
<p>You can update your credit card in your account at anytime.</p>



<p>If you have a trip booked, be sure to update your card on your trip page. Otherwise, you can update it in your account settings.</p>



<h3><strong>Add a new card for a trip you already have booked</strong></h3>



<h5><em>If you already have a trip booked and you’d like any upcoming charges to go on a new card, use these instructions.&nbsp;</em></h5>



<p>Be sure to do this when logged in to the desktop or mobile website. This functionality is not yet available on our iPhone or Android apps — sorry about that.</p>



<p>From the My account dropdown in the upper right, select Upcoming trips. </p>



<p>Select the trip you need to update the card for. Then, scroll down to and expand the Payment &amp; cancellation section.</p>



<p>Under Payment details, select Change payment method. Then, open the dropdown and select Add payment method.</p>



<p>Once you’ve added your card, any upcoming payments for the trip will go on your new card. The card will also be saved to your account.&nbsp;</p>



<h3><strong>Add a new card to your account</strong></h3>



<h5><em>If you don’t currently have a trip booked and just want to update your saved credit card, use these instructions.</em></h5>



<p>On the desktop or mobile website, go to the My account dropdown and select Settings. From the mobile app, go to your Profile and select Settings.&nbsp;</p>



<p>Then, select Payment methods. From here, you can add a new payment method or remove an existing one.</p>



<p>And, now, you’re ready to go RVing! Thanks for being Outdoorsy.</p>


How do I update my credit card?

<p><span style="font-weight: 400;">You will either pick up the vehicle directly from the owner or from one of our managed partners who stores multiple vehicles. </span></p>
<p><span style="font-weight: 400;">During both pick-up and drop-off, you will need to allow extra time for walkthroughs, operational instructions, signing of forms, damage inspections, etc. Plan accordingly!</span></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">During pickup, give yourself 30-60 minutes to complete everything.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">During drop-off, give yourself 45 minutes. </span></li>
</ul>
<p><span style="font-weight: 400;">Note: Make sure you complete the renter departure &amp; return checklist with your owner. It’s important documentation for both renters and owners when it comes to claims.</span></p>


How do I pick-up/drop-off a vehicle?


<p>For your stay booking, please be aware that you may be charged for damaged or lost property, or if extra cleaning is required, after your trip ends.&nbsp;</p>



<p>If you cause any damage during your stay, fail to leave the stay in good condition as requested by the host&#8217;s check-out instructions (resulting in additional cleaning costs for the host), or remove items from the property, your host can request reimbursement for the incurred expenses. </p>



<p>The following reimbursement process applies only to Stay bookings, and <em>not</em> RV bookings.</p>



<h2>How will additional charges be handled after your booking?</h2>



<p>In the rare event that your host believes there might be some damage, missing items, or extra cleaning costs involved, they may initiate a reimbursement request with our dedicated Outdoorsy Resolutions Team.</p>



<p>Rest assured, our team&#8217;s primary goal is to ensure fairness and reasonability. They&#8217;ll carefully assess the situation by reviewing the information provided by your Host, as well as any comments you might have added when responding to your host&#8217;s initial reimbursement request. Additionally, they may reach out to you or anyone else who can shed light on the situation.</p>



<p>After this investigation, the Resolutions Team will contact you if the charges are deemed legitimate. You&#8217;ll be given a full 48 hours to respond. If you&#8217;re in agreement with the charges or choose not to respond, your payment method will be charged accordingly, with the funds going directly to your host, and the reimbursement request will be promptly closed.</p>



<p>However, if you have concerns or wish to negotiate a partial payment, you can decline the request. In such cases, our Resolutions Team will step in to facilitate a fair and amicable resolution between you and your host.</p>



<h2>Follow these tips to avoid additional charges after your Outdoorsy Stay is over</h2>



<p>To avoid or mitigate extra charges after your stay, follow these best practices:</p>



<ul><li><strong>Leave your Stay neat and tidy</strong>: Familiarize yourself with the checkout instructions and house rules provided by your host when you check in. Understand what&#8217;s expected when you leave, like taking out the garbage or loading the dishwasher. If you&#8217;ve moved furniture, put it back where it was at check-in. Essentially, aim to leave the place as you found it—neat and tidy, but no one is expecting a spotless Stay.</li><li><strong>Foster open communication</strong>: If you accidentally break dishes, damage the property, or can&#8217;t meet the cleaning standards due to time constraints, reach out to your host through the Outdoorsy messages immediately. Being transparent about any mishaps allows your host to address and resolve issues before their next guest arrives. It&#8217;s all about open communication and consideration.</li></ul>



