Royal Rent a Car Crete レビュー 35

Royal Rent a Car Crete からの回答

2023年6月12日

Dear Customer,
Thank you so much for your kind words and the amazing 5-star review you left for us on Trustpilot! We are happy to hear that you had a positive experience with our company.
We truly appreciate your support and consider us as a nice and reliable local company.
Once again, thank you for your trust and for taking the time to share your experience and we look forward to welcoming you back next time!
Warm regards,
Royal Rentals team

Royal Rent a Car Crete からの回答

2023年4月21日

Dear Mr. James,
Thank you for evaluating our services. It is very encouraging to read so many positive things in a brief review. We hope to see you again in the future.

Royal Rent a Car Crete からの回答

2023年4月19日

Dear Customer,
Thank you for your review.
We are very sorry for your negative experience with a car rental at our company.
During the inspection of a car rental pick up, we encourage our clients to make photos and ensure about the condition of a vehicle before leaving our station. In case the detection of new damages after the inspection of a car drop-off, a driver is charged according to the official damage matrix of the rental company and as per insurance coverage. With the documentation we provide, a customer is compensated by the platform where a vehicle was booked.
If you are in lack of this documentation which we doubt how could happen, since it is not our practice due to the contracts we have with cooperating platforms, please contact with us the soonest possible to support@creteroyal.com to check the issue

Royal Rent a Car Crete からの回答

2023年6月12日

Dear customer,
Thank you for sharing your feedback about your experience with our company. We apologize for any discomfort or inconvenience you may have experienced during your visit, and we appreciate the opportunity to address your concerns.
We understand that the wait time upon your arrival was longer than anticipated, and we sincerely apologize for any inconvenience caused. We continuously strive to improve our efficiency in order to provide a smoother and more expedient process for our customers.
Regarding the condition of the car you were provided with, we are sorry that it did not meet your expectations. At our car fleet we take great pride in maintaining and having a high standard for our new vehicles, but sometimes according to the rental value or low availability a customer might be provided with a vehicle that will not meet his standard, but this is not a reflection of our usual quality standards, as per any positive and great reviews we have from many other customers.
In order to prevent such issues as yours in the future, we have implemented additional measures to enhance our vehicle inspection process and we appreciate your suggestion to record under the car, bumpers, and side skirts, but we certainly practice this routine for every rental.
Rest assured that we value your feedback and we regret that we fell short in meeting your expectations on this occasion.
Sincerely,
Royal Rentals

Royal Rent a Car Crete からの回答

2023年6月12日

Dear Customer,
We hope this message finds you well. We recently came across your review regarding your experience with our rental services at Royal Rentals in the Airport. We would like to address some of the concerns you raised.
Firstly, we understand that you were charged for damage to a bumper during your rental period. As stated in the terms and conditions, all our customers are informed about the insurance coverage with an excess. This means that in the event of an accident, regardless of fault, the driver is responsible for the amount of the excess. This policy is consistent worldwide, including Greece. We believe it is important to clarify this point to avoid any misunderstanding.
Regarding your claim on your excess cover insurance, we apologize for any inconvenience you experienced but it is our standard practice to provide written invoices promptly to customers and brokers for the purpose of insurance claims. However, we have checked our records and found that we did send the required documentation to Discover Cars, our cooperating partner, on the dates specified. We understand that the refund process may have taken longer than expected due to external factors beyond our control, but we ensured that all necessary documents were provided.
We would like to emphasize that we take customer service seriously and strive to provide a positive experience for all our clients. As a company with over 30 years of experience in the car rental market and one of the top 5 values cooperators of specifically Discovercars platforms where you had booked a car, we value our reputation and work diligently to maintain it.
We appreciate your feedback, as it helps us improve our services. However, we kindly request that you reconsider the accusations made in your review, as they do not accurately reflect the situation. We pride ourselves on our professionalism and commitment to customer satisfaction.
If you have any further questions or concerns, we encourage you to reach out to us directly.
Best regards,
Royal Rentals

Royal Rent a Car Crete からの回答

2023年6月12日

Dear Customer,
Thank you for reaching out to us and expressing your concerns. We would like to address the issue you raised regarding the damage to the underside of the car and generally your attitudes about our company.
As a standard practice in the car rental industry worldwide, vehicles are thoroughly inspected both before and after each rental period. This inspection includes checking the underside of the car to ensure its integrity. It is crucial for us to maintain the quality of our vehicles, as we understand the diverse terrain and off-road paths that customers may drive while exploring the beautiful scenery of Crete.
While we strive to provide well-maintained vehicles, it is important to note that damages can occur during the rental period, especially if the vehicle is used off-road despite our advice against it. In such cases, customers are responsible for the damages as outlined in the insurance policy, which is clearly communicated and known to the customer prior to renting a vehicle.
We want to assure you that our intention is not to inconvenience or delay our customers. However, in the event of damage, it is necessary to assess and address the situation appropriately. This may involve additional time for inspection, documentation, and processing to ensure a fair resolution for all parties involved.
We understand that misunderstandings and frustrations can arise, but we kindly request that you reconsider your accusations. We are a reputable company committed to providing reliable and professional services. We take pride in our vehicles and work hard to offer a positive rental experience for our customers.
We appreciate your feedback and hope to have the opportunity to serve you better in the future.
Best regards,
Royal Rentals

