RV rentals on the RVnGO platform should meet minimum quality standards regarding safety, access, and cleanliness, and they should be consistent with the description provided by the Host. If a Guest who books and pays for an RV suffers a 'Travel Issue' because the RV does not meet RVnGO standards, the guest may be eligible for a refund in accordance with the Guest Refund Policy.
RVnGO will (at our discretion) either provide the Guest with a refund or use reasonable efforts to find and book the Guest at another comparable RV for any unused nights left in your reservation. The amount of any refund will depend on the nature of the Travel Issue suffered.
A valid Travel Issue generally falls into three categories,
(1) the host cancels a reservation 24 hours or less before the scheduled start of the reservation, or fails to provide the Guest with the reasonable ability to access the RV,
(2) the description of the RV in the listing on the Site is materially different from the actual RV (such as the RV’s size, state of repair, mechanical soundness, special amenities or location), or
(3) the RV is not generally clean or as described.
To submit a valid claim for a refund, a Guest is required
(a) to bring the Travel Issue to our attention within 24 hours after the start of your reservation (including photographs or other evidence) and respond to our requests for information or cooperation,
(b) not have directly or indirectly caused the Travel Issue and
(c) to have used reasonable efforts to try to remedy the circumstances of the Travel Issue with the Host prior to making a claim for a Travel Issue.
Click here for the full Terms of Service of the Guest Refund Policy, including what are the minimum quality standards for RVs or what qualifies for a travel issue. If you still have questions regarding the policy, please Contact Us at support@rvngo.com or (888) 399-9505.
For Press related matters contact: press-info@RVnGO.com
Please also refer to the Extenuating Circumstances for Guests and Extenuating Circumstances for Hosts policies.
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