This article addresses the following:
Guests are truly excited for their reservations, and they spend a lot of time planning between making a booking, scheduling their time, and generally preparing for a lovely day at your property. Unfortunately, sometimes unpredicted factors or events such as poor weather keep Guests from being able to attend their highly anticipated reservation, and they may need to reschedule or cancel their booking.
In the event the Guest is unable to attend their original reservation, Swimply always encourages the Guest to reach out to you, their Host, and reschedule the booking prior to cancellation.
- If you are able to accommodate a change, that's great! Swimply Support will be happy to modify the booking details for you at no charge to either party.
- If you are not able to reschedule the reservation for another time, please let the Guest know you are unable to reschedule in the chat as soon as possible so they can adjust accordingly.
It is always best to keep all communication regarding cancellation or rescheduling in the Swimply chat.
Guest Cancellations
If a Guest cancels their booking within your cancellation policy:
If a Guest cancels a booking in alignment with your stated cancellation policy, they are automatically refunded by our system and your payout is cancelled. The Guest’s refund (minus Swimply’s 10% service fee) is processed by Swimply and the funds will become available on the Guest's card within 3 - 7 business days.
If a Guest cancels outside your cancellation policy
If your Guest cancels after the cancellation window has closed, they will not be automatically refunded by our system and you will still receive a payout. It is encouraged to attempt to accommodate cancellations made outside your cancellation policy if possible as this may help you build your listing´s reputation in your community and earn repeat Guests.
Can I reschedule a cancelled booking?
Yes. You can arrange for a new date and time with your Guest in the Swimply chat, and let us know what works best for you both. Message to come up with an agreed upon date and time with the guest. Once aligned you can make the adjustment by following the How to Add Time, Guests, or Amenities to a Booking section of this article here.
Inclement Weather
Sometimes the weather turns nasty and makes a nice swim impossible. If weather conditions create an unsafe or uncomfortable environment for your Guests, you should accommodate them with a time to make up the swim at your pool. Communication is key in this situation and communicating with your Guests either before the reservation (if the forecast is bad) or during your reservation (if the bad weather snuck up on you) will help to accommodate your Guest, and will directly affect whether or not Swimply Customer Care offers them a refund instead.
Once you've discussed a resolution with your Guest and you've both agreed on reschedule or a refund, Swimply Customer Care will honor it. Please note, encouraging your Guest to contact Swimply Customer Care for a refund without directly stating you are not comfortable with a refund is taken as permission for a refund to be issued.
Inclement Weather Before a Reservation
If your Guest reaches out to you with weather concerns in advance of their booking do your best to be accommodating. If the reservation is still a few days away suggest that the Guest use the Change reservation tools to request a new date for their swim. If the reservation is "today" then it is expected that you will make your best attempts to allow your Guest to schedule a make up swim if they have reached out to you through Swimply chat.
Inclement Weather During a Reservation
If a guest is unable to make use of the pool due to inclement weather such as:
- Rain
- Hail
- Lightning
- Significantly lower than expected temperatures
- Other environmental concerns
You and the Guest should coordinate a date and time to make up the swim. The portion of the reservation that was reasonably compromised by poor weather is what they should be allowed to make up. If they lost half their swim time, then allow the Guest to return at another time to enjoy your pool for that second half of their swim. Increments of 20 minutes are a reasonable measure. Make your best attempts to find a good time for both of you. If you’ve made your best attempt to accommodate your Guest and have been unable to agree upon a make-up swim date/time or they have been unresponsive for multiple days, they may not qualify for a refund.
If your Guest reaches out to Swimply Customer Care showing that they’ve made reasonable attempts to communicate with you about a make up swim without success, then Swimply may reduce your payout for the booking and issue a refund for the portion of their swim which was interrupted and you will not be paid for the refunded time.
Extreme Weather
Sometimes bad weather can be dangerous. In the event of dangerous weather like lightning, heavy hail, or strong winds please move everyone to a safe environment. Get everyone out of the pool and away from pool structures (showers, changing rooms, filter/pump room, etc.). Indoors is the best place to wait out a storm so if you can accommodate your Guests inside or in a covered area please do.
Examples of such safety emergencies include:
- Sudden severe storms
- Thunder/lightning immediately over your property
- Tornadoes
- Wildfires
- Flash floods
No penalties are applied for cancellations made for valid safety reasons. Evidence including video or photographs is valuable in these situations. A photo or video of pouring rain (or lack of rain, as the case may be) is helpful, or a screenshot of the current weather report from a weather app for your location is good too. The National Weather Service website is recommended.
If Swimply Customer Care contacts you regarding a weather dispute and asks for your assistance with evidence to resolve the issue, it's expected that you should supply any evidence within 48 hours of the request. If Swimply Customer Care does not receive a response to this request in that time, we are more likely to side with the evidence from the Guest. This may result in a refund being issued to your Guest and reduction of your payment.
Other Circumstances and Personal Emergencies
If your Guest needs to reschedule their swim due to other types of circumstances that are out of their control you are expected to attempt rescheduling their reservation. Here are some examples of circumstances:
- Significant increase in air pollution or smoke
- Unsafe community turmoil that is occurring in your area presently
- Sudden (pre-reservation) injury
- Family emergency
These will be considered eligible grounds for rescheduling a swim. If the personal emergency means they are not able to reschedule their swim at all, your Guest may request to involve Swimply to mediate. Swimply will request documentation and may issue a refund outside of your cancellation policy.
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