We're really sorry that this happened with your rental. If we had been notified of the situation as soon as you discovered the returned camera was someone else's, we would have given you a replacement ASAP and follow-up with the renter for payment and recovery. Unfortunately, we weren't notified until a week after.
Our service is here to protect owners when incidents like these occur. It's our responsibility to coordinate damage claims and directly handle payments with Renters. Even if a renter is unable to pay, we'll cover the immediate costs and invoice them directly for the damages or loss after.
We make sure that no rental is approved unless we can cover the out-of-pocket costs ourselves. We know liability is a huge concern, and we want everyone who lends through the platform to know we're on their side and their gear is safe.
While this incident is unfortunate for everyone, we've only had a handful of damage/loss cases out of the thousands of successful ones. With proactive communication and help from the community, we can ensure that every rental goes as smooth as possible.
Sorry again for the incident. Thanks for sharing.
Ouch! Yes, $100 is a lot for a 2-day rental. Sorry about that.
The prices are set by the owner, but if you send us a link to email@example.com, we're happy to reach out to them and ask that they reduce their rates :)