What should I do if the mooring equipment is damaged (or missing) when I arrive to start my reservation?
Document immediately with geotagged photos to establish the issue predates arrival. Send images via Inbox to the host and email help@onbuoy.com so we can remove the listing if needed and help secure an alternative moorage. Clear documentation speeds resolution and keeps you protected.
All moorages listed on OnBuoy have been recently inspected, so damaged equipment should be rare. That said, heavy usage and the elements aren’t kind to mooring equipment so finding damaged equipment is not out of the question. If you find that your reserved moorage is damaged (or missing) when you arrive at the location, follow the steps below to report the damage and secure an alternative mooring.
Step 1: Document the situation
- It’s important to establish that the damage occurred before you arrived at the moorage.
- Take photos of the moorage making sure that location of the image is captured by your phone's camera. For instructions on how to ensure location services are enabled on your phone, see the support article titled, "How to capture location with your phone's camera".
Step 2: Send the photos to the host and to OnBuoy
- Immediately send the photos to the host using OnBuoy’s messaging service (your OnBuoy Inbox). Reference the support article titled "How do I contact the host for a reservation I’ve made?" for help on using the OnBuoy Inbox.
- Send a copy of the photos showing the damage to help@onbuoy.com so we can remove the listing from the OnBuoy site and follow up with the host.
Step 3: Contact us so we can help you find an alternative moorage