Hello,
Thank you for your feedback. As all reviews from you - Tom, Lou and Arie were posted by your family/group who were on the boat Siegal (16.-23.08.2025.). We have checked all with our team, and send you the statement with all details.
The guests contacted us on 19 August 2025, reporting an issue with the WC. As they were located near Šibenik at the time, and in accordance with standard procedure, they were instructed to proceed to our nearest base in Šibenik so that an intervention could be organized.
The guests arrived at Šibenik marina at 18:18.
Upon arrival, a technical intervention was carried out. It was determined that the issue was caused by a clogged WC. Our technician disassembled the hoses, removed the material that had caused the blockage, and reassembled the system correctly.
The guests departed from Šibenik marina the following day at 14:01.
It is important to note that, as stated by the guest themselves, the problem occurred after three days of navigation. During the check-in procedure, the WC functionality was tested and found to be fully operational. According to charter regulations, this type of issue is considered to be the result of improper use by the guests, and such interventions are normally charged to the client.
Nevertheless, Angelina Tours waived the cost of this intervention in full, and no charge was applied to the guests.
Before the start of the charter, guests leave a security deposit, which serves to cover any damage caused during the rental period. A thorough inspection of the vessel is conducted during both check-in and check-out.
At check-in, the guests raised no objections and did not record any existing damage in the check-in list.
During the check-out inspection, it was established that four windows were broken (three smaller windows and one larger window). Photographic evidence of the damage is attached.
Although the windows were not new, they were all fully functional and undamaged prior to the charter. The damaged window components were replaced, and the guests were charged a total amount of EUR 780.00, for which an invoice was issued. The charge corresponds to market prices and was applied strictly in accordance with charter regulations.
The use of offensive language towards guests is not permitted and is not tolerated. However, it is necessary to clarify the circumstances of this situation.
After the sailor identified the broken windows during check-out, the guests disputed the findings and requested to speak with a superior. The Base Manager met with them and attempted to explain the situation clearly and with supporting arguments. During this conversation, one of the guests behaved in an extremely rude and aggressive manner: shouting, insulting the Base Manager, and standing unacceptably close, which constitutes aggressive behavior.
The Base Manager informed the guest that communication could not continue in such a manner. Despite being visibly upset by the situation, the Base Manager maintained professionalism and dignity and did not use offensive language.
We emphasize that all guests are treated equally, regardless of nationality, religion, or race. This situation was not related to discrimination of any kind, but solely to the guest’s inappropriate and unacceptable behavior.
Check-out was completed on Friday evening. The following morning, after the guests had disembarked, it is standard procedure for the sailor to perform an additional inspection of the vessel. During this inspection, it was determined that another WC had been clogged between Friday evening and Saturday morning.
This was communicated to the guest, who again reacted in a rude and aggressive manner toward our staff. Despite this, no charge was applied for this additional issue.
We regret that the guests are dissatisfied; however, we confirm that all actions were carried out in full compliance with charter rules, internal procedures, and professional standards.
Sincerely,
Angelina Team
