<p><span style="font-weight: 400;">Nothing stinks quite like a broken-down vehicle during a road trip (okay, maybe roadkill). Luckily, Outdoorsy provides all renters with the option to purchase roadside assistance, something that will give both you and your renters peace of mind. </span><span style="font-weight: 400;">But if your renters opted out of that add-on, be prepared to help them through the process of getting the vehicle towed and repaired. </span></p>


My RV broke down while they were driving it. What can I do?

<p>Planning a trip is an exciting time. But, you&#8217;re smart to pay attention to the finer details before making any commitments. That includes things like the cancellation policy and reservation deposit.</p>
<p>So, let&#8217;s take a look at Outdoory&#8217;s.</p>
<h3><strong>What if I need to cancel right after booking?</strong></h3>
<p>Once a host accepts a reservation request,<strong> a full refund (including the service fee) is available for 48 hours</strong> — <em>only</em> <em>if the start date of the trip is more than 14 days away</em>. Otherwise, the host&#8217;s cancellation policy applies.</p>
<h3><strong>What are the cancellation policies?</strong></h3>
<p>Outdoorsy has 3 different cancellation policies. Hosts choose the policy that&#8217;s best for them and their listing.</p>
<p>That means, as a guest, it&#8217;s important to check the cancellation policy of a listing <em>before</em> you book it. Just scroll down the listing page until you find it. Then, make sure you&#8217;re comfortable with the policy the host has in place before proceeding with a booking.</p>
<p>Once you&#8217;re booked, you can always review the cancellation policy on your trip page.</p>
<h4><strong>Flexible</strong></h4>
<p>If a reservation is <strong>cancelled less than 5 days </strong>prior to the start date of the trip:</p>
<ul>
<li>Refunded
<ul>
<li>75% of the booking total, including tax</li>
<li data-renderer-start-pos="2319">Anything paid toward the protection package, including tax</li>
</ul>
</li>
<li>Not refunded
<ul>
<li>The service fee, including tax</li>
</ul>
</li>
</ul>
<h4><strong>Moderate</strong></h4>
<p>If a reservation is<strong> canceled more than 7 days</strong> prior to the start date of the trip:</p>
<ul>
<li>Refunded
<ul>
<li>75% of the booking total, including tax</li>
<li>Anything paid toward the protection package, including tax</li>
</ul>
</li>
<li>Not refunded
<ul>
<li>The service fee, including tax</li>
</ul>
</li>
</ul>
<p>If a reservation is<strong> canceled less than 7 days</strong> prior to the start date of the trip:</p>
<ul>
<li>Refunded
<ul>
<li>50% of the booking total, including tax</li>
<li>Anything paid toward the protection package, including tax</li>
</ul>
</li>
<li>Not refunded
<ul>
<li>The service fee, including tax</li>
</ul>
</li>
</ul>
<h4><strong>Strict</strong></h4>
<p>If a reservation is<strong> canceled more than 14 days</strong> prior to the start date of the trip:</p>
<ul>
<li>Refunded
<ul>
<li>50% of the booking total, including tax</li>
<li>Anything paid toward the protection package, including tax</li>
</ul>
</li>
<li>Not refunded
<ul>
<li>The service fee, including tax</li>
</ul>
</li>
</ul>
<p>If a reservation is<strong> canceled less than 14 days</strong> prior to the start date of the trip:</p>
<ul>
<li>Refunded
<ul>
<li>Anything paid toward the protection package, including tax</li>
</ul>
</li>
<li>Not refunded
<ul>
<li>The entire booking total, including tax</li>
<li>The service fee, including tax</li>
</ul>
</li>
</ul>
<h3><strong>What do terms like &#8216;booking total&#8217; and &#8216;service fee&#8217; mean?</strong></h3>
<p>The total cost of a rental on Outdoorsy is broken down into three main components:</p>
<ul>
<li><strong>Booking total: </strong>The direct cost of the rental itself, inclusive of the nightly rate x number of nights, plus any add-ons or fees charged by the host for services like mileage, cleaning, or dumping tanks.</li>
</ul>
<ul>
<li><strong>Service fee: </strong>Helps us keep the lights on and gives guests access to our 24 / 7 customer support team.</li>
</ul>
<ul>
<li><strong>Protection package:</strong>The bundle selected by the guest that can include things like collision and comprehensive coverages, which are active only when the vehicle is with the guest.</li>
</ul>
<h3><strong>Do I have to pay the full reservation amount when I book?</strong></h3>
<p>It depends on how far in advance you book your trip.</p>
<p>If, at the time of booking, the start date of your trip is less than 14 days away, the reservation is charged in full.</p>
<p>If a booking is more than 14 days away, you can choose to pay the full reservation deposit or split it into 2 installments.</p>
<p>The amount of the reservation deposit depends on the cancellation policy for the listing. For listings with a flexible or moderate policy, it&#8217;s 25% of the full cost of the trip. For listings with a strict policy, it&#8217;s 50%.</p>
<p>At 14 days from the start of your trip, the balance of the trip cost is due.</p>
<h3><strong>What if I have extenuating circumstances and need to cancel?</strong></h3>
<p>If there is a complaint from either party or if either party feels there are unique or extenuating circumstances in their booking, Outdoorsy must be notified within 24 hours of the issue / complaint.</p>
<p>U.S. military service members are eligible for a full refund if their cancellation is due to them, or a family member, entering active military duty.</p>
<p>Outdoorsy reserves the right to have sole and absolute discretion in all cancellation amounts and disputes.</p>
<h3><strong>How does COVID-19 affect the cancellation policy? </strong></h3>
<p>We&#8217;re currently unable to adapt our policies around the pandemic. Though we made exceptions in March 2020, we&#8217;ve since returned to our original cancellation policies put in place for the protection of our valued guests and dedicated hosts.</p>
<p>Before booking a planned vacation or last-minute getaway, please examine the host&#8217;s cancellation policy thoroughly and research how COVID-19 may be affecting your travel destination.</p>
<p><strong><em>See also: <a href="http://outdoorsy.com/help/im-owner-penalties-apply-need-cancel-booking">Cancellation policies for hosts</a></em></strong></p>


