Hello 😊
Thank you so much for sharing your detailed feedback about your experience with us! We truly appreciate your insights, as they help us pinpoint areas where we can enhance our services.
We're genuinely sorry to hear about the challenges you faced while interacting with our team members. It’s never our intention for our customers to feel rushed or dismissed, and we apologize for the lack of clarity and support you experienced upon your arrival. We’ll make sure to address this with our staff to ensure they provide the warm and attentive service that every customer deserves.
There is a lot of information to absorb, and we understand your frustration about not being assisted efficiently. Please know that your feedback will help us refine our processes and improve the information we provide to our customers in the future.
The navigation system is indeed having some technical difficulties. We addressed this issue during check-in and included tips in the leaflet, but it’s possible you may have missed that information. To assist our customers, we are now offering free Wi-Fi so they can use their phones for navigation without using their data, and we extended this offer to you for your entire rental period.
We apologize for any issues you encountered with the vehicle. However, we want to clarify that we don’t use studded tires nor advertise the campers as such because, often, when the studs wear out (which they tend to do when drivers are inexperienced), the tires can be slippery and dangerous to drive on. Instead, we utilize micro-cut winter tires on our Easy Funs, which have proven to be very effective over the past few years.
We understand how important clear communication and comprehensive vehicle information are for our customers. We strive to be transparent and have made our vehicle specifications incredibly clear on our website. We provide detailed information about the camper, its equipment, and our insurance to help our customers make informed choices.
It seems there may have been a misunderstanding about the insurance. The Zero Risk Insurance covers any damages to the camper, whether caused by you or another driver, and this is clearly outlined on our website, in the instructions from my colleague, and in the additional leaflet. While there are some limitations, these are standard and pertain to illegal activities under Icelandic law.
For the complimentary insurance, we provide CDW coverage for damages to the camper van at no extra cost, capping your self-risk/excess for damages at 450,000 ISK, which offers you substantial protection.
In Iceland and the majority of other countries, there’s an important document called an "accident/incident statement." This document is essential in case of an accident, as it helps clarify the circumstances and is vital for insurance companies and legal teams to determine fault and liability. We ensure all our customers are informed about this procedure before their trip, as it is a civic responsibility shared by all drivers.
Before each rental, the camper underwent thorough inspections, and we didn’t find any faults when it left our workshop. Unfortunately, we were unaware of any issue you were experiencing with the lights during your trip, as there was no mention of it in our conversations. However, we are using standard lights, and we have not modified them in any way. We always encourage our customers to reach out to us through any of our available channels (chat on the provided tablet, email, or phone) if they encounter any problems while on the road, as we’re here to assist (and very happy to do so) when we know about the situation. Upon your return, we checked the lights, and they were functioning properly.
Thank you once again for your valuable feedback. We truly hope you’ll consider giving us another chance in the future, as we’re committed to providing a better experience for all our customers!
Florentina @ CampEasy