Managing bookings
Learn how to manage requests, update bookings, and navigate cancellations.
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Hosting guide to your first booking
Congratulations on confirming your very first booking! This is an exciting milestone, and you might be curious about what comes next. To help you navigate the process smoothly, let's walk through the upcoming steps you should take to ensure everything goes perfectly from here on out.
Upon confirmation
The first thing you should do once the guest has made their payment and confirmed the booking is complete your rental agreement.
At least two weeks before the start date
At this point, you should reach out to the guest to ensure that all of the rental details have been confirmed, including:
- The time and location of the pick-up
- Any add-ons they have selected
- The guest's towing equipment and vehicle if you own a trailer
You should also make sure to print out a copy of the insurance certificate to give to the guests.
Two days before the start date
This is when you should start getting your RV ready for the guest. This can include:
- Cleaning and sanitizing your RV
- Ensuring all of the RV features are working properly (AC, generator, water tanks, slide-outs, awning, etc.)
- Checking the levels of the propane, fuel, oil, brake fluid, power steering fluid, etc.
- Checking the tire alignment and pressure
- Ensuring all of the necessary equipment is in the RV
By completing this a few days ahead of time, you will be sure to have enough time to fix any minor issues that may come up and put the finishing touches on your RV before the guest arrives.
On the start date
On the start date of the trip, make sure to complete the departure inspection and walkthrough of your RV with the guest. The inspection form will not be available without a completed rental agreement.
During the trip
While the guest is on their trip, it's important to check in and ensure things are running smoothly. If the guest has encountered any issues, be responsive and offer your assistance in troubleshooting or resolving them.
On the return date
When the guest brings back your RV on the return date, you'll want to complete the return inspection to assess any potential new damages and to make note of any required additional charges.
Within 7 days of the return date
After the trip has ended, you'll have 7 days to leave a review for the guest, and they will be able to do the same. Once the guest has submitted their review, you'll have 3 days to respond to it.
Within 30 days of the return date
If needed, you can request additional fees from the guest or submit an insurance claim for up to 30 days after the trip has ended.
For any questions or concerns, please contact our support team.
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Managing booking requests and inquiries
Booking requests and inquiries help you connect with guests who are interested in renting your RV. Responding quickly and clearly sets the tone for a smooth booking experience and helps guests feel confident in choosing your listing. Your response time also affects your visibility in the search results, so staying engaged is important
Booking requests
A booking request means a guest wants to reserve your RV for the dates shown. You can see details like trip dates, guest information, delivery destination, and the introductory message they included. You'll also see whether the guest has prepaid for the request or if they still need to submit their payment information.
You have 48 hours to accept or decline the request. Accepting within 24 hours will increase your acceptance rate.
Accepting a request
Accepting a prepaid booking request will confirm the booking and block the dates in your calendar. If the request was not prepaid, the guest will be prompted to submit their payment information to confirm the booking.
Before accepting, review the guest's message, their experience level, and whether the trip meets your rules and requirements.
Sending a special offer
If you need to adjust the booking terms before accepting, such as the price, dates, add-ons, or delivery, you can send a special offer to the guest.
Once the offer is sent, the guest will need to submit their payment information to confirm the booking.
Declining a request
Decline the request if the guest doesn't meet your rental rules, the trip doesn't work for your RV, or you have follow-up questions the guest can't answer right away.
Responding quickly
You should respond to booking requests within 24 hours to maintain a strong response rate. Faster responses create a better guest experience while improving your hosting performance.
Inquiries
An inquiry is a question about your RV or availability. Guests may ask about trip ideas, towing requirements, pet policies, or other details before deciding to book.
Responding to inquiries does not reserve dates or obligate you to proceed with a booking. It's simply a conversation to help guests understand whether your RV is the right fit.
How to respond
Respond clearly within 24 hours and address the guest's questions directly. This helps build trust and encourages them to submit a booking request if the RV meets their needs.
If you want to move forward with the guest, you can pre-approve the inquiry by sending a special offer. The guest will then be prompted to submit their payment information to confirm the booking. It's not necessary to decline inquiries.
Tips for communicating with guests
Clear communication makes bookings smoother and sets expectations for both sides.
- Be friendly and welcoming: A warm tone helps guests feel comfortable asking questions.
- Share essential details early: Mention key rental rules, pickup times, or towing requirements. Consider using a message template to simplify this.
