Spaceships Rentals (UK & Europe) レビュー 

Spaceships Rentals (UK & Europe) からの回答

2022年11月2日

Hi Martin and thanks for the terrific 4 star review and recommendation.

We're glad that our digital handover worked well for you. Unfortunately, during and after Covid, we took the difficult decision to stop in person handovers to help reduce the potential spread of the virus. We miss it too, but sadly it is a symptom of the times we live in.

We are now sending out all our motorhomes with a full tank of LPG on collection, which hopefully saves customers a fill up or two of LPG on the road.

Main thing is you nailed in your title. It really is "great fun" and a fantastic way to create your own personal holiday - you can make it up as you go along and decide where you want to go tomorrow!

Our vehicles will be having a big refurbishment over winter, so we hope you will book again and we'll be delighted to give you a 5% discount on your rental as a repeat customer.

Cheers, Mike, Spaceships Crew

Spaceships Rentals (UK & Europe) からの回答

2022年10月19日

Kia Ora Juliet and thanks for leaving that lovely 4 Star review!

We're thrilled that our systems and service worked well for you and that you enjoyed the features of our custom-designed Spaceships Voyager campervan - and it's value for money.

Most of all we're delighted that it gave you and your family a great experience touring the UK. Hopefully it is something your children will remember forever, nurturing their spirit of adventure!

We hope we might see you again soon in the UK for more Space travel, and please remember we give a 5% discount to repeat customers.

Thanks again and kind regards,

Mike

Spaceships Rentals (UK & Europe) からの回答

2022年10月3日

Hi Robert and thanks for the 4 star review.

We're glad that the pick-up/drop-off and our video support worked well for you, and that most importantly you had the freedom to discover and explore wherever you wanted on your road trip.

We have had some challenges getting spare parts post-Covid and there is often a very quick turnaround time in between hires. Some cosmetic damage may be repaired and covered with tape, (not held together, ha,ha!) but all the vehicles are in good condition, serviced more frequently than the manufacturer's recommended intervals and undergo a multi-point check between hires.

We hope we will see you again for another blast-off in a Spaceships soon.

Cheers, Mike, Spaceships Crew

Spaceships Rentals (UK & Europe) からの回答

2022年9月22日

Hi Brent and thanks for the 4 star review.

You've certainly captured the essence of a #spaceshipsroadtrip - go where you want and stay where you want! You have the flexibility to create your own unique itinerary and holiday.

We offer a discount for repeat customers so we hope we will see you again for more Space travel in the future.

Cheers, Mike, Spaceships Crew

Spaceships Rentals (UK & Europe) からの回答

2022年9月6日

Hi Kenny, thanks for taking the time to leave a review and we're sorry that there were some aspects of your rental that didn't meet with you expectations. We are however really pleased that you enjoyed travelling and the experience in the campervan.

With regard to the tyre pressure warning lights, we explained that sometimes if you go over a bump or pothole, that can trigger the tyre pressure warning. We would have advised you to do a visual check on the tyres.

If you had called us during your trip we could have supported you if there was a problem with the leisure battery. Also, please bear in mind that it is only a camping fridge in the campervan - it's not quite the same as your fridge at home. We hope it didn't spoil your trip too much if you had to lift the door slightly to open it. Again, if the fridge was smelling, it could have been some food that was in there and not necessarily the fridge, which is obviously cleaned between hires.

If there was a problem with the stoves, we could have helped you or would have suggested you buy another camping stove and we would have reimbursed you. Unfortunately, if you don't inform us of these issues, we can't help on your trip.

With regard to the cost, you booked a 4 day trip which included part of the August Bank Holiday weekend. It's absolute peak, high season, possibly the busiest weekend of the year. A 6 or 7 day trip would probably have been the same price, and that will be the most expensive weekend for all campervan rental companies.

We're really sorry those aspects didn't work so well for you and we hope we will have the chance to put it right on a future booking.

Thanks again and we hope we will see you again for a repeat customer discount.

Cheers, Mike, Spaceships Crew

Spaceships Rentals (UK & Europe) からの回答

2022年8月2日

Good Morning Frau Lanz,

We are sorry that you were only able to give a 1 star review of your motorhome trip.