What are the cancellation and reservation deposit policies?

<p>If a refund is due because of a cancellation by the guest or host, it&#8217;s automatically released back to the guest&#8217;s payment method on file — in line with the reservation&#8217;s cancellation policy. If the refund is due to negotiations between the guest and host, or due to services not provided, a host can request a refund for their guest by contacting us at <a href="mailto:support@outdoorsy.com">support@outdoorsy.com</a> or <a href="http://1-877-723-7232" data-wplink-url-error="true">1-877-723-7232</a> (toll-free).</p>
<p><strong>COVID-19 and cancellations</strong></p>
<p>We&#8217;re currently unable to adapt our policies for COVID-19. Though we made exceptions in the past, our original cancellation policies are once again in place. This is for the protection of our valued guests and dedicated hosts.</p>
<p>Before booking a planned vacation or last-minute getaway, please examine the host&#8217;s cancellation policy thoroughly. Also, look into how COVID-19 may be affecting your travel destination.</p>


How do refunds work?

<p data-renderer-start-pos="1232">If you cancel a reservation, your refund amount is determined by:</p>
<ul>
<li data-renderer-start-pos="1232">Your host’s cancellation policy.</li>
<li data-renderer-start-pos="1232">How close you are to starting your trip.</li>
</ul>
<p data-renderer-start-pos="1400">If you’d like to request a bigger refund, you can message your host through your Outdoorsy account. Any additional refund will be at their discretion.</p>
<p data-renderer-start-pos="1587">In rare cases, you may be eligible for a full refund if you had to cancel because of extenuating circumstances.</p>
<p data-renderer-start-pos="1700"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#bf2600">A host can request a refund for their guest by contacting us at </span><a class="css-1rn59kg" title="mailto:support@outdoorsy.com" href="mailto:support@outdoorsy.com" data-renderer-mark="true"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#bf2600">support@outdoorsy.com</span></a><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#bf2600"> or +</span><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#bf2600">1-877-723-7232 (toll-free).</span></p>
<p data-renderer-start-pos="1895"><strong data-renderer-mark="true">COVID-19 and cancellations</strong></p>
<p>We&#8217;re currently unable to adapt our policies for COVID-19. Though we made exceptions in the past, our original cancellation policies are once again in place. This is for the protection of our valued guests and dedicated hosts.</p>
<p>Before booking a planned vacation or last-minute getaway, please examine the host&#8217;s cancellation policy thoroughly. Also, look into how COVID-19 may be affecting your travel destination.</p>



<h2>What are Campgrounds on Outdoorsy?</h2>



<p>At Outdoorsy, we&#8217;re driven by the belief that the great outdoors is for everyone. Our mission is to make outdoor experiences accessible to all, ensuring choice and opportunity for our guests and partners.&nbsp; It&#8217;s this vision that drives us every day, inspiring our evolution from an RV marketplace to a comprehensive outdoor travel platform. We connect thousands of outdoor enthusiasts with hospitality driven hosts, facilitating outdoor experiences &#8211; be it an RV rental, a cozy stay, or a campground experience.</p>



