Dear Outdoorsy Customer,
At Outdoorsy, our number one company value is putting customers first. Trust has been our promise since day one, and I want you to know what we are doing to live up to that promise of keeping renters on our platform and our community of private and professional RV rental owners safe.
We have spent the last few weeks working internally across our global customer support teams, our trust and safety teams and product and engineering teams, as well as talking with customers firsthand to understand your concerns regarding COVID-19 (coronavirus), and I’d like to share with you the measures we’re putting in place to respond.
Our 24/7 customer support team – a dedicated team of real people – is here to help. They will continue working around the clock to support you in booking Outdoorsy vacations.
To protect you, we’ve put in place the following measures:
Before your trip
If you have an existing reservation or are planning to make a new one, we will continue to provide a safe and secure rental experience.
- If you booked prior to March 31, and no longer feel comfortable taking your trip, please message the owner to ask them to process a cancellation. Sending a message to coordinate with your owner versus cancelling the trip yourself will avoid incurring trip cancellation costs. Owners do not have to accept these cancellations, but we have put a number of measures in place to encourage more flexible cancellation policies during this time.
- If you book a trip after March 31, these bookings will adhere to owners’ regular individual cancellation policies.
- If the owner cancels your trip, but you are still wanting to travel, please contact our customer support team at support@outdoorsy.com or 1-877-723-7232, and we’ll work with you to make a replacement booking.
On your trip
Our community of owners are dedicated to providing clean and reliable recreational vehicles, campervans, and motorhomes. As part of our policy, their rigs must be cleaned before and after every trip with disinfectant and multi-purpose cleaners.
We are working with our owner community to take extra cleaning measures during this time, and we’re educating them around how to do this.
A unique benefit of road travel is that you choose where you go, including destinations and campsites that are full of fresh air and nature, away from groups of people, and away from any areas of health concern. Our owners have many helpful suggestions of great campgrounds in their area which are less crowded and make for an amazing experience. Check in with them for their recommendations!
After your trip
If you have any concerns after your trip, please make the owner of the vehicle and our team aware. We’ll work in tandem with that owner to ensure extensive measures are taken before their vehicle is used by any other travelers.
We’re closely monitoring advisories from the Centers for Disease Control (CDC), the World Health Organization (WHO) and other industry leaders to stay on top of their safety measures and travel requirements, both domestically and internationally. We ask that you do the same, and always follow the guidance of your federal, state, and local public health officials to stay safe and healthy.
While the effects of this virus should be taken seriously, we’ve learned from others like it in the past, and we’re prepared. Outdoorsy’s promise to our customers has always been to put you first, and we remain committed to providing you with a safe travel experience that you can trust.
Call us anytime on 1-877-723-7232 if you have questions or need help with reservations. Learn more about renting and traveling during this time, including cleaning best practices from the CDC, on our continuously updated COVID-19 FAQ page.
We look forward to hosting you on a road trip soon,
Jeff Cavins
Outdoorsy CEO
