Hi Stuart!
Thank you for taking the time to share your feedback. We’re sorry to hear that your experience did not meet expectations. At this time, we were unable to authenticate an account with the username and information provided. However, based on the details shared in your review, it appears the reservation may have been subject to the host’s cancellation policy, as the booking was canceled outside of the applicable grace period. We understand how important clarity is in these situations. The grace period terms and cancellation policy are outlined within the booking details at the time of reservation and in our Help section, which is conveniently located at the bottom of every Outdoorsy landing page. We truly appreciate you sharing your perspective, as your feedback helps us continue improving the experience for everyone on our platform.
Thank you as well for the opportunity to provide additional context around our service fees. These fees help support both guests and hosts by providing access to 24/7 international customer support via chat, email, and phone. They also help cover important services such as claims and dispute management, breakdown and roadside assistance coordination, driver verification, platform marketing, Concierge support, insurance offerings, and other protections designed to support a safe and reliable experience for all parties.
Thank you again for taking the time to share your feedback and for allowing us the opportunity to provide clarification. If you have any additional questions or concerns, please don’t hesitate to reach out to our support team.
Outdoorsy Support
Hi Sarah,
Thank you for taking a moment to share your feedback. Transparency is very important to us, so we’re sorry to hear the final total was a surprise.
We'd like the opportunity to review the listing you were looking at; however, we're unable to find your account with the information provided here. Additionally, we’d love to get more details about your experience with our app and website. Our product development team is always striving to make our platform as efficient as possible, so your feedback is valuable.
Please contact us directly at [email protected] with 'ATTN: DALE' in the subject line so we can address your concerns. We look forward to hearing from you soon!
Outdoorsy Support
Hi Charese,
We're sorry to hear that you're dissatisfied with the payment for your claim. Thank you for sharing your experience and allowing us the opportunity to clarify the matter further. Upon closer review of the adjuster's report, it appears the invoice submitted for the supplement request does not provide evidence of impact damage or confirm that the failure resulted from the rental incident.
Insurance coverage is strictly limited to the specific damages that occurred during the booking in question. If you have any further questions or need clarification, please feel free to reach back out to your adjuster directly within the email thread where you've been communicating.
Outdoorsy Support
Hi Kim,
We're sorry for any confusion regarding our protection package. Transparency is very important to us, so thank you for taking a moment to share your feedback.
Please allow me to clarify that the full details of our coverage are indicated in our Terms of Service and conveniently accessible for quick review during the checkout process, prior to finalizing the reservation. If you have further questions or would like additional clarification, please don't hesitate to contact our 24/7 Customer Support team via chat or by calling 877-723-7232. We'll be more than happy to assist you.
Outdoorsy Support
Hi Tinikka,
We're sorry to hear you had to cancel your travel plans due to an accident, and we hope you're doing well. After reviewing your account, it appears that your booking was not canceled; we, as well as the host, did not receive any communication from you regarding a cancellation after the booking confirmation or during your trip dates.
Please allow me to clarify that since we're a peer-to-peer marketplace and all RVs listed on our platform are individually owned and operated, all cancellations must be in accordance with the host's cancellation policy that was agreed to at the time of booking, per our Terms of Service.
It appears our support team is currently awaiting additional documents regarding the dispute you filed with your bank before we can move forward toward a resolution. Once available, please feel free to reach back out to them within the email thread you've been communicating.
We sincerely apologize for any inconvenience this has caused you. Thank you for taking the time to provide us with your feedback.
Outdoorsy Support
Hi Megan,
We're so sorry for the confusion around our cancellation policy. Transparency is very important to us, so thank you for taking the time to provide us with your feedback, and for allowing us the opportunity to clarify this further.
These fees help cover the operational costs associated with managing the platform, bookings, insurance coverage, 24/7 international customer support, disputes, concierge services, etc., and are outlined in our Terms of Service when making a reservation.
It looks like our support team is already jumping in to help you with the cancellation process, but if you have any other questions at all, just let us know. We’re always happy to help!
Outdoorsy Support
Hi Bill,
Thank you for taking the time to share your experience and allow us the opportunity to clarify the security deposit authorization hold process, as previously explained by our customer support team.
We can confirm that only one authorization hold in the amount of $1,500 was placed on your credit card. This hold was not a charge. It was an authorization to temporarily reserve funds and, as designed, the same authorization amount was reauthorized seven days later. This does not constitute a second charge, as no charge occurs during an authorization hold unless the host submits a valid claim.
Authorization holds automatically expire if no claims are submitted for damages, ancillary fees, or overages. Because these holds are not charges, the funds do not appear as a credit on your account when released. Instead, the hold simply expires and the funds become available to you again.
In this instance, the host claimed a small portion of the security deposit for ancillary dumping charges, which were disclosed in the listing and agreed to at the time of booking. The remaining balance of your security deposit was released successfully on August 30, 2025.
If you require confirmation of when the authorization fully cleared on your account, we recommend contacting your credit card issuer directly, as processing timelines vary by financial institution. Thanks again for your perspective.
Outdoorsy Support
Hi John!
Thank you for sharing your perspective and giving us the opportunity to clarify our process regarding dispute-related refund requests. The booking was appropriately referred to our Dispute Resolutions team for investigation and mediation, as the insurance Claims team does not investigate or facilitate refunds. We want to reassure you that this is the correct and standard procedure for handling these types of requests.
To help us move forward productively, please continue communicating with your Resolution Specialist in a respectful and cooperative manner so we can work toward an appropriate resolution. Please note that inappropriate language toward our customer support team violates our policy and could interrupt the resolution process. We appreciate your patience, understanding, and willingness to work with us throughout this process. Thank you again for taking a moment to share your experience and the opportunity to investigate this further.
Outdoorsy Support
