed complaint regarding the events during your recent charter. Please find below our official response and clarification on all points raised, which is based on documentation and statements from our service and operational teams.

1. Technical Issues Reported on September 16, 2025

The guest contacted us on September 16, 2025, regarding issues with the shower pump and an unpleasant odor in the head.

Shower Pump: A technician was promptly dispatched to the vessel with your consent and cleaned the shower pump sensors. We received no follow-up communication regarding the pump reactivating. Furthermore, the issue was not confirmed during the check-out inspection or by the subsequent charter party.

Macerator pump: The technician also replaced the macerator pump, which, as shown in the attached photograph, was clogged. Since the macerator's functionality was confirmed at check-in, the blockage is deemed to have resulted from improper use by the guest. In accordance with the charter's general terms and conditions, this intervention is chargeable.

VHF Station: You reported a malfunction of the VHF microphone but stated that you did not wish to waste time on repairs. The technician subsequently found a broken PIN on the VHF station socket. As the timing of this damage could not be conclusively determined, we did not charge the cost to you. We emphasize that the VHF was confirmed to be working correctly upon vessel handover as well as until the problem was reported on 16.09.2025

Odor and Handles/Doors: The claim of a persistent odor was not substantiated by any communication after the repair or by the check-out findings. The odor issue was resolved during the September 16 intervention. The loosening of handle and door screws due to vibration is considered normal wear and tear; the technician tightened the screws, and the doors are not deformed.

2. Bow Thruster Issues

The guest did not contact us about this problem from the start of the charter, but only on September 18, 2025, at 14:16 PM.


The functionality of the bow thruster was confirmed at check-out. We acknowledge your appropriate action of disconnecting the battery, which prevented further complications.

3. Crew Conduct (Check-in/Check-out)

Our staff is obliged to provide professional and courteous service. We have obtained a statement from our sailor, who confirms that you made an inappropriate remark to him during check-in, but he remained calm and professional.
At check-out, the discussion regarding missing items (water hose, plastic bucket, stern fender) took place in the presence of the Base Manager, who did not confirm any verbal abuse, physical contact, or raised voices. He personally saw the items on the yacht. However, the relevant document for us is the signed check-in list, which confirms the presence of the said items.

4. Platform Damage

The damage to the platform is documented by photographs and has been charged in accordance with the charter rules.

Conclusion Regarding Compensation

All technical malfunctions during the charter are subject to the conditions defined in the General Terms and Conditions, which specify timeframes for intervention. Our emergency response team is available and acts immediately upon receiving a fault report. If a guest is uncooperative or refuses access to the intervention team, the conditions for a potential refund are not met.
We received your problem reports near the very end of your charter (September 6 – September 20, 2025), which indicates the vessel was in functional condition from September 6 onwards.
As a gesture of goodwill and to compensate for any inconvenience, the Base Manager approved a vessel return on Saturday at 8:00 AM (instead of Friday at 6:00 PM). Additionally, we waived the charge for the macerator intervention that you caused.
We maintain that we have fully met our contractual obligations in accordance with charter industry standards.

Sincerely,
Angelina Team

Angelina Yacht Charter からの回答

2026年3月13日

Hello,

Thank you for your feedback. As all reviews from you - Tom, Lou and Arie were posted by your family/group who were on the boat Siegal (16.-23.08.2025.). We have checked all with our team, and send you the statement with all details.

The guests contacted us on 19 August 2025, reporting an issue with the WC. As they were located near Šibenik at the time, and in accordance with standard procedure, they were instructed to proceed to our nearest base in Šibenik so that an intervention could be organized.
The guests arrived at Šibenik marina at 18:18.

Upon arrival, a technical intervention was carried out. It was determined that the issue was caused by a clogged WC. Our technician disassembled the hoses, removed the material that had caused the blockage, and reassembled the system correctly.
The guests departed from Šibenik marina the following day at 14:01.

It is important to note that, as stated by the guest themselves, the problem occurred after three days of navigation. During the check-in procedure, the WC functionality was tested and found to be fully operational. According to charter regulations, this type of issue is considered to be the result of improper use by the guests, and such interventions are normally charged to the client.
Nevertheless, Angelina Tours waived the cost of this intervention in full, and no charge was applied to the guests.

