I wanted to open up a conversation about host protections and accountability when guests ignore clearly stated listing details.
Recently, a guest booked my studio for a video production during business hours—even though my listing explicitly states that for a controlled sound environment, guests must book after 5 p.m. due to surrounding business noise. This guidance is prominently displayed in the listing. Despite that, the guest proceeded with a daytime booking, left the space within minutes, and was issued a refund by Peerspace.
To make matters worse, Peerspace is now asking me to return a large portion of my payout, even though I did nothing wrong. I pay professional studio managers to be on-site for bookings, and in this case, I’m now operating at a financial loss—all because a guest disregarded clear, concrete instructions.
I’ve been a proud Open Door Awards winner two years in a row (1st place) and have maintained all 5-star reviews for the past two years. This is the first time I’ve had an issue like this, and it’s extremely disappointing to see the platform favor guests who don’t follow the terms we clearly outline.
I’d really like to hear how others have navigated situations like this:
• Have you had similar experiences where guest oversight led to losses?
• Do you feel Peerspace provides enough protection for hosts?
• What more can be done to ensure accountability?
Appreciate any feedback. I’m sharing this not to vent, but to advocate for fair treatment and support for hosts who consistently deliver excellent service.
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Have you actually had a phone call with Peerspace? I have found they are quite reasonable when I have spoken to them. They look at my ad and then have told me that they can see that I have informed the guest of whatever the issue is. But I do this by talking–not by emailing. Of course, if you have already spoken to them, you might consider climbing up the ladder.
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I would definitely call them, especially if the expectation is already set in the description. We have parts of our policy copy/pasted multiple times and also placed in our description for clients that don’t read what they sign.
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Hi @Leroy_A - Thank you for your post. I’m very sorry to hear about your experience with this guest and any frustration this situation has caused. I’ve begun reviewing the details of the booking and will be following up with you directly via email shortly!
Thanks for your message—I actually hadn’t spoken to anyone over the phone, but after continued follow-up, another Peerspace team member stepped in to review the situation more thoroughly. Thankfully, they ended up overturning the previous decision.
I definitely agree that persistence and clear communication are key. Glad to hear others have had positive experiences as well—hopefully Peerspace continues to improve consistency in how these cases are handled.
Totally agree with you—setting clear expectations in multiple places is so important, especially when guests don’t always read the full description. I’ve had detailed disclaimers in my listing from the start, and while I didn’t call Peerspace directly, a different team member reviewed the case and ended up overturning the initial decision.
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Thanks so much for your response and for taking the time to review everything. I really appreciate you following up—and especially for overturning the original decision. It means a lot to know that our concerns as hosts are being heard and taken seriously.
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I feel this. Most clients read the onboarding doc I send ahead of the day of the event. Some do not. So I took the instructions and front loaded in bullet point form the most important things they can see at a glance. And then leading up to it I get their texts for point people onsite and the booking person too. Honestly, PS should require that once the booking is set. And I do a reminder at key points like for unlocking remotely at beginning or just before they wrap up their day the trash reminder. But Event people often have so many things on their checklist it can be lost in communication. I have a podcast room that has the sound issue during our staff lunch, we book that time to block it off so it can’t be scheduled. Is there a way to block it off that time frame? That would be ideal. Hope all this info helps and you have some resolution.
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