Royal Rent a Car Crete からの回答

2023年6月12日

Dear valued customer,
We were delighted to learn that you had such a positive experience with our rental services. Your 5-star review truly made our day!
We value your trust and support and for being a part of our valued customer community.
Rest assured that if you will have any further inquiries or require assistance in the future, we will be more than happy to assist you.
Once again, thank you for your wonderful review and we look forward to serving you again soon!
Warmest regards,
Royal Rentals

Royal Rent a Car Crete からの回答

2023年6月12日

Dear Customer,
Thank you for taking the time to provide your feedback regarding your car rental experience in Heraklion.
Regarding the issue with the lady at the pickup, we sincerely apologize for any miscommunication or dissatisfaction caused. We understand that it is essential to have accurate records of any existing damage on the vehicle. We have taken note of your feedback and will work with our team to ensure that our procedures for noting damages are followed consistently and transparently.
As for the additional insurance coverage, despite your already being fully covered, it is clearly stated in the broker pages that upon a car pick up from a provider, the excess must be preauthorized and in this order, we propose and advice the customers to buy our local insurance to reduce excess and have less liability in case of an accident. We always aim to provide clear and concise information about our services
On a positive note, we are glad to hear that the delivery of the car went smoothly and that the handover process was quick and efficient. We appreciate your kind words about our representative.
Once again, we apologize for any inconvenience you experienced during your rental. We value your feedback as it helps us improve our services.
Thank you for choosing our car rental service.
Best regards,
Royal Rentals

Royal Rent a Car Crete からの回答

2022年5月5日

Dear Customer,
Thank you so much for your kind words! We are happy to hear how satisfied you were with our rental services. It is our goal to exceed your expectations!
Best regards
Royal Rentals

Royal Rent a Car Crete からの回答

2022年5月5日

Dear Customer,

We appreciate your positive feedback about our company. We pride in providing services to our customers the best way we can. If you’re traveling to Crete again, don’t hesitate to contact us.
Best regards
Royal Rentals

Royal Rent a Car Crete からの回答

2023年6月12日

Dear Customer,
Thank you for sharing your feedback with us. We appreciate your concerns and your experience with your car rental with Royal at Lyttos Beach Hotel Group.
We strive to provide our customers with safe and reliable vehicles for their journeys. Our cars undergo regular maintenance to ensure they meet the required safety standards. However, we understand that individual expectations may vary, and sometimes a particular model might not meet all preferences.
Regarding the pricing, we would like to explain that during the high season, rates tend to increase due to the high demand and limited availability. One-day rentals can be particularly challenging to accommodate, as our schedule is often fully booked. Nevertheless, we made an exception and provided you with a car to ensure you had transportation for your trip. Please note that the rates for such short-term rentals are higher due to the increased costs involved.
The insurance offered at the Lyttos Beach desk provides comprehensive coverage, prioritizing your safety and peace of mind throughout your rental period and this influences the overall rental price.
We appreciate your feedback and hope to have the opportunity to serve you better in the future.
Best regards,
Royal Rentals

Royal Rent a Car Crete からの回答

2023年6月12日

Dear Customer,
Regarding your review and experience with our car rental service, and we would like to address your concerns. We understand that everyone has the right to share their experiences and opinions online, and we appreciate your feedback.
We would like to clarify a few points mentioned in your review. Firstly, we would like to assure you that we do not have any cars in our fleet that are more than five years old. However, please keep in mind that as a car rental company, the vehicles are driven by multiple drivers throughout the summer season, and as a result, they may show signs of usage. We do our best to maintain our cars in good condition.
Regarding the issue of a new car, we understand that you were expecting a brand new vehicle for the price you paid. However, renting a brand new car does come with an additional cost, as mentioned in our communication with you. We offered you the option of upgrading to a brand new car, but it came with an additional charge. Unfortunately, we cannot provide luxury or brand new cars at the same price as older models.
Regarding the deposit you mentioned, it was paid to Discover Car, the booking platform you used. As such, any refund for the deposit should be requested directly from them, as it is their responsibility to handle such matters.
As you decided to cancel your reservation at the airport due to your dissatisfaction with the car provided, we had reserved the car for you and may have lost other potential reservations as a result. Nonetheless, we did not make an issue of this and respected your decision to cancel.
Regarding the inappropriate behavior you mentioned, we want to assure you that we do not tolerate unprofessional conduct from our staff members. We had already addressed the matter internally, and appropriate measures had been taken.
We value our reputation as a company that has been serving customers for over 30 years, and we take feedback seriously and we apologize for any inconvenience or misunderstanding you may have experienced during your interaction with our company. We strive to improve our services continuously, and your feedback helps us in that process.
We hope to have the opportunity to provide you with a better experience in the future.
Kind regards,
Royal rentals

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Royal Rent a Car Crete からの回答

2023年6月12日

Dear Customer,
Thank you so much for your wonderful review! We're happy to hear that you had such a positive experience with us. Your kind words mean so much to our team, and we truly appreciate your feedback.
We look forward to serving you again soon!
Warm regards,
Royal Rentals