How the reports on file about Marenauta break down by issue category, with the number of submissions in each and what consumers describe.
Complaints by category
Cancellation and refunds
2 reports in this category · 50% of all reports on file
Consumers report that bookings were cancelled or changed by the platform days before departure, with an alternative vessel of lower value offered and no price adjustment.
— The booking was cancelled by the agency eleven days before departure. The refund was confirmed by email and has still not arrived after nine weeks.
— Nine days before departure we were told our yacht was unavailable and were offered a boat two metres shorter for the same price, with no price adjustment.
Undisclosed fees
1 reports in this category · 25% of all reports on file
Service and booking fees were, according to the reports, retained in the event of cancellation even where the cancellation had not been initiated by the customer.
— The refund arrived after eleven weeks and was 480 euro short. The shortfall was described as a non-refundable service fee, although we did not cancel.
Contract and terms
1 reports in this category · 25% of all reports on file
Reports state that it was unclear whether the contract was concluded with the platform or with the local operator, and that each party referred the customer to the other once a problem arose.
— The platform said the local operator was responsible and the operator said the platform was. Neither ever sent a written answer identifying our counterparty.
What to do if this happened to you
Set a written deadline for repayment or correction, and keep a copy of everything you send.
Where you paid by credit card, ask your bank about a chargeback within the applicable time limit.
Contact the consumer protection authority in the country of the charter, and your national European Consumer Centre.
Submit your report to this register so that the pattern remains documented.
This company may submit a statement or a correction at any time. We publish it in full next to this entry. Requests can be sent to the contact address in the footer.