Outdoorsy

Hi Jeffrey, Thank you for sharing your review. As a valued host who has been with the Outdoorsy community for a long time, we truly appreciate your partnership and dedication to providing great experiences. We're sincerely sorry for your frustration here, as we know how disappointing claim outcomes can be. Outdoorsy relies on standard reporting timelines and pre-trip documentation to ensure fair and consistent coverage across our entire marketplace. Our Claims team evaluated your submission based on communication timestamps and pre-existing condition records, which led to the final outcome for those specific items. Should you have further questions or concerns, please don't hesitate to reach out directly to your claims adjuster within your existing email thread. Outdoorsy Support

Hi Donald! Thank you for sharing your feedback. We understand how concerning it can be when there is a disagreement regarding a damage claim, and we appreciate the opportunity to clarify the current status of your case. At your request, we initiated our formal Dispute Resolution process in accordance with Outdoorsy's Terms of Service. Your Resolution Specialist contacted you just two days ago to begin gathering information and reviewing the evidence submitted by both parties. As this investigation is still in its early stages, no final determination regarding financial responsibility has been made. You mentioned feeling that renters are not adequately protected from questionable or unsupported damage claims. In fact, the Dispute Resolution process exists for that very purpose. It is designed to protect both guests and hosts by providing each party with an opportunity to present evidence, refute the other's position, and have the claim reviewed impartially before a final determination is reached. Your participation in this process ensures that your concerns and any supporting documentation you provide are fully considered as part of that review. Our Dispute Resolution process is designed to evaluate the documentation, communications, photographs, and other evidence submitted by both the guest and the host before reaching a final decision. Because that review is still ongoing, we respectfully ask that you allow the process to conclude before drawing conclusions about its fairness or outcome. We encourage you to continue working directly with your Resolution Specialist throughout the investigation. They will ensure that all relevant information is considered before a final determination is made. We appreciate your patience while this process runs its course and remain committed to providing a fair and thorough review for all parties involved. Outdoorsy Support

Hi Tokkie, Thank you for taking the time to share your feedback. We sincerely apologize for the back-and-forth experience. Troubleshooting international network and login issues requires specific security and technical checks, which led to multiple follow-up questions from our team. Because Outdoorsy operates primarily in North America, Europe, Australia, and New Zealand, automated network security filters and anti-fraud protocols can restrict platform access from non-operational regions to protect user accounts from unauthorized activity. We completely understand how frustrating that felt while trying to access your account abroad, and we want to assure you that your feedback has been shared with our product team. Outdoorsy Support

Hi Jon, Thank you for taking the time to share your experience. We certainly understand how disappointing it is when a trip doesn't go as planned, especially when you've already made travel arrangements and were looking forward to your vacation. Safety is always our top priority, which is why the host made the decision to cancel the booking rather than send you out in an RV with a confirmed propane issue. While we recognize how frustrating that was, we're glad the issue was identified before your trip began rather than while you were on the road. After the cancellation, our Concierge team proactively reached out to help explore alternative rental options but did not receive a response. Our Customer Support team also connected with you, and at that time you let us know you had already made other arrangements and declined further assistance. We're pleased to see you were able to move forward with alternate plans and that you've chosen to give this host another opportunity for your trip next year. We also appreciate that our team was able to provide a goodwill gesture in recognition of the inconvenience, and we hope it reflected our commitment to supporting you despite the unfortunate circumstances. We'd also like to clarify one point for future travelers, as well as for your reassurance. If a mechanical issue were to occur during an active trip, every Outdoorsy booking includes roadside assistance, and our dedicated Breakdown and Concierge teams work quickly with our roadside assistance partner to coordinate support, repairs, or alternative solutions whenever possible. While every situation is unique, guests are not left to navigate those situations on their own. We appreciate your feedback, as it helps us continue improving both the booking and support experience for our community. Outdoorsy Support

