Key steps for booking, pickup, and drop-off to ensure a smooth rental.

• What is the RVezy rental agreement?

  The RVezy rental agreement is a tool to help simplify the rental experience for both hosts and guests by helping them understand each other's responsibilities and complete the departure & return inspections with ease. It is essentially a digital, easily digestible version of our terms of service.

   

  The rental agreement is a required step. Failure to complete this agreement will result in the denial of any loss or damage claims, disputes and the forfeiture of your security deposit (if applicable).

   

  For Guests: Accessing and Completing the rental agreement

  After a new booking has been confirmed and paid for, the rental agreement will become available for both guests and hosts. Please note that only verified users will be able to access the rental agreement. If you have not yet verified your account, you will need to do so in order to access and complete the agreement for your booking.

   

  In order to complete your rental agreement, you can click on the notification on your home page. 

   

         

   

  Alternatively, you can click on the next steps button on the booking details page, then click view agreement. 

   

                  

   

  You'll then be asked to read a series of statements and acknowledge that you've understood each of them by ticking a box beside each statement. For guests, the rental agreement includes the following points:

   

     

   

  After checking all of the boxes above, you can click on Accept & Sign Agreement. You will be brought to a screen requiring you to sign your legal name. The name in brackets is the name you must type in order to be able to submit your agreement.

  

   

  After typing your legal name and matching the name in brackets, you will be able to click on Submit Agreement. 

   

  

   

  Your rental agreement is now complete! You will be able to access a PDF copy of your completed rental agreement through your Booking Documents.

   

  

   

  For Hosts: Accessing and Completing the rental agreement 

  In order to complete your rental agreement, you can click on the notification in the top right of the your home page. 

   

        

   

  Alternatively, open the booking details page and scroll down to the rental agreement section.

   

             

   

  You'll then be asked to read a series of statements and acknowledge that you've understood each of them by ticking a box beside each statement.

   

  For RV hosts, the rental agreement includes the following points:

   

  

   

  After checking all of the boxes above, you can click on Accept & Sign Agreement. You will be brought to a screen requiring you to sign your legal name. The name in brackets is the name you must type in order to be able to submit your agreement.

   

  

   

  After typing your legal name and matching the name in brackets, you will be able to click on Submit Agreement. 

   

  

   

  Your rental agreement is now complete!

   

   

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• Is it possible to pick-up or deliver the RV the night before the rental starts?

  In some instances, a guest or a host may request to have the RV delivered or collected earlier than the agreed upon date. If both parties oblige to this change, the guest will be required to pay the rate of insurance for one additional night. 

   

  You can contact our support team here to process this change and ensure the RV will be covered by insurance.

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• What process should I follow when the RV is returned?

  It is the responsibility of both the host and the guest to coordinate the time and location at which the RV will be returned, as both parties need to be present in order to complete the return inspection and verify the state of the RV.

   

  The return inspection is mandatory and must be completed by the guest and the host. The information provided in the inspection will be used to justify any additional fees requested by the host as well as the submission of a dispute or claim. 

   

  It is important to document the condition of the RV upon return as this can be used to protect yourself in the event of a dispute or claim.

   

  After the return inspection is completed and both parties part ways, a blind review process will be initiated. If necessary, the host will also be able to request additional fees for up to 30 days after the trip has ended.

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• What makes a successful RV handover?

  For a successful RV handover, both the host and the guest need to be comfortable with the rental taking place. Make sure to take the time to reconfirm all the information that was previously exchanged during your communication and to thoroughly go through the RV.

   

  As the RV host, you should make sure that your RV is in good condition and ready for the guest's trip before they arrive. This includes making sure the interior and exterior are clean, the fuel and freshwater tanks are full, and the black and grey water tanks have been emptied. 

   

  Rental agreement

  Both parties should have completed and signed the rental agreement prior to the start of the trip. If it has not been completed, you will not be able to access the digital inspection form.

