Hi Nick,
I'm sincerely sorry to hear you had a negative experience. We strive incredibly hard to make every guest experience enjoyable, so thank you for taking the time to provide us with your feedback. While we understand that going through the dispute process can be stressful, I’m pleased to see that the Resolution Specialist was able to assist by issuing you a significant courtesy refund directly from Outdoorsy. Thanks again for taking a moment to share your perspective; it's greatly appreciated!
Hi Luke,
Thank you so much for sharing your feedback. I'm very sorry to hear you’ve encountered issues with our app. We’ve recently released a newer version, so please update it in the App Store to see if this resolves the problem. Each update includes new features and performance improvements, so hopefully this will enhance your experience.
To ensure a more secure and transparent handoff and return process, all photos must now be taken live within the app. This update helps confirm that each image accurately reflects the vehicle’s condition in real time at the moment of documentation.
Please allow me to clarify some of the benefits that are included with our service fees. For these fees, we provide both guests and hosts with 24/7 international customer support via chat, email, and phone. In addition, both parties receive the security of knowing that we have dedicated teams handling claims, disputes, breakdowns, roadside assistance, driver verification, platform marketing, access to our Concierge team, insurance coverage, and many more; all at no additional cost to you.
Thanks again for taking a moment to share your thoughts, and please don't hesitate to reach out to our support team if you have any additional questions or concerns.
Hi Scott,
Thanks so much for your feedback, and I’m so glad to hear you’re enjoying the platform! I’d like to reassure you that upon return, all of your guests automatically receive a convenient review link within their booking details, making it quick and easy for them to share their experience. You might consider reminding them to click that link at their earliest convenience to let others know how their trip went and to share feedback about your accommodations. Thanks again for taking a moment to share your thoughts! It's greatly appreciated.
Donna
Outdoorsy Support
Hi Brian,
Thank you so much for sharing your feedback. I'm so happy to hear that your overall experience with the platform has been a positive one; however, I'm very sorry to hear you’ve encountered issues with our app. We’ve recently released a newer iOS version, so please update your app in the App Store to see if this resolves the problem. Each update includes new features and performance improvements, so hopefully this will enhance your experience.
Please note that the app currently does not allow photo uploads from your device’s gallery and only permits taking live, in-app photos for handoff and return documentation. This is expected behavior for the key exchange process, as it ensures all uploaded information is current and accurately reflects the vehicle’s condition at the time of handoff and return. Thanks again for taking a moment to share your experience.
Donna
Outdoorsy Support
Hi Pete,
I’m very sorry to hear that your experience with our platform was less than ideal due to a damage claim. Our goal is always to provide a smooth and straightforward claims process, and we truly appreciate you taking the time to share your perspective.
Please allow me to clarify some of the benefits that are included with the service fees. For these fees, we provide both guests and hosts with 24/7 international customer support via chat, email, and phone. In addition, both parties receive the security of knowing that we have dedicated teams handling claims, disputes, breakdowns, roadside assistance, driver verification, platform marketing, access to our Concierge team, and insurance coverage, all at no additional cost to you. Thanks again for taking a moment to share your thoughts, and please don't hesitate to reach out to our support team if you have any additional questions or concerns.
Donna
Outdoorsy Support
