Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our team was left scrambling when PeerSpace canceled our confirmed executive boardroom reservation with less than 24 hours' notice. After weeks of planning a critical client meeting, we received a cancellation email the afternoon before our 10am meeting.The lack of professionalism and consideration for our business needs was disappointing. No alternative solutions were offered other than to change our meeting times, no assistance finding a replacement space, and the explanation provided was a scheduled personal appointment. This last-minute cancellation forced us to scramble last minute with an important stakeholder and damaged our professional reputation.While their facilities may be adequate, a rental service that cannot honor its commitments is fundamentally unreliable. I strongly recommend seeking more dependable options for important business functions. Our company will not be attempting to use their services again.

  Business Response

  Date: 04/20/2025

  Hi ******,

  Thank you so much for taking the time to leave a review and bring this to our attention. We're truly sorry to hear about your experience and appreciate the opportunity to provide some clarification.

  Peerspace is a third-party platform that connects guests with available spaces listed by independent hosts. Hosts own the space that they list on the platform. Each host is responsible for managing their own availability, calendar, and communication. When a host accepts a booking, they are expected to honor that agreement and follow through with the reservation.

  As part of our Terms of Service, hosts agree to meet specific expectations, and failure to do so may result in penalties or removal from the platform. In line with our Cancellation Policy, Peerspace also reserves the right to cancel bookings when deemed necessary. As stated in the policy:

  Peerspace may decide, in its sole discretion, that it is necessary or appropriate to cancel a confirmed Booking Neither Peerspace nor any of the other parties to the cancelled Booking shall have any liability or obligation for any such Peerspace-initiated cancellations.

  After reviewing your booking details, we can confirm that the host initiated the cancellation. We understand how disruptive this must have been for you and your team, and we sincerely apologize for the inconvenience. A full refund has already been processed, and you should see the funds returned to your account within 510 business days. Additionally, this host has been flagged to our *************** Team for review. They will follow up directly with the host and take any appropriate action.

  If theres anything else we can do to support you or help you find a new space, please dont hesitate to respond to the agent who reached out regarding this cancellation. If there were any losses associated with the cancellation, wed love the opportunity to assist in pursuing them per our Cancellation Policy. Please note that if we dont receive a response regarding those losses within 72 hours of the cancellation, we may not be able to proceed with further action.

  Sincerely,

  Peerspace

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I asked them to delete my account. The services on their website have false advertising and I was no longer interested in having an account. In an email, they refused to delete my account. I am still receiving emails from other members. This company is unprofessional and need to be looked into.

  Business Response

  Date: 04/08/2025

  Hi G.G.,

  Thank you for reaching out, and were sorry to hear about your experience. Wed love to help resolve this concern for you. However, the email address and phone number you provided do not appear to be connected to an active Peerspace account.

  To assist you further, please provide the details of the account, and our Customer Experience team will take the necessary steps to deactivate it. Additionally, we can only process deactivation requests from primary account holders, so well need either a confirmation or the last four digits of the payment method or bank account on file.

  Once the information is verified, we can deactivate your account. Please note that while the information will be removed from the marketplace, archived or cached copies may remain for a period of time, which includes any ads that were active during your account's use. Cached assets are usually permanently archived within 34 weeks.

  Thank you for your understanding, and we look forward to resolving this for you soon.

  Peerspace

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23169536
  
  I am rejecting this response because:
  

  hi, how am I supposed to provide my information if Im being told not to give out my information? This response I just received says Please note the text of your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any personally identifiable information in your response. Im okay to give my email that is associated with my account but I dont want it posted on the bbb website, *********************************************

  
  Sincerely,
  
  G G

  Business Response

  Date: 04/12/2025

  Hi G.G.,

  Thank you for your response, and apologies for any confusion caused. The initial request was for you to reach out to us directly, as we werent able to locate an account associated with your email address.

  Please contact our Customer Experience Team via email with the necessary information. You can title the email "BBB - Account Removal Request", and an agent will follow up with you as soon as possible.

