Powerhosts were supposed to have priority on getting support, (in fact, that was they key benefit to having Powerhost status) and now Live Chat support does not exist?
I have a tech issue that is costing me time / money where a guest canceled their booking for tomorrow because they said they did not see my confirmation come though or my follow up messages. I have not been able to look into this issue and nobody has gotten back to me on my e-mails. I need answers about how to proceed.
I run my bookings like a business, and pay out significant fees to the platform each time At this point I’ve paid out thousands in platform fees. It’s a bit disappointing and confusing to not have timely support.
Other hosts, what has your experience been with this lately and how do you solve for this?
Thanks, the booking was already canceled by the client. I called and e-mailed Peerspace multiple times with zero response in over 24 hours.
I have discovered in my own reading on the FAQ that even if the client has to pay out a small cancellation fee, (and assuming there actually was a technical error on the Peerspace side causing the client to not receive notice of confirmation), I’ve now lost hundreds of dollars on the 2 lost bookings AND Peerspace still gets paid out their platform fee off the top.
As of writing this, I still have not gotten a response or help from anyone at Peerspace.
Thank you for bringing this to our attention! I can confirm we’ve sent two emails in response to your questions, but it looks like you may not have received them. Please check your email inbox for a message from help@peerspace.com so we can set up a time for a phone call. If you’re unable to locate these emails, please let me know. You can also give us a call at (415) 403-2421 M-F from 8am - 5pm PST, and Sat/Sun from 10am - 12pm PST.
I’d also like to provide some clarification. Service fees are only applicable to non-refundable bookings. We know that hosts need to be paid out on schedule as they have made specific arrangements to accommodate guests at the committed booking time. Our platform ensures that hosts are paid out for any canceled bookings in accordance with their selected cancellation policy.
We’re looking forward to speaking with you to get this resolved for you!
And other hosts that chime in, and comment, in support and solidarity with g rated comments are being censored for violation of community standards.
My response to you got this violation:
Your post was flagged as inappropriate: the community feels it is offensive, abusive, to be hateful conduct or a violation of our community guidelines.
For my response I used the single word “A u t o m a t e d” It was a reference to the frequently received, autoresponder emails. It may have actually been autocensored? still not sure.
I thought it would be universally understood by all and the one word answer would be clear and speak about the solutions given for the problem. The 2 emails sent by peerspace, most likely at least one automated.
For the record I would not mind an auto response if it correctly solved the problem.
I am also missing the live chat, and have needed it recently, and thought an automated email was just not much of a response, more of an annoyance without answers. Sorta like a long winded legal document.
Most of my g rated verbal hostility and sarcasm is directly related to the lowering of service standards while simultaneous raising the cost percentage for those peerspaces services.
To help maintain a constructive environment / community, I would like to add an update on the resolution to this situation:
I did eventually get a response to my question via e-mail. Albeit later than I would have liked, and not in my main inbox, it is still appreciated that the PS team did look into the matter and help draw it to a resolution today.
It would appear that the guest was the one who messed up the booking, and seemingly not an error on the Peerspace side. I am still getting a 1/2 payout for the cancelation which is better than nothing.
For the benefit of other hosts, I was advised that the phone number is the fastest way to get help for time sensitive matters, so wanted to share that as well and I am hopeful that PS will work on ways to improve their host support system for future questions. Thank you.
When I called today I had a recording that told me the phone was for emergencies only. There is eventually a way to speak to someone after pushing a few buttons—BUT—I was sent to voice mail. I filed a ticket 5 days ago and had not gotten a response from email either. 25% of the invoice was missing from my last payment so I consider this pretty urgent.
Just a little more data on this topic from another “Power Host”