Guest shows up, uses the space full duration, and then later asks for a refund because of “missed expectations.”
I had a booking last week, that went all fine, but then almost 72 hours later the guest asked for a full refund. She proceeded to explain it was because of the new additions to the space that were not visible in the photos (but were included as a description and youtube video on the second line of the description box).
Peerspace took it to the disputes department but they have already withheld the funds.
I mean, I would think a guest who was dissatisfied with the space “missing her expectations” would state it upon arrival and have the booking canceled rather than take advantage and remain on site another 2 hours to take pictures, but Peerspace doesn’t seem to think so.
Have you dealt with this? And how do you prevent this from happening? It seems that I have “missed expectations” about Peerspace’s host protection.
That sucks. Hopefully Peerspace will step up and rectify what seems like an obvious attempt to rip you off.
I can’t say that I specifically address this upfront. However, upon arrival, I do walk people around and ask them if they’re good with the space or have any questions before I retreat to my office for the duration of their booking. I make sure to do this near a security camera that records the audio. I’ve never had to use it to defend against an unsatisfied booking, but it’s there if I need it.
It sounds like the guest only booked for 2 hours? Short bookings like this have historically been bad news for me. After upping my minimum to 4 hours, I cut out a lot of people who want/expect more than they can afford. Perhaps that’s a solution for you.
I strongly suggest scout visits prior (note that on Peerspace); if they don’t scout and it’s not as expected, then I have no responsibility for changes. I rep many locations and can’t keep up with every change. I once credited a client $100 and gave her an extra hour when shooting but I don’t offer that any longer; she never asked to scout.
I had the same situation except the guest brought a pet that he did not mention, he didn’t have the proper documents and lied about the number of people. Peerspace team was extremely disappointing! They did not care for the dog, they had him pay for the extra people only because I sent them a video that indicated the extra people he denied having, and they took half of the payment they withheld and reimbursed him. Sort of gave a good lesson to other guests that lying pays off. Learn from this experience and secure yourself in the house rules of Peerspace.
If Peerspace doesn’t back up their hosts a competing company will rise up and take their place when host become disallusioned. I also think Peerspace needs to invest some bucks to put together a website that’s easier to figure out less intutive more obvious. I had a guest the other that had a difficult time finding out how to book my space and then I had a hard time contacting PS to get support bc their phone line was admittedly overwhelmed. I’ve spent hours trying to correct/edit my listing and still can’t figure how to do so. It’s short sighted on Peerspace’s side bc they’d make more bookings if people didn’t get frustrated and just say FORGET IT THIS!
Please keep us updated on how this turns out. I find it completely ridiculous for someone to use the space then ask for a full refund afterwards because ‘it didn’t meet expectations’. If they walked out on the rental because it was not as advertised that is one thing. But to actually use the space and then ask for a refund afterwards?? No way! If Peerspace doesn’t back you up on this I would be really motivated to pull my place from here. This place is already way too skewed in the renters favor and if they side with them in this instance as you described it, I would say that is beyond acceptable to me.
We try to vette every single booking with a series of questions that are designed to assure the guest is real, the event matches the booking, the number of attendees are correct, etc.
We’ve had good luck with 99.9% of guests but we have had instances where the # of attendees exceeds by alot so we plainly do not let them in the building. Its a bit of a challenge, but we track head counts as they arrive (having previously informed the guest we do this) and any beyond are not let in the building (unless its 1 or 2, usually late arrivals). If the event is not conforming with the guest booking we have on occasion turned off the power to the loft, which shuts down everything instantly. Its surprising how effective this works with unruly guests. Remember, your agreement is a “space use” agreement its not anything remotely akin to a lease, or occupany arrangement. If guests are conforming you can order them to leave, shut downt the event, not let overage of people into the event space (depending on the space) configuration) and cut the power which most instances either really gets their attention and they shape up. Peerspace has their arbitration process but we try, (have not had to submit 1 situation thus far to PS), to avoid a third party involvement like PS to mediate a problem. If you think of your space like a retail store or
restaurant, then guests that dont follow the rules are treated the same way as unruly customers at a retail store, restaurant or bar. Missed Expectations is rubbish excuse for someone who likely is a con-aritst and figured out a way to try to avoid paying.
All the best. Scott