Francesca,I'm sorry to hear that you felt the need to leave such a disappointing review and share negative feedback with others. While I acknowledge your concerns, I believe there are always two sides to every situation. In my experience with previous renters, I have never received complaints of this nature, especially ones that I find to be both minor and somewhat misleading. I always strive to accommodate my renters in every way possible as almost all my reviews are positive. Given the longer duration of your rental, I even provided you with additional mileage beyond the standard limits which I’ve never done with any renters and I wish you also mentioned that I was kind enough to give you a bottle of wine. (Sorry it wasn’t a croissant!). It was made clear from the beginning that the van does not come with unlimited mileage, and based on your itinerary, you were aware that you would exceed the mileage allowance, even with the extra miles I extended. Your poor planning unfortunately cost you more than 1k extra miles that seems to me you can’t afford to pay and made you a bitter individual. Additionally, I offered you both a ride back to your hotel to further accommodate you. (De rien!)It is unfortunate that you experienced a flat tire during your trip, but your claim that the 2020 commercial tires were old is simply not accurate. While I do my best to ensure the vehicle is in excellent condition, I cannot control the state of the roads or how the vehicle is driven. During the tire incident, I made every effort to contact Outdoorsy to address the situation. Although you were in Yellowstone with no service, I spent the entire day calling to make sure help reached your location. The van has traveled extensively without issues, but naturally, wear and tear can occur depending on how well renters handle the vehicle. You were also advised not to drive the vehicle flat, but both lack of common sense did not help situation. It is NOT feasible to replace the tires after every rental, nor it is necessary, given that these tires are regularly inspected and maintained. I understand your lack of experience in operating the van is less than mediocre, but since you don’t own one i felt sympathetic.
In addition, please both of you learn to properly speak English in person. It’ll help me, help you.As for your other complaints, I understand the van may not have met your expectations. However, please keep in mind that this is a 2012 camper van, and was built very thought out with OUR best interest on what a great build out would be. Keep in mind this is a rental vehicle it doesn’t mean you can throw things away that other renters might need and rearrange things for your convenience and not put it back. All vehicles, especially camper vans, have their own imperfections. My priority is to ensure that the van is well-maintained and operates safely. If there were any serious issues, I would not have rented it out. I spent 30 minutes to show you both and ensure everything works and reminded you that don’t fixed anything without messaging me because 90% of the time its user error. Renter also stated that he tighten a screw since it was loose because he is an engineer. (NOT joking)
It seems your expectations for a camper van were particularly high, and for future trips, I would recommend getting a hotel, a cabin, or a house boat??? to avoid any potential disappointment (but I can’t guarantee that because of your terrible entitlement)Your accusation that I have been dishonest and misleading is particularly disheartening. I have documentation of the van's condition, both before and after your rental, as I am required to take photos and asks for your signatures to complete the key exchange. I also encourage renters to do the same for their own peace of mind prior to taking the van (which again common sense). For you to claim that the damages were not caused by you is, in my view, unfair. What disappoints me the most is your lack of accountability for the damage, while still expecting additional discounts even after returning the van in poor condition. All I ask from renters is that they respect the van and take responsibility for any issues that occur during their rental. This van holds significant personal value to us, as we use it for our own adventures. Any damage affects us deeply, as we are the ones responsible for repairs.While your review is negative, the vehicle accomplished to take you to places you’ve never been and back. For other host please BEWARE!
I hope that future renters take the time to read my response carefully and consider both sides of the situation. (You can’t please everyone!) We believe this van offers a wonderful experience, with plenty of space and a welcoming atmosphere—the very qualities we aimed to create in a camper van.
