This article addresses the following:
Handling a Problem With A Reservation
A Swimply reservation is an incredible time with friends and family. You plan your trip, drive to the pool, and expect to have a truly fantastic time!
In the unusual event that something goes wrong, please communicate with your Host and voice your concerns immediately. You can do this in person, but you should document the exchange in the Swimply chat. Our Hosts are happy to work with their Guests to ensure they have the best possible experience, and Swimply Support is always available.
Step One: Contact Your Host
If there is a problem with your reservation, talk to your Host first. You can contact your Host from your inbox.
Step Two: Contact Swimply Support
If you cannot address your concerns directly with your Host, please gather evidence of the issue. Photo and video documentation can help us get a complete picture. Fill reach out to Swimply Customer Care, including your booking date and time and any other relevant information.
Requests for refunds submitted over 48 hours from the reservation date or last contact with the Host may not be honored.
If you encounter an issue, there should be a record of attempted communication between the Guest and Host in the Swimply chat for verification.
Please be aware that Swimply’s Protection Guarantee does not cover communication on other platforms.
We are committed to quickly resolving any issue on the Swimply platform. You can expect to hear back from us within 6 hours, so it is important to keep an eye out for our emails. Contact Swimply Customer Care via live chat or email. Include your booking date, time, and other relevant information.
Listing Not as Described
We expect our Hosts to keep their property in a clean, safe, and comfortable environment. However, if you arrive at a listing and find it not as described, gather photo or video documentation. Most Hosts would be happy to accommodate or reschedule for you to come back once the property is serviced and cleaned. Either way, the best course of action is to reach out to the Host directly through Swimply chat and work together to find a fair solution.
If your host is unresponsive, here's what you do:
- Contact Swimply Customer Care with that photo or video evidence for Swimply to conduct an accurate investigation into the listing's condition during your reservation. Swimply must be contacted within 24 hours of the Reservation. Provide a detailed description of what occurred, including the booking number, date and time of your reservation. Our team will review your report and reach out to the Host for more information.
- Hang tight while Swimply Customer Care investigates the listings condition and the reservation's circumstances. We’ll also determine if additional Host education is necessary. After the conclusion of our investigation, you may be eligible for a refund or credit to your account.
- Swimply Customer Care will contact you to let you know your compensation eligibility and options.
Please Note: If you as a Guest encounter an unclean property, you may be eligible for a full refund, only if you vacate the property upon discovery of its condition. If you decide to stay on the property, the maximum refund eligibility is reduced to 50%, and will be evaluated on a case by case basis. The maximum refund amount is not guaranteed in every case. Without visual evidence, you may not be eligible for a refund at all if the Host disputes your claim.
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