Hi Neil! Thank you for taking the time to share your feedback. We understand that having to cancel a trip is disappointing, especially when it affects your travel plans and finances. While we recognize your frustration, hosts on our platform independently select their cancellation policy, and refunds are processed according to the policy in place at the time of booking. Under a Moderate Cancellation Policy, the applicable portion of the rental amount is retained by the Host, as the host reserved those dates and may have lost the opportunity to accept another booking. Outdoorsy does not retain those funds. The only amounts retained by Outdoorsy are the applicable platform service fees and any other non-refundable charges disclosed during the booking process. We strive to make cancellation policies transparent throughout the booking process so guests can review them before confirming a reservation. We appreciate you sharing your experience, as feedback like yours helps us continue evaluating how we communicate our policies to our community. Outdoorsy Support

Hi Riley! Thank you for taking the time to share your feedback. We fully understand how challenging cancellation fees can be, especially when navigating unavoidable circumstances like a relocation. While our host cancellation policy exists to protect the booking experience and give guests peace of mind, we always strive to evaluate individual situations with care. Upon reviewing your account details, I am pleased to see that our support team was able to work with you toward a resolution and assist with your account. A specialist from our team will be following up with you directly to ensure all your questions have been answered and that everything is resolved to your satisfaction. We truly appreciate your partnership and thank you for being a valued part of the Outdoorsy host community. Outdoorsy Support

Hi Bruce, We're sincerely sorry you've had a less-than-perfect experience due to a canceled booking. That's certainly not the experience we want our guests to have. Although we do everything possible to prevent cancellations, they do occasionally happen, most often due to maintenance needs or damage from a previous rental. In this case, it appears that the host needed to perform some unexpected maintenance and repairs to ensure the rig was completely safe for the road. We recognize that this is a pain point for our guests, so we have a dedicated team to assist with last-minute cancellations for bookings that start within a week. Additionally, we want to reassure you that we strongly discourage cancellations. When a host cancels, their rating can be negatively impacted, and financial penalties applied. On a bright note, our Concierge team jumped into action and took care of everything for you right away! Not only were they able to secure a replacement vehicle immediately, but they also applied credits and a discount code, so the price difference was fully covered at no extra cost to you. I see you're currently on your trip, and we hope you're having a great time! If you have any questions or need assistance while on the road, please feel free to reach out to us anytime. Our Customer Support team is available 24/7 via live chat or by calling 877-723-7232. Thanks again for your feedback, and Happy Travels! Outdoorsy Support

Hi Racheal, Thanks for your feedback! We're so sorry for the frustration your damage claim has caused, especially when you weren't able to get connected with a manager right away. Please allow me to clarify that when a damage claim is filed, the security deposit is automatically placed on hold and managed directly by our Claims team while they complete their evaluation. Because this process is managed by a dedicated claims adjuster, manual charges to the security deposit cannot be made outside of that review. We always want to ensure you have the full support you need. Upon reviewing your account, I verified that you're currently in contact with your claims adjuster and our Customer Experience team. If you have any further questions or concerns, please feel free to reach back out to them directly within your existing email thread. Outdoorsy Support

Hi Stephen, We're sincerely sorry you had a less-than-perfect experience due to a security deposit claim. We completely understand how disappointing an unexpected deposit charge can be, especially when it involves a mechanical component like a leaf spring. To protect both our guests and hosts, our Resolutions team conducts a thorough, objective review of every dispute. This includes evaluating the documentation provided by both parties to carefully distinguish between routine maintenance, wear-and-tear, and damage. While we know this wasn't the outcome you were hoping for, please know these decisions are made through a careful, evidence-based review. Thank you for taking the time to share your feedback. If you have any further questions or concerns about your dispute, please don't hesitate to reach out to your Resolutions Specialist directly within your existing email thread. Outdoorsy Support