  In the event that the rental agreement and inspections are not completed, any dispute or claim arising from the rental may be denied.

   

  Departure and return inspections

  A departure inspection form is provided on the RVezy app and must be completed by both parties on their respective phones as part of the RV handover at the start of the trip. Access to the form does not require a Wi-Fi connection or cell service.

  This inspection ensures that the state of the RV is properly documented before the start of the trip. It includes taking pictures of the exterior and interior of the RV, noting any pre-existing damages, and noting the level of the fuel, freshwater, black and grey, and propane tanks, as well as the generator usage and odometer. 

  At the departure, a thorough walkthrough of the RV should be performed to make sure the guest is comfortable with the RV's features and the way it operates.

  Upon the guest's return, the return inspection must also be completed to make note of the same information (photos, tank levels, damage, etc.). Any extra charges added by the host as well as the submission of any dispute or claim by either party will be based on the information included in the inspections.

   

  
  
  
  

   

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• Who needs to be present when the RV is returned?

  Both the guest and the host are required to be present when the RV is returned, as the mandatory return inspection must be completed by both parties. 

  As the RV host, if you agree to have the RV returned by the guest without being present, this is done at your own risk. If damages are discovered by the host once the guest is no longer present, it may be difficult to prove whether it occurred before or after the RV was returned by the guest. 

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• What happens if the guest returns the RV earlier than expected?

  Guests may decide to return the RV earlier than expected for various reasons. In those situations, it is up to the host to decide if they want to refund the guest for the remaining unused days, however, they are not obligated to do so.

  You can request to modify the dates with a refund by using the "edit booking" feature. The host will get a notification, but it is up to them if they accept the changes. 

   

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• Does RVezy provide an inspection form and how does it work?

  For every rental, a digital inspection form must be completed by both the host and the guest, on their respective phones through the RVezy mobile app, during the key exchange at the start and end of the trip. You can download the RVezy app by scanning the QR code below with your mobile device:

  

  The purpose of the inspection is to document the condition of the RV at the start and end of the trip. It includes:

  • Taking pictures of the exterior and interior of the RV
  • Noting the level of the fuel tank
  • Noting the level of the black and grey water tanks
  • Noting the level of the propane tank
  • Noting the generator usage
  • Noting the odometer reading
  • Noting any pre-existing damage (at the start of the trip) and any new damage (at the end of the trip)

  This step is mandatory and crucial, as any extra charges that the host may add (such as mileage, propane usage, late fees, damages, etc.), as well as the submission of a dispute or claim at the end of the rental, will be based on the information provided in the inspections.

  Make sure that the rental agreement has been signed before the start date, as the inspection will not be accessible if the rental agreement has not been completed. In the event the rental agreement and inspections are not completed, any dispute or claims arising from the booking may be denied.

   

  Departure Inspection

  The departure inspection can be accessed from the booking details page or the Home page on the RVezy app.

  

  Before starting the inspection, you'll be prompted to verify the guest's driving license to ensure it matches the approved driver added to the booking:

  

  The first step in the departure inspection will be to take photos of the exterior and interior of the RV, to document its condition at the start of the rental. If this is your first time completing a departure inspection, make sure to allow the RVezy app to access your camera in order to take these photos.

  

  After taking these photos, you will also be able to note if there is any pre-existing damage to the RV. If so, check the box and provide a quick explanation of the damages. You should also take photos of the damaged area(s) to document it.

  

  Then, you will be able to enter the reading of the odometer, fuel tank, and propane tank. For trailers, you will only have to note the level of the propane tank. You will be able to type in the odometer reading, and then use the sliding scales to enter the fuel and propane tanks levels. You'll also be prompted to take a photo of the black, grey, and fresh water tanks.

  

  The very last step of the departure inspection will be to review a series of statements as well as sign your name. These statements will be different for the guest and the RV host.

  

  Once you've signed your name, click on Complete Inspection, and your departure inspection will be completed! 

