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• Ivor Rowe

  5 July 2023 in 12:46

  1.5

  Credible feedback Rate your review 0

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  Service

  20%

  Personnel

  20%

  Quality

  20%

  Cost

  60%

  Lacking in client support

  A disappointing experience (May 13th-20th 2023) with a poorly maintained and ‘unseaworthy’ boat (Celia, chartered from Sailing Club Vranjic) left us stuck in harbour having repairs done when we should have been enjoying our holiday. A hull-window fell out in poor weather leading to us taking on sea-water… Read more

  Minuses

  • Poor customer support

  3 response time

  Reply to a review

  I don't recommend it

  1.5
  • Ivanka Nedelchuk Ivor Rowe 17 July 2023 in 21:14

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    Dear Lennox Groves,

    We apologize for any inconvenience during the charter.

    When you informed us of the difficulties with the charter, we immediately contacted the charter company. We were informed that the window had fallen out due to the severe storm and waves hitting the yacht. Prior warnings of adverse weather conditions, including winds up to 40 knots, have been provided but unfortunately have not been taken into account by you. Such incidents can occur during transitions in hazardous weather conditions, especially considering the age of the yacht (2002).

    The terms and conditions of the charter contract stated, that “The customer shall not leave the port or anchorage if the wind force exceeds or is forecast to exceed 30 knots, or if the port authority imposed a swimming ban. …"

    Despite a breach of contractual terms on your part, the charter company did not charge you for the broken window. Unfortunately, due to the weather, the repair team was not able to get to you in time to replace the window.

    In addition, the charter company informed us that they covered the cost of your mooring in Hvar (as you needed to sail there for window repairs) and organized your transfer from the airport to the base and back without requiring any compensation from you.

    We understand how you feel. But we cannot demand compensation from to the charter company on your behalf, taking into account the circumstances. Thank you for your understanding!

    Best wishes,
    SEARADAR Team

    Answer
  • Ivanka Nedelchuk Ivor Rowe 17 July 2023 in 21:21

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    Good afternoon!

    Thank you for your feedback. We are sorry to hear about the inconvenience you experienced during the charter.

    When you first wrote to us about your problem on the charter, we immediately contacted the charter company. We were informed that the window had fallen out due to the severe storm and waves hitting the yacht. Advance warnings for adverse weather conditions, including winds up to 40 knots, were provided, but unfortunately not you are accounted for. Such incidents can occur when sailing in hazardous weather conditions, especially considering the age of the boat (2002).

    In the conditions your charter contract stated that “The client shall not leave the port or anchorage if the wind strength exceeds or is forecast to exceed more than 30 knots, or if the port authorities have imposed a sailing prohibition. …"

    Notwithstanding your breach of contractual terms, the charter company will not charged you for the broken window. Unfortunately, due to inclement weather, the repair team was unable to arrive at your location in time to replace the window.

    In addition to In addition, the charter company informed us that they covered the cost of your mooring in Hvar (as you needed to sail there for repairs windows) and organized your transfer from the airport to the base and back without requiring any compensation from you.

    We understand the frustration caused by this situation. But given the circumstances, we cannot claim compensation from the charter company on your behalf. Thank you for your understanding!

    С

    Answer
  • Ivanka Nedelchuk Ivor Rowe 17 July 2023 in 21:30

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    Hello,

    We apologize for the inconvenience you experienced during your charter.

    When you initially reported the situation to us, we promptly contacted the charter company. They informed us that the window fell out due to the severe storm and waves that hit the yacht. Prior warnings about the adverse weather conditions, including 40 knot winds, were provided, but unfortunately, they were disregarded. It’s worth noting that such incidents can occur when sailing in dangerous weather conditions, especially considering the age of the yacht (built in 2002). Furthermore, sailing with a broken window in the rain posed a safety risk as it is located in the vicinity of the AC electronic system.

    The terms and conditions of your charter contract explicitly state that "The End User is obliged not to leave a port or anchorage if the wind force is or is predicted to be over 30 knots, or if the harbour Authorities have imposed a prohibition of sailing…"

    Despite the breach of the contractual terms by sailing in unfavorable weather conditions, the charter company did not charge you for the broken window. Unfortunately, due to the inclement weather, the repair team was unable to reach you in time to replace the window.

    Additionally, the charter company informed us that they covered the expenses for your mooring in Hvar (since you had to sail there for window repair) and arranged for your transfer from the airport to the base and vice versa, without requesting any compensation from you.

    We understand the frustration caused by these circumstances. As of now, we have not received any documentation regarding the issue you raised, which prevents us from seeking compensation from the charter company on your behalf. Thank you for your understanding.

    Best regards,
    SEARADAR team

    Answer