2020 Keystone Passport GT 2820 Bunk House

This experience started out fine but ended up being a nightmare. My wife and I rented from Gail and John from August 24-September 18 to take our three young kids on a family vacation while the kids were participating in remote school. At the time, there were not any reviews on the account but we decided to take a chance. After we returned the trailer, two small cosmetic scratches were identified on the side and front of the trailer. The scratches were very minor and one was not even identified until days after we returned the camper. I was only provided a photo of one of the scratches- see below for a picture of the “dent” in front of the trailer. The checkout process went fine, and on October 29, I received the following email from a claims representative at Outdoorsy: “Hi Paul, I heard back from the owner. She is no longer pursuing the dent in the front of the trailer. I am closing the claim. Please let me know if you have any questions.”

It turns out the email above was incorrect: I later checked my credit card account and discovered that Outdoorsy had charged my credit card $1,500 without my authorization, well in excess of the $500 security deposit. The owners insisted this charge was warranted for the scratch and would not budge on the amount. I also learned that the owners did not even have the repair done, they simply kept the claim amount. This was not surprising; it would not make sense to spend that much money on a minor scratch. In the end, the owners profited nearly as much from the scratch as they did from the rental charge itself. I am currently trying to recover the unauthorized charge through my credit card’s dispute resolution service.

There are plenty of other owners on Outdoorsy and other RV sharing sites, and we have taken other RV trips in the past, all without incident. Find an honest owner with a history of positive reviews. If an owner alleges a scratch was made, however minor, the renter has no recourse and can be charged up to $1500 (the insurance deductible). This one is not worth the risk.

Gail was more than wonderful to work with! We were first time renters and unsure of what we were doing and Gail was extremely patient and understanding. I would give her more than 5 stars for communication if that choice were available. The trailer itself was clean, comfortable and roomy. There were 6 of us (2 of whom were very tall 23-year old boys) and we all had a place to sleep. The kitchen is well stocked with spices, towels, cooking utensils etc and there's a lot of room in the refrigerator. The outdoor refrigerator is a bonus and great for drinks! Thank you Gail for loaning us your home away from home! We're already planning our next trip.