<h2>Do I have liability coverage during my Outdoorsy Stay?</h2>



<p>Yes, the Protection Package for Stays provides you with bodily injury protection, which includes:</p>



<ul><li>Up to $1M in liability coverage</li><li>Free 24/7 customer support</li><li>$5,000 deductible</li></ul>



<p>For more information please refer to our <a href="https://www.outdoorsy.com/help/protection-package-for-stays">Protection Packages for Stays article</a>.</p>


Can I be charged for damage, cleaning or other expenses after my stay?


<p>As an Outdoorsy host, providing a worry-free experience for your guests is a priority. While most bookings go smoothly, it&#8217;s important to be prepared for unforeseen circumstances. You may encounter situations where you need to address additional costs such as damage, missing items, or extra cleaning expenses. In this guide, we&#8217;ll explore how to navigate these situations and request reimbursements from the guest.</p>



<p>This reimbursement request process applies only to Stay bookings and not RV bookings.</p>



<h3>How should I handle any additional charges, like damage or extra cleaning, after my guest checks out?</h3>



<p>If you encounter additional costs after your booking ends, or are notified of them by the guest during their stay, you can initiate a reimbursement request with Outdoorsy’s dedicated Resolution Team.&nbsp;</p>



<h3>How do I start a reimbursement request for unexpected expenses for Stays bookings?</h3>



<ul><li><strong>Document Evidence</strong>: Gather evidence of any unforeseen expenses, including damage, missing items, or additional cleaning expenses. This can be accomplished by capturing photos or videos, or by obtaining a statement from the guest acknowledging these costs. Get repair or cleaning estimates, and/or receipt.</li><li><strong>Contact Support:</strong> Within 7 days after the responsible guest’s checkout, initiate a reimbursement request by reaching out to Outdoorsy Support.<ul><li>Select the “?” icon in the lower right of your screen</li><li>Or, email <a href="mailto:support@outdoorsy.com" target="_blank" rel="noreferrer noopener">support@outdoorsy.com</a></li><li>Or, call 877-723-7232.</li></ul></li></ul>



<h3>What happens after I file a reimbursement request with Outdoorsy Support?</h3>



<ul><li><strong>Assessment: </strong>Outdoorsy’s<strong> </strong>Resolutions Team carefully reviews the provided information, which may includes your initial message to the guest and any additional insights from the guest. They may also reach out to other parties involved to gather a complete picture of the situation.</li><li><strong>Guest response: </strong>Your guest will have 48 hours to respond to the request. If they agree to the charges or choose not to respond, the guest&#8217;s payment method on file with Outdoorsy will be charged accordingly. The funds will then be transferred directly to you, and the reimbursement request will be closed.</li><li><strong>Negotiation</strong>: If the guest has concerns or wishes to negotiate a partial payment, they can decline the reimbursement request. In such cases, Outdoorsy&#8217;s Resolutions Team will step in to facilitate a fair and amicable resolution between you and the guest. This ensures that both parties can reach an agreement that is satisfactory to all.</li></ul>



<h3>Do I have liability coverage under the Stay Protection Package?&nbsp;&nbsp;</h3>



<p>Yes, during the rental period our Protection Package for Stays includes coverage of:</p>



<ul><li>Up to $1M in liability coverage</li><li>Free 24/7 customer support</li></ul>



<p>For more information, or if you need to file a liability claim for one of your stay bookings, please refer to our <a href="https://www.outdoorsy.com/help/protection-package-for-stays">Protection Packages for Stays article</a>.</p>


Can I get reimbursement from Stays guests for unexpected costs?


