How to handle complaints when using Otto?
Occasionally you might have questions or concerns or you may need to raise a report. We typically recommend that renters and host directly resolve conflicts and get Otto’s help when needed.
Here's how we handle complaints and reports at Otto:
📝 Submitting a Complaint or Report
- If you have a complaint or issue, contact our Support Team through the available channels
see contact method at the bottom of the screen - Please provide detailed information so we can understand the situation fully.
⏰ Response Time
- We aim to acknowledge your complaint or report and provide a preliminary response within 24 hours.
- Some complex issues may require additional time for resolution.
🕵️♀️Investigation
- Upon receiving your complaint or report, we will conduct a thorough investigation.
- This may involve gathering additional information from you or contacting other parties involved.
✅ Resolution
- Our goal is to resolve complaints and reports in a timely and fair manner.
- Once a resolution has been determined, we'll communicate the outcome to you, explaining the steps taken and the reasons behind the decision.
🔄 Follow-Up
- If you're not satisfied with the initial resolution, you're encouraged to reach out to us again.
- We're committed to addressing your concerns and ensuring your voice is heard.
📚 Learning and Improvement
- We see complaints and reports as opportunities for growth. Your feedback helps us improve our platform and community.
- We constantly review our policies, procedures, and training based on the experiences of our hosts and renters.