I have looked at the pre-collection photos and the motorhome appears to be clean and tidy. Please let us know if there was some specific problem you were unhappy with at info@spaceshipsrentals.co.uk.

Also, we are aware that you booked with a third party agent who may have published an incorrect branch address, but we sent you a pre-collection and return email with the current branch address and directions on there. I have checked with our system and you received and opened these, even replying to the return email asking if you could keep the motorhome longer. On that basis, we're not sure how you could have got the incorrect return address. We're also disappointed that you have given a 1 star review when you asked if you could extend your hire.

Also, as clearly stated on our website and booking emails, to comply with post covid health and safety best practice, we advise you that we now operate a contactless collection and drop off service. That is why we send a 15 minute motorhome familiarisation video as part of our digital hand over.

If the button for the mirror operation developed a fault, unfortunately that is largely beyond our control. We accept that the sat nav devices are 3 or 4 years old, but they are fully functional. Also, most of our customers now prefer to use Google Maps on their phones.

We're sorry that you weren't completely happy with your experience, but thank you for the opportunity of explaining some of these issues.

Kind regards, Mike, Spaceships Crew

Spaceships Rentals (UK & Europe) からの回答

2022年7月21日

Hi Christopher, thanks for taking the time to leave a review.

We are extremely sorry we had to cancel your booking. This is obviously not something we do lightly: it is very much the last resort when we have explored every other possibility.

Unfortunately the motorhome experienced an electrical fault. We are unable to repair that and the vehicle needs to go back to Fiat and we can't predict how long that repair will take. This affects a number of bookings including yours, as it is our absolute peak season and we have no additional vehicles available. We don't select your booking randomly. All other vehicles are out or being collected or dropped off on other days. This was unfortunately the vehicle allocated to your booking and we don't have a replacement or alternative available. That is a highly unusual situation for us.

We have 25 motorhomes and 10 campervans at our London branch alone, so we are probably one of the most reliable and dependable motorhome rental companies in the UK. It is only a combination of extreme circumstances that has resulted in us regrettably having to cancel your booking.

Sincere apologies again and thanks for giving us the opportunity to explain this unusual situation.

Kind regards, Mike, Spaceships Crew

Spaceships Rentals (UK & Europe) からの回答

2022年7月21日 に更新

Hi Melanie, thanks for that lovely 5 star review and recommendation.

We're delighted that you had a great #spaceshipsroadtrip and a brilliant holiday. That's what it's all about for us, creating unique experiences and memories that stay with you forever.

Thanks and kind regards, Mike, Spaceships Crew

Spaceships Rentals (UK & Europe) からの回答

2022年7月11日

Hi Ma,

Merci d'avoir pris le temps de laisser un avis.

Nous sommes vraiment ravis que vous ayez vécu une belle aventure - c'est ce qu'est un #spaceshipsroadtrip !

Nous sommes surpris de la literie et de l'état général du van. C'est un camping-car conçu sur mesure qui est nettoyé et contrôlé en plusieurs points entre les locations. De plus, la literie est lavée par un spécialiste tiers, mais je transmettrai ces commentaires à notre équipe.

Merci et salutations, Mike, Spaceships Crew

Spaceships Rentals (UK & Europe) からの回答

2022年7月6日

Hi Tom and thank you for that lovely 5 star review and recommendation.

We're delighted that our systems worked for you and that your Spaceship gave you the opportunity to explore some of the UK and Europe. 35 days is a great #spaceshipsroadtrip!

We hope we will see you again in the future for more Space travel, and we look forward to giving you a 5% discount as a repeat customer.

Thanks and kind regards, Mike, Spaceships Crew

Spaceships Rentals (UK & Europe) からの回答

2022年6月21日 に更新

Hi Lorna,

Thanks for taking the time to leave your feedback and review.

We're very sorry that on this occasion the motorhome did not live up to your expectations. However, I should point out that we did reply to your email and try to explain some of the challenges we face.

