Hi, I'm Brett

I would not recommend hiring to Joel. From the outset, his communication came across as rude and arrogant, to the point where we seriously considered cancelling the booking. It was also evident that English is his second language, which may have contributed to some misunderstandings; however, the majority of his complaints related to information that was clearly outlined in the van description and reiterated via chat, indicating that these details were not properly read or understood. Joel made numerous complaints about aspects of the hire that were either clearly explained beforehand or not relevant to the hire at all. He booked outside our standard delivery area and then complained about the additional fee when we agreed to accommodate him regardless. He also selected the outdoor package, which includes a couch setting, and then complained upon arrival as though this had been added by us unnecessarily. We clearly state that cooking must be done outside using the supplied pull-out kitchen and cooker. Despite this, Joel arrived with his own cooker and cookware and raised further complaints. He also raised issues about fittings and brackets on the caravan that have no impact on the hire experience. Joel accessed multiple areas of the caravan that are not intended for hirer use and are not maintained to the same presentation standard as guest areas. These areas are not relevant to the hire, yet he complained about their condition. While doing so, he undertook his own cleaning of the caravan blinds, which has resulted in permanent damage. Joel also raised concerns about cleanliness and equipment that were inaccurate or exaggerated. The entire kitchen inventory (pots, pans, plates, cutlery) had been replaced just one hire prior and had not been used since, meaning it was in new condition. Additionally, at his request, we purchased and supplied a brand new water filter for his use. Joel did not disclose prior to the booking that his family has multiple complex health conditions requiring what he later described as a very specific or near-sterile environment. This expectation is not compatible with a caravan hire, and had this been communicated in advance, we could have addressed whether the van was suitable. There was an unforeseen issue with a water pipe shortly after arrival, which caused a minor leak. Due to being in a remote and extremely busy environment with no access to materials, a temporary repair was carried out immediately using available parts, leaving an external tap operational if needed. It later became clear that the water pressure at the site was unusually high, as the pipe failed again two days latersomething we have never experienced before. We returned to fix the issue as quickly as possible under very difficult conditions, travelling again back to the site which was 20kms each way past our regular distance offered. Joel complained about the response time and claimed that no one had been able to shower. This was later contradicted by his wife, who advised that they had been using communal shower facilities and that only she had used the caravan shower, which she was satisfied with. She also confirmed they had continued to use the van despite the leak and had cleaned up any water. Due to the urgency of addressing the water issue in a crowded environment when we originaly set up, I overlooked reinstalling the rear stabiliser legs as Joel mentioned although I did walk in the van to check the stability, which i found to be exceptable. Joel also raised concerns about the direction of the legs; however, on this model van it is not physically possible for them to face outward due to their design and geometry. Joel did not inform us that he would be attending a major religious gathering, one of the largest events in the state, which significantly impacted access. As a result, we were required to queue for over an hour after travelling further than we normally like to, on a very hot day to reach the site. The fridge, which had been pre-cooled on gas, did warm slightly during this extended delay but would have returned to normal operating temperature and beenfully cold again by that evening as i had connected it to power. Weather conditions during the hire were very warm (mid to high 30s), with mild overnight temperatures. We supplied additional blankets free of charge as a goodwill gesture, and given the conditions, a heater remote was not provided, although worth noting Joel also did not understand what I said on site as the heater and air con work faultlessly. The wiring that goes to bathroom was found to have a fault also during the hire. It was oppeartional when we took the van to the hire as it had been tested the day before and was operating perfectly. When attending for the water issue we looked in the electrical cupboard and saw no fault visible but found a loose connection that simply needed to be pushed on correctly that possibly came loose during transit. No fix was required, no further explanation can be offered. Overall, many of Joels complaints were either exaggerated, inaccurate, or related to factors outside of our control or outside the scope of the hire. Based on this experience, I would not recommend hiring to Joel in the future.