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. Any incidents during a booking will be resolved through the Peerspace dispute resolution process.  

Keep in mind, guests are encouraged to tidy up and be respectful of your space and personal belongings during the booking, but understand that the host is responsible for basic upkeep and removal of trash. For more information on what is considered cleaning vs. damages, please review our cleaning fee reference guide.

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 house rules are broken. Afterward, inform the Peerspace team of your decision by emailing disputes@peerspace.com.

For non-emergency disputes, users must begin the dispute process within 3 calendar days of the booking. Like all communications on Peerspace, this process is initiated through communication between the host and guest via our messaging features.

  1. Message the host or guest with an explanation of the incident in an effort to reach an amicable resolution. When a decision is reached, share your resolution via email to disputes@peerspace.com and we'll confirm it with both parties, then process payment accordingly.
  2. If you are unable to reach a resolution with the other party or feel uncomfortable contacting them directly, you can escalate to our 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 dispute 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. After two business days, the dispute 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.

Additional Safeguards

Hosts should always ensure that you and your guest have the proper insurance in place for the activity being booked, particularly for larger events and productions. In addition, Peerspace provides host insurance for liability 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.

Read our user agreement for more information on damages, as well as our articles on insurance and security deposits.

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

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