I hosted a large corporate event 8 days ago at my home. I thought it went really well and received positive feedback surrounding the event and felt I went above and beyond in aspects of prep. I even waived my no shoe policy and allowed the team to go over my advertised capacity on the listing. Additionally, I included add ons, cleared additional space for the group, and was really very hands on throughout.
Today I received an email from someone at the company (not the guest who booked but they are both on the email) about various things they were disappointed with and the team is asking for a 25% refund instead of leaving a bad review. This comes as a surprise and feels like a lot of money to me. I thought overall everyone had a really good experience. I feel uncomfortable with the guest putting a dollar amount on the future of my business. Of course I could give them the exact amount they are asking and they may still leave negative feedback or a low rating. I know there is an extortion policy, but I do not know how it applies here. Does anyone have any experience with this?
Hi Gina, thank you for bringing this to our attention! We’re sorry to hear about the experience you’ve had with this guest, and we completely understand your concern. Please check your email inbox for a follow-up message from Customer Experience for additional support.
We’ve had this happen to us as well. It was very frustrating, especially since we felt the guests violated the service agreement (nudity) yet we still went out of our way to accommodate them.
We did NOT agree to their refund demand, so they left a 1-star review. Luckily we had cameras and texts to support our appeal to Peerspace who promptly removed their review and denied they refund claim.
We have such a giant space this is going to really be expensive to monitor, if not impossible. I also wonder how many will silently decline so their talent is not filmed. When Vogue was here we could have been liable. I am glad they fixed it.