Outdoorsy

Hi Billie! This is definitely not the experience we want for our guests, and we appreciate you taking the time to share your feedback. We know your time is important, and we’re sorry for the frustration this situation caused. At this time, we’re unable to locate an account using the information provided. Based on what you described, it appears the reservation may have been made using our Instant Book option. With Instant Book, reservations are confirmed automatically at the time of booking and do not require manual approval from the host. Because of this, the reservation fee is charged immediately and may be subject to the host’s cancellation policy if the booking falls outside the 48-hour grace period. We always want to be transparent, so we encourage reviewing the Help section of our platform, where the Instant Book process and grace period details are outlined in full. Thank you again for sharing your experience. Donna Outdoorsy Support

Hi Max! Thank you for taking a moment to share your feedback. I'm terribly sorry to hear that you're dissatisfied with our pricing breakdown. Please allow me to clarify these fees a bit more. Since we're a peer-to-peer marketplace and all of the RVs are independently owned, all add-on fees and nightly rates are stipulated by the host. Transparency is essential to building trust with our customers, which is why our platform clearly outlines all costs before a reservation request is submitted. During checkout, customers are provided with a hyperlink and dropdown menu that list each host’s add-on fees, including insurance costs, service fees, and any state-specific taxes. This ensures that every customer has full visibility into the total price prior to completing their booking. Thank you again for sharing your experience and for giving us the opportunity to clarify our commitment to transparency. Donna Outdoorsy Support

Hi Stephanie, Thank you for taking a moment to share your feedback and giving us the chance to clear things up about how our security deposit authorization holds work. The authorization renews itself every seven days by default, unless it’s claimed at the end of the trip or seven days have passed after the trip with no claim. At that point, the hold simply drops off and is released back to the guest. If a 30-day hold was placed, that timeline overrides the seven-day renewals. In your case, because a chargeback was filed by the guest with their financial institution, the bank automatically declined the reauthorization, which caused the hold to release. That part of the process is fully controlled by the bank, not us. We truly appreciate you sharing your perspective and giving us the opportunity to clarify this process, as our support team and management reviewed with you earlier. Outdoorsy Support

Hi Florabelle, Thank you so much for sharing your feedback, and I’m truly sorry to hear you had a negative experience; however, we're unable to locate an account associated with the information you provided, and did not receive a response when we requested additional details about your account. Please contact us directly so we may confirm this was an authentic Outdoorsy experience and investigate it further. Thanks so much! Outdoorsy Support