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Fearless0541940****
Unfortunately, a disappointing experience with Velolake.
Velolake的点评
点评：Our rental was made through the Velolake Moniga del Garda location. As it is currently not possible to leave a Google review for the Moniga location, I am posting our experience here via Velolake’s main location/head office.
The e-bike we rented was provided without a kickstand, front light or rear light. In addition, the phone holder was already broken when we received the bike.
Due to an unexpected family emergency at home, we had to leave Lake Garda earlier than planned and therefore returned the bike early. We politely asked whether the unused rental days could perhaps be refunded or credited as a gesture of goodwill.
We fully understand that Velolake may have rental conditions that do not provide for refunds in such cases. What disappointed us was not primarily the refusal, but the way our request was handled. The response included comments such as “why should we do it?” and “what about if everybody behaves like you?”
Considering that we were dealing with a genuine family emergency, we found this response unnecessarily confrontational and lacking in empathy and customer service. A simple, polite explanation that a refund was not possible would have been completely acceptable.
Unfortunately, the combination of the bike’s equipment and, especially, the way our situation was handled means that we will not rent from Velolake again.
The e-bike we rented was provided without a kickstand, front light or rear light. In addition, the phone holder was already broken when we received the bike.
Due to an unexpected family emergency at home, we had to leave Lake Garda earlier than planned and therefore returned the bike early. We politely asked whether the unused rental days could perhaps be refunded or credited as a gesture of goodwill.
We fully understand that Velolake may have rental conditions that do not provide for refunds in such cases. What disappointed us was not primarily the refusal, but the way our request was handled. The response included comments such as “why should we do it?” and “what about if everybody behaves like you?”
Considering that we were dealing with a genuine family emergency, we found this response unnecessarily confrontational and lacking in empathy and customer service. A simple, polite explanation that a refund was not possible would have been completely acceptable.
Unfortunately, the combination of the bike’s equipment and, especially, the way our situation was handled means that we will not rent from Velolake again.
翻译：我们的租赁服务是通过Velolake位于莫尼加德尔加尔达的门店完成的。由于目前无法为莫尼加门店留下Google评价，我在此通过Velolake的总部/主店来分享我们的体验。
我们租用的电动自行车没有侧支架、前灯和后灯。此外，我们收到自行车时，手机支架就已经损坏了。
由于家中突发紧急情况……我们不得不比原计划更早离开加尔达湖，因此也提前归还了自行车。我们礼貌地询问，能否出于善意将未使用的租赁天数费用予以退款或抵扣。
我们完全理解Velolake的租赁条款中可能并未规定此类情况下的退款政策。让我们感到失望的并非拒绝本身，而是处理我们请求的方式。回复中包含诸如“我们为什么要这么做？”以及“如果每个人都像你那样行事会怎样？”之类的言论。
鉴于我们面对的是真正的家庭紧急情况，我们认为这种回应极具对抗性，且缺乏同理心与客户服务意识。其实，只要简单礼貌地说明无法退款，也完全可以接受。
遗憾的是，这辆自行车的配置情况，尤其是……事情的处理方式意味着我们不会再从Velolake租房了。
我们租用的电动自行车没有侧支架、前灯和后灯。此外，我们收到自行车时，手机支架就已经损坏了。
由于家中突发紧急情况……我们不得不比原计划更早离开加尔达湖，因此也提前归还了自行车。我们礼貌地询问，能否出于善意将未使用的租赁天数费用予以退款或抵扣。
我们完全理解Velolake的租赁条款中可能并未规定此类情况下的退款政策。让我们感到失望的并非拒绝本身，而是处理我们请求的方式。回复中包含诸如“我们为什么要这么做？”以及“如果每个人都像你那样行事会怎样？”之类的言论。
鉴于我们面对的是真正的家庭紧急情况，我们认为这种回应极具对抗性，且缺乏同理心与客户服务意识。其实，只要简单礼貌地说明无法退款，也完全可以接受。
遗憾的是，这辆自行车的配置情况，尤其是……事情的处理方式意味着我们不会再从Velolake租房了。
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