  Peerspace

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23169536
  
  I am rejecting this response because:
  
  

  hi I just sent another email to your costumer service with the subject BBB - Account Removal Request. I sent it attached to the original email conversation we had when I originally requested my account to be deleted and the representative did find my account just didnt delete it. Thanks 

  
  Sincerely,
  
  G G

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday, February 8, 2025, we held our marriage proposal but were not pleased because we believed it was falsely advertised.The venue was located in an apartment building, which was located on floor six of eight. It is not a rooftop. Then, when accessing the space, we found out we had to walk through his apartment, which was not mentioned in the description. It just confirms that the space is a balcony and not a rooftop. Paying $821.00 for a space that was not properly advertised is absurd. The host left a positive review for me, but after I submitted my review about the space highlighting the details above, Von C. deleted the review he left for me and the review I posted. It appears as though he deletes reviews detailing the experience that he does not agree with or wants to hide and not the guests' personal experience, which leads to continuous false advertising. Per the photo, the last review posted was Feb. 3rd, so you don't see our review. His space is listed twice on Peerspace with different rates, but the same reviews, add-ons, etc. I asked him if the rate fluctuates, and he said, "No". (see attachment). Again, this is a false advertisement.Peerspace should not allow hosts to control reviews because it does not allow honest feedback from guests. People base their rentals on reviews. Von Cs reviews are not honest and we believe we were misled and overcharged for the space.I shared the following information with Peerspace but the have not responded:Please note that in 2025, the ************************ (***) settled a lawsuit against Fashion Nova for concealing negative reviews on its website. This is precisely what Von C is doing on your platform, and it is being allowed. Hosts should not have control over reviews, as this leads to falsifying and concealing information. I have filed a complaint with the *** against PeerSpace and Von C.

  Business Response

  Date: 03/11/2025

  Hi ******,

  Thank you for leaving this review and bringing these concerns to our attention. Were sorry to hear about your experience and would like to provide some clarity regarding your case.

  First and foremost, when hosts list spaces on Peerspace, they can choose from three different types of listings: Event, Off-Site, and Production. When you searched for spaces for your wedding proposal, you were matched with Event listings, which led to the hosts space.

  This particular host has listings for both Productions and Events, each with different pricing. Each listing type comes with its own specifications and requirements. Hosts also set the rates for their spaces as they own them. Since you booked through the Event listing, the correct rate of $199/hr was applied. The reviews displayed under each listing are connected to the bookings that were made under that specific listing type.

  According to our Terms of Service, any disputes or concerns regarding bookings must be reported within 72 hours of the bookings completion. Your booking concluded on February 8, 2025, and you reached out on February 20, 2025. Unfortunately, as your concerns were raised past the 72-hour window, we are unable to pursue a refund. We have also notified the *************** team about this situation and they will be speaking with the host regarding their space. 

  After a booking is completed, both the host and the guest are invited to submit a review about their experience. Reviews are only published once both parties have submitted them. Reviews can also only be removed if they violate our Community Guidelines. Weve reviewed the submitted reviews and have reinstated them. 

  We hope this helps clarify our policies, and we appreciate your understanding. Congratulations to your son, and please let us know if theres anything else we can assist with.

  Sincerely,

  Peerspace

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23044737
  
  I am rejecting this response because you stated, "Reviews can also only be removed if they violate our Community Guidelines. Weve reviewed the submitted reviews and have reinstated them." However, my complaint did not violate any rules or regulations. A host should not have the power to selectively remove reviews simply because they disagree with a guest sharing factual information that was not disclosed in the listing.

  
  Additionally, the advertisement fails to mention that access to the "rooftop" requires passing through the hosts apartment. Furthermore, the so-called "rooftop" is not actually a rooftop but is situated on the sixth floor of an eight-floor building. This misrepresentation is misleading to potential guests.
  I request a fair and thorough review of this matter.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 03/17/2025

  Hi ******,

  Thank you for your response. We completely understand your confusion and appreciate the opportunity to provide further clarity.

  First, you are correct that your review did not violate our Terms of Service, which is why it has been restored on the platform. We sincerely apologize for the initial error.
  Hosts also do not have the ability to remove reviews themselves. If a host disagrees with a review from a past booking, they can reach out to us. Reviews are only removed if they are found to violate our Community Guidelines.

  Regarding your concern about the space, we always encourage guests to communicate with hosts before submitting official booking requests. Many hosts prefer or require a site visit to ensure the space meets the guests needs and expectations. This host also encourages that in their listing description. Weve flagged this issue to our *************** team so they can follow up with the host as well. While we understand how the title may have been misleading, we are unfortunately unable to pursue a refund on your behalf as this was brought to our attention beyond the 72 hour time frame as detailed in our Terms of Service.

  We sincerely apologize once more for this experience and appreciate your understanding.