<p>Are you a Campground host that wants to expand your visibility to a wider group of outdoor travelers &#8211; from campers, weekend worriers, tent pitchers, family vacationers or clampers you can now showcase your space be it RV, tent, or lodging sites on Outdoorsy.&nbsp;</p>



<p>The process of listing your campground on Outdoorsy is completely cost-free. Take the first step by <a href="https://www.outdoorsy.com/become-a-host" data-type="URL" data-id="https://www.outdoorsy.com/become-a-host" target="_blank" rel="noreferrer noopener">listing with us</a> today. </p>



<h2>How does it work?</h2>



<p>Outdoorsy isn&#8217;t just an online marketplace; it also serves as an OTA (Online Travel Agency) committed to outdoor travel. We provide real-time availability and pricing, opening your outdoor accommodations to thousands of eager campers daily, ready for instant booking. Select your preferred PMS (Property Management System) below to witness how simple it is to list your property on Outdoorsy.</p>



<p><a href="https://go.outdoorsy.com/newbook_integration" data-type="URL" data-id="https://go.outdoorsy.com/newbook_integration" target="_blank" rel="noreferrer noopener">Newbook Integration Guide</a></p>



<p>Coming soon: ResNexus, Firefly, RMS Cloud</p>



<p>We fully support Newbook and soon, &#8220;ResNexus&#8221;, &#8220;Firefly&#8221; and &#8220;RMS Cloud&#8221;. If you use a different Property Management System, reach out to our support team at support@outdoorsy.com. We&#8217;re always looking to expand our supported PMS network.</p>



<h2>Why choose Outdoorsy?&nbsp;</h2>



<h3>Enhanced Visibility and Reach</h3>



<p>By partnering with Outdoorsy, you gain exposure to millions of visitors and a vibrant RV owner community. This expands your outreach to adventure-seekers exploring new experiences and travelers, including RV owners, who enhance their RV journeys with unforgettable campground experiences. All of this without incurring extra marketing costs.</p>



<h3>Seamless Booking Experience</h3>



<p>Outdoorsys user-friendly interface simplifies the booking process, guiding guests effortlessly. Tailored filters streamline the search, leading to more bookings and increased revenue for your property.</p>



<h3>Boosted Profitability</h3>



<p>Outdoorsy ensures your rates remain competitive by pulling in and distributing rates to match your PMS’s dynamic pricing rules in real time, maximizing your property&#8217;s occupancy and profitability.</p>



<h3>Cost-effective Marketing</h3>



<p>Outdoorsy utilize advanced marketing strategies, targeting specific audiences likely to be interested in your offerings. Our insights drive targeted campaigns across digital platforms, ensuring your campground or RV park receives the attention it deserves.</p>



<h2>How long does it take to list my campground with Outdoorsy?</h2>



<p>The process largely depends on you. Here are the four straightforward steps to get your campground listed:</p>



<ol><li>Visit our &#8220;<a rel="noreferrer noopener" href="https://www.outdoorsy.com/become-a-host/campground" data-type="URL" data-id="https://www.outdoorsy.com/become-a-host/campground" target="_blank">List your Campgroun</a><a href="https://www.outdoorsy.com/become-a-host/campground" data-type="URL" data-id="https://www.outdoorsy.com/become-a-host/campground" target="_blank" rel="noreferrer noopener">d</a>&#8221; page and fill out the registration form.</li><li>Our business development team will connect with you to ensure compatibility and assist in setup.</li><li>Set up your PMS to integrate with Outdoorsy. We&#8217;ll provide detailed instructions.</li><li>Once your campground rules and amenities are aligned, you&#8217;ll go live on Outdoorsy.</li></ol>



<p>At Outdoorsy, we&#8217;re dedicated to making your onboarding experience seamless and inclusive, ensuring that your camping spaces find their way to those who seek memorable outdoor adventures.</p>



<h2>Will there be any differences in handling bookings coming from Outdoorsy or my direct site?&nbsp;</h2>



<p>In general, there won&#8217;t be significant differences between bookings from your direct site and those from Outdoorsy.com. We integrate with your property management system to seamlessly incorporate new bookings into your existing workflow.</p>



<h2>How can I communicate with Outdoorsy guests?</h2>



<p>Guests book through Outdoorsy.com. After the booking, we&#8217;ll give guests your campground contact number, so they can talk directly to you.</p>



<p>Although all Outdoorsy guests can use our 24/7 Contact Center, your Campground team knows the most about the campground, Sites, how to get around, and fun things to do nearby. If guests reach out to you, you can find them by looking up their name or booking dates in your PMS.&nbsp;</p>


What are Campgrounds on Outdoorsy


<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>



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