- Ask follow-up questions: If you need more details to evaluate the request, ask politely.
- Clarify anything uncertain: If a guest's travel plans or experience level is unclear, confirm before accepting.
Keeping your calendar up to date
Your calendar automatically blocks dates for confirmed bookings, but it's equally important to keep unavailable dates blocked manually or to utilize your calendar settings. An accurate calendar reduces requests that don't work for your schedule and helps ensure guests only reach out for dates you can accommodate.
For any questions or concerns, please contact our support team.
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Sending a special offer to a guest
A special offer lets you customize a booking proposal for a guest. You can adjust the price, trip dates, or rental details to create an offer that works for both of you. Special offers are helpful when you've been messaging with a guest and want to finalize a trip that may not fit your usual settings.
When to use a special offer
Special offers give you extra flexibility during the booking process. You might send one when:
- A guest wants different dates than those initially selected
- You've agreed on a customized rate or discount
- A guest has requested to include certain add-ons or delivery
- You want to pre-approve an inquiry
You can send a special offer to a guest any time before the booking is confirmed. You can also update a special offer once it's been sent if any adjustments are needed.
How to send a special offer
You can create and send a special offer directly from the booking details page:
- Access your inbox and select the guest's conversation.
- Click on Special offer.
- Customize and adjust the details, such as
- Changing the start and/or end date
- Updating the rental amount and preparation fee
- Adding or removing delivery and add-ons
- Add a short message to explain what's included in the offer.
- Click on Send offer.
The booking details will be updated accordingly and the guest can submit their payment information to confirm the booking.
Important information regarding special offers
Special offers impact the modifications that can later be made to a booking. It's important to be aware of these limitations and implications ahead of time.
Delivery
- If you send a special offer to a guest and select delivery, you must input the amount of the delivery fee you wish to include. A pre-calculated amount based on your delivery settings will be shown in gray as a suggestion. If you do not input an amount, delivery will be added for $0.
- If you customize your delivery fee by sending a special offer and delivery is later removed, it can be added again by the guest. However, the delivery fee will be added based on your delivery settings, not the custom fee that was previously set.
Add-ons
- If you send a special offer and select add-ons, they can no longer be modified by you nor the guest. Selected add-ons cannot be removed, and new add-ons cannot be selected.
- When add-ons are included through a special offer, they will be combined together into a "custom add-on".
- In your payout details, the total price of the add-ons will be displayed beside this line item. In the drop-down list of add-ons, each individual add-on will be shown as "included".
- The preparation fee is also combined into the "custom add-on" and will appear under the drop-down list of add-ons as "included".
Rental amount & nightly rate
- If you send a special offer, the nightly rate for the booking will be determined by the rental amount at that time divided by the original trip length. Any nights added to the booking later on will be included at that rate, even if a custom nightly rate has been set in your calendar. This applies even if you do not customize the rental amount when sending the special offer.
- For example, you send a special offer for a 5-night trip and the rental amount is $500. The nightly rate is therefore $100. Later, the guest adds 3 nights to the booking. Those nights have a custom nightly rate of $120 in your calendar, but the rental amount will only increase by $300.
- This also impacts weekly and monthly discounts. If a booking is extended to 7 nights or more, the nights will be added at $100 and the weekly discount will not apply. The same goes for the monthly discount and bookings extended to 28 nights or more.
- Conversely, if a booking is made for 7 nights or more and the weekly discount is applied, the extrapolated nightly rate will remain the same even if the booking is later shortened to less than 7 nights. The same goes for the monthly discount and bookings of 28 nights or more.
Tips for effective special offers
Special offers work best when they support your hosting goals while keeping guests informed.
- Be clear about pricing: Transparency helps guests understand the value of the offer.
- Align with your rules: Make sure the trip meets requirements like towing experience or pet policies.
- Use offers to simplify communication: If you've agreed on details through messages, a special offer helps finalize things quickly.
- Respond promptly: Guests are more likely to book when the conversation is active.
For any questions or concerns, please contact our support team.
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What your booking status means as a host
Each booking goes through different stages depending on where it is in the process. Your booking status helps you understand what actions, if any, you need to take, and what to expect next from your guest. This guide explains every status you may see and what it means for your booking.
Booking requests and inquiries
Prepaid booking request
The guest has submitted a booking request and prepaid for the trip. You have 48 hours to accept or decline. If you accept, the booking is confirmed immediately.