  Peerspace

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23044737
  
  I am rejecting this response because of the following concerns:

  You stated:

  "Regarding your concern about the space, we always encourage guests to communicate with hosts before submitting official booking requests. Many hosts prefer or require a site visit to ensure the space meets the guests needs and expectations."
  As a guest residing in **********, a site visit was not a feasible option for me. The reality is that most guests rely primarily on reviews when deciding to book a space. If reviews are being curated or removed based on a hosts personal preferences, this constitutes fraud. Additionally, it is unacceptable that the host did not disclose that access to the rental space required entering his personal apartment. Such critical information should be non-negotiable in the listing. Please do not excuse or justify these omissions.

  Furthermore, I am deeply concerned about the ease with which your team removed my review, as well as the hosts positive review of me, seemingly just upon the hosts request. This suggests a failure to adhere to your own policies and procedures. If your company insists on strictly enforcing the refund policy, then it should also uphold its guidelines regarding review violationswhich, in this case, did not occur.
  I expect a transparent and fair resolution to this matter.

  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:02/24/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 11, 2024, I reserved a Peerspace studio for a photo shoot with **************** of B. Free Studios in ***********, **. The rate was $436.80. On November 27, 2024, I contacted Peerspaces support team to cancel or reschedule the reservation scheduled for December 7, 2024. At the time of my request, I was eligible for a 50% refund under Peerspaces cancellation policy. However, instead of being properly guided to cancel and receive the partial refund, I was incorrectly advised by Peerspaces support team to reschedule the booking with the host.Following their instructions, I attempted to reschedule the booking, but the hosts, **************** of B. Free Studios in ***********, unreasonably refused my request. They insisted I keep the reservation, even though I had advised them I was unable to utilize the reservation. A reschedule seemed like a reasonable request seeing as they would have still kept the $436 fee. However, they were adamant in their refusal and I never ended up using the reservation. Due to Peerspaces incorrect guidance, I lost my entire $436.80 paymenta loss that could have been avoided if their customer service had provided accurate information. This is an error on Peerspaces behalf, as their misleading and inaccurate instructions directly caused financial ******* a small business owner, this financial loss has placed unnecessary stress on my operations, impacting my ability to allocate resources effectively. Every dollar counts when running a small business, and being unfairly charged $436.80with no service receivedhas created a significant financial burden. Peerspaces actions have not only affected me financially but have also wasted valuable time and added undue stress as Ive attempted to resolve this issue.Despite my good-faith effort to modify or cancel the booking well in advance, Peerspaces rigid and predatory policy resulted in them retaining my full payment without providing any service.

  Business Response

  Date: 02/25/2025

  Hi Makala, 

  Thank you for sharing your feedback with us, and we sincerely apologize for any inconvenience youve experienced. We appreciate the opportunity to clarify the situation.
  

  When you initially reached out on November 27, 2024, you inquired about rescheduling your booking. Our agent provided guidance on how to submit an update for your booking, which you did on December 1, 2024six days before the scheduled start time. Since all hosts on our platform manage their own spaces, they have the discretion to decide whether rescheduling is possible. According to the Cancellation Policy section in our Terms of Service, rescheduling requires agreement from both parties and must be confirmed in Peerspace messaging before the original booking start time.
  
  We understand that cancellations may sometimes be necessary, but please know that hosts rely on timely payments and have made arrangements based on confirmed bookings. Unforeseen cancellations can impact their business, as many hosts are small business owners and creatives. Furthermore, as you have disputed the charge with your bank, our team follows a detailed process to ensure fair dispute resolution. This will be investigated by the credit card issuer and our Trust & Safety team from here.

  We deeply regret that your experience didnt meet your expectations and thank you for understanding our policies and Terms of Service.

