Jonathan
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This was our first time using a motor home so we have nothing to compare it against but there were a number of issues that we weren’t impressed with. Firstly, citing Covid-19 as the reason, there was no face to face handover of the vehicle which meant we really did have to learn everything ourselves from the off. Yes, we did get an instructional video, but that is not as good as a proper handover. On our first day of driving we forgot to secure a back window and it ended up flying off and smashing on the road behind us, which could have been very dangerous for any vehicle following us. Not only was the importance of securing the windows not made clear (due to no handover and only a small sign in the vehicle itself) but when we called the helpline to explain what had happened we effectively waited two hours to be told to cover the gap with a bin liner and tape. There was also no follow up contact to check that we were OK with this makeshift remedy and it wasn’t covered by the extensive insurance that we had taken out. The vehicle had just over 100 miles in the tank when we picked it up which means you are instantly having to think about topping it up, and the forecourts looked quite daunting to a novice driver like myself. The 5th seat is very badly positioned, meaning that whoever sits in it has no window to look through, which when you are touring a new landscape is particularly harsh on that individual. The TV was almost pointless. Unless you are standing directly in front of the screen then you can’t see the picture, so family nights around the TV watching DVDs were a complete non-starter. On the positive side, it was great to drive, the kitchen area was very well designed. Vehicle felt secure, bedding provided was good as were the camping chairs and table. We would fully recommend the experience, but very unlikely that we would use Spaceships again.
Response from John
Hi Jonathon,
Thanks for leaving a review and for your feedback.
Firstly, we are delighted that you had a great holiday in your Spaceships motorhome.
With regard to the handover process, we are aware of our responsibilities to help reduce the risk of inadvertently spreading Covid 19. If one of our staff members were to contract Covid 19, imagine the potential number of people that may be infected. 30 customers a day going to 30 campsites etc.
So to reduce that risk to zero, we now have a digital handover. As you will have seen, we send an email with contactless pick-up instructions and a time slot for you to collect your Spaceship. On this email is a full 15 minute handover/familiarisation video. We state in the email that because we are not providing a full handover in person, it is essential that customers watch the video and save it to their phones before collection. In the video, it stresses the importance of checking around the vehicle before driving to ensure that all windows and doors are securely shut. As you pointed out, there is also a sticker inside the motorhome reminding you to make sure the windows are shut. Most feedback we receive also highlights that the video is more beneficial in that it can be referred back to at any time should you forget anything as a lot of people struggle to take in all the information when being spoken at for 20 minutes.
When we receive a report of damage to the vehicle, we try to consider all options. This will include a vehicle exchange, roadside support or repair or to arrange a replacement at a garage or dealer. These things will all have taken time out of your holiday. We will have examined all these possibilities before coming back to you. In this instance, in the busiest month of August, the best solution was a temporary cover until we could get the vehicle back at the end of your holiday.
We have various levels of insurance, and while our all-inclusive insurance covers all damage to the vehicle, we cannot be responsible for damage caused through negligence.
The email also advises that the fuel tank will be at least 1/4 full and should be returned at the same level. We provide a photo of the fuel tank to help you, as well as a return email to remind you of this. This seems to be the fairest way. Customers pay for just the fuel they use.
With regard to the seating and TV, these are designed and fitted by the manufacturer, Adria, who are renowned for their excellence in interior motororhome design and therefore completely outwith our control.
We're also pleased that you were happy with the extra kit we provided, and as I said initially, the most important thing is that you had a great experience.
Thanks again for your feedback and for giving us the opportunity to explain some of the operational points you raised. I do hope we will see you again at some future point for more Space travel.
Thanks and kind regards,
Ryan, Spaceships Crew