Customer cancelled two days prior to their event. My policy through Peerspace states 30 day notice required.
Customer contacted Peerspace for a refund. Peerspace told them it was up to “the host”. And, that it’s not their policy - it’s my policy. What’s the point of booking through Peerspace if they are not protecting me? I’ve always felt the benefit was that I can hope for their support in these kinds of situations.
Now, this customer is harassing me about a refund.
Peerspace has an obligation to the guest and the host. That is how they answer each group.
What cancelation policy do you have? I would follow that.
Or allow to rebook at 50% off.
Right I think Peerspace should remind them that that is the policy they agreed to when they booked. If they booked three months in advance and 21 days prior they want to cancel, that might be a situation that Peerspace could re state the 30 day policy but suggest they speak to the Host for special consideration. I personally have asked Peerspace to give a full refund in a few cases of last minute cancellation when I had not yet begun the prep for the event. During pandemic times I was feeling that letting the customer off the hook one time, perhaps will free me up for something else or perhaps have another opportunity with the guest in the future. 2 days prior for a Friday or Sat that might have been booked by someone else is frustrating.
My cancelation policy is the same. I matched what I wrote in Peerspace.
I have asked them to refund due to COVID issues as well. But, for this renter I purchased chair covers, tablecloths, turned away other renters etc… She is now absolutely harassing me, because Peerspace told her it’s up to me. Not them. What’s the point? I book quite a lot without Peerspace. I always thought there was a benefit of having them as my support/back up.
In a way, Peerspace did back you up by saying it was your choice. Although, it would have been nice if they had reminded the guest that this is what they agreed to when they rented. As far as them harassing you, either just quit responding or — tell them that you are standing by your agreement and that this is the last time you will communicate. (You could at the same time offer a discount on a future booking as had been suggested) After that, do not respond to them.
P.S. As long as you keep responding, they will keep harassing. At least, that has been my experience.
You’re right. I will stop responding.
@Teresa_S Hi Teresa! We just responded within the email thread about this cancelation. But for visibility, whenever a guest reaches out about a cancelation, we go over the cancelation policy for the booking, and then suggest they reach out to the host to possibly reschedule or look into other potential outcomes. But at the end of the day, unless there are mitigating circumstances, we stand by the host’s cancelation policy.
You shouldn’t expect PeerSpace to be working for your best interests as hosts. They aren’t your employee. They get paid when they find renters, so that is who they are working for primarily. All of their site upgrades revolve around getting more income from renters, not helping hosts with their needs. It’s your job to negotiate cancelation terms, just like as if you had a direct renter offline. It would be my recommendation to offer them a discount on a future rental to keep them as a rental client, and show that you are trying to be “fair” (I put that in quotes because what is fair is very relative for different people).