  Sincerely,

  Peerspace

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello this is what took place.On 1/12/25, my wife and I had a baby shower at ******************************************* booked through peer space. We had a taco man come cook food. He arrived & there was a parking spot behind the building with no car in it by the alley. It was snowing and he had a tent to protect himself from the snow. He set up in the area behind the building. We were in agreement with ****** *. (our hostess) that he could not cook inside the party space (inside the building). He couldn't set up out front (bus stop). A neighbor recorded our Taco Guy cooking and listening to music on his own speaker. Whoever recorded that video sent it to ****** (suspicious). We missed calls & texts because we were busy hosting our guests. We were being hounded on the day of our event. ****** M got a hold of us and we were told our taco man had to leave before the neighbors call the police. ****** M, told my sister the area where the taco man was cooking was not included in the party space we paid for, and he had to leave. We told him to pack up and get out of the back area behind the building. He did. We finished the party. On 1/15/25 we got an email stating we were going to be charged a $250 fee for bringing an outside speaker into the party space, initiated by ****** *. If our taco man had to leave because the back area behind the building was not part of the party space we paid for, then how can we be assessed a fee for "bringing an outside speaker into the party space. I called ****** twice, and left a voicemail. ****** M didn't call back. It was someone else (*****). Both were extremely unprofessional and rude (a reflection of peer space). The taco man had to leave because he was in an area that was not considered part of our party space per ****** *. Peer space was no help, and made us feel they were against us the whole time. They stressed my 38 week pregnant wife for days after. VERY inconsiderate/unacceptable. We were not treated like valued customers.

  Business Response

  Date: 01/28/2025

  Hi *****, 

  Thank you for reaching out and sharing your concerns. We're truly sorry to hear about your experience, and we appreciate the opportunity to provide some clarification.

  When your wife created the Peerspace account, she agreed to our Terms of Service, which outline the expectations for both guests and hosts. These terms include agreeing to follow the rules, policies, and guidelines outlined by the host for each specific booking. We encourage all guests to carefully review the listing descriptions before booking. To clarify, here are a couple of relevant sections from our Terms of Service:

  Section 1.2: By using Peerspace, you agree to comply with the host's rules and requirements, including any conditions mentioned in the confirmation email or the listing itself.
  Section 3.2: Guests are responsible for the behavior of their attendees and must ensure they follow the host's rules, including restrictions such as no outside speakers.

  After your booking, the host reported that an outside speaker was used at the space, which violated the stated rules. As part of our disputes process, we requested evidence from the host, which included footage from a security camera outside the venue which was disclosed on their listing. Based on this evidence, and the rule against outside speakers, our Disputes team upheld the $250 fee.

  We understand that this situation caused additional stress, and we sincerely apologize for the impact it had on you and your wife. Our goal is always to ensure positive experiences for both guests and hosts, and we regret that this experience didn't go as smoothly as we all hoped.

  Thank you for your understanding of our policies.

  Sincerely,

  Peerspace

• Initial Complaint

  Date:12/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 25th, I paid a deposit to book an event for a black women's empowerment Friendsgiving , The host sent me a list of rules that wasn't mentioned prior to booking. In these set of rules it also included hidden fees.On November 2nd i realized I needed a bigger space so I shot the host a text message explaining I would have to cancel. Keep in mind my event is on November 23. In the policy stated I will get a full refund if I cancel 30 days before my event. I already booked my event under the ************************************************************************** her policy it also states that if I cancel between 30-7 days I got 50% of my money back excluding fees. The total I paid was 941 including fees the total for the event space was 1440 If I only paid 50% I should be getting the full 50% refunded back to me as per policy. If she was to exclude the fees I would get $657 back yet i was refunded $62. I went forward to dispute with my bank because I was not provided a service to be charge $941. I moved on to try and book a bigger space on peerspace but I was welcomed with a threatening email from the company to pay back the 941 I disputed or they will cancel my event and banned me. I email peerspace expressing my concerns and they told me they would take it further. Fast forward to today Dec23. Peerspace has charge me 941 again ! and refuses to answer my emails. They have blocked me on platforms. I just want my money back.

  Business Response

  Date: 12/24/2024

  Hi Kaalyah,

  Thank you for reaching out. We're sorry to hear about your experience and are happy to provide some clarification.

  After reviewing your canceled booking with ******* *., we found that the Standard 30-Day Cancellation Policy was applied. According to this policy, guests may cancel up to 30 days before the event start time for a full refund, including all fees. Cancellations made between 30 and 7 days before the event will receive a 50% refund, excluding fees. Cancellations made less than 7 days before the event are non-refundable.

  Your booking was canceled on November 2, 2024, which was 21 days before the event start time, meaning you were eligible for a 50% refund, excluding fees. Please note that the refund is calculated from the total booking price, not just the deposit paid. Your total booking price was $1,723.68, which included $1,600 for 6 hours of the event, $125 for cleaning, a $160 discount for the booking duration, $148.68 for the processing fee, and a $10 split payment processing fee. Since you opted for split payments, only 50% of the total cost (plus fees) was collected upfront. The first payment of $941.18 was received, and a second payment of $782.50 was scheduled to be collected before the event.