Booking request
The guest has sent a booking request but has not prepaid. You have 48 hours to accept or decline. If you accept, the guest can then submit their payment information to confirm the booking.
Inquiry
A guest has reached out with a question or request for more information. This is not a booking request and doesn’t require you to decline. If you’d like to move forward, you can choose to send a pre-approval so the guest can submit a booking request.
Pending guest action
Waiting on guest
You accepted a booking request, and the guest now has 48 hours to submit their payment information. If they do not complete payment in time, the request expires automatically.
Invoice
You sent the guest a special offer. Their next step is to submit payment to confirm the booking. Until then, the booking is not finalized.
Requests that did not move forward
Declined
You declined a booking request or inquiry. No further action is needed.
Request withdrawn
The guest withdrew their booking request or inquiry before it was accepted.
Guest expiry
You accepted a booking request, but the guest did not submit their payment within 48 hours. The request is no longer active.
Expired by you
You received a booking request but did not accept or decline it within 48 hours. The request expired automatically.
Active and confirmed bookings
Confirmed
The booking is fully confirmed. The guest has submitted payment, and the trip dates are now blocked on your calendar.
Trip in progress
The booking has started and is currently active.
Completed and canceled bookings
Completed
The trip has ended and the booking is fully complete.
Canceled by guest
The guest canceled a confirmed booking.
Canceled by you
You canceled a confirmed booking.
Canceled
RVezy canceled a confirmed booking - for example, if a required step was not completed or if policy issues prevented the trip from moving forward.
For any questions or concerns, please contact our support team.
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Using message templates
Message templates enable quick, consistent responses to guests by providing customizable, pre-written messages for common questions and instructions. They save time, ensure accuracy, and improve communication efficiency. Hosts can create, use, and update templates directly from their inbox or account settings. Effective templates are concise, warm, detailed, and personalized to enhance guest experience.
Message templates help you respond to guests quickly and consistently. They save time, reduce repetitive typing, and ensure guests receive clear and accurate information throughout the booking process. You can use templates to answer common questions, share pickup instructions, or provide important details about your RV.
What message templates are
Message templates are pre-written messages that you can insert into any conversation with a guest. They’re fully customizable, so you can tailor them to your RV, your communication style, and the questions you receive most often.
Templates are especially helpful when:
- Guests ask similar questions about towing, pickup times, or what’s included
- You want to send the same instructions for each booking
- You manage several bookings at once and need to stay efficient
- You want your messaging to stay accurate and consistent
How to create a message template
You can create templates directly from your inbox. To create one:
- Open your inbox.
- Click on Message templates.
- Select Create new template.
- Write your message and give it a clear title for easy reference.
- Save your template.
You can also access them by going to your account settings and selecting Message templates.
You can create templates for topics like towing instructions, generator usage, campsite recommendations, or anything else guests commonly ask about.
Using pre-set templates
There are 5 pre-set templates provided to help you get started:
- Intro message: Send a message to ask questions and get more information about the guest's trip, itinerary, experience with RVs, and more. You can choose to have this message sent automatically as soon as the request is received, or send it manually.
- Check-in / Check-out time: Use this template to easily communicate your usual check-in and check-out times with your guests.
- RV rules: Share important rules regarding your RV rental to ensure guests have a smooth and enjoyable experience.
- Day of trip: Give a few quick reminders to the guest before they pick up your RV.
- Post trip review: Nudge your guest to leave their review once the trip has ended.
How to use a message template
Once you’ve created templates, you can insert them into any message thread. To use a template:
- Open the conversation with your guest.
- Click the speech bubble icon at the bottom of the text box.
- Choose the template you want to send.
- Review it and make quick edits if needed.
- Send your message.
This keeps communication smooth while still allowing you to personalize each conversation.
Keeping your templates updated
It’s a good idea to review your templates regularly. Update them if your policies change, you adjust your pickup instructions, or you notice new questions coming up frequently.
Templates that are clear and current help guests feel more prepared and confident about their trip.
Tips for effective templates
Message templates work best when they are helpful, friendly, and easy to understand.
- Keep them concise. Short paragraphs and clear instructions are easier for guests to follow.
- Use a warm tone. Templates should feel helpful, not automated.
- Include essential details. Add reminders about rental rules, required experience, or important arrival steps.
