Outdoorsy

Hi there, We're incredibly sorry to hear about your experience. This is certainly not the type of experience we want our guests to have. Upon review, we can confirm that both parties had agreed to a pickup time of 4:00 PM. In an effort to accommodate a later arrival, the original pickup timeframe was extended; however, when it became apparent that the pickup would not be completed by the agreed-upon time, the host ultimately had to cancel due to a prior work obligation that required them to leave at 4:00 PM. We understand that unexpected scheduling challenges can arise. As many of the RVs on our platform are independently owned and operated, hosts often balance rentals alongside their personal and professional commitments. While we recognize the inconvenience and disappointment this situation caused, our review of the communication indicates that the host made efforts to accommodate adjustments before determining that the booking could no longer proceed within the available timeframe. Lastly, we are pleased that a full refund was provided following the cancellation. While we understand that a refund does not replace the time spent planning for a trip, we are glad that the matter was resolved promptly by the host and our customer support team. Thank you for taking a moment to share your perspective. Outdoorsy Support

Hi Leslie, We're sorry to hear you had trouble canceling your booking. We'd love the opportunity to investigate your experience further and look into what happened; however, we're unable to identify your account or booking with the information provided here. Please contact us directly at [email protected] with "ATTN: DALE" in the subject line so we can look into this for you. We look forward to hearing from you soon. Thanks for your review! Outdoorsy Support

Hi Milan! We're sorry to hear you had to cancel your booking, and we understand your dissatisfaction with the host's cancellation policy. As a peer-to-peer marketplace, cancellations are automatically processed according to the host's selected policy, which is agreed upon at the time of booking. Upon reviewing your account, it appears that your host has a Moderate Cancellation Policy, which stipulates a full refund of the nightly rental amount if the booking is canceled before 6/17, while service fees and their associated taxes are non-refundable. We have confirmed that your partial refund has been successfully issued to your original form of payment. If you have any further questions or concerns about your refund, please feel free to reach back out to our 24/7 Customer Support team via live chat or by calling 877-723-7232, and we'll be happy to assist you. Outdoorsy Support

Hi Josie, Thank you for taking the time to share your perspective once again. We respect your strong concerns regarding platform fees, claims handling, and your overall experience as a host. While we recognize that not everyone will agree with our policies or processes, we appreciate your feedback and the opportunity to better understand your viewpoint. Feedback from our host community is important and helps inform ongoing discussions about the platform experience. Outdoorsy Support

Hi Lu, Thank you for sharing your feedback, and we're very sorry to hear that you feel unsupported during the dispute process. We want to assure you that our Resolutions team’s goal is to act as an impartial, neutral mediator. Their role is to objectively review all platform messages, documentation, policies, and all evidence provided by both parties to reach a fair outcome, rather than advocating for one side over the other. We would love the opportunity to investigate your feedback further; however, we're unable to locate your account and booking with the information available here. Please contact us at [email protected] with "ATTN: DALE" in the subject line. We look forward to hearing from you. Outdoorsy Support

Hi Josie! Thank you for sharing your perspective. We understand that claim outcomes and platform fees can be frustrating, particularly when there is damage to a vehicle and expectations regarding coverage are not met. Regarding service fees on items such as fuel, cleaning, or dumping charges, these fees help support the infrastructure, payment processing, customer support, trust and safety measures, and dispute resolution services that facilitate transactions on the platform. Additionally, these charges help maintain consistency across bookings and fee structures. While we are not suggesting that this applies to your business practices, service fees on these charges help discourage situations where costs are shifted away from the nightly rental rate and into add-on fees. Maintaining a consistent fee structure helps promote transparency and fairness for both guests and hosts across the platform. We recognize that you disagree with certain claim decisions and appreciate your feedback regarding the claims process. Coverage determinations are based on the applicable policy terms, available documentation, and the specific facts of each claim. We understand that these decisions are not always the outcome hosts hope for, and we appreciate you taking the time to share your concerns. Outdoorsy Support

Hi Kraig, We understand that canceling plans is disappointing, and we’re very sorry to hear you're dissatisfied with the host's cancellation policy. As a peer-to-peer marketplace, all cancellations are processed in accordance with the host's cancellation policy, which was agreed to at the time of booking. Upon reviewing your account, it appears that your host has a Strict Cancellation Policy, which stipulates that the nightly rental amount is non-refundable, while add-ons, delivery fees, prep fees, protection packages, and their associated taxes are refundable. We have confirmed that your partial refund has been successfully issued to your original form of payment. If you have any further questions or concerns about your refund, please don't hesitate to contact our 24/7 Customer Support team via live chat or by calling 877-723-7232, and we'll be more than happy to assist you. Thank you for taking the time to share your feedback! Outdoorsy Support