<p>Every year, thousands of people converge on Nevada’s Black Rock Desert for the annual Burning Man festival. There, “artists, makers, and community organizers who co-create art, events, and local initiatives around the world” gather to celebrate and construct the sizeable—yet temporary—Black Rock City. Over the nine-day festival, the makeshift city is built, celebrations abound, the famous wooden statute is set ablaze, and then the city is disassembled.</p>



<p>While this can be an interesting way to spend your vacation, it can also wreak havoc on your RV. In all the excitement, some festival-goers may go a little too far and your property may get damaged or vandalized. More common, an ultra-fine dust gets kicked up in the wind and coats anything in sight.</p>



<h2>Playa dust</h2>



<p>The Black Rock Desert is the site of a long lost, prehistoric lake bed and the desert playa (or just ‘playa’) is the bottom of it. The playa dries out, cracks, and creates a unique, ultra-fine dust—playa dust—that the festival is often associated with. As you might imagine, this dust can get into even the cranniest of nooks.&nbsp;</p>



<p>Festival-goers try to beat the dust by taping air vents, seams, and windows. Some cover furniture with plastic and others even wax the outside of the RV. But, playa dust is sure to get in and when it does, it is difficult to clean from the interior and exterior of your RV. It can even damage your electrical and mechanical systems.</p>



<h2>Insurance coverage</h2>



<p>Because of the damage that playa dust can do to your RV and the increased risk of physical damage on the festival grounds, Burning Man remains an unauthorized festival in Outdoorsy’s terms of service. As a result, Outdoorsy insurance does not provide coverage for your RV on the festival grounds nor does it cover festival-related damage. That includes damage from playa dust to the interior, exterior, anything mechanical or electrical, or vandalism.</p>



<p>If your RV goes to Burning Man, Outdoorsy offers liability-only coverage to and from the festival to ensure your RV is road legal. But, if your RV is involved in a covered loss and your guest is at fault: your RV is not covered, only other peoples’ damaged property is covered. In addition, our liability-only coverage is provided at the state minimum level of coverage.</p>



<p>Outdoorsy’s Burning Man policy also means that our teams can only provide limited support in disputes you may have with your guest. In addition, if your guest is traveling from abroad, you will most likely be unable to collect on damages through small claims court. Candidly, if your RV goes to Burning Man, collecting for damages to your RV will be between you and your guest.</p>



<p>We understand that our Burning Man insurance policy may give you pause in accepting bookings headed for the festival. That’s okay! It’s your vehicle and you can do as you wish. If you would like to cancel a festival-bound booking, you may do so with no penalty for the cancellation. Simply reach out to our customer support team at support@outdoorsy.com.</p>


What the heck is Burning Man?


<p>Outdoorsy is proud to partner with the Hartford to protect the safety of our guests and hosts worldwide by some of the world’s best insurance companies.</p>



<p>Our partners support our mission of providing high-quality Protection Packages and services to meet the needs of the Outdoorsy community. We chose to work with these partners because they operate in a manner consistent with our values and principles.</p>



<ul><li>Behave with integrity</li><li>Deliver an exceptional customer experience</li><li>Continuously improve and innovate</li><li>Execute thoroughly and seek excellence</li></ul>



<h1>Protection for hosts</h1>



<p>List your Stay with confidence. Our Protection Package for Stays can be included in your bookings at no cost to you when booked through Outdoorsy. Coverage during the rental period includes:</p>



<ul><li>Up to $1M in liability coverage</li><li>Free 24/7 customer support</li></ul>



<h1>Protection for guests</h1>



<p>Rest assured that we have you covered. Guests are covered by the Protection Package for Stays when booking through Outdoorsy; the price is included in the nightly rate. The coverage provides guests with bodily injury protection, which includes:</p>



<ul><li>Up to $1M in liability coverage</li><li>$5,000 deductible</li><li>Free 24/7 customer support</li></ul>



<h1>How the Protection Package works</h1>



<p>A few things to understand about Outdoorsy’s Protection Package for Stays:&nbsp;</p>



<ul><li>Hosts eligible for Outdoorsy’s Protection Package for Stays enjoy liability coverage; eligible guests are covered with a bodily injury policy.</li><li>Coverage is provided on an excess (or secondary) basis; if there is a covered event, the property’s primary insurance—whether personal or commercial insurance—will apply first and then the Outdoorsy Protection Package will be secondary. If there is no other policy in place that provides coverage, our policy will be primary.</li></ul>



<p><strong>Important:</strong> As a host, be sure to validate that your personal insurance policy permits rentals. As an example, some homeowner and condominium association rules restrict or prohibit subletting, short-term rentals, and/or longer-term stays.</p>