- Personalize when needed. Add guest names or trip details to make each message feel tailored.
For any questions or concerns, please contact our support team.
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Overview of guest requirements
Guests must complete mandatory steps before a trip: account verification, driver approval, signing the rental agreement, and security deposit authorization. Hosts can monitor progress on the booking details page. If requirements are incomplete, RVezy contacts the guest and notifies the host; trips may be canceled if unresolved.
Before a trip can begin, guests must complete a few mandatory requirements. These steps help keep both parties protected, ensure proper insurance coverage, and create a smooth start to every rental. As a host, understanding these requirements, and knowing where to check their status, helps you feel confident that the trip is ready to proceed.
You can view a guest’s progress at any time in the booking details page:
Account verification
Account verification is the first requirement guests must complete. This process confirms the guest’s identity and ensures they meet platform safety standards. Guests cannot move forward with the rental until verification is successfully approved.
If verification is still pending as the trip approaches, RVezy will contact the guest to provide assistance and send you a notification so you know the requirement is not yet complete.
Approved driver
If the guest plans to drive the motorhome or tow your trailer, each driver must be approved through RVezy’s verification process. Only approved drivers are covered under protection during the trip.
You can view approved drivers at any time within the booking details.
Rental agreement
Once account verification is complete and an approved driver has been added, the guest can sign the rental agreement. This document outlines important responsibilities, policies, and terms of the rental and must be signed before the trip begins.
Security deposit
The security deposit is automatically authorized 3 days before the trip start date. This authorization must succeed for the booking to remain active. If the deposit cannot be authorized, the guest will be notified and prompted to update their payment method.
As the host, you will also receive a warning if the deposit authorization is unsuccessful.
What happens if requirements are incomplete
These requirements are mandatory. If one or more are incomplete as the trip approaches:
- RVezy will contact the guest to remind them and offer assistance
- A warning email is sent to the host outlining outstanding items
- You should also communicate with your guest to encourage timely completion
Hosts should not release their RV if any requirement is still pending.
If the guest does not complete the required steps by the trip start date, RVezy reserves the right to cancel the booking and treat it as a guest cancellation, following the standard guest cancellation policy.
Helping ensure a smooth trip
Clear communication between you and your guest helps prevent last-minute delays. Reviewing the booking details page regularly allows you to track:
- Verification status
- Driver approvals
- Rental agreement completion
- Security deposit authorization
Once all requirements are complete, you can move forward confidently with the trip knowing everything is in order.
For any questions or concerns, please contact our support team.
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Making changes to a booking as a host
Change requests allow hosts and guests to update booking details like trip dates, delivery, and add-ons, with approval required from the other party. Guests can modify some details without approval before confirmation. After the trip starts, changes are limited. Change requests are submitted via the booking page and must be accepted to take effect. Clear communication and quick responses ensure smooth updates.
Sometimes plans change after a booking is confirmed. Change requests make it easy for you and your guest to adjust trip details while keeping the booking accurate. Understanding how change requests work and what can be updated helps ensure the process is smooth for both sides.
How booking change requests work
A change request is a formal update to an existing booking. Either the host or the guest can initiate a change request, but the other party must approve it for the changes to take effect.
Once a change request is submitted:
- The other party receives a notification
- Both parties review the updated trip details
- The request must be accepted before the booking updates
- Your calendar adjusts automatically if dates change
If a change doesn’t work for you, you can decline the request and the original booking details remain in place.
Possible changes and when they can be made
Changes depend on the type of update and the timing of the trip. Below is a clear breakdown of what can be modified and when each change is allowed.
Trip dates
Before the booking is confirmed:
- Guests can modify their trip dates without host approval
- Hosts can modify the trip dates and customize the rental amount by sending a special offer
When the booking is confirmed:
- Guests and hosts can request to modify the trip dates
After the trip has started:
- Guests and hosts can request to extend or shorten the trip, but the start date cannot be changed
Delivery
Before the booking is confirmed:
- Guests can update the delivery address without host approval, if it’s within your delivery zone
- Guests can add or remove delivery without host approval
- Hosts can add or remove delivery and customize pricing by sending a special offer, but can't modify the delivery address
When the booking is confirmed:
- Guests can update the delivery address if it’s within your delivery zone
- Guests can request to add or remove delivery, but hosts cannot
After the trip has started:
- Delivery selection, pricing and location cannot be modified
Add-ons
Before the booking is confirmed:
- Guests can select or remove add-ons without host approval
- Hosts can select or remove add-ons and customize pricing by sending a special offer
- Once an add-on is included through a special offer, it can no longer be modified or removed
When the booking is confirmed:
- Guests and hosts can request to select or remove add-ons, as long as a special offer wasn't previously sent
After the trip has started:
- Add-ons cannot be modified
How to submit a change request
You can submit a change request through the booking details page:
- Access the booking in your Bookings tab or from your inbox.
