Summer is here and that means parties! Party bookings can be great fun and a nice payment for Hosts. They can also mean extra preparation to make sure Hosting goes smoothly. If you have accepted a booking for a party, "event", or large gathering or are considering doing so, we strongly recommend that you take these extra precautions to ensure you, your space, and your guests are protected from risk.
Essential actions BEFORE the reservation
TIP: Spot Guests who are estimating their total head-count early
Sometimes a Guest may be planning a party and not know the exact count of the total guests that will attend. This may lead them to create a booking to reserve the time, but underestimate the total attendees.
What to look for:
- The booking labeled as an "Event" or "Photo/Video Shoot".
- The booking is labeled as either of the above, or "Family Swim" or "Social Swim" but there's only 1 person on the reservation.
- The booking includes exactly as many people as you allow before starting to charge for extras.
Any of these indicators should signal to you to immediately reach out to them for more information. Your most effective procedure to ensure you're paid correctly for extra guests is to take early proactive action.
If they confirm that they do not know the total, ask them to edit the booking to increase the count to their closest estimate and pay for the extra guests. If they are well-intentioned individuals this should not be a problem. 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, but only if you've both agreed ahead of time. If you and the Guest agree that fewer people attended than were originally paid for, Support will arrange a refund for the overage.
TIP: If a Guest refuses to communicate, consider canceling
If the Guest is not communicating or refuses to adjust the count they may not have honest intentions to pay correctly for all their guests. If a Guest suggests that they pay for their extra attendees outside of Swimply you should decline. Not only is this against the Terms and Conditions, but extra guests on your property who were not paid for through Swimply are not covered by Swimply's Insurance Guarantee.
Consider declining or canceling reservations where you are unsure or uncomfortable regarding a potential risk. Support is not always able to recoup money from Guests after a booking is over. You will not be penalized for canceling a booking for this reason.
PRO TIP: Hand out wristbands
Simple wristbands are an easy inexpensive way to track if extra people have arrived. Hand out wristbands to each person until you've reached the total on the reservation and if you run out early then you know there are more people then are accounted for. You can even designate a unique color for the Guest who made the booking and is the main contact person for the gathering.
Actions you can take DURING the reservation
What you can do if an unexpected number of additional people show up
Sometimes extra people arriving for a booking comes as a complete surprise.
What to do:
- Contact the Guest immediately either in person or through Swimply chat and let them know that they will need to edit the booking to increase the total guest count to the correct number
- Guests can edit a booking any time before or during a reservation
- Collect evidence of extra people at your pool with photos or security camera footage if you have it.
- Contact Customer Support via email email@example.com or chat to let Support know that you have contacted the Guest about correcting the total count of people at their event and to submit any evidence you have that shows the extra people.
- You can chat directly with a member of Support during most business hours by clicking the "Chat" icon in the bottom right corner:
- or by clicking here.
AFTER the reservation
If you have submitted evidence to Swimply Support of extra guests at a reservation and an agreement has not been made between the two of you, we can attempt to recover your owed charges. It is not guaranteed that we can recover the owed amount as we are not always able to successfully charge a card. Additionally, if you have 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. Guest reviews are weighed by other Hosts in deciding whether to book another party for this person.
- If evidence like photos, neighbor reports, the chat log, or anything else suggests it, Swimply will ban a Guest's account from booking again.