How Much is the Booking Fee for Guests?


#1

Did the booking (processing) fee for guests go up to 9.5%?


#2

Graham-

Thanks for the question. We recently introduced dynamic pricing for guest fees. It takes into account the subtotal price of the booking as well as other booking characteristics (generally, the higher the subtotal, the lower the fee). As before, guests will always see the exact fee amount prior to making payment.

For a bit of background, our team conducted a series of user interviews with many current and prospective guests at the end of 2018. We learned that the predictability of their Peerspace experience was of more concern than associated fees, which led us to kick off a few initiatives to raise the bar on our quality of service.

Following on from this research, we tested dynamic guest pricing on the site for several months. The test showed negligible impact to overall booking volume – increasing our confidence in investing more in the things that matter, notably: up-leveling the service we provide to our users and attracting even more high-quality business for our hosts.

As we continue to evolve this program over time, we will lean on feedback from our community to find the right balance of all of these factors.

thanks

Eric


#3

Ok, thanks. Higher quality guests sounds great. :slight_smile:


#4

Hi Eric, what will the range be in service fees? In the name of keeping things simple and clear, it has been nice to be able to tell guests simply that Peerspace will add a 5% service fee to the total. I have had that discussion with a guest who is ready to book, and as I am preparing the custom quote, the service fee is now 8%. She is booking a full day now, and will book another full day by the end of the month.

But the fee has gone up, not down. So now after working out the details, they have changed.


#5

Respectfully, this is a significant policy change and should have been presented to hosts in advance, along with a date the change would go into effect.


#6

Brad- Thanks for your question.

The processing fee ranges from 1%-10% and the exact amount will always be detailed in the booking flow prior to the guest making payment. As a host, you’ll also see the exact amount when sending a guest a custom offer or adding overtime to a booking. I hope this provides the additional clarity you were hoping for, but please let me know how else I might help.

Fair feedback about not communicating the policy change ahead of time. We’ll do a better job in the future of previewing changes.

thanks

Eric


#7

I just got a very positive feedback of Peerspace from a discerning guest, just to let you know. I think that it is good that Peerspace allows both high quality guests and also more regular profiled guests access to great spaces for their projects


#8

Appreciate the info Eric, thanks.


#9

This is an interesting note from Eric who states that the fee ranges from 1% - 10% but I just got a booking request and the indicated fee was 15%? What is the fee and what does it cover if it is 15%?
Thanks,


#10

Alexandra_L- That doesn’t sound like the guest fee to me. We are not charging 15% to guests. If you happen to have a screen capture of what you saw that would be helpful. thanks!

Eric


#11

hi Eric,

I was confused by guest fees and host fees. no problem.


#12

No worries. I’m glad you asked rather than wonder !

Eric