Hello, Peerspace seems to be charging 18% for “service fees” and 12% for “processing fees.” This is a 30% fee!! Just because it’s charging one fee from the host and the other from the renter does not change the fact that this is a 30% fee.
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Hello,
I do not know if you are a new host but Peerspace has always charged a percentage to a host and a guest. It is in the community guidelines under How Does Peerspace Calculate its Service Fees. It does not give the percentage amount but other platforms charge as well. Peerspace charges these fees to help cover the costs of running their business, including completing your transaction and providing support for your booking and all services added.
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Hi Miranda, welcome to the community, this is the Operations Director for Graham’s listing. A couple quick reminders (PS mods please chime in if any of this sounds inaccurate/has been amended):
-Peerspace’s processing fee charged to renters is actually a sliding scale for total spend below $1k, depending on a number of factors roughly 9-13%, but also a flat 8% for renter spend over $1k, e.g. for hours/add-ons/cleaning totaling $1,200, they’ll be charged $96 in fees).
-Peerspace’s sole revenue model is through bookings. We have one space for example where we have three different listings for (meetings/events/production), and don’t pay any quarterly or annual fees for it like we do on other marketplaces, venues can place as many as they like with no placement fees.
-These fees go toward, among other operating costs, a marketing effort that far and away produces more/better quality leads than multiple other marketplaces combined.
Hope this clarifies a bit!
Cheers,
Dominick
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except the support is not readily available. there needs to be more available support for what they’re charging.
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@Vincent_C thanks for your feedback. Do you mind elaborating on what you are looking for with regards to more available support? How long do you expect to wait for a response to a support or customer service issue? Our team has service standards in place and goals for live support uptime 7 days/week, so I just want to make sure we understand and are guiding towards the proper expectations. Thanks.
when I’m able to reach support, either through chat (preferred), email or a call they are almost always very helpful and knowledgeable. The issue I find is the consistency and reachabilitiy. The call always go to voicemail (the message is painfully slow and awkward too BTW), chat is inconsistent and often times shuts down, or I give up due to length of time to connect with a live agent. I understand that there are growing pains but when you are collecting a premium percentage off of my bookings, I expect premium support . also, what would help me is knowing the guest inquiry a little better. we are judged based on our response times yet I can’t tell from the outset if it is a serious inquiry or a fishing along with how knowledgeable the guest is on booking on peerspace. it often comes to me, as a host educating the new guests on how the platform works and benefits both guests and hosts. nonetheless, I appreciate what you do and almost always have a pleasant positive experience when connecting directly with the support team.
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And they could add the ability to share photos or videos in messages to help inform guests of things… or allow video walkthroughs on listings… or add discount codes to send out, anything other than an 8 hour discount. There are so many things that could be improved.
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@Matthew_B agreed on all the above suggestions and I’ll give you an example from a current experience. I had a recent guest do $1500 worth of damage in my home. If I pursue through Peerspace I pay a$100 deductible for your involvement. Again, for a 30% cut off the top of the booking this feels like overkill.
Thanks for the helpful feedback @Miranda_J. To clarify regarding the Property Damage Guarantee, this benefit is in place for you if you are unable to receive payment from the guest for damages. Its a guarantee that Peerspace will reimburse you for approved damages that the guest is liable to you for. I would recommend attempting to collect full payment from the guest if you are able to do so, but this unique protection is in place in the unfortunate situations where that is not possible. We will get as close to making you whole as possible in these circumstances.
I haven’t been able to get a Peerspace CSR on the phone in 8 months. Every time I call there are no available reps, it takes 3 days minimum to get a response to an email for an event that has already been taken care of. Its laughable. Even the powerhost line is never actually available to us to speak with someone.
Mainly when I want to accept a booking for same day, its a race to get it before two hours prior to the booking and then we have to book space for a different time which then clogs the calendar. We should be able to determine when our cutoff for bookings is.
Everything Meredith and shotti said. No one is available to take calls but you’re available to take aa huge percent of my bookings. so there needs to be more people (or just people in general) available to assist. it shouldn’t be m-f. most event bookings and film shoots happen on weekends that’s the time assistance is needed the most.
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I’m new to Peerspace and I got a booking the day I posted. %30 fee is what I pay anyone that brings business to us anyways… so I’m ok with it… and if they reduced their fee, I’d be happy with that also. 
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It’s historically unlikely that guests who cause damage will be willing to reimburse the host, so the explanation of “this is in place just in case you can’t get reimbursed from the guest” is a slap in the face - when someone doesn’t care enough to treat your property with respect, it is unlikely they will treat you with respect either, and since we have no legal authority as hosts (we’re not cops), and there is no recourse for us as hosts other than the property guarantee, it is unlikely that any guest who doesn’t feel like reimbursing us will ever do so, and thus it is unconscionable that you would charge us a deductible.
The deductible should be charged to the guest (as should the damage fees). You should require solid evidence from the host, sure, but the host should not be billed anything to replace their own damaged property. Your policy even tells guests that they may be subject to fees/fines/penalties for violations of the agreement…so what does it take to trigger those if not property damage?
Your policy states BOTH that we should not take communication and payments off the platform, AND states that we should form a separate agreement and take a deposit on our own. You can’t have it both ways. Additionally, how is a small operator supposed to take a deposit? You do understand that’s not something we can accomplish easily - my phone does not have a “deposit” function, and zelle/venmo are not designed for that type of use. Other than physical cash, which is a giant pain in the ass to deal with, unless we’re a brick and mortar retail business, we have no reasonable solution for deposits. You should have a deposit function on the platform if you’re going to tell us we should be taking them, or a simple to follow step-by-step instruction manual for using a 3rd party site for deposits (also another opportunity for you to increase your revenue stream with a partnership). The same goes for low-cost event insurance and production insurance. Why aren’t you partnered with Full-Sail or similar vendor?
Bottom line, don’t make patronizing suggestions that sound logical at face value but have no basis in reality.
These are things you should be working on and where the extra money you make with your increased pricing should be being spent.
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