with this text we would like to address all of you who have booked a trip with PaulCamper. The necessary actions to contain the Corona Virus are a big challenge for all of us and we as the camper at your side have to permanently adapt and improve our plans and support in this situation.
We are working hard on solutions and would like to show you here how you can handle your upcoming bookings and where we can support you.
1: Personal contact: Let us find ways on a human level
We know that many of you have already written to us or tried to reach us by phone. We’ve used all the resources at our disposal to provide customer service, but we still can’t manage to talk to each of you personally. We will answer you as soon as possible! What you need to know right now: Whether you want to change your booking or cancel it completely, the first thing you need to do is talk to your lender. Then you can
- a) change your travel dates to a later period free of charge (in agreement with the lender)
- b) find an amicable solution to the cancellation conditions together
- c) make other individual arrangements (such as lower cancellation costs for trips in the near future or other models to start the trip later).
If you have agreed on a cancellation with your lender and there are deviations from the agreed cancellation scale, it is mandatory that the lender confirms this in writing by email, as we are not allowed to interfere with your contractual relationship. In order to guarantee a fast handling of the payment modalities, we would like to ask you to submit your bank details in your account.
2: Your possibilities to deal with an active booking
PaulCamper is a platform that connects lender and renter. We cannot dictate to our lenders how they should act in the situation of travel restrictions due to the COVID-19 virus.
We always aim for fairness and in most cases a solution can be found that both you as a renter and your lender can live with. The final decision, however, lies with the lender. Therefore we recommend if possible the solution a) – a free rebooking. Your bookings remain paid for and can be used even if they take place next year.
3: Our commission
We get 15 percent commission from your booking. This is our total revenue, which we use to pay for customer service, technical provision of the platform etc. We still want to support you as much as we can. That’s why we have clearly decided to convert our entire commission into a travel balance for you for all trips that should take place until 19.04.2020. You can simply use this credit with your next booking.
We recommend that you postpone your trips to a period after 19.04.2020 and follow the recommendations of the government and the Foreign Office. There are now travel restrictions in many countries that can result in fines (or criminal penalties) for travelers and lenders.
For all bookings that take place after this date, we are currently working hard to be able to support you in these cases as well. We will keep you informed regularly and in real time.
Let us get through this time together.
Your PaulCamper Team