Disappointing Experience. Poor cleanliness and hostile customer service
We hired a motorhome from Bonnie Motorhome Hire (Prestige Travel Scotland Ltd) in July 2025 and paid £2,428 for 12 nights. Unfortunately, our experience was far from what we expected for that price.
When we arrived to collect the vehicle, it was clearly not cleaned properly. The fridge had visible black mould, the toilet area was unhygienic, there were dog hairs embedded in the upholstery, and the utensils and surfaces all had to be cleaned before use.
As a result, I spent 2.5 hours at the start of our trip cleaning someone else’s mess, delaying our departure and completely undermining the start of what was meant to be a relaxing family holiday.
After returning the vehicle, the company attempted to charge us:
• For damage we do not accept responsibility for (with no joint return inspection carried out),
• An inflated fee for a missing water cap,
• And a £30 “admin fee” for the time they spent replying to our complaint — something no customer should be penalised for.
Worse still, our security deposit was refunded five days into the hire, yet they later tried to issue charges. When I challenged this, their tone became hostile and accusatory, even threatening legal action if we posted a public review.
For the price paid, we expected professionalism, transparency, and basic cleanliness — but were instead left with a vehicle that wasn’t hire-ready and customer service that became combative the moment we raised concerns. I would strongly advise others to look elsewhere.