Hi Paula! Thank you for sharing your feedback. We're very sorry to hear that your trip was disrupted by tire and mechanical issues, as well concerns with the listing's amenities. Vacation time is precious, and dealing with vehicle trouble is certainly not the seamless experience we want for our guests. We're glad your friends were there to help out. Please know that Outdoorsy provides 24/7 Roadside Assistance for these exact situations, so our guests are never left stranded. That said, we completely understand your disappointment that the host didn't offer any compensation for the inconvenience. While Outdoorsy is a peer-to-peer marketplace where hosts manage and operate their individual listings, we hold our community to high standards regarding vehicle condition, maintenance, and advertised amenities. Please rest assured that we have shared your feedback with our Marketplace Quality team so we can review the host's listing and ensure our high standards are consistently met. We always encourage hosts to make things right directly with their guests. However, when expectations aren't met or an agreement can't be reached, we have a formal resolution process in place to help evaluate claims for reimbursement or compensation. One of our specialists will get in touch with you soon to address your concerns and guide you through the next steps. Once again, thank you for taking the time to let us know about your experience. Outdoorsy Support

Hi Glenn, We totally understand how stressful it is to face an unexpected damage claim, especially when you feel it didn't occur during your trip. We're sincerely sorry for the frustration this has caused. Please rest assured that when a host files a damage claim, it is not an automatic charge. Our Claims team thoroughly reviews and carefully evaluates all documentation from both sides, including time-stamped pre- and post-trip photos, to ensure a fair resolution. Upon review, it appears the claim is actively under investigation, and I verified that your claims adjuster has already reached out to you. If you have any further questions or concerns, please feel free to reply directly to them within your existing email thread. Thank you for sharing your feedback! Outdoorsy Support

Hi Bern! Thank you for sharing your experience. We understand that your reservation did not go as expected, and we appreciate the opportunity to review your concerns. Our Customer Support team has reached out to learn more; however, we have not yet been able to complete the conversation needed to fully understand what occurred. If you're willing, please respond directly to our supervisor's email, or contact us at 877-723-7232. Our team is available 24/7. We'd appreciate the opportunity to continue the conversation, review the details with you, and work toward an appropriate resolution. Outdoorsy Support

Hi Amanda! Thank you for sharing your feedback. We take the safety and security of our community incredibly seriously, and we are deeply concerned to hear that your experience left you feeling this way. We want to assure you that your host is a long-time, fully vetted, and highly professional dealer on our platform with a strong track record of successful bookings. Every transaction and interaction on our platform is secure and strictly monitored to prevent fraud, so we truly value your perspective. Upon reviewing your reservation, it appears you encountered issues with the check engine and tire pressure lights. Please be assured that we have passed your feedback along to our Marketplace Quality team to review the host's listing and ensure we are always providing the best experience possible. Additionally, I verified that you've been in contact with our Resolutions team regarding your dispute and confirmed that a refund has been processed to your original payment method. If you have any further questions or concerns, please don't hesitate to reach back out to your Resolutions Specialist directly within your existing email thread. Outdoorsy Support

Hi Lauren! Thank you for taking the time to share your feedback. We're sorry for the inconvenience and disruption this unexpected cancellation caused to your travel plans. Unexpected cancellations can be incredibly disruptive, and we understand how frustrating this experience was. While we work hard to help prevent cancellations, there are occasions when they become unavoidable, such as when an RV requires repairs following damage from a previous trip. In this case, the reservation was canceled because the vehicle was no longer available due to necessary repairs. We recognize the impact a last-minute cancellation can have on travel plans. For reservations beginning within a week, we have a dedicated team that assists guests with finding alternative options whenever possible. We also take host cancellations seriously. In accordance with our policies, cancellations may affect a host's standing on the platform and can result in applicable penalties. We also understand your concerns regarding the support you received while searching for a replacement. We can confirm that, consistent with what our Customer Support representative previously advised, your feedback has been escalated to our Marketplace Quality team for review. They use this feedback to help monitor host performance and reinforce our marketplace standards. Thank you for taking the time to share your experience. Feedback like yours helps us continue improving both our marketplace and the support we provide to our guests. Outdoorsy Support