  Your refund of $62.50 was calculated as follows: The eligible amount for refund was $1,600 (for 6 hours) plus $125 (cleaning) minus the $160 discount, totaling $1,565. The 50% refund of this amount equals $782.50. Additionally, we refunded $62.50 for the cleaning fee portion that was included in the first payment, as cleaning fees are always refunded if the booking is canceled and the space is not used.

  Since youve disputed the charge with your bank or card provider, this matter is now being handled by our Trust & Safety team. On November 15, 2024, you were notified of the restriction placed on your account due to the dispute. Please be assured that we follow a thorough and transparent process to ensure fair dispute resolution. The credit card issuer will review all provided evidence and make a final decision.

  We regret that this was your experience, and we truly appreciate your understanding of our policies and Terms of Service.

  Best regards,

  Peerspace

  Customer Answer

  Date: 12/25/2024

   
  Complaint: 22726441
  
  I am rejecting this response because:
  
  Sincerely,
  
  Kaalyah ********
  I will not allow a company to take $941 from a small POC content creator, I did not sign a contract, its illegal for you to charge over $500 for a service not provide in my state at that. Im trying to be civil but I will indeed take you to small claims court if need. I will use my platform everyday to  show how your company runs and how inhumane your policy is. You guys tried to ruin my event dispite the fact that I used that same $900 to book through you guys again. Then threatened me in my emails. So Im not taking your offer and I want a refund . I contacted your CEO.

  Business Response

  Date: 01/08/2025

  Hi Kaalyah,

  We understand your frustration, and want to provide some clarity regarding your booking and the associated charges. Hosts on our marketplace who list their spaces set their own cancellation policies. Many Peerspace hosts are small business owners and creatives, and unexpected cancellations have an impact on their business.

  In this instance, the space you booked has a standard 30-day cancellation policy set by the host one that is commonplace at many online booking websites and hotels. This policy appears on the listing page, and is part of the terms you agreed to when you submitted your booking request. Your cancellation occurred 21 days before your booking. As stated in our terms, which you agreed to when you signed up to use Peerspace, When Guests cancel Bookings, the Hosts ability to Book that Space during that time becomes increasingly difficult because other interested Guests may have already made other plans.  This cancellation policy is also designed to protect guests, by providing a clear description of the policy for that space before booking.

  You selected the split payment option for your $1,723.68 booking, paying $941.18 upfront and $782.50 later. When you canceled on November 2, ****** days before the event (which did not meet the hosts 30-day cancellation window)the second payment was canceled, and you qualified for a 50% refund (excluding fees).

  The refund was based on the refundable amount of $1,565 (event + cleaning - discount). Half of that total equals $782.50, which was not paid by you due to your cancellation. Additionally, $62.50 of the cleaning fee paid upfront was refunded, as cleaning fees are always refunded if the space isnt used.
  After the cancellation of your original booking, you initiated a new booking with a new host. Because you submitted a dispute for the original booking charge with your credit card company, our Trust & Safety team reached out to you, explaining that in order for your new booking to proceed, the disputed charge needed to be repaid. Unfortunately, as we did not receive a response agreeing to pay or withdraw the dispute, your account was restricted.

  Ultimately, in response to the credit card chargeback, an investigation was conducted by your card provider or bank, and they made the final decision based on the information provided to them. While we are unable to share specific details regarding their decision, our support team is available to assist with any further questions or concerns you may have.

  We truly regret that your experience with us has not met your expectations, and we appreciate your understanding of our policies and Terms of Service.

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22726441
  
  I am rejecting this response because:you threaten to take legal action due to me giving my honest negative review on your company. So Ill move forward with small claims court 

  Sincerely,
  
  Kaalyah ********

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Peerspace *** or ************************************* charged $969.78 to my credit card for an event space that I did not reserve or rent. The owner of the location assured my wife and I that peerspace would refund our money. This charge occurred on August 30 and we have yet to receive a full refund. One of the charges they made was refunded.

  Business Response

  Date: 12/16/2024

  Hi ********, 

  Thank you for reaching out, and were sorry to hear about your experience. To help us investigate further, we would need some additional information. We couldn't find an account linked to your email or phone number, so could you please provide the email address, phone number, and full name associated with your account, if available? Are you the primary holder of your account? 