   

  Return Inspection

  The return inspection will become available on the RVezy app on the last day of the trip. It can be accessed from the home page of the app or from the booking details page.

  

  The first step in the return inspection is to take photos of the interior and exterior of the RV, to document its condition upon return. If this is your first time completing a return inspection, be sure to allow the RVezy app to access your camera.

  

  If there are any new damages that occurred during the trip, you should also take photos of the damaged area(s) and then make note of the damage by ticking the box and entering a quick explanation of the damage.

  

  On the next page, you will be able to enter the reading of the odometer, fuel tank, and propane tank. For trailers, you will only have to note the level of the propane tank. You will be able to type in the odometer reading, and then use the sliding scales to enter the fuel and propane tanks levels. You'll also be prompted to take a photo of the black, grey, and fresh water tanks.

  

  The very last step of the return inspection will be to review a series of statements as well as sign your name. These statements will be different for the guest and the RV host.

  

  Once you've signed your name, click on Complete Inspection, and your return inspection will be completed! 

  Please note that it is the responsibility of both the host and guest to provide the time and date stamped pictures of the departure and return condition of the RV in case these are requested during a dispute or insurance claim.

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• Will I get a document with the details of my trip?

  When a booking has been paid for and confirmed, both the host and the guest will receive a booking voucher. This voucher can be accessed in the Booking Documents section of the booking. The booking voucher serves as a document that summarizes the trip details, including the trip dates and the contact information of both the host and the guest. Additionally, it provides the address where the RV is located. The booking voucher is an important document that ensures both the host and the guest have all the necessary information for a smooth and successful trip.

   

  

   

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• How can I leave a review after a trip?

  At the end of the trip, both hosts and guests can leave a review about their experience. This is a blind review process, which means neither party will see the other’s review until they’ve both been completed. Both the host and the guest will have 7 days after the end of the trip to leave their review.

   

  Reviews for hosts

  Once the trip is completed, access the booking in your RVezy account to leave a review for the guest. You’ll be able to give an overall rating for the guest as well as a public review, which will be visible on the guest’s profile.

   

     

   

  Once both you and the guest have left a review, you will have the opportunity to reply to the guest's review for up to 3 days. To do so, simply navigate back to the booking page in your RVezy account and click on See full review. 

   

  

   

  This will open a pop-up window displaying the guest's full review, and from there you can click on Leave public response and write your reply. 

   

  

   

  Keep in mind that this response will be displayed on your RV listing, which is publicly available.

   

  

   

  Reviews for guests

  Once the trip is completed, access the booking in your RVezy account to leave a review for the host. You can give a rating for 4 categories:

  • Accuracy: Compare the listing photos and description with the actual RV you rented.
  • Value: Rate if the overall RV rental was worth the amount you paid.
  • Cleanliness: Rate if the RV's cleanliness was up to standard.
  • Communication: Rate if the communication with the host was clear and prompt.

  After rating the 4 categories, you’ll have the ability to add an optional private message to the host regarding your rating. This will give you the chance to communicate about any issues you prefer to keep out of the public review. You will also leave a public review that will be visible on the RV listing page.

   

       

   

  Lastly, if the overall rating of your review is 4 stars or more, you'll have the option to attach photos from your trip along with your review. A maximum of 5 photos can be attached, and the file size cannot exceed 1GB. Note that these photos will be displayed on the RV listing page which is publicly available, and may also be used by RVezy in accordance with our privacy policy.

   

  

   

  Where can I find my reviews?

  Reviews left by guests will be visible at the bottom of the RV listing page. The overall listing rating represents the average of each guest's review. It will be visible on the listing card shown in the search results as well as on the RV listing page. You can also see your reviews on your hosts Insight page.

  The overall categories section will also have the average ratings left by all the guests.

   

  

   

  The review rating per guest represents the average of the 4 categories rated by that guest.

   

  Reviews left by hosts can be found on your profile page. To access them, head to My RVezy > Profile and click on View Profile on the left-hand side.

