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Issue while out with a renter.

Esoto1278
Day-tripper

When there is an issue with the RV while someone has it (fridge stops working, no hot water, etc.), do you compensate or refund any amount to the renters for any inconvenience? My situation the renter said the water heater isn't working. 

1 ACCEPTED SOLUTION

JordanB
Weekend warrior II

Outdoorsy support needs to do that for you. You can call or use their online chat, and specify how much you want to refund.

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6 REPLIES 6

JordanB
Weekend warrior II

We generally refund for stuff like that, yes, because it is an inconvenience for them while they are on vacation. If the water heater failed due to misuse and it was the renters fault, that would be a different story. You can check things over once returned, and from there issue a refund if needed.

Thanks for the reply. You would refund the whole trip?

JordanB
Weekend warrior II

No, we wouldn’t refund the whole trip. A lack of water heater is an inconvenience, but their trip would be able to continue. It would likely be some percentage based on how long their trip was and at what point in the trip it broke.

How do you issue a partial refund for renters? I am not finding any option to do so and can't find it in the help guide. Thanks in advance!

JordanB
Weekend warrior II

Outdoorsy support needs to do that for you. You can call or use their online chat, and specify how much you want to refund.

jim_hofer
Weekend warrior

Esoto1278,

I could not tell from your question and comments whether the Guest contacted you for support while they were on their trip with regards to the hot water heater not working.   I make it abundantly clear to Guests that I am available if they have questions.  After several years in operation, I have found that operator error is oftentimes the source of equipment not functioning--not always, but often.  That isn't always the case.  I had an electrical element fail on a hot water heater and had a 12-volt fridge completely fail.  

I always try to do the right thing and always respond to a complaint with this, "what can I do to make it right for you?" That doesn't always include refunds.  Many times I'll offer the guest an additional night on their next trip.  Those dates often abbut their primary rental dates which almost always are over a weekend.   So, I am giving away a Wednesday or a Monday night for free when they book again with us.  If they book, it is a win.  We keep the amount earned for the trip today and have given the guest a benefit for doing business with us again. 

You are at liberty to produce and make ready any other Terms and Conditions that you find beneficial to you as the operator and to your guest.  Produce a list of things that perhaps are not numbered on the Outdoorsy agreement and have the guest sign those at the initial key exchange.  It didn't take me very long to learn people are not good at or do not want to tend to empty holding tanks.  So, I have a very simple form I started having Guests sign explaining the policy I have and the cost of not bringing tanks back as empty or fully empty as they were when the camper was picked up.  One better, I've simply gone to videoing the guest holding the tank level buttons down and documenting them before their trip.  We make it lighthearted and fun, but it also serves the purpose of the guest saying that they fully understand they'll get charged if the tanks are not properly emptied on video.  

The bottom line for me is this, the rental of my camper does not include an express or implied warranty of suitability.  In other words, the rental does not come with a Happiness Guarantee.  These things being said, I do try to accommodate guests as much as possible.  Rental is a service business.  The goal is to provide exceptional service and maintain a profit.    Thanks for the question!  

See you out there, Camper Jim