CUSTOMER MANAGEMENT
Common questions a customer asks
The kayak hire includes paddle, life jacket and canopy.
SUP hire includes paddle, life jacket and ankle-leash.
Materials for cleaning equipment are available next to the KAYAKOMAT.
Rudders require a lot of downtime when used frequently by inexperienced paddlers. Having yet another new thing to learn can also negatively impact the experience of a new paddler.
In normal cases, no booking is refundable. In case of illness and many other reasons for cancellation, the cost is often covered by the renter’s home insurance.
In case of exceptional circumstances, please contact the operator of the KAYAKOMAT you booked at, contact details can be found on the booking page and in the confirmation email.
You can read more about our booking conditions here
No, it is currently not possible to extend an already paid reservation.
However, as an operator, there is an emergency solution if it is really needed;
Once you have made a booking, you will receive a text message and email about 60 minutes before the start of the hire period with a code. The message contains the number of the compartment where your kayak or SUP is located and the code for the lock.
Enter the code in the lock, end with the symbol with a lock on it. The lock opens and you can take out the equipment. Do not forget to close the lock during your paddling.
Please photograph the equipment before use and send to your local KAYAKOMAT operator with your comments. This way we know that it is the user for you who has been careless with the equipment and will be charged any fees.
The equipment is stored semi-outdoors and some dirt, especially on the outside of the equipment, is normal, however within reason.
Please contact the KAYAKOMAT you have rented from to let us know that you are delayed so that we can make arrangements so that the person who booked after you is not left without equipment. You can find the contact details in your booking confirmation and on kayakomat.com.
As the hirer, you are responsible for the equipment you hire, which also means that you will be liable for any lost, stolen or damaged equipment. You are also responsible for checking the equipment before use to ensure that all equipment is in place and that there is no existing damage.
Please contact the operator of the KAYAKOMAT where you rented and they will help you. You can find the contact details in your booking confirmation and on kayakomat.com.
You can buy flexi-cards or gift vouchers via this page: https://kayakomat.shop/collections/flexkort-presentkort
Om detta sker gör såhär
- Sms:a gärna kunden och fråga om det är stämmer att hen ska paddla under natten eller om det råkat bli fel. Om det har blivit fel kan du flytta bokningen i admin, se hur du flyttar en bokning här
Du behöver inte vara tillgänglig 24/7 och ibland blir saker fel. Återkoppla så snart du kan och beklaga. Lyssna på kunden tills den pratat klart och se om du kan erbjuda en voucher som alternativ. Läs gärna mer om kundservice här
Bemöt och svara på omdömet så korrekt och sakligt som möjligt. Be gärna kunden kontakta dig för att ge mer information och så att du kan gottgöra det som eventuellt blivit fel. Om kunden är väldigt arg är det extra hjälpsamt att flytta diskussionen mer privat. Kontakta support ifall du behöver hjälp. (länk till https://mykayakomat.com/hur-hantera-svara-kunder/ som också bör updateras)
Om du har minsta anledning att tro att kunden har problem, ring kunden. Får du inte kontakt, ring 112 och begär sjöräddning.
Om kunden ringer dig eller meddelar att de blir sena, kolla om kajaken är bokad. Lös eventuella bokningsproblem genom admin.kayakomat.com. Finns inga lediga kajaker/SUPar för nästkommande kund, meddela väntande kund om förseningen och se om vi kan boka om, förlänga bokningen (kostnadsfritt såklart). Om kunden vägrar så återkommer vi med kredit och voucher. Meddela kundtjänst om detaljer.
