This article explains what to do if a Traveller reports that the motorhome isn’t as described or if features are missing, including how to handle the situation and possible compensation.
What if a Traveller reports that the vehicle isn’t as described or features are missing? ⌄
If the motorhome isn’t as described or if some features are missing, the Traveller may be eligible for compensation, according to article 6.19 of our Terms & Conditions. Here’s what should happen:
- The Traveller should inform you: If the Traveller notices an issue at the start of the trip or during the booking, they should let you know as soon as possible.
- Agree on compensation: Try to work out a fair compensation with the Traveller for the inconvenience.
- Write it down: Once you’ve agreed, make sure to write down the details on the Goform.
- If you can’t agree: If you and the Traveller can’t reach an agreement, Goboony will step in. We’ll decide on the refund amount based on the Traveller’s evidence and our guidelines. But keep in mind, we don’t cover any additional costs.
Important: If the motorhome isn’t available or isn’t as described, the Traveller can refuse it and cancel the booking. Goboony may ask for details to confirm what happened.
What is the impact on my hire earnings? ⌄
If something goes wrong during the booking, here’s how your earnings could be impacted:
- Minor issues (like the TV, awning, or air conditioning not working): You might need to refund 5–15% of your earnings for the days affected.
- Major issues (like no electricity, hot water, or cooking facilities): You might need to refund 15–30% of your earnings for the days affected.
If the Traveller refuses the campervan The Traveller can cancel the booking for free. Goboony will ask for proof to confirm the situation.