The damage to the motorhome was minor and purely cosmetic. We send pre-collection images so we both know that any damage has been recorded. We accept there were some slight scratches to the bodywork. One of the pictures you sent showed a small hole in the blue decorative vinyl on the exterior of the vehicle.

Sadly, it is just impossible to repair that kind of surface damage between hires. With regard to the interior, we do multi-point check and thoroughly clean the vehicle. I have checked the pre-collection emails and the vehicle looks clean and in good condition. We also explained that because of the post-Brexit supply chain challenges, some parts that we might have replaced, we have had to repair as we just can't get those replacement parts. We either repair them or cancel a customer's holiday, sometimes at very short notice. We believe it is better to repair minor cosmetic damage rather than cancel a holiday.

As my colleague pointed out in his detailed reply to you, we use "Luxury" as a reference to distinguish from our other motorhome style "Family". Given that it has underfloor heating, a fixed double bed in an en-suite separate bedroom, with separate shower and loo, a fully fitted kitchen with oven, hob and 140 litre fridge/freezer, a dual LPG/electric hot water and heating system, a living area and a second double that lowers from the roof, it is a fairly luxurious specification for a campervan or motorhome.

I am pleased that the customer service was good though, and we very much hope that any cosmetic damage didn't spoil your enjoyment of the trip.

Thanks again for your feedback and for leaving your review.

Cheers, Mike, Spaceships Crew

Spaceships Rentals (UK & Europe) からの回答

2022年5月16日

Hi Paul and thanks for the fantastic 5 Star review!

We're glad that our crew looked after you and the service was good, but most of all, we're delighted you had a wonderful time. That's what it's all about!

Thanks and hope we see you again for more Space travel in the future. Don't forget, as a repeat customer you can get a 5% discount on future rentals.

Thanks and regards, Mike, Spaceships Crew

Spaceships Rentals (UK & Europe) からの回答

2022年5月11日

Hi Gary and thanks for taking the time to leave a review.

Unfortunately, as a result of the Covid pandemic, we had to take the difficult decision to move to contactless pick up and drop off. This is referred to throughout our website. We felt we had to put the safety of both customers and staff first and this procedure was also part of a general responsibility to help reduce the spread of Covid. Unfortunately, this presents operational challenges for us too.

As a result, we have a series of pre-collection emails that are sent out with directions to the branch, where the key boxes are located (which is right at the front of the branch) , confirmation of pick up times and full vehicle familiarisation videos showing all the features of the motorhome and how to operate them. It's a digital handover which seems to work well for most of our customers.

The heating, fridge, hot water etc can work from both electricity and LPG gas. LPG is a consumable, like diesel for example, and customers can fill up with LPG at filling stations. In addition, since your hire, we now have LPG at both our branches, and the vehicles are collected with a full LPG tank.

The same goes for water. We can fill the water tank, but it does make the vehicle heavier which affects fuel consumption. Many motorhomers prefer to travel with the tank empty and then fill up at their camp site.

I appreciate that your power cable developed a fault. Unfortunately that can happen, but you did speak to our customer service team who also sent multiple emails giving you further support. We also suggested that if you needed to buy a replacement cable we would cover that cost. As it turned out, you managed to get the cable working again on your trip.

As you rightly state, after picking up in London, you also called into our Edinburgh branch where we gave you further support. On top of that, we gave you two extra days free of charge as a goodwill gesture in light of the inconvenience resulting from the power cable.

Finally, we notice that your review comes the day after we had to issue a further charge for an unpaid toll. Obviously this is beyond our control and would not have been levied if you had paid the original toll charge.

Thanks again for taking the time to review and for giving us the opportunity to explain why we have certain procedures in place and the level of customer support we offer. Given the facts that we offered you extensive customer support, offered to buy a replacement cable if required and gave you two free days rental, we hope you might consider increasing your two star rating of Spaceships.

Thanks and kind regards, Mike, Spaceships Crew

Spaceships Rentals (UK & Europe) からの回答

2022年4月27日

Bonjour David et merci pour la fantastique critique et recommandation 5 étoiles.

Ravi que vous ayez apprécié vos Spaceships en Écosse et que notre équipage soit resté en contact avec vous.