  If you dont have an account, we will need to escalate this matter to our Trust & ****************** as we typically dont collect payments until hosts have accepted booking requests through the platform. Any additional details you can providesuch as the name of the host for the space or a confirmation email of the accepted bookingwould be helpful for our team to look into this further.

  Once we have this information, we will be able to assist you more effectively. 

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a private residence offered on Peerspace to film an interview in ***********, ** on November 14, 2024. My team accidentally damaged some paint in the residence. Upon contacting Peerspace to ensure that the property owner is reimbursed, I was informed that Peerspace does not offer insurance to either the guest nor the host for damage. It is framed as a guarantee on their website (********************************************) and is only clearly stated in the fine print of their Terms of Service under section 3.3. This seems misleading to me. The entirety of my team, who have used Peerspace countless times before, were all under the impression that Peerspace offers insurance against damages. This is not clear and I believe it to be bad business practice.

  Business Response

  Date: 11/23/2024

  Hi *****,

  Thank you for reaching out and sharing your feedback. Were sorry for any confusion and appreciate the opportunity to clarify things.

  We understand your concerns, but the insurance coverage referenced on our website is specifically for hosts, not guests. Hosts provide the spaces for bookings, and the insurance offers supplemental coverage for liability and property damage that exceeds $100, which hosts are required to report. Unfortunately, guests are not covered under this policy.

  As stated in our Terms of Service (Section 3.3), users are responsible for their own insurance, including coverage for any damage, loss, or injury during their bookings.
  Well certainly take your feedback into account as we continue to refine how we present this information. Thank you for your understanding of our Terms of Service.

  Customer Answer

  Date: 11/23/2024

   
  Complaint: 22578462
  
  I am rejecting this response because: Peerspace has a central page to its website (************************************) that uses a lot of misleading language like "Property Damage Guarantee: Every time you host on Peerspace, your space is protected. Under the Property Damage Guarantee, we guarantee a guests liability for damages up to $25,000 per booking." The implication is that costs against damage are guaranteed by the company, e.g. it insurances both parties. The exact meaning of this language -- that the renter is liable for damages -- is only made clear deep into the Terms of Service page. The company is speaking out of both sides of its mouth. Please see attached screenshots.
  
  Sincerely,
  
  ***** *****-*****

  Business Response

  Date: 11/25/2024

  Hi *****, 

  Thank you for your follow-up. We understand your concerns and are happy to provide further clarity.

  First, its important to distinguish between the Property Damage Guarantee (PDG) and ************************* as they are two different types of coverage specifically designed for hosts. The Property Damage Guarantee is intended to protect hosts against property damage caused by guests, up to $25,000 per booking. This coverage helps hosts recover financially from damage caused by guests during a booking. Hosts are users who list their spaces on the platform for bookings, and this coverage is available to them to protect their property.

  In contrast, ************************ is supplemental coverage that helps protect hosts in the event of liability claims, such as injuries or damage caused to third parties during a booking. This insurance is designed to supplement a host's own liability coverage, providing additional protection for situations where liability issues (like accidents or injuries) might arise.

  While both protections are available to hosts, they serve different purposes. The Property Damage Guarantee focuses on covering property damage caused by guests, while ************************ addresses potential liability claims related to injuries or accidents during bookings.

  As for guests, they are responsible for securing their own insurance to cover any damages, losses, or injuries they may cause during a booking, as outlined in Section 3.3 of our Terms of Service. Per the terms, all usersboth hosts and guestsare required to maintain their own primary liability insurance (or equivalent) with the appropriate coverage for the risks associated with their bookings. Peerspace does not provide insurance for guests.

  We hope this clears up any confusion and appreciate your understanding. 

  
  

