I hosted a group last week who refused to leave my space at the end of the rental. I am incredibly frustrated, Peerspace has been zero help. They booked my space from 6:00pm - 8:00pm and even after multiple communications to them reminding them their booking was complete and the space was closed only FINALLY left at 10:00pm when I went in and let them know the space was closed. Now they left reviews on Google claiming I was racist and said they were doing drugs. None of this happened and everything was either on video or in texts. I am incredibly frustrated Peerspace has been zero help. I’m a power host and can’t get a response, let alone any support.
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Peerspace needs to be better support. Peerspace, what are you doing for your 15%? Running a website and promoting the website?
I too, have experienced that guests book lesser hours than they need and I tend to utilize the “add on” mechanism Peerspace has the day after a booking so that you don’t have to interact with irrational guests and they don’t leave bad reviews. It allows you to charge 1.5x the rate which I think is penalty enough. Another approach is letting the guest know that you have another booking schedule right after sometimes that helps shift the hostility off of you and more on their own lack of scheduling out the specific time needed in the space. In any respect it’s best not to interact with guests who are clearly not willing to honor or respect the guidelines you have in your Peerspace listing and there is very little Peerspace can do aside from allow you to uncharge the guest, leave a bad review on their profile, and avoid allowing them to book your space again.
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If they left a false review on Google, Peerspace can’t help but Google does have stipulations on why they would remove a review. I’ve had Google remove one before so just flag it and go through the prompts.
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Hi @Katie_P - I’m sorry to hear you had to deal with such a difficult and frustrating situation — I completely understand how upsetting and stressful that must have been.
As a host, it’s always up to you whether or not to allow guests to extend their time in your space. If overtime isn’t approved and guests refuse to leave, you’re absolutely within your rights to contact local authorities for assistance in clearing the space. We also encourage you to reach out to Peerspace Support so we can document the incident for our records and flag the guest to our Guest Management team for review and appropriate action.
Additionally, you can find more information on reporting Overtime here.
I see that you currently have an open ticket with our Trust & Safety team regarding your concerns with this guest. If you have any additional questions or details to share, please don’t hesitate to respond within that email thread — our team will be more than happy to continue assisting you there.
Again we’re sorry to hear of your experience but we appreciate you being part of the Peerspace community and are here to support you however we can!
Yes, I did reach out to Peerspace, weeks ago and still haven’t heard back.