Mark
Response from Jamie
We strongly refute the characterisation of this review and would urge anyone reading it to consider the facts.
When a call was received reporting issues, our engineer attended and found the following: the engine warning light was a standard AdBlue top-up notification — a routine manufacturer prompt, equivalent to a screen wash light, not a fault. The heating issue was confirmed as user error and resolved immediately with an engineer reset. There was nothing mechanically wrong with the vehicle.
Despite that, we chose to go further than any operator could reasonably be expected to. We cancelled Mother's Day entirely — our children, our parents, our plans. We were up at 7am and on the road, and we drove 15 hours in a single day. Prior to setting off we discussed and agreed the replacement vehicle with the renter, and we were still removing the factory wrapping from a brand-new 2026 six-berth Roller Team 707 as we made our way to Wales. On arrival, the replacement was handed over, the contract was formally changed over, and it was accepted without objection. We also filled both fuel tanks, meaning the entire journey from Kent to Wales cost the renter nothing.
We would genuinely challenge any other motorhome hire company in the country to point to a comparable response. Travelling 15 hours on a public holiday to deliver a brand-new, factory-fresh vehicle at our own cost is not a lack of accountability — it is the opposite. Our position is clear: we did absolutely everything in our power to ensure this family's holiday could continue, and we believe any reasonable person reading this will recognise that.
After all of this, the renter returned the vehicle two days early — citing that it did not meet their expectations — and subsequently demanded a full refund. A formal dispute was raised through Goboony. We disagreed with the outcome given the extraordinary lengths we had already gone to entirely at our own expense, and we are pursuing the matter through the appropriate channels.
We stand fully by our conduct throughout this hire. We invite anyone considering booking with us to read our wider reviews, which reflect the standard of service we consistently deliver.
