Booking Adjustments and Cancellations

This article addresses the following:

• Where to Make Adjustments

• How to Add Time, Guests, or Amenities to a Booking

  • How to Make Adjustments

  • Pre-Booking Adjustments

  • During Booking Adjustments

  • Post-Booking Adjustments

• How to Charge a Cleaning Fee

• How to Cancel

• Cancellation Policies

Whether you’re looking to make booking modifications, cancel a reservation or simply communicate with your Guest, you can do this and more from the Reservation Details section. 

Where to Make Adjustments

• Once you’ve followed the steps above to locate your bookings, select the booking you wish to update from the appropriate tab.

• Next, scroll down until you see the Reservation Details section. 

• Here you will find the options to Send a message or make needed changes.

How to Add Time, Guests, or Amenities to a Booking

How to Make Adjustments

• In order to add time, guests or amenities, select Make changes in the reservation, then select Change next to the feature you wish to update. If you wish to reschedule to a new date entirely, you will still press Change next to Date and time.

• Once you've made the desired changes, remember to tap Save at the bottom.
• The new reservation details and difference in earnings will appear in blue. Review them in detail to ensure accuracy.

• For schedule changes to dates and times only, you will be presented with the option to offer your Guest an incentive discount as shown below. This does not apply to guest count changes or amenity changes.

• Regardless of the type of change, the final step will be to leave a courtesy note advising the reason for the change. Type your note and then click Send change request. 

Please Note: The Guest must accept your request and pay any additional fees owed, before the change is considered official. All payments must be made in full at the time of accepting the change. A failed payment will revert the booking back to its original settings.

Pre-Booking Adjustments

A Guest may be planning an event and not know the exact number of Guests that will attend. This may lead them to create a reservation to secure a date and time without the correct number of attendees.

What to look for:

• The Reservation is labeled as a Party, Event, or Photo/Video Shoot.

• The booking is labeled as a social event but there's only one guest on the reservation.

• The reservation includes exactly as many people as you allow before starting to charge for extras.

These indicators should alert you to contact the Guest for more information. 

If they confirm they do not know the total, ask them to edit the reservation to their closest estimate and pay the extra Guest Fees. Let the guest know that for safety reasons, only the people included in the reservation are allowed on the premises, and those exceeding the reserved number won't be allowed in.

Any agreement you come to between yourself and the Guest regarding extra individuals, as long as it's in writing inside of Swimply chat, will be honored by Swimply Customer Support and charged accordingly.

When to consider declining the reservation request or canceling?

• If the Guest is not communicating or is unwilling to adjust the total number of Guests
• The Guest suggests that they pay for their extra guests outside of Swimply. This is against the Terms and Conditions. Swimply's Protection Guarantee does not cover additional Guests on your property who were not paid for through Swimply.

Note: If a Host chooses to proceed with a booking while knowing that the time, amenities or number of guests are inaccurately reserved, Swimply cannot be held responsible for reimbursement.

During Booking Adjustments

If your Guest arrives with more people than they reserved, uses amenities that weren't paid for or requests to extend their time:

• Contact the Guest immediately, either in person or through Swimply chat, and let them know that they will need to update the booking. Provide them with a deadline for making the update with the understanding that the booking will be canceled when the deadline is reached. Note: Guests can edit a booking any time before or during a reservation.
• Remember to collect evidence such as photos of extra people or security camera footage with time stamps.
• If the Guest fails to process payment by the deadline, the reservation should be cancelled and any guests on site should be asked to leave. Your payout will still be issued in the full value of the original reservation.
• If the Guest files a complaint or leaves a bad review, you may contact Swimply Customer Care for assistance. When reaching out, include all relevant evidence to support your case, and we’ll do our best to mediate on your behalf.

Please Note: If a Host provides unpaid services during a booking (including extra time, amenities, or guests) without ensuring that the reservation is updated first, Swimply cannot be held responsible for reimbursement.

Post-Booking Adjustments

Contact the Guest using the Swimply chat and have them confirm the number of additional guests, amenities used or extra time spent on site. 

Submit evidence to Swimply Support of extra guests at a reservation.

If an agreement has not been made between the Host and Guest, and we have supporting documentation, we can attempt to recover your owed charges. We may not be able to charge a card successfully after a reservation is complete. Additionally, if there is no evidence of extra guests, we may not be able to initiate a charge at all. 

What you can do:

• Review the Guest and describe your experience. Other Hosts weigh Guest reviews in deciding whether to book another party for this person. 
• If evidence like photos, neighbor reports, the chat log, or anything else suggests a bad Guest, Swimply may remove their account. 

How to Charge a Cleaning Fee

We do not currently have an option to automatically add a cleaning fee to the booking price, however many Hosts create a premium cleaning fee amenity that Guests can choose to add before paying for their reservation. It's important for hosts to clearly state in their listing that the cleaning fee is mandatory.

When Guests reach the checkout screen, they will see the option to select the cleaning fee premium amenity. If they forget to do so, please communicate with them through Swimply messaging and encourage them to add the cleaning fee amenity to their booking. 

For more information on creating premium amenities, please view ​​this link. 

Collecting a cleaning fee after the booking is complete?

If you need to charge a cleaning fee after the booking is complete because your Guests left more behind than is reasonable and did not add the cleaning amenity, please reach out to your Guest through Swimply messaging to discuss a reasonable fee. Once you both agree on an amount, please contact Swimply Customer Care, and we will process the transaction for you. We're here to assist you with any issues that may arise, and we want to ensure a positive experience for all parties involved.

Please Note: Swimply may be unable to collect funds from Guests after a booking has occurred if they do not consent to the charge. To avoid any issues, it’s best to communicate with the Guest immediately.

How to Cancel

In the instance something comes up and you are unable to host at your space, consider first the option to reschedule. Rescheduling does not impact your Cancel Rate* score. If you and your Guest are unable to reschedule you can cancel anytime up until the reservation end time has passed.

• In order to cancel a booking, you must navigate to the Reservation details page of the booking
• Once on the reservation details page, scroll down to the very bottom to find the Cancel reservation button.

• Follow the instructions on the following screens, to review potential cancellation penalties that may be incurred from canceling the reservation. These can include, but are not limited to:
  • Financial penalty - Loss of earnings
  • Search penalty - Lower ranking on the search page
• You will have 3 chances to abort the cancellation process. Once you select Confirm cancellation it cannot be undone and no further action needs taken.
• At that point, the Guest will be sent an automatic email with two refund options:
  • Standard Refund for the amount of the booking to original payment method (3-7 business days)  
  • Swimply credit for the amount of the booking + 10% bonus credit to their Swimply account (immediate).

If trying to cancel a booking, for which the reservation end time has already passed, please reach out to Swimply Customer Care for further assistance!

Cancellation Policies

When setting up your listing, it’s important to consider which cancellation policy is best for you. The cancellation policy you set determines how far in advance a Guest can cancel a reservation without a penalty.

These are the different policies you can choose from: 

• Cancel Anytime: Guests can request a full refund up to 2 hours before reservation start time.
• Very Chill: Guests can request a refund up to 24 hours before the reservation start time. (excluding service fee)
• Kinda Chill: Guests will only receive a refund when canceling 72 hours (3 days) before the reservation start time. (excluding service fee)

We recommend choosing Cancel Anytime as your cancellation policy. Hosts with this policy earn 45% more on average and do not incur more cancellations as a result. Most Swimply listings choose the Very Chill cancellation policy, which gives Guests peace of mind in case of inclement weather or other unforeseeable circumstances.