Hi Kerrie, Thank you for sharing your feedback, and for allowing us the opportunity to provide additional clarification regarding this matter. After a careful review of the information and evidence provided by both you and the host, the matter could not be resolved internally because both parties were seeking funds. As outlined in the Terms of Service accepted when you created your account and completed your booking, your dispute was referred to an independent third-party arbitrator for resolution. Your payment was also independently reviewed through your financial institution, and the transaction was upheld. Although the Terms of Service provided you with the opportunity to have your dispute decided through an independent arbitration hearing, you declined to participate in that process after it was initiated. Our goal is to ensure disputes are resolved through a fair and impartial process for everyone involved. We appreciate you taking the time to share your feedback. While we understand that you remain disappointed with the outcome, we respect your perspective and remain committed to applying our policies and dispute resolution process fairly and consistently for all users. Outdoorsy Support

Hi Heidi, Thanks for your feedback, and we're sincerely sorry that your booking was canceled. I wanted to share the context of what happened for clarity. Upon review, it appears that the RV suffered a sudden, major mechanical failure on the way to deliver it to you. Our guests' safety is our absolute top priority, and because the vehicle was no longer safe to drive or occupy, the host had no choice but to cancel the booking immediately. We sincerely apologize for the frustration this has caused. This is definitely not the experience we want our guests to have. Our team worked to find an alternative vehicle, but due to the short notice and limited availability, a comparable replacement could not be secured in time. Additionally, we've verified that a full refund has been issued to your original form of payment, and have shared your feedback with the appropriate team for review as part of our ongoing commitment to maintaining and continually improving vehicle maintenance and readiness standards across our community. If you have any further questions or concerns, please don't hesitate to reach out to our 24/7 Customer Support team via live chat or by calling 877-723-7232. Outdoorsy Support

Hi Katherine, Thank you for posting a review. We're deeply sorry for the negative experience due to a canceled booking. This is certainly not the seamless experience we want you to have when booking through our platform. Although we do everything possible to prevent cancellations, they do occasionally happen, most often due to maintenance needs or damage from a previous rental. Upon review, it appears that the host had to cancel the reservation to address unexpected maintenance issues with the vehicle. For the safety of our community, we require all vehicles to be completely roadworthy before they head out on a trip, though we always expect our hosts to communicate these situations as quickly as possible. We sincerely apologize for the inconvenience this has caused. We recognize that this is a pain point for our guests, so we have a dedicated team to assist with last-minute cancellations for bookings that start within a week. Additionally, we want to reassure you that we strongly discourage cancellations. When this occurs, the host’s rating is negatively impacted, and a financial penalty is imposed. After checking your account, your full refund has been successfully verified and issued back to your original form of payment. To ensure you aren't left stranded, our team wants to make sure you are fully supported. If you're still looking for a replacement vehicle, please feel free to reach back out to our 24/7 Customer Support team within your existing email thread, and they'll be more than happy to assist you. Outdoorsy Support

Hi Leo, We're incredibly sorry to hear that your trip plans fell through. We completely understand how frustrating it must have been to have your original RV become unavailable, especially when the alternative offered didn't fit the dimensions of your pre-booked campsite. While our hosts do their best to accommodate guests when vehicle issues arise, we always want to ensure you get exactly what you need for a successful trip. Our support team immediately stepped in to provide alternative options, and we're deeply sorry that none of those choices worked for your trip. We sincerely apologize for the frustration this has caused. This is definitely not the experience we want our guests to have. I've looked into your account and confirmed that a full refund was issued to your original form of payment. Should you have any further questions or concerns, please don't hesitate to reach back out to our 24/7 Customer Support team via live chat or by calling 877-723-7232. Thank you for taking a moment to share your feedback with us. Outdoorsy Support