What do I do if a booking results in damages or missed expectations?

Peerspace is designed to be a peer-to-peer marketplace centered around professionalism, easy communication, and trust. Hosts and guests rely on these benefits each time they use the service. In the rare incident of disputes between users, the same emphasis on professional communication and trust goes a long way towards reaching a quick and amicable resolution.

By booking through Peerspace, guests agree to cover in full any damages that they or their invitees cause during the booking. Hosts are responsible for basic cleanup and removal of trash. For more on what is considered host cleanup vs. damages that can be reported to Peerspace, review our cleaning fee reference guide. Any incidents or damage claims during a booking will be resolved through the Peerspace Dispute Resolution process.

Peerspace Dispute Resolution

FOR EMERGENCIES, CALL 911 or immediately alert the proper authorities including police or emergency response.

Hosts may end the booking immediately if any laws or Host Rules are broken. Afterward, inform the Peerspace team of your decision by emailing disputes@peerspace.com.

For non-emergency disputes, users must report the incident to all parties, including Peerspace, within 3 calendar days (72 hrs) of the booking’s conclusion.

  1. Message the host or guest through the Peerspace platform with an explanation of the incident in an effort to reach an amicable resolution.
  2. If you are a host, report any overtime or damages in the form emailed to you at the booking’s conclusion (subject “How did it go with --? Any extra charges?”). Note that evidence and quotes from a licensed vendor will be required by our team during this process.

If you reach a decision without involvement from Peerspace, share your resolution via email to disputes@peerspace.com and we'll confirm it with both parties, then process payment accordingly.

If you are unable to reach a resolution with the other party, you can escalate the incident to our Disputes team by emailing a thorough description of the issue, including photos, video, a walkthrough report or similar of the damages. You must also include proof of value for damaged items (i.e. purchase receipt) or an estimate from a licensed vendor for repairs to disputes@peerspace.com. Upon receiving your email, our Disputes team will:

  1. Inform both host and guest that a dispute has been filed
  2. Request any additional information to be submitted to disputes@peerspace.com over the next two business days.
  3. Pending the conclusion of our review, the Disputes team will inform the host and guest of their resolution and process any associated payment*

By involving Peerspace in your damage dispute, you agree to accept our decision. Note that using messaging through Peerspace helps bring any potential disputes to a resolution more quickly. Peerspace may hold or reverse any host payouts until a decision has been made by our team.

In certain cases where Peerspace is unable to render a decision, we may elect to send the dispute to a neutral third-party arbitrator who can render a binding order based on the submission of appropriate documentation and evidence. For more information about the arbitration guidelines related to disputes between you and Peerspace or you and another user, review the Services Agreement.

Additional Safeguards

Hosts and guests should always ensure that they have the proper insurance in place for the activity being booked (this is a requirement for using Peerspace). In addition, Peerspace provides hosts liability insurance for claims up to $1,000,000 brought against them by guests. The Peerspace Customer Success team can help guests obtain short-term event insurance for their booking when required by a host.

Hosts can also require a day-of security/damage deposit in the form of a check or credit card authorization that the guest would provide in person at the start of the booking. Provided there are no damages to the space, this deposit would be returned to them at the end of the booking. Hosts wishing to require this type of deposit must clearly state so in their listing's Host Rules, including the required deposit amount.

We recommend that hosts and guests thoroughly document the condition of the space as received at the booking’s start time and again after the booking’s conclusion to ensure that proper evidence is available in the event of a dispute.

Read our Services Agreement for more information on disputes, as well as our articles on insurance and security deposits.

*Occasionally, circumstances may require additional time for the Peerspace review.

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