J'espère vous voir pour d'autres voyages dans Space à l'avenir.

Cheers, Mike, Spaceships Crew

Spaceships Rentals (UK & Europe) からの回答

2022年4月26日

Hi Scott and thanks for taking the time to leave a review.

We're sorry you had some technical issues on your road trip. We are aware that we spoke to you on the phone and advised you that the light would stay on but the power should be OK. We asked you to contact us again if the vehicle should go into "limp" mode, but had no further contact. We would have been able to offer further support if this problem persisted.

With regard to the vehicle handover, unfortunately we had to introduce a contactless pick-up & drop-off service as a result of the Covid pandemic. We took the difficult decision based on the fact that if one customer is Covid positive, we could unwittingly spread the virus to more customers that day who are travelling to all parts of the UK and potentially Europe. It was a policy based on the health & safety of our customers and staff as well as a general responsibility to help reduce the spread of the virus.

We have put a vehicle familiarisation video in place which is emailed to you prior to collection as well as introducing an online support platform to help with issues like the heating and hot water settings etc.

Thanks again for your feedback though and we hope that it didn't spoil your #spaceshipsroadtrip.

Cheers, Mike, Spaceships Crew

Spaceships Rentals (UK & Europe) からの回答

2022年4月11日

Hi Justyna and thanks for the fantastic 5 Star review!

We're delighted you had a great time in Cornwall and that our crew could help you extend your trip. We hope we'll see you for more Space travel in the future!

Cheers, Mike, Spaceships Crew

Spaceships Rentals (UK & Europe) からの回答

2022年3月7日

Hi Harley and thanks for the 4 star review.

I'm sorry you thought the motorhome wasn't top spec, because our crew work hard to make sure every vehicle is in great condition. We have had a couple of issues in getting replacement parts following disruptions to the supply chain following the pandemic, but this isn't usually noticeable.

Glad you enjoyed your trip and that our customer support crew looked after you and you had an easy pick up and drop off.

We hope we'll see you again in the future for more Space travel!

Cheers, Mike, Spaceships Crew

Spaceships Rentals (UK & Europe) からの回答

2022年2月22日

Hi Juan Maria,

Thanks for leaving that amazing 5 Star review. We're all delighted that you had a perfect #spaceshipsroadtrip!

We hope we will see you again in the future for more Space travel, and don't forget that we offer a 5% saving for repeat customers.

Cheers, Mike, Spaceships Crew

Spaceships Rentals (UK & Europe) からの回答

2022年2月15日 に更新

Hi Briony,

Thanks for taking the time to leave your review, and I understand that you are upset that we have charged a fee for returning the vehicle without properly cleaning the toilet cassette.

We have done everything we possibly can to avoid this. In the vehicle return email we send to all customers, we advise that there is a charge if the cassette is not properly cleaned. We recommend that this is done at a camp site with a proper waste disposal point and include a video showing you a step by step simple way of how to do this.

Unfortunately you didn't follow this procedure and by your own admission tried to empty and clean the cassette in a field. The last thing we want to do is levy this charge and we've done everything we can to help you to avoid this.

It's clearly not a scam. We advise you of this in advance. You didn't empty and clean it properly and now we have to rectify that.

The motorhome is cleaned to a high standard and my colleague Ryan explained that he replied to your email enquires. The phone number isn't fake. We've been trading for 12 years and have mostly 4 and 5 star reviews.

I'm sorry you are upset by the outcome of this but all you had to do was follow the guidelines we sent you to avoid it.

Thanks again for giving us the opportunity to explain this matter.

Regards, Mike, Spaceships Crew

Spaceships Rentals (UK & Europe) からの回答

2021年12月17日

Hi Dan and thanks for the fantastic 5 Star review.

We're glad that the contactless pick-up/drop-off worked well for you and that you had a great #spaceshipsroadtrip, even in a chilly Scottish winter. The motorhome is perfect for a winter break with central heating, hot water & shower and a cosy living area.

Hope to see you again for more Space travel in the future!

Cheers, Mike, Spaceships Crew