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In the past three weeks, I have received two emails from ****** requesting evidence, yet no specific details or explanations have been provided regarding the issue at hand. I have included all relevant attachments with this complaint.Peerspace's handling of this situation has been unfair and has caused me significant stress, despite having no fault in the matter.After considerable reflection, I have identified 3 potential reasons that could explain this situation, as no clear explanation has been provided by Peerspace:An event hosted by *****, during which my property was damaged, house rules were not followed, and the guest disrespected me in my own home after the damage occurred.Another event with Kudy where guest accused me of making her uncomfortable throughout an event. This issue was resolved in my favor after I provided evidence. The initial email from ****** was vague, as shown in the attached email. Later, she sent a screenshot of a message she found disrespectful, which I had intended humorously in line with Peerspaces policy. Peerspaces policy clearly states that everyone should be available to answer any questions regarding the booking and respond promptly. The guest did not respond to my serious inquiry about her accusation of me following her throughout the event. When I informed her that the property is under constant surveillance and evidence is available, she stopped responding. However, the accusation was serious, and I demanded a response. Subsequently, she accused me of stealing table.Lastly, a communication with a guest to whom I declined to send further proposals after multiple requests, as it resulted in wasted time without a booking after multiple proposals were sent to reseve via deadline mentioned.I hope this clarifies the situation, and I look forward to a fair resolution.P.S: There is a balance also for completed bookings which has not been transferred to the bank account and no response from Peerspace.Pdf copy attached.

  Business Response

  Date: 10/02/2024

  Thank you for reaching out with your concerns. I would be happy to clarify the situation regarding your account.

  Peerspace was alerted to issues with your past bookings where users recounted experiences with you that impacted their booking. A second report of similar behavior made it difficult to support your account. While we understand frustration and issues can and will arise users are still expected to treat each other with respect, consideration and dignity.

  Use of the platform is also subject to Peerspace’s Services Agreement, which grants Peerspace the contractual right to terminate user accounts “at any time and based on our sole discretion without limitation” and does not require Peerspace to disclose its reasons.

  We will ensure that you are paid for completed bookings but are unable to reverse our decision at this time. We appreciate your understanding of our Terms of Service. 

  Customer Answer

  Date: 10/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Dear Peerspace Team,
  Thank you for your message. I appreciate your consideration of the issues raised and would like to provide further clarification regarding the situation in question
  .
  In the event referenced, the guest's guest was highly disrespectful towards me and caused damage to the property. The primary guest understood the situation, which is why they left positive feedback initially. It was only after I denied their request for a refund—since all amenities were provided and fully used—that they pursued this course of action, which seems retaliatory.
  
  I was not notified of any prior warnings about potential account suspension, and I feel that this situation should be reviewed in that context. While I understand and fully support maintaining respectful interactions, it is important to address situations where guests or their guests disrespect the host or damage the property. I would greatly appreciate further guidance from Peerspace on how to manage such incidents, as these scenarios are not clearly outlined in the current policies.
  
  I am eager to continue hosting and contributing positively to the Peerspace community and hope this matter can be reconsidered with the context of retaliation in mind.
  

  Thank you for your time and understanding.
  
  Sincerely,
  
  **** *******

  Customer Answer

  Date: 10/03/2024

  Peerspace's policies, as stated in their Public Service Announcements (PSA), appear to be contradictory to the guidance provided by their support team. Last week, I sought clarification regarding ticketed events, as I suspected this might occur with an upcoming booking on October 13th. I raised my concern, and the support team responded with the following:
  
  Hosts can cancel reservations without penalties if they present evidence that shows the guest may violate our Social Events Policy. This can include, but is not limited to, message threads or previous reviews mentioning parties, flyers posted on other websites or social media, etc. Cancellations outside of these reasons may be subject to penalties. For details on penalties for host-initiated cancellations, please review the full Cancellation and Refund Policy. No payout will be issued to the host.
  
  However, based on their PSA Bookings (3.2a):, it seems clear that no refund should be provided to the guest. When I sought further clarification on this matter, my ticket was closed without additional explanation.
  
  Peerspace continues to offer limited details and often remains vague in such cases, as demonstrated by this example.
  
  P.S: I have attached the above response as a PDF file for easier readability.
  
  

  Business Response

  Date: 10/07/2024

  Thank you for reaching out with your concerns. I’d be happy to provide further clarification.
  
  According to our Terms of Service, all host-initiated cancellations result in a full refunds to the guest. This also applies to bookings canceled due to concerns about a guest violating our Social Event Policy. If a booking is cancelled based on raised concerns and adequate evidence is provided, there are no penalties assessed to the host's account and no corresponding payout.
  
  We also reserve the right to take necessary actions, ''which we deem necessary, including suspending or permanently terminating Accounts, canceling Bookings without refund to the Guest, assessing fines, and taking any other actions permitted or required by law, including cooperating with local authorities in enforcement and prosecution matters.''
  
  Thank you for your continued understanding our Terms of Service.