- Scroll down to Manage booking.
- Click on Edit booking.
- Make the desired changes.
- Review the updated pricing.
- Submit the change request.
The guest must accept the change before it takes effect.
Responding to a change request
When you receive a change request:
- Click on the notification in your dashboard or in the booking details
- Review the updated trip details
- Confirm that the requests fits your rules and availability
- Select Accept or Decline
If you decline, the booking stays exactly as it was. You'll be prompted to write a short message to the guest explaining why you're unable to accept.
Tips for smooth change requests
Change requests work best when both sides communicate clearly.
- Discuss changes in messages first, then submit a request
- Respond quickly so guests can finalize their plans
- Review your calendar before accepting any date changes
- Confirm key details, especially for delivery or towing adjustments
For any questions or concerns, please contact our support team.
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Understanding the cancellation policy for RV hosts
As a host, you play an important role in helping guests plan their trips with confidence. Cancelling a confirmed booking should always be a last resort, as it can disrupt a guest’s travel plans and impact your hosting performance. This article explains how cancellations work and what to expect if you need to cancel.
When you can cancel a booking
Hosts can cancel a reservation when an unexpected issue makes the RV unavailable or unsafe for travel. Cancellations should only occur when absolutely necessary, for example:
- The RV becomes unsafe or unexpectedly requires repairs
- The RV is damaged by a previous guest
- Severe weather or conditions make the trip unsafe*
If you need to cancel, do so as soon as possible to give your guest time to rebook.
*Consult our natural disasters cancellation policy for more details.
How to cancel a confirmed booking
You can cancel directly from the booking details page:
- Access the booking from your inbox or the Bookings section of your account.
- Scroll down to Manage booking.
- Click on Cancel booking.
- Select the reason that best matches your situation.
- Write a message to the guest explaining why you need to cancel.
- Submit the cancellation.
The booking will be immediately cancelled and your guest will receive a full refund. The penalties outlined on the confirmation screen will also take effect.
Host cancellation fees
Your reliability as a host is an important part of the guest experience, and cancellations are taken seriously. For that reason, cancellation fees may apply when a host cancels a confirmed booking. Fees are deducted from your next payout.
- Normal bookings: $100 (USD/CAD)
- Instant bookings: $250 (USD/CAD)
Other penalties for cancelling
In addition to cancellation fees, the following penalties may apply:
- Automated review: A note may appear on your listing showing that you cancelled a booking.
- Calendar blocks: Your calendar may be blocked for the dates of the cancelled booking.
- Reduced search visibility: Frequent cancellations may lower your ranking in search results.
- Account action: Repeated cancellations may result in temporary suspension.
These measures help ensure that guests can trust the availability shown on the platform.
Requesting to remove penalties
Cancellation penalties can be removed in situations where the reason for cancellation is outside of your control, such as:
- Extenuating circumstances: Medical emergencies, natural disasters, or other documented emergencies.
- Damage rendering the RV unfit for the road: Mechanical issues, non-functional core components, or significant exterior damage.
If you believe a cancellation occurred under these circumstances, you can contact our support team and request that the penalties be removed. We reserve the right to request supporting documentation which will be evaluated to determine whether the penalties can be removed.
Avoiding cancellations
Reliable hosting starts with preparation. You can reduce cancellations by:
- Updating your calendar regularly.
- Ensuring the RV is serviced before peak travel seasons.
- Reviewing trip requests carefully before accepting.
- Allowing enough preparation time between bookings.
- Communicating promptly and clearly with guests.
If you think you may need to cancel
Contact the guest as soon as possible and explain the situation; early communication helps guests revise their plans and minimizes frustration. You can also reach out to our support team for guidance, especially if:
- The RV is suddenly unsafe
- You're dealing with unexpected repairs
- You're unsure whether cancellation is required.
For any questions or concerns, please contact our support team.