We’ve had a few guest asking if they can pay us off-app for extras and overtime. We always say “no”, because we don’t want to break the Peerspace “rules”. How do you handle this when a guest is insistent?
We have 70 five-star reviews and one two-star retaliatory review because the (first time Peerspace user, and never since) guest was absolutely blowing his top because we told him we would not accept off-app payments for overtime. He texted us like 6 times DEMANDING we recuse our overtime charges on the app, then gave us a bad review when we said “no”. We tried appealing to Peerspace, but they didn’t seem to care. Our booking have TANKED since this incident. I guess we will have to just accept off-app payments (or only do ■■■■■■■■? in the future.
Hi Julian,
First, thanks so much for upholding policy and keeping payments on the Peerspace platform. Keeping post-booking charges inside Peerspace is the only way to ensure you are covered by our Property Damage Guarantee and other forms of support if something goes wrong.
We understand how frustrating it is to receive an unfair review as a result, especially with an otherwise excellent 70-review track record!
To maintain a fair marketplace, Peerspace strictly prohibits retaliatory reviews from both hosts and guests. Our Customer Experience team is happy to investigate and remove reviews that are retaliatory in nature, provided there is clear evidence supporting the claim.
We can see you’ve already got in touch with our team, and you can expect an update via email soon. Thanks again for bringing this to our attention!
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Hi @Julian_B, sorry to hear that you had to go through that, it is extremely frustrating. I just tell them that I would love to help them out, but I can’t risk my entire business being affected by going off the platform. Depending on the circumstances, I’ve even charged them the regular rate instead of the Overtime rate, just to try to help out with the extra fees. Best Wishes and hope it gets resolved for you.