   

  

   

  This will bring you to your profile page where you will be able to see past reviews left by hosts.

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• What happens if the host found a problem with the RV right before a rental?

  Unfortunately, the host may sometimes encounter a problem with their RV before an upcoming rental. In this case, the host should try all possible solutions to fix the RV in time for the rental. 

  If they are not able to fix the RV in time, the host will have to cancel the booking to provide the guest with a full refund. The host should also inform RVezy of the issue as soon as possible so we can help the guest find another RV for their trip.  

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• Is it required to complete the inspection for every rental?

  The departure and return inspections are mandatory and must be completed at the beginning and end of every rental on RVezy.com, as per section 3.5 of the terms of service. 

  This is equally the host and the guest's responsibility. It is important to document the condition of the RV as this can be used to protect yourself in the event of a dispute or claim. 

  Both parties need to complete the digital inspection form on their respective phones as part of the key exchange at the start and end of the rental. 

  For more information about the inspection form, you can read this article: Does RVezy provide an inspection form and how does it work? 

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• What if the inspection form is not accessible on the app?

  The digital inspection form will become available to both the guest and the host on the start date of the trip. It will be accessible on the RVezy app and can be completed without a Wi-Fi connection or cell service.  

  If you are unable to access the inspection form, this may be because you have not yet completed the rental agreement for your trip. Be sure to complete this crucial and mandatory step so you can access the inspection. It's also possible that you are using an outdated version of the app, and will need to update the app to access the inspection form.

  If you are still unable to access the inspection or are unsure how to complete your rental agreement, please call us at 1 (855) 697-8399 for immediate assistance. You can document the state of the vehicle by taking photos/videos on your phone and should keep them for your records in the case of a dispute or insurance claim.

  Please note that it is the responsibility of both the host and guest to provide the time and date stamped pictures of the departure and return condition of the RV in case these are requested during a dispute or insurance claim.

   

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• Who is responsible for emptying the black and grey water tanks?

  As per the rental agreement, the guest is expected to bring the RV back in the same condition as when they collected it, and this includes the black and grey water tank levels.

   

  Some hosts do offer an add-on that allows the guest to pre-pay for the emptying of the septic tanks. This would mean that the guest would not have to empty the tank themselves before returning the RV and the host would complete this for them after the return. 

  This add-on will be listed as Emptying Septic Tank Prepayment in the host's listing. 

  

  Some hosts may also offer this service as part of their rental fee and will not charge extra. This would usually be noted in their listing description. 

  To make sure you and the host are on the same page, the best practice is to ask them directly once you've sent them a booking request.

   

  As part of the departure and return inspections, the tank levels will be noted to confirm whether they are empty upon the guest's return. 

  In the event that the guest did not select the pre-payment add-on and did not empty the tank before returning the RV, the host will be able to request additional fees after the trip.

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• Who is responsible for providing and verifying the towing equipment?

  Guests and hosts each have certain responsibilities to ensure the trailer is hooked up legally, correctly and safely.

   

  Hosts responsibilities:

  As a host with a trailer, it is your responsibility to provide clear and complete information regarding towing equipment. 

  When you start engaging with a guest, make sure to get information about their itinerary as well as their experience towing trailers. You will want to double-check the tow hitch size and connector pins to confirm that the guest has the right equipment to tow your trailer, as well as confirm the towing capacity of their vehicle. 

  A weight distribution system is expected to be provided by the host for heavier trailers. An electric brake controller is also expected to be provided by the host for trailers with electric brakes.

  If you have certain conditions or restrictions to highlight in regards to towing your trailer, make sure to mention them at the beginning of the conversation; if the booking moves forward, you will not be able to enforce any conditions later.

  To help you manage these conversations, you can create message templates to ensure you are consistently asking the best questions and providing the best information. 

   

  Guests responsibilities

  As the guest, it is your responsibility to ensure your vehicle and equipment is appropriate for the trailer you will be towing.