Before the start of the charter, guests leave a security deposit, which serves to cover any damage caused during the rental period. A thorough inspection of the vessel is conducted during both check-in and check-out.

At check-in, the guests raised no objections and did not record any existing damage in the check-in list.
During the check-out inspection, it was established that four windows were broken (three smaller windows and one larger window). Photographic evidence of the damage is attached.
Although the windows were not new, they were all fully functional and undamaged prior to the charter. The damaged window components were replaced, and the guests were charged a total amount of EUR 780.00, for which an invoice was issued. The charge corresponds to market prices and was applied strictly in accordance with charter regulations.

The use of offensive language towards guests is not permitted and is not tolerated. However, it is necessary to clarify the circumstances of this situation.

After the sailor identified the broken windows during check-out, the guests disputed the findings and requested to speak with a superior. The Base Manager met with them and attempted to explain the situation clearly and with supporting arguments. During this conversation, one of the guests behaved in an extremely rude and aggressive manner: shouting, insulting the Base Manager, and standing unacceptably close, which constitutes aggressive behavior.

The Base Manager informed the guest that communication could not continue in such a manner. Despite being visibly upset by the situation, the Base Manager maintained professionalism and dignity and did not use offensive language.
We emphasize that all guests are treated equally, regardless of nationality, religion, or race. This situation was not related to discrimination of any kind, but solely to the guest’s inappropriate and unacceptable behavior.

Check-out was completed on Friday evening. The following morning, after the guests had disembarked, it is standard procedure for the sailor to perform an additional inspection of the vessel. During this inspection, it was determined that another WC had been clogged between Friday evening and Saturday morning.
This was communicated to the guest, who again reacted in a rude and aggressive manner toward our staff. Despite this, no charge was applied for this additional issue.

We regret that the guests are dissatisfied; however, we confirm that all actions were carried out in full compliance with charter rules, internal procedures, and professional standards.
Sincerely,
Angelina Team

Angelina Yacht Charter からの回答

2026年3月11日

Dear Lou,

Thank you for your feedback. As all reviews from you, Arie and Tom were posted by your family/group who were on the boat Siegal (16.-23.08.2025.). We have checked all with our team, and send you the statement with all details.

The guests contacted us on 19 August 2025, reporting an issue with the WC. As they were located near Šibenik at the time, and in accordance with standard procedure, they were instructed to proceed to our nearest base in Šibenik so that an intervention could be organized.
The guests arrived at Šibenik marina at 18:18.

Upon arrival, a technical intervention was carried out. It was determined that the issue was caused by a clogged WC. Our technician disassembled the hoses, removed the material that had caused the blockage, and reassembled the system correctly.
The guests departed from Šibenik marina the following day at 14:01.

It is important to note that, as stated by the guest themselves, the problem occurred after three days of navigation. During the check-in procedure, the WC functionality was tested and found to be fully operational. According to charter regulations, this type of issue is considered to be the result of improper use by the guests, and such interventions are normally charged to the client.
Nevertheless, Angelina Tours waived the cost of this intervention in full, and no charge was applied to the guests.

Before the start of the charter, guests leave a security deposit, which serves to cover any damage caused during the rental period. A thorough inspection of the vessel is conducted during both check-in and check-out.

At check-in, the guests raised no objections and did not record any existing damage in the check-in list.
During the check-out inspection, it was established that four windows were broken (three smaller windows and one larger window). Photographic evidence of the damage is attached.
Although the windows were not new, they were all fully functional and undamaged prior to the charter. The damaged window components were replaced, and the guests were charged a total amount of EUR 780.00, for which an invoice was issued. The charge corresponds to market prices and was applied strictly in accordance with charter regulations.

The use of offensive language towards guests is not permitted and is not tolerated. However, it is necessary to clarify the circumstances of this situation.

