Moonraker Canal Boats - BEWARE

[rumgal]

After multiple efforts to reach out to the owner, Nikki Weir, and twenty days, I felt I wanted to share my rental experience with MoonrakerCanal boats, on their Moondance. After traveling throughout the world, I have to admit that this was the most unprofessional organization I have ever dealt with, on any continent.

 

When we called for a reservation, my husband asked what the terms were in case of the canals being frozen. Nikki stated that it had not happened in twelve years. A week before our trip, I reached out to her, just to finalize a few details. It was at that time she said the canals were frozen and we would not be able to go anywhere. She refused to refund our money….we would have been thrilled with 75% return and 25% towards a future rental.

But we were left with no option but to go. To begin, we did not receive the rental terms and cancellation from her until after we paid her, and we did try to buy cancellation insurance. The insurance companies she sent us would not sell to out of country renters, and US companies would not recognize Moonrakers as a tour operator.

 

After returning, I sent the following to Nikki, since she did not show up to collect our keys but sent her son.

 

Nikki,

 

I did want to follow up on our stay. While the intent was to spend time with friends, we had a good time doing that. However, I am still very disappointed and feeling a little taken advantage of with the inability of you to be flexible and work with us on an alternative plan. We also had the additional cost of a car rental that enabled us to salvage something from the holiday. I ask that you return £50 per night towards our stay.

 

With a six night stay, we paid £183+ per night, understanding our rental to be a boat rental. A boat frozen in ice is not the same as a boat that is moving. The vacation experience totally changes when you are forced to use the boat as a stationary cottage. We would have been satisfied if you had offered to work with us, and offered 75% return and applied 25% towards another rental.

 

I am still confused about how we sent in the email request and the booking form for an arrival of 28 December, and the first email came back stating it was available Dec 28/29, but we wound up with arrival on the 29th. But shame on us for not triple checking what you sent back.

 

The frozen in mooring at the Barge Inn is not what I, or most reasonable people would consider an equal alternative, at the same rate, for a boating trip. While we enjoyed ourselves, we did that in spite of where we were.

 

The agreement to get water from the pub, while a solution, was something we found to be very much uncomfortable with. Asking a business to use their water source, even in their quiet time, is not a fix, but should be a one time remedy for an extreme circumstance. Having to wait until 10.00 -11.30 or so until we could get access to water also limited our time for excursions. Graham was very unhappy with having to run long lengths of hose along the towpath through rubbish and dog mess which had to be cleaned from the hoses, resulting in them being left on the deck and not stored inside, since we did not want to track dog feces on to the boat. The remaining water in the hoses then froze making it difficult to use them until it thawed. With the ability to top up water limited it was impossible to use the Jacuzzi.

 

Of course, there was one day where we could have moved the boat to the water source, but would not move the steel boat due to the wooden and fiberglass boats in the area that would almost certainly have been damaged by the remaining chunks of broken ice being forced into them. There are a few winter moorings that are nothing more than dumps…..vagrant, not documented. The tow path was muddy and covered with dog mess. I am surprised that you would want your fleet moored in the area. When it was dark you had no idea what you were treading in and I certainly did not feel safe walking on my own without one of the men along.

 

This message was reinforced one evening when returning home, we ran into two men in an, out and out brawl, fighting each other on the towpath. Two men living on boats there at the Barge Inn. Not exactly an environment I felt good about bringing guests to.

The people that have moored at the same location did not seem surprised with the icing in, since they said that it happens every year. Again, we felt a little misinformed since Graham had asked specifically about the icing in and was told it had not happened in a long time. Even if there was no ice I am also wondering how we could have gone anywhere due to the stoppages, we certainly could not have gone to Bath which was our intention and made it back in time on the return day.

 

Nikki, I really feel it is fair to ask for you to work with us on this matter. The rental was not as described. We were forced to come and make the best of it. We had no contact or support from you even though you knew we were stuck. I feel that there is some obligation on your behalf to work with us.

Looking forward to hearing from you.

 

Dolores Howitt

 

I received one email from her, after sending eight emails and two phone calls. “I am aware that we need to contact you but I have had a death in my family and I am sorry but cannot discuss this situation at this time.”

I replied to Nikki and was very sorry to hear of the death in her family and to please reach out when she was able. That was over two weeks ago, and I can only assume we will never hear from Nikki again. I still feel the same as when I sent the letter…..very taken advantage of. We rented a boat, that was supposed to be able to move, but were stuck in a small shabby canal side. I would not recommend renting from MoonrakerCanal boats, or Nikki Weir, as there are many reliable, professional rental companies out there.

[lisiamc]

Wow, it sounds like you didn't have a very good experience at all! Good for you for salvaging what you could and still managing to have as good a time as possible with your friends.

 

Thanks for making us aware of what happened with Moonraker Canal Boats.

 

Lisa

[Globaliser]

To begin, we did not receive the rental terms and cancellation from her until after we paid her ...

FWIW, the terms and conditions are on the website, reached from the Terms tab on the boat's page.

 

They don't seem to say anything about non-navigability of the canal. However, the place I usually rent from specifically puts into the terms and conditions the fact that they do not guarantee that you will be able to go anywhere.

 

So I think this is customer relations territory rather than anything to do with the terms and conditions.

[rumgal]

yes, the terms are now on their website.....it was a great learning experience....there were lots of red flags. Hopefully we will save someone else the experience. There are lots of good companies out there.

 

It would have been a totally different set of circumstances if we knew the situation from the beginning. We were taken advantage of, and hopefully someone else can learn from our experience....

[rumgal]

Nikki Weir, of Moonraker Canalboats has sent an email today and offered to meet us in the middle. I thanked her for her professionalism and now consider this matter closed.