Boat rental in Olbia · — Oceanis 51.1 (2023)

Formal complaint regarding catamaran “Catalina” from charter company SailMax I am writing to formally lodge a complaint regarding the catamaran we chartered from SailMax for a two-week sailing trip in Turkey. While we did enjoy our vacation, we encountered numerous issues with the boat that significantly impacted our experience. Given the substantial amount of money we spent on this charter, we expected a higher standard of maintenance and functionality. Below are the specific issues we faced: 1. Loose Shower Door: One of the shower doors was loose and frequently came off the hinge, posing a safety risk. 2. Toilets: The toilets did not flush properly. We had to pour water manually, and even then, waste would float back up, causing a persistent unpleasant odor. 3. Bathroom Ceiling: The ceiling in one of the bathrooms was coming loose. 4. Shower Water Flow: The shower barely produced any water. We had to drill the shower holes ourselves, which could have been avoided with proper cleaning. 5. Fridge Door: The fridge door swung open on its own during rough seas, causing items to fall out. 6. Dining Table: The dining table was loose, causing drinks to spill when the boat moved. 7. Lamps: Some lamps did not work, and others could only be turned off from the control panel, not with a normal switch. 8. Air Conditioning: The boat is advertised to have air conditioning for all bedrooms. However, without access to port electricity, the generator only had sufficient capacity to cool two bedrooms at maximum. With six people on board, at least three bedrooms were in use. Without air conditioning or fans, temperatures climbed to over 30 degrees at night, making it impossible to sleep inside the boat. 9. Sails: The sails, especially the genoa, were very sloppy and could not be trimmed properly, making sailing upwind almost impossible. 10. Port Water Tank: The port water tank had no working sensor, providing no indication of the remaining volume of fresh water. It also seemed to drain itself. We had to refill it several times, and it would be empty shortly afterward. 11. Sunroof Cushions: The cushions from the sunroof were missing, likely due to previous charters not securing them properly, despite being advertised. 12. Air Conditioning Generator: During the second week, the air conditioning generator broke down and was not fixable. It apparently sucked seawater into the engine, and SailMax tried a futile attempt to blame this on us. 13. Port Engine: The port engine broke down due to a blockage in the fuel lines, making it unsafe and impossible to maneuver or dock. We had to cut our vacation short to bring the boat to the home marina for repairs. 14. Starboard Waste Tank: The starboard waste tank had a broken electronic valve that prevented us from emptying the waste tank on open water. We reported the issue but received no response from SailMax for at least 24 hours. People docked downwind from us in the marina complained about the bad smell, which was very embarrassing. When complaining again, we had to follow the crew's instructions, and go down into the waste tank, to unscrew the electronic valve and open the waste tank manually. We also had an incident where we were at fault and take full responsibility for: We anchored near Fethiye and went ashore to visit Adakoy. While we were away, the boat started dragging anchor due to increased wind speed and a muddy sea bottom. The boat collided with another boat, damaging our roof railing and scratching the roof gelcoat. When we returned, we ultimately found our boat on the other side of the bay. Apparently, people came on the boat after it collided and dropped more anchor chain. Although this incident could have had disastrous consequences, repairs for the railing and roof (only) cost €1200 and were repaired during our rental period, so there was no loss of income from SailMax's point of view. While we did our best to enjoy our holiday, these issues, particularly poor air conditioning, the breakdowns of the engine and generator, and the issues with the toilets and waste tank, were quite disgusting and unacceptable. We believe that for the amount we paid, we deserved a better-maintained vessel. SailMax held us responsible for the damage, which we feel responsible for. However, we think SailMax also had a responsibility to us due to false advertising, poor maintenance, and lack of initiative to solve the issues. My proposal while talking to the owners of the boat was to part as friends with closed wallets. This was not acceptable to them. Even splitting the bill was not accepted. They accepted no less than €850 compensation for the damage and slammed the phone down. Thank you for your attention to this matter. We look forward to your prompt response. With kind regards, Stefan Steenvoorden