After the sailor identified the broken windows during check-out, the guests disputed the findings and requested to speak with a superior. The Base Manager met with them and attempted to explain the situation clearly and with supporting arguments. During this conversation, one of the guests behaved in an extremely rude and aggressive manner: shouting, insulting the Base Manager, and standing unacceptably close, which constitutes aggressive behavior.

The Base Manager informed the guest that communication could not continue in such a manner. Despite being visibly upset by the situation, the Base Manager maintained professionalism and dignity and did not use offensive language.
We emphasize that all guests are treated equally, regardless of nationality, religion, or race. This situation was not related to discrimination of any kind, but solely to the guest’s inappropriate and unacceptable behavior.

Check-out was completed on Friday evening. The following morning, after the guests had disembarked, it is standard procedure for the sailor to perform an additional inspection of the vessel. During this inspection, it was determined that another WC had been clogged between Friday evening and Saturday morning.
This was communicated to the guest, who again reacted in a rude and aggressive manner toward our staff. Despite this, no charge was applied for this additional issue.

We regret that the guests are dissatisfied; however, we confirm that all actions were carried out in full compliance with charter rules, internal procedures, and professional standards.

Sincerely,
Angelina Team

Angelina Yacht Charter からの回答

2026年2月18日

Dear Sirs,

Regarding the guest complaint for charter Bali 4.8 Carpe Diem (05–19.07.2025), please find below our official statement.

On 07.07., the skipper informed us that guests were disturbed by noise. During the call, we determined that the water maker had been left running. We instructed the skipper how to switch it off, after which the issue was resolved. The skipper had previously received these instructions during check-in but had forgotten them.

On 08.07. at 8:21 PM, the skipper reported that the shower pump was continuously running. As the pump operates via a float system and cannot simply be switched off, we agreed to temporarily cut the wire and send a technician the next morning.

On 09.07. at 11:10 AM, our technical team inspected the vessel and found the pump blocked by hair accumulation. The blockage was removed, the wiring replaced, and the system restored. According to charter rules, the blockage was caused by improper use and could have been charged, but we did not invoice the guests. The issue was resolved within 24 hours, therefore no compensation applies under charter conditions.

During this intervention, guests reported feces under the bow cushions. Inspection confirmed that the fecal tanks had not been emptied properly, contrary to check-in instructions. As a result, the tanks overflowed through the vent. This was due to improper handling by the crew. We proposed returning to Trogir for professional cleaning, but the guests refused and declined our intervention.

At 12:00 PM the same day, Mrs. Pollarini emailed stating issues were unresolved while technicians were still onboard. We also received a complaint about noise from the air-conditioning sea pump. The team checked the system and confirmed normal operation.

The guest requested compensation and a replacement vessel. As the cause was improper tank handling by the crew, compensation was not applicable.

Later that evening, guests reported another shower pump issue (second toilet). We arranged intervention for the following morning.

On 10.07., technicians arrived at the agreed location, but the vessel had sailed. The skipper did not answer calls. Using a tracker, we located the yacht and approached it. The skipper was unaware of the intervention, as the crew had not informed him. We requested the vessel enter a nearby bay for safe repair; guests refused assistance (recorded as evidence). According to charter rules, refusal of intervention voids the right to compensation.

The same day, guests reported running out of gas and a damaged hose. As standard procedure, a full spare bottle is provided onboard, and the skipper was instructed at check-in how to replace it. The skipper replaced the bottle and cap. This is standard practice.

At 11:25 PM on 10.07., guests again reported shower pump failure (same issue previously refused). During a 30-minute call, guests behaved rudely and insulted staff. As they were in remote Lastovo and no safety risk existed, we agreed with the skipper to temporarily disconnect the pump and arrange repair the next day.

On 11.07., we offered repair options in Korčula and Slano, both refused. Guests insisted on Dubrovnik. Upon arrival in Dubrovnik, our technicians repaired the pump. They also checked the VHF radio, which was functioning properly.

On 17.07., guests disembarked early without explanation. The scheduled return was 18.07.

We sincerely apologize for the unpleasant experience that the guests had. However, it is very important to point out that the guests were not cooperative and insulted our employees. Despite all of the above, we did our job with dignity and professionalism in accordance with the rules of the charter.