Getting Paid as a Host

This article addresses the following:

• Payout Schedule
• Understanding Payment Obligations between Guests and Hosts
• Why Do Payouts Fail?

Payout Schedule

Here is the typical payment schedule around a booking:

1. Your Guest is charged (pending) the moment they request a booking. This charge occurs through Swimply's secure payment system, powered by Stripe. When you approve the request the card will officially be charged, should you decline the request the funds will be released back to the Guests card. If a pending reservation is not accepted or declined within 24 hours it will expire. When a request is pending, that time is blocked in your calendar so no other requests can be booked for the same period.
   1. In order to be paid for bookings, hosts need to connect their Swimply account to a Stripe Account. Learn more about connecting your account here.
2. 48 hours after the completion of a booking, a payout is automatically released to the hosts bank account. Please provide 3-7* business days from a completed booking for the money to deposit to your bank account. More details on cadence are as follows: 
   1. When a Guest is charged they receive a receipt via. email. The transaction generates a unique charge ID for the Guest as well as a unique payout ID for the host. 
   2. After the Guest is charged, the payout amount is held by Swimply in the Host’s Stripe balance until the payout is initiated. Payouts are automatically scheduled 1-2 days after the booking is complete. 
   3. Once initiated, the payout balance is reflected in the Available Soon column within your Stripe dashboard. After processing, the funds move to the Available to Pay Out column, and finally to the In Transit to Bank column before reaching your bank account. The Total Balance represents the cumulative sum of these columns.
   4. *Stripe provides an estimated cadence for payout as follows: ~24 hours for processing to begin, followed by another 24-48 hours for the funds to be sent to your bank account, and an additional 24-48 hours for your bank to accept and deposit the payment. Consequently, the usual turnover time for a payout to reach the host's bank is 3-7 days after a booking.
   5. Delays in payouts may occur if the host's Stripe balance is lower than expected, often due to system errors in processing booking edits or cancellations. Additionally, payout dates can be manually extended if a refund request is under investigation. If you experience a delay in payout exceeding the 3-7 day window without a corresponding date extension in the admin interface, kindly notify us at Swimply Customer Care for further assistance.
3. Should an additional charge be made by the guest (adding a premium amenity, for example) during their stay they will be charged right away only if the host booking setting is Instant Book. If the host booking setting is Request Based, the host will have to manually approve. In either case, once approval is made the same schedule as above is followed.

Please note: A payout date may be extended if there is an open issue related to your listing or a booking at your listing. For the quickest resolution, it’s best to respond to any inquiry made by your Guest or Swimply within 24hrs.

Understanding Payment Obligations between Guests and Hosts

As a Host it is vital to ensure that any changes made to a booking are confirmed as paid in the Swimply app or website before rendering the additional services. This includes but is not limited to additional amenities, time extensions, and extra Guests. Should any complications occur, contact Swimply Customer Care immediately and we will try to assist you as best we can. While we strive to provide the best possible service, we cannot guarantee a successful outcome in every case.

We kindly ask all Hosts to ensure that their Guests have paid for their entire booking before leaving the property. Confirmed bookings and changes indicate that the Guest has paid, and the host will be paid for the confirmed booking or modification. If a modification is still pending after a booking moves from the confirmed to completed status, it will not be included in the final Host payout.

We understand that oversights can happen, and we encourage open communication to resolve any payment issues between Guests and Hosts. The goal is for all Guests to have a fair and consistent experience. This is not only a Swimply policy, but a standard expectation in the hospitality industry.

Why Do Payouts Fail?

Host Payouts

Host payouts may fail if: 

1. the card on file is invalid
2. the card associated with your account has expired or has been reported as lost/stolen
3. the bank account on file is invalid or closed.

To edit your payout information (such as the bank account to which payouts are sent), log into your Swimply Profile and click on View payments:

Your bank or card information will be displayed on the Stripe Express dashboard. You can learn more about the process of updating your bank account information here. 

Pro tip: In order to receive payouts correctly, we suggest you use a standard checking banking account with a financial institution. Other types of bank accounts (e.g., savings) or a virtual bank account provider (e.g., e-wallet or cross-border services) and debit cards are supported but may see higher payout failure rates than standard bank accounts. 

Guest Payouts

The 'Payment Failed' status typically arises when the wrong type of payment method is used or there are insufficient funds in the Guest's account. To ensure a smooth booking experience, please advise the Guest to:

• Double-check payment details: Ensure that the payment method used is valid and that all entered information, such as the card number, expiration date, and CVV, is accurate.
• Verify sufficient funds: Remind the Guest to check that there are adequate funds available in their account to cover the transaction.
• Additionally, please note that we do not accept prepaid cards.