  Before you send a booking request to a host, make sure to check the RV listing and verify the trailer's weight, hitch weight, and hitch size. Read the listing description to check if the host has included any information about towing specifications or equipment. 

  Note: The trailer weight displayed on the RV listing refers to the dry weight or manufacturer weight of the trailer. This is the weight of the trailer with all tanks empty (no fuel, no freshwater, no black/grey water, no propane, etc.) and without any additional equipment on the inside.

  You should always aim to have a vehicle with a towing capacity of a few hundred pounds more than the trailer's dry weight. This will ensure that you can fill up all tanks, include some equipment in the trailer, and still tow it safely.

  If you are ever unsure about your towing vehicle or equipment, you can contact the host and discuss it with them. They are the experts on their trailers and can answer your questions.

   

  You can also consult these resources from the RVezy blog for general information on towing: How to Tow a Travel Trailer Safely and WTF is GVWR? Visual Guide to RV Weight Terms.

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• Does the host need to show the guest how to use the RV features?

  As part of the mandatory departure inspection, a thorough walkthrough of the RV must be completed. During this step, it is important to make sure that the guest is aware of the RV's features and how to use them, as well as the location of all accessories and equipment.

  This includes but is not limited to: 

  • Emptying the black and grey water tanks
  • Filling the freshwater tank
  • Using the tank and propane readers
  • Operating the generator
  • Opening and closing compartments
  • Operating the awning and slide-outs 

  This will help ensure that the guest is familiar with all of these operational features and will be able to safely use the RV during their trip. 

  Failure to familiarize oneself with the RV features and equipment may result in damages which will be deducted from the guest's security deposit.

  Please note that it is the responsibility of both the host and guest to provide the time and date stamped evidence of the departure and return condition of the RV in case these are requested during a dispute or insurance claim.

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• Who is responsible for cleaning the RV?

  Hosts can set a cleaning fee in their RVezy listing which will be included by default in every booking. It will be visible in the booking invoice for both the host and the guest, listed as "cleaning fee". 

  The cleaning fee is charged to allow the host to thoroughly clean and disinfect the RV as well as wash linens, dishes, etc. when the RV is returned. This does not mean that the guest is allowed to return a dirty RV.

  As per the rental agreement, the host is expected to provide their RV in a clean condition. The guest is also expected to return the RV in the same condition as it was when they first picked it up. 

  If the RV is not returned in a clean condition, the host can request additional fees after the trip. The condition of the RV would need to be documented in the departure and return inspections. Failure to complete these inspections may result in the denial of a request for additional fees.

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• What documents should be kept in the RV during the rental?

  It is important to have a copy of the following documents in the RV during the rental period:

  • RV registration/pink slip (provided by the host)
  • Insurance certificate, if applicable (provided by the host)
  • Booking voucher (provided by RVezy)
  • Roadside certificate (provided by RVezy)

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• What happens if the guest does not show up at the agreed location and time for pick-up?

  If a guest does not show up at the pick-up location at the agreed-upon time, this will be considered a guest cancellation, and the cancellation policy will take effect accordingly.

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• What is the standard practice regarding RV pick-up and drop-off?

  Hosts are able to set their standard pick-up and drop-off availability within their listing preferences, which will be visible to all their guests.

   

  

   

  Hosts and guests should both respect the established handover periods, and we suggest discussing these details as soon as possible to avoid misunderstandings or issues on the start date of the trip. 

   

  Once the times and location are agreed upon, both parties need to abide by them unless they both agree to change these conditions. As the RV host, if you wish to apply an early pick-up or late drop-off fee, be sure to mention this prior to the trip start date to avoid misinformation and to ensure the guest is aware.

   

  If the host or guest wishes to pick up or drop off the RV outside of the trip dates due to convenience or work schedules, please let us know by contacting us. 

  For more information regarding the additional charge for early pick-up, you can read this article.

   

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