Thank you for giving us the opportunity to reply to the below received as a feedback from your client Mr Massimo on Jeanneau Sun Odyssey 42 i Performance from 25/06/2022 to 09/07/2022 in Lefkas.

First of all , we are sorry reading the below comments / feedback for the service provided , even though there are clear arguments for almost everything mentioned in the below , for which we would like to share them with you.

1. First to be mentioned is the 2/5 rating for the inventory of the yacht. We are attaching you the full inventory list with photos for every item onboard S/Y Waterproof that is presented to the client during check in for confirming the good condition of everything onboard as well as to facilitate him to identify everything onboard with the assistance of course of the responsible check in person. 

We believe that there are currently very few chartering companies in Greece offering so many details for the inventory with photo-proof of every item onboard and receiving a 2/5 rating for our inventory is beyond any expectation. As Marenauta is a partner for us with  repeated cooperation, kindly request to check the attached and inform us if the inventory itself or the overall mentality of our company to have a photo record for everything onboard and the inventory itself, deserves a 2/5 rating for the inventory or not.  We want always to provide to our partners all necessary information for a fair cooperation.

2. For the low rating of cleaning 2/5 , this is of course the most challenging to be answered as it is more difficult to give straight evidence for the quality of the cleaning. However , we attach you the “Yacht  Cleaning – Check List Protocol  -Lefkas and Lavrio Base signed” which the  standard check list/protocol which is signed by our cleaning team supervisor confirming the final outcome after cleaning.  

In any case , we submit you the cleaning check list /protocol for your information as well as we sent you also the virtual tour of the yacht which shows the condition of the yacht always on departure. ( all bed linen / towels , blankets etc are in all beds irrespectively of the number of passengers, well mopped and sanitized as per attached certificate). The virtual tour of the yacht , showing its condition on departure of the charters is the below: https://www.myholidays.gr/en/waterproof.

If the client was not satisfied by the quality of cleaning , they could ask to be cleaned again but never raised such a request on check in.

3. For the assistance in navigation, that Mr Massimo gave us a 2/5 rating , we are really struggling to understand what they needed more.  The yacht is equipped with 10 printed charters covering the whole area of Greece in details , Greek water pilot , navigation instruments as well as a brand new 9” Garmin plotter with touch screen function with WIFI extension to be connected on Internet.  If your  “Assistance in navigation” concerns other aspects of the chartering which were not in line with expectations , please let us know. In the meantime, we are attaching you the printscreen “assistance in navigation” -extract from inventory list - showing proof for all the above mentioned.

4. In respect to the tender outboard engine, indeed Mr Massimo called the base manager (Mr Kostas) for the problem he experienced with the outboard . Base manager , explained him that the outboard should be kept always vertically when transferring the engine from storage position to the dinghy if not the fuel switch is cut off , otherwise its carburettor becomes full of oil and fuel and is not easy to start the engine and needs a lot of attempts to restart it. This is the normal procedure of handling all outboard engines, not only the one of S/Y Waterproof and was demonstrated and explained in check in. Despite the fact that there was not any problem with the outboard engine as it was always restarting after eliminating the excess fuel from engine’s carburettor  after cranking several times the engine , a brand new engine was sent to the charterer in order to satisfy them without charging them. 

5. For the mentioned problem of bow thruster, indeed when the fuse is tripped after extensive use , it is not possible to operate the bow thruster.  The same is for the windlass, and any other power consuming equipment which all have the thermal fuse installed to protect them from abnormal use or low voltage if the charterer has not ensured that adequate battery charging / voltage exists in order to use the high power consuming equipment.  This is by no means a fault of the yacht or result of poor maintenance.  If the charterer by mistake or improper handling energizes the thermal fuse which has the purpose to protect the electrical equipment , the only action needed is to reset the fuse and be careful next time with the operation / handling of the bow thruster not exceeding the nominal parameters.

6. For the mentioned empty spare  gas bottle , if this is the case and was created inconvenience to the charterer by a forgotten gas bottle, we are sorry for this  if our people forgot to renew the one of the 2 gas bottles,  but still needs to be answered why was not mentioned by the charterer during  check in , in order to accept the yacht.

7. For the toilet pumps leaking it is the first time we have this information and during check out also was not any such an observation. Needless to say that the yacht is chartered since beginning of the summer non-stop and there was never such a problem mentioned or observed during check out . Same applies also for the comments of the sailing ropes arrangement.  Chartering yachts are not customized as per charterer’s wish. ( especially without a special request)  There is the standard arrangement as set by yacht’s manufacturer and we follow this set up which is the most anticipated by all other charterers.

8. Last , but not least , the  charterer never called the owner of the charter company ( even though there is a direct tel number in “BASE info  which was sent by email on 23/12/2021 to Marenauta and handed over to charterer also. The “Base info & FAQ’s”  specifically mentions as “ Emergency telephone number (if client has a problem during charter): Mr Theodoros : +30 xxxxxxxx”. Did ever charterer called the owner of the company ( that is Mr Theodoros and not the base manager ) in case they had problem during charter  as the informative document was specifying exactly ?

Of course, our intention is not to argue with charterer / your client. But basis on our repeated and good cooperation with your agency and multiple charters, we believe it is apparent that charterer Mr Massimo, did not understood fully neither the instructions of operating the onboard equipment during check in, not checked properly the yacht at his satisfaction while in base,  nor he read all the necessary information for the charter. (Including mentioning in time (!) to the owner of the company as the relevant document specifies, any issue he may considered to be a problem during their charter)

Instead of this, 3 months later we receive a bad review for which of course we are really sorry of reading it but we believe we gave adequate information and arguments to prove that we are a serious company taking into very serious consideration any feedback from our clients and deeply apologize when our clients are not satisfied with our service,  even though for this specific case we believe is apparent after all this arguments we gave you what was really the cause of this feedback.

Attached , all relevant arguments / proof for the mentioned above.