Hi Bern, We're sincerely sorry to hear you had issues with your RV rental. This is definitely not the standard we aim for. After looking into this, we found that your reservation was booked directly through the dealer's website, not through Outdoorsy. Please reach out to them directly to handle your dispute and any further questions. We have passed your comments along to our Marketplace Quality team so they can review this dealer's listings. Thank you for taking the time to let us know about your experience. Outdoorsy Support

Hi Chuck! Thank you for taking the time to share your perspective with us. Please allow me to clarify that Outdoorsy operates as a peer-to-peer marketplace platform. This means that, aside from our standard 10% service fee, hosts independently determine nightly rates and additional fees associated with their listings. While we are unable to authenticate the specific experience described based on the information you provided to this platform, generally speaking, nightly rate fluctuations can sometimes occur due to host-configured pricing settings, such as weekend pricing, holiday rates, seasonal adjustments, or other automated pricing factors. Transparency is vitally important to us, which is why Outdoorsy provides a full cost breakdown prior to booking confirmation. This includes nightly rates, guest fees, optional host add-ons, insurance protection costs, taxes, applicable service fees, etc., so guests can review the complete pricing details and ensure they are fully informed of the total reservation cost before completing their booking. We encourage you to contact our support team directly and verify your account information so we may review the reservation details more thoroughly and provide additional clarification specific to your booking. Thanks again for taking a moment to share your feedback! It's greatly appreciated. Outdoorsy Support

Hi there, I'm very sorry to hear you had trouble completing your reservation and that your experience with our chat service did not provide the level of support you were looking for. While our AI is designed to handle quick requests, it is certainly not meant to replace human support. If you find that the AI is not meeting your needs, simply type "live agent" or "representative" in the chat, and you will be connected to a specialist immediately. Additionally, I'd like to reassure you that our 24/7 Customer Support number, 877-723-7232, is clearly indicated on every page of our website to ensure you can always reach our live support team directly. I'd love the opportunity to learn more about your experience; however, I'm unable to locate your account with the information available here. Please contact me directly at [email protected] with "ATTN: DALE" in the subject line, and I'll be more than happy to assist you with your booking personally. I look forward to connecting with you. Thank you for taking the time to share your feedback. Outdoorsy Support

Hi James, We’re really sorry you had to deal with your original booking being canceled, we know that’s never a great experience and can throw a wrench into your plans. While we do everything we can to prevent cancellations, there are times when something unexpected comes up, like in this case where the host’s tow vehicle needed repairs after a prior rental. We completely understand how frustrating that can feel, especially when you’re counting on everything going smoothly. That’s exactly why we have a team dedicated to helping guests through last-minute changes and getting things back on track as quickly as possible. We also take cancellations seriously on the host side, and they can face impacts to their rating along with potential financial penalties. That said, we’re really glad you were able to find a replacement so quickly, that’s always a relief in situations like this. As for the chat experience, our AI is there to help with quick questions, but it’s definitely not meant to replace a real person. If it ever feels like it’s not getting you where you need to go, just type “live agent” or “representative” and you’ll be connected right away. You can also call our Customer Support team at 877-723-7232 anytime, we’re here 24/7 and always happy to help. Thanks so much for taking the time to share your experience with us, we really do appreciate it. Outdoorsy Support

Hi Agustin, We’re truly sorry for the disruption to your trip, especially given the extremely short notice of the cancellation. We understand how frustrating that must have been, and it’s not the kind of experience we want for our guests, so thank you for bringing this to our attention. After reviewing the situation, it appears the host canceled due to a stolen battery and delays in securing a replacement. While we recognize the circumstances the host faced, the delayed communication is deeply concerning, and appropriate actions have been taken to address this directly with the host. This should have been communicated much earlier so you had more time to make alternative plans. We sincerely apologize for the inconvenience this caused. A full refund has been issued to your original form of payment, and I’ll be reaching out directly to address any additional concerns and see how we can better support your future travel plans. Thank you for taking the time to share your feedback with us. Outdoorsy Support

Hi Bryant, We're sorry for any confusion regarding the delivery fee on your booking request. Upon review, it appears that you selected the host's optional "Delivery Service" add-on. Please allow me to clarify that this is separate from the standard delivery fee. As per the description, the Delivery Service is an additional service provided for the dropping off and picking up of the camper at your home. If you do not intend to use this service, please update your booking and remove the add-on on your trip page. Should you need any assistance, please feel free to contact our 24/7 Customer Support team via chat or by calling 877-723-7232, and they'll be more than happy to assist you. Thank you for taking the time to share your feedback. Outdoorsy Support