  Customer Answer

  Date: 10/17/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Peerspace’s responses have often been vague, which has led to confusion about policies & interactions with guests (few attached responses will confirm the same).
  
  However, I want to emphasize that at no point , I was rude to the guest in question. I politely asked them to relocate their piñata to a safer area, as the golf putting area was explicitly off-limits in the rules, which the guest had acknowledged reading.
  
  The only time I spoke more firmly was when the guest of the guest approached me rudely, and I had to defend myself. With over 20 individuals surrounding me, I feared for my safety. In such a situation, showing any vulnerability would have likely led them to take further advantage of me. I felt compelled to protect myself and my property, especially as some of the guest’s party acted aggressively.
  
  Moving forward, I will make every effort to avoid such confrontations, but I also need guidance from Peerspace on how to handle situations where guests are being rude and the host feels unsafe or fears property damage.
  
  I have consistently been a top-rated host, with over 50 positive reviews across two properties on Peerspace and more than 350 positive reviews across other platforms, as evidenced by the screenshots provided. This particular guest's negative feedback appears to be retaliatory, as they requested a refund, which I declined because all amenities were provided and used.
  
  I respectfully request that Peerspace reconsider my suspension and give me another chance. I have invested significantly, including purchasing a property valued at $4.5 million specifically for hosting on Peerspace. Losing this business would be a significant setback. If Peerspace is unwilling to reconsider, please refer me to the legal team, as I am prepared to escalate this matter for resolution.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 10/19/2024

  Thank you for your response and for the feedback. 

  At each point when you had questions or concerns regarding policy, we responded promptly and provided guidance. 

  While we acknowledge the numerous positive experiences you’ve provided to guests over the years, we have decided that due to the nature of the reports received, we can no longer support your account and are unable to reverse our decision at this time.

  Use of the platform is also subject to Peerspace’s Services Agreement, which grants us the right to terminate user accounts at any time and based on our sole discretion.

  Thank you for your continued understanding. 

  Customer Answer

  Date: 10/21/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I am rejecting this response as it remains incomplete as usual.
  
  As previously mentioned, I reserve the right to dispute the suspension of my account. If Peerspace is unwilling to restore my account, I had requested the contact information for your legal department in my earlier correspondence. Unfortunately, this information is missing from your response.
  
  Please provide the appropriate phone number or email address for me to escalate this matter through legal channels.
  
  Thank you for your attention to this request.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:09/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked with Peerspace, and canceled my booking 24hrs later. It was booking that totaled $400, and they were meant to issue me a refund. Months later, on Aug 28 2023. I received a refund of only the cleaning fee. I tried to contact Peerspace on the phone but they only had the option of contacting customer service if it was an emergency or for an event happening in 24hrs. I emailed them instead. In the email, they told me the only way I could get a full refund was if I contacted my host. I contacted her, she was kind and said it was out of her control as Peerspace did all the ********. Peerspace stopped responding to me. I contacted my bank and they refunded the money to me. In Nov 2 2023. Peerspace charges my account again. My bank said I had to contact the merchant directly. ********** says they cannot help me anymore since I filed a dispute with my bank already and then they blocked my account.Till today, I am owed at least half of my deposit.

  Business Response

  Date: 09/24/2024

  Thank you for reaching out with your concerns. Id be happy to clarify the situation regarding your cancellation with ******* *.
  Upon reviewing your booking details, we see that you opted to use split payments. for the booking. According to our Terms of Service, all bookings are subject to a grace ******* allowing for a full refund if canceled within 24 hours of confirmation, provided the cancellation isnt less than 48 hours before the event start time.
  Since you canceled your booking 25 days prior to the event, you fell under the Standard 30-Day Cancellation Policy. Heres a summary of that policy:
  
  -Canceling up to 30 days before the event start time: Full refund (including fees).
  -Canceling between 30 and 7 days before the event start time: 50% refund (excluding fees).
  -Cancellations less than 7 days before the event: No refund.

  Since you canceled 25 days before the event, you qualified for a 50% refund of your Booking Price, which totals $37.50 (excluding fees). The Booking Price of $810.30 includes:
  
  -$665.00 for 7 hours
  -$75.00 for cleaning
  -$70.30 processing fee
  Since you utilized split payments, we only collected 50% of the total cost (plus fees).  Therefore, we also canceled the second scheduled payment of $370.00 and you were issued a partial refund of $37.50 from what was paid.

  We appreciate your understanding of our policies and Terms of Service.