I’ve sent multiple help requests.
My guest, Dan** ** rented my Studio on Tuesday for 2.5 hours.
He used the space for 4 hours and agreed to pay the Overtime fee for 1.5 hours additional at $85/hour.
I never received an email after the rental! It’s not in my Spam folder either. I logged in online in my account and searched the help section on how to charge for OT. It said I needed to leave a review so I went directly to my booking and left a review and did not notice anywhere to add overtime hours. I just assumed once I left a review that another window would pop up allowing me to add the OT.
Now I cannot get anyone from customer support to fix this and 48 hours has gone by.
One more day and Peerspace will be taking money out of my pocket.
Can someone from Peerspace please get this resolved.
I think the option to add OT is in the email they send you after the booking completes but nowhere else that’s really apparent or easy to find on the site. My advice is accept this as a $130 lesson in what not to do next time and move on.
But if I never receive the email…
Today is day 3 and still no response from Peerspace or should I say Zendesk which isn’t even Peerspace. I don’t think I’ve even had a actual Peerspace employee interaction. Where’s the accountability on something as serious as funding & financing when a company is holding their members money hostage. I’m hoping I get a response today. I agree it’s not about the money but bad behavior by a company needs to be called out.
Peerspace you have my phone number Give me a call
@Jeffrey_P – Doesn’t help you in this case, but I collect a credit card as a security deposit and then bill any overages or extras (including OT) directly to the card.
Sorry you are going through this I know the feeling. I usually send an email out to Peerspace when they leave that I didnt get their end of booking email. I would also include the OT fees and they would manually input it for me. I am suprised PS CS team didnt respond so quickly they are usually REALLY good.
Sorry, just keep asking them for help.
I have the guys information and he was super cool. I went out of my way to help him with the photoshoot. 7 cars moved in and out of my studio. He was very happy so I may have to contact him directly.
Yes it seems very strange regarding customer service. I sent them a support ticket the same day as the rental and just got their textbook response to how to charge OT but it’s all tied to the email. Since I didn’t receive the email then that’s an issue.
Update: Peerspace got in touch with me today and manually ran the OT charge! Yay! I have a bit more confidence going into my booking that is happening tomorrow!
Hey there, I agree. The same thing happened to me and I was told to leave it in the review and I never got any feedback or replies from Peerspace. We’re not supposed to charge outside of Peerspace but what happens if they end up staying for longer hours? There should be a button on the review that has an option to charge additional hours, this should not be in writing but it should be plugged in to something so that they can track it and pull reports.
I totally agree! I just had another booking this weekend. Email did not show up. Peerspace is telling me that my email server is somehow blocking the email or that I’m on an email blacklist. I get all of their other emails though. Why not make it simple inside the app or website. Set it up so that you can only add overtime once per booking. It seems like an easy fix.
There was a time pre covid when PS customer service was spot on. My sense, though I do not have any factual basis, is staff reductions may have occurred during the pandemic and we all feel the consequences in slow support from the website staff.
Like one other host here, if there is OT, I require a deposit on the spot thru traceable means, let PS know, so as not to be penalized by them. Its awkward with the guest host but this is the business model we operate within. I do think calling PS is the best tactic, getting live person on the phone to review your account. But again, post covid I have not had the need to try the calling option, as with precovid, it was very easy to do to chat with CS person.
Hi Scott, our Customer Experience team is here and able to support you on items like this. Please don’t hesitate to email, chat, or call us when you need support.
Give me a call