Interrupted Reservations - Bad weather and other emergencies - Policy for Guests

This article addresses the following:

• Inclement Weather
  • Inclement Weather Before a Reservation
  • Inclement Weather During a Reservation
    
• Collecting Evidence
• Severe Weather Emergencies and Safety Issues
• Other Circumstances and Personal Emergencies

Sometimes the weather turns nasty and makes a nice swim impossible. If weather conditions create an unsafe or uncomfortable environment for yourself and your guests you should arrange a time to make up the swim with your Host. Communication is key in this situation and communicating with your Host either before your reservation (if the forecast is bad) or during your reservation (if the bad weather snuck up on you) will help your Host accommodate you.

Once you've discussed a resolution with your Host, if you've both agreed on reschedule or a refund, Swimply support will honor it. 

Inclement Weather

Inclement Weather Before a Reservation

If the weather forecast for the time of your reservation changes to include the potential for poor weather such as:

• Rain
• Hail
• Thunder and lightning
• Significantly lower than expected temperatures
• Other environmental concerns

You should notify your Host immediately to discuss rescheduling the swim. 

Not messaging your Host as soon as these conditions emerge will not only make it hard for them to accommodate you to reschedule, but will also affect your eligibility for a refund if Swimply Customer Care is reviewing the situation. 

It's important to always keep the conversation on Swimply and to never share any personal information such as your phone number. 

If your Host is willing to reschedule, we ask you to do so. If your Host replies that they cannot accommodate rescheduling your swim and you are outside their cancelation window, contact Swimply Support to discuss a partial refund instead.

Inclement Weather During a Reservation

In the event that rain or poor weather interrupts your swim, you should contact your Host immediately to discuss arranging an alternate time to return and complete your reservation. If the poor weather persisted during your entire reservation and you were not able to swim at all you should arrange for a make-up swim for the full time.

If only part of your reservation was interrupted, you should arrange for only the lost time to be made up. Consider increments of 20 minutes to make calculations easy.

Collecting Evidence

We may ask for evidence to verify the poor weather conditions at the time. A photo or video of pouring rain 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 Support does not receive a response to this request in that time, we are more likely to side with the evidence from the Host. 

 

Severe Weather Emergencies and Safety Issues

Sometimes bad weather can be dangerous. In the event of dangerous weather like:

• Lightning
• Flash flooding
• Heavy hail
• 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.

When you are safe, reach out to your Host to discuss when a make up swim will be possible and an agreed date and time. 

Other Circumstances and Personal Emergencies

If you need to reschedule your swim due to other types of circumstances that are out of your control, like:

• Significant increase in air pollution or smoke
• Unsafe community turmoil that is occurring in your area presently
• Sudden injury
• Family emergency

Let your Host know and discuss rescheduling your swim.

Accommodations for personal emergencies will also be considered reasonable grounds for rescheduling your swim. Let your Host know your situation and discuss a good day and time for your make up swim. If the personal emergency means you are not able to reschedule your swim at all, let your host know that you are requesting a refund from Swimply Customer Care.

 

Reschedule FTW!

When you and your Host have agreed on a new time to swim, have a great time and be sure to leave an extra glowing review for your helpful Host!