Declined booking request

Bookings
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1

Guest who booking request I deny are complaining about their cards still being charged (days later) is there a way Peerspace can let guest know that host have no control over this.

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Hi @Dominique_P,

Someone from Peerspace will know better you can email them the client’s name and tell you the status of the refund.

As to my best knowledge, Peerspace at the time of inquiry takes the amount out of their account. Once you decline the inquiry takes 2-3 business days to clear and go into their account. If you sent a custom offer that may delay the initial inquiry as well. I know its frustrating to the customer but this is how their merchant works.

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I just wanted to echo that I have also had guests appeal to me to change terms or ask if I can do something different with the billing and I always have to explain that it’s not in my control. They usually will then come back thinking I’m trying to negotiate and that’s when I have to explain that we’re like Uber drivers and the terms are baked into the platform.

Please make it more clear to guests that PeerSpace is handling the terms and billing and the hosts are simply providing the location.

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Hi @Brissa_Page_M Brissa,

What is the difference in billing?

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This has been happening to me a lot lately, and I always have to explain to guest that I have no control.
One guest was so upset , they were charged and started to argue . They claimed I stole their money and they started to call me names even after I explain to them that Peerspace processes all the payments , they didn’t seem to understand how the platform worked and assume I was the owner of Peerspace or something like that.

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Hi Sophia, this is the Operations Director for Graham’s listing. Invariably, some renters have no idea how most/all of the payment processing works, or can differentiate between Peerspace and venues, the simplest script for response to copy/paste is:

  1. Peerspace handles all payments, we have no involvement. Peerspace owns no property, just like Air BnB, we just list our venue there.

  2. You’ve never been charged, Peerspace put an authorization/hold on the full amount, which removes that amount from your card. Similar to a hotel stay. It only becomes a full charge if we accept your request.

  3. Once Peerspace lifts the hold, it’s on your credit card’s bank to put the funds back in your account, expect that like any reversal to take a standard 3-5 business days, so figure up to a week, but again, we were never involved.

Sophia, if this is an epidemic feel free to report abusive renters, and/or end calls asap by directing them to email Peerspace (and read their terms), but definitely don’t shoulder the burden of their ignorance all on your own, you’ve got help.

Cheers,
Dominick

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