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#302296 13-Nov-2022 16:06
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Looking for advice on what the community thinks is an acceptable solution to the issue below.

 

12 months ago I booked a motorhome for 7 nights to be used in February 2022. The total cost was $2,443 (daily rate of $290 plus $59 a day for no liability insurance). We paid a 30% deposit of $733. Of course, when February came we entered our Omicron wave and the red traffic light setting was introduced so everything had to be cancelled. No problem, our deposit was transferred to a credit note to be used against a future booking. All fairly standard and in accordance with the terms and conditions and something that we've all become familiar with since the pandemic.

 

The problem is that now we want to redeem that credit and book new dates, the daily rate has been hiked up to $639 a day. The no liability insurance still remains at $59 a day so go figure that one? So for the same 7 day trip we'd now be looking at a total cost of $4,886! Precisely double what we were due to pay just 9 months back in February. Now I understand costs have gone up but inflation is running at only ~8% and this company has hiked their daily rate up by 120% in just 9 months. 

 

Now what do you think is a reasonable outcome to expect from this situation? This company has $733 of my money (they've had it for over a year). I don't want to lose that money but I'm not about to give them another $4,100 just so I don't lose $700! I've asked them to quote me a more realistic daily rate considering the rate that I had reserved just 9 months ago. If they're unwilling to quote a more realistic rate then I've stated that I expect a full refund of my deposit. I understand its not in their T&C's but nor is a doubling of the price in just 10 months. If the price had been $639 a day when I first booked I would have found something else.

 

I'm yet to hear back from them, keen to know what you think is reasonable?


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Linux
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  #2995513 13-Nov-2022 16:15
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Not much you can do price has increased and you have your credit note as per T&Cs




  #2995526 13-Nov-2022 16:35
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In addition to there being major seasonal variations in motorhome daily rates anyway, there were substantial reductions when we had no overseas tourists here. Rates have gone right back up now. I've just faced the same with some "flexichange" air bookings I had for a few weeks ago that we needed to move to next year. Yep could transfer the $'s, but airfares have gone up, so had to pay the difference.

 

I think you are just going to have to suck it up.


  #2995539 13-Nov-2022 17:28
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It's not a seasonal issue, the original reservation was late February and the latest enquiry I've made is also late February. Just 12 months apart.

 

I can accept the limited tourists earlier in the year as a causal for a price increase. However the $290/day in my original booking was comparable to trips I had taken in 2017 and again in 2019 in similar sized motorhomes. I don't object to a price increase, that was to be expected. Its the extent of the increase that I just can't accept.

 

Anyway, if they insist on the current pricing of $639/day then they won't see another cent out of me. I would rather they keep the $730 than give them another dollar.




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  #2995598 13-Nov-2022 18:26
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They don't have enough camper vans so they won't care

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  #2995608 13-Nov-2022 19:04
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If you still have any quotes from the other providers you had shortlisted last time then maybe get a current quote from them to see what their rate is for your new dates? Then you can see if market rates have gone up and by how much.




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  #2995649 13-Nov-2022 21:22
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I don't see the issue here. I am in the same boat with Air NZ credit issued to me for flights booked on xx date and yet I need to pay more if I wanted to book the same class/route/dates/etc on yy date. Or maybe it would be cheaper, it can go both ways but usually up. That's just how it works. One advantage of getting credit back in dollar values is that you can book any future service and just credit the dollar value and pay any difference if any. I have done this by using the credit towards other smaller trips instead of postponing the big trip I originally booked which is now no longer worth doing.

 

I assume you still have the option to change details of the booking e.g. different date, reduce duration of trip, etc to reduce the costs. If you want exactly the same as what you originally booked then seems reasonable that you pay the going rate and accept that in your case the credit will only cover part of the current price.


  #2995709 14-Nov-2022 08:28
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As I said in the OP, I don't have an issue with an increase in cost, its the extent of it. A 120% increase in less than 10months is bordering on extortion when they already have my money.

 

 

 

It looks like I'll be forfeiting my deposit then as I won't give them another dollar.


 
 
 
 

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  #2995712 14-Nov-2022 08:32
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Senecio:

 

As I said in the OP, I don't have an issue with an increase in cost, its the extent of it. A 120% increase in less than 10months is bordering on extortion when they already have my money.

 

 

 

It looks like I'll be forfeiting my deposit then as I won't give them another dollar.

 

 

I'm on your side here. 

 

I feel like the increase is outrageous and they should give you your full deposit back, as they're not looking at providing a like-for-like service here. A moderate, market-influenced increase you could understand. 120%? No. That's simply gouging the customer. 

 

I hate the idea of getting a credit as a refund option. It's just all weighted to the retailer/provider and offers little benefit to the consumer. Ties your money up, while you have no guarantee that you can make use of the credit. 





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  #2995742 14-Nov-2022 09:15
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I feel your pain, but back in Feb 2022 NZ borders were closed to tourists and travel/campervan/carhire companies offered heavy discounted rates to keep them alive.

 

Borders opened, tourists are coming, booking campervans, motorhomes and any other thingies tourists usually book.

 

I was fortunate enough to enjoy all the discounted perks over last 2 years and never been able to spend over 1k (each trip) for return flights from AKL to Queenstown, 5-6 nights accomodation, car hire and still have money left to buy couple bottles of nice red wine :)

 

Shame, affordable traveling around NZ is no more again.

 

 





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  #2995969 14-Nov-2022 12:55
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kiwiharry: If you still have any quotes from the other providers you had shortlisted last time then maybe get a current quote from them to see what their rate is for your new dates? Then you can see if market rates have gone up and by how much.

 

Thanks for the suggestion, I've just done this. Now I'm only going from memory, so the results are in no way scientific but it's clear that the market rate has clearly increased significantly. I would estimate that most other campervan rental companies are in the region of 50-75% more expensive now than when we were looking a year ago. 

 

It looks like I just backed the wrong horse who have increased their rates by roughly twice the market increase. Oh well, live and learn.


  #2996067 14-Nov-2022 16:00
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Don't know if moving the date away from February works for you, but I just had a look at the Britz (who we used earlier in the year) daily rates for May and they are 1/3 of the February daily rates. No longer summer I realise...


  #2996188 14-Nov-2022 20:25
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what would happen if the prices were half what they were when you originally booked?


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  #2996338 15-Nov-2022 00:15
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Senecio:

 

As I said in the OP, I don't have an issue with an increase in cost, its the extent of it. A 120% increase in less than 10months is bordering on extortion when they already have my money.

 

 

Your attitude is understandable but it’s not extortion. It might be extortion if they were singling you out and treating you unfairly compared to other renters - but they’re not. It’s demand and supply at work - and this is the new market rate.

 

Any ’store credit’ works the same way - as did Air NZ’s credits. Rightly or wrongly, they gave credits to be applied to future flights - not the right to later fly the original route regardless of price.





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  #2996817 15-Nov-2022 17:23
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I've just received a reply from the motorhome company. They explained the factors at play in their pricing model, which was all accurately covered in this thread. However they also acknowledged that it was a steep increase and with no expectation of the price declining anytime soon they have agreed to a full refund of my deposit which I have gratefully accepted. I understand that this was not standard policy and more than I was entitled to so am extremely grateful for a good outcome in this situation.


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  #2996821 15-Nov-2022 17:29
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^^ Very pleased to hear that for your sake - great outcome. 👍 Seems there is still some corporate conscience and humanity left after all - good on them.





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