<h3>Checklist to make sure I’m properly covered before the trip starts:&nbsp;</h3>



<ul><li><strong>Insurance:</strong> If you don’t already have primary insurance, you should get the appropriate insurance for your Stay. Review the policy terms and conditions and be familiar with your coverage details and exclusions.&nbsp;&nbsp;</li><li><strong>Photos: </strong>The more pictures, videos, and documentation the better. Current photos are required for all claims.</li><li><strong>Maintenance:</strong> This is a big one. You will notice that a lot of coverage exclusions mentioned in our <a href="https://www.outdoorsy.com/help/outdoorsy-terms-of-service">terms of service</a> are maintenance related. You are responsible for keeping your Stay in a safe, clean, and well-maintained condition.</li></ul>



<h1>How do I file a claim?</h1>



<p>The outdoors is a beautiful place to be, but accidents do happen. As hard as we fight against it, there’s always that small chance that someone might get injured during their Stay. If this happens to you, our Protection Package for Stays is designed to help you get on the road to recovery fast.&nbsp;</p>



<h3>How do I start a claim?</h3>



<p>All Stays-related claims are handled by our insurance partner, the Hartford, who can be reached at 1-800-327-3636.</p>



<p><strong>Important:</strong> All claims must be submitted within 14 days of the trip’s end date (or before the next reservation) and current photos must be submitted.</p>



<h3>What happens after I file a claim?</h3>



<p>Our Protection Package for Stays differs from our <a href="https://www.outdoorsy.com/help/owners-protection-packages">RV Protection Packages</a> because Stays are naturally a different class of asset. As a result, the claims process differs as well; claims for covered events at a Stay are handled by the Hartford.&nbsp;</p>



<p>The claims process generally unfolds in the following way:&nbsp;</p>



<ul><li><strong>Excess coverage:</strong> Hosts are responsible for filing a claim with their personal (or commercial) insurance carrier first. In the event your carrier denies the claim, please submit the denial letter and relevant documentation to the Hartford.</li><li><strong>Gathering information:</strong> The Hartford claims team will ask for any other pertinent information to move forward with your claim. This may include a statement from your guest, proof of ownership (e.g. bill of sale, title), or any other evidence that is required.</li><li><strong>Confirming coverage: </strong>Almost there! Your adjuster will review the statements, documents, photos, and all other necessary information to confirm it’s a covered loss.&nbsp;</li><li><strong>Payment:</strong> After their determination has been made, the Hartford will issue any payments for the covered loss.&nbsp;</li><li><strong>Closing the Loop:</strong> The Hartford will help handle any other outstanding issues that might be present (e.g., if a third party is involved).&nbsp;</li></ul>



<h1>Other available protection offerings?</h1>



<p><a href="https://www.outdoorsy.com/help/travel-insurance-work">Trip protection</a> can reimburse you if a covered situation (e.g. medical event or natural disaster) stops the trip before it starts.</p>



<h1>Contact information:</h1>



<h3>Outdoorsy Customer service</h3>



<ul><li>Call us at 1-877-723-7232 Mon – Sun, 24 hours a day</li><li>Chat with us on <a href="https://www.outdoorsy.com/">Outdoorsy.com</a> Mon – Sun, 24 hours a day</li><li>Email us at support@outdoorsy.com</li></ul>



<h3>Claims reporting</h3>



<ul><li>Call the Hartford at 1-800-327-3636</li><li>Email the Hartford at lossconnect@thehartford.com</li></ul>



<p></p>


Protection Package for Stays


<p>At Outdoorsy, our goal is to create the safest, most secure peer-to-peer marketplace for lovers of the great outdoors. That’s why both hosts and guests go through our verification process.&nbsp;</p>



<p>We know that your RV—or your Stay—is a treasured asset. That’s why we take steps to ensure that it’s in safe hands. Not only is your primary guest verified (the person who booked your RV or Stay), but we ask that their adult-aged companions are verified, too.&nbsp;</p>



<p>Each verified guest is checked for fraud, identity theft, and other marketplace hazards—and that’s just before the trip. During your bookings, our teams monitor and ensure safe transactions, help handle behavioral issues, and keep fraudsters and scammers at bay.&nbsp;</p>



<p>List your RV or Stay with confidence on Outdoorsy—we’re built on trust and safety.</p>


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