Host Reviews

This article addresses the following:

• Review Best Practices
• Review a Guest After a Booking
• Where to See Guest Reviews of Your Pool
• Responding to Guest Reviews
• Can I Dispute a Review Left On My Listing?
• Can I Edit My Review?
• Problem Posting A Review
• Can Guests see their own rating and reviews left by Hosts?

Review Best Practices

Reviews are fundamental to having a successful listing. Great reviews indicate to future guests the quality of a host and a space. Additionally, the number of five star reviews impacts a listing's search results. The more five star reviews, the higher your listing appears. For more on search performance please read here. 

To ensure your guests will leave a review on your listing, here’s what you can do:

• 24 hours after the completion of a reservation, message the guests to thank them for visiting, and ask them to leave a review.
  • Swimply will automatically send the guest a message post-booking encouraging them to leave a review as well but it is always good practice for you to reach out.
• As a way to incentivize your guest to leave a review you can offer immediate incentives which can be one of the following:
  • offering an amenity free of charge or adding 30 mins to their current reservation. This can be best achieved by reaching out to the guest or approaching them in person 10 mins before the end of the reservation. You can also offer small discounts of your choice towards their next booking.

Review a Guest After a Booking

Reviewing a Guest is a good way to give other Hosts a little detail about Guests before they book. Reviews of Guests are private and only Hosts can see them. It's a great place to praise a great Guest or express a concern but keep in mind any issues having to do with bad behavior, damage, or rule breaking should always be brought to the attention of Swimply Support so we can keep our community happy, healthy, and safe.

To leave a review of a Guest, first make sure you are logged into your account on the Swimply app or web:

1. Select Reservations from the bottom menu
2. Find the Guest you are looking for in the Past section
3. Tap on on Rate This Swimmer under the Guest's reservation information

Where to See Guest Reviews of Your Pool

All Guests who have a reservation can leave a review. Swimply encourages Guests to leave reviews of the pools they visit to help future guests know what to expect and help your Pool Listing look as great as it can and encourage more bookings. We always encourage both Hosts and Guests to leave thoughtful but honest reviews of their experience. Swimply does not remove reviews unless the review violates our guidelines, which can be found here.

To see the reviews that have been written about your pool, first log in on the Swimply App or web:

1. Select Listings from the main menu. 
2. Select Preview Listing in the top right hand corner
   • You will be unable to preview your listing if it is paused or unlisted. Please review this guide for how to change the status of your pool.
3. Scroll below the description and amenities and you’ll see the Reviews section.

Each Guest who has left a Review is shown here with the newest reviews displayed at the top. You can see the Guest Name, Date, and number of Stars as well as the full text of the Review in this section. 

If anything in a review seems inaccurate or you have questions about it, please contact Swimply Customer Care. 

Responding to Guest Reviews

Swimply’s review system helps Guests provide Hosts with useful feedback, but you may occasionally want to respond to a review as a Host. You can respond to Guest reviews from the Hosting Performance tab. Scroll down to the Reviews section on the page to select, review and respond to it. Keep in mind that these responses can be seen by anyone viewing your listing page, so please keep it professional.

Can I Dispute a Review Left On My Listing?

If you would like to dispute a review left for your listing and have it removed, the review must violate our Terms of Service. Swimply’s Terms of Service require that each review will be accurate and may not contain any misleading, discriminatory, obscene, harassing, deceptive, offensive, inappropriate, violent, illegal or defamatory content. This includes publishing personal information or unrelated content. If a review violates these terms, Swimply reserves the right to take down the review in accordance with applicable law.

1. Confirm that the review contains at least one of the following violations. Swimply does not edit, censor, or remove reviews unless they include:
   • Discriminatory content including but not limited to discrimination on the basis of age, sexual orientation, race or ethnicity, religion, gender, or gender expression 
   • Defamatory, offensive, or inappropriate content including but not limited to profanity, name-calling, graphic, or sexually explicit content
   • Disclosure of personal information including but not limited to a user's full name, address, contact information, personal/religious/political views
   • The use of reviews as coercion or incentivizing reviews with financial compensation
   • Extraneous Commentary including aspects of the experience not related to the booking experience itself (restaurants, ride-shares, etc.) or about past Swimply reservations, Hosts, or Guests
2. Gather visual evidence of the violation:
   • Screenshot of the review on the listing page
   • Screenshot of any inappropriate or offensive messages in the inbox message thread
   • Any photo or video evidence captured during the booking that may prove the review contains false information.
3. Submit a ticket to Swimply Customer Care:

   Go to your Profile, then scroll down and select Help Center
   Find the chat button in the bottom right
   The virtual assistant will populate. Select from the options. - My Account > Reviews > Dispute a Guest Review
   Follow the instructions to input the booking number, reason for your request and upload your screenshots. Remember not to press enter or return until you are fully done with your statement, as this will send you to the next question.
   Write down your ticket number and close the chat. You will receive a follow up email within 3 business days.

Can I Edit My Review?

Once you leave a review, it cannot be edited

Alternatively, you may request to delete the review altogether. Once the review is deleted, you will not be able to submit another review for the same booking. 

 

Problem Posting A Review

For the user to leave a review, the following conditions must be met:

• All reviews must occur within 14 days of the reservation according to Swimply Reviews Terms of Service. 
• After the reservation is completed, all users must be able to post a review.
• If the review window no longer pops up, follow Review a Guest After a Booking.
• Guests should still be able to leave a review despite the listing's status (paused or removed). 
• In case users encounter issues even after checking the conditions listed above, follow the How to handle User reports of technical issues

Can Guests see their own rating and reviews left by Hosts?

We do not allow Guests to see reviews left of themselves by hosts, and Swimpl Support Agents cannot share any reviews with them.

Hosts are also encouraged not to share reviews from a previous Hosts with a Guest.