A Guest has a Complaint about the Reservation

Swimply encourages open and courteous communication between Hosts and Guests. Please bear in mind that just as you clean and prepare the space for your Guest, they plan for their swim, drive to your property, and look forward to an amazing and relaxing experience! If a Guest expresses concerns about the booking, it is important to communicate with your Guest, acknowledge their concerns, and work to find a resolution.

In order for the best possible resolution of any concerns, please keep all communication on the Swimply chat as any agreements made outside of our platform are not covered by Swimply’s Liability policy.

Step One: Communicate with your Guest

In the case of a complaint, the first step is to reach out to your Guest in the Swimply chat to come to a resolution. For instance, if you happen to have some strong winds and now there is some debris in your pool, your swimmer might reach out via chat about the cleanliness of the pool. A good way to give your Guest a positive experience, earn a good review, and create a repeat Guest might be to consider offering a discount for their swim or offer free swim at your pool when it is at its best state.

Step Two: Reach out to Swimply

If you require further assistance with a situation, Swimply Support is always available. When reviewing the situation, Swimply Support will check the Swimply chat between you and your Guest for any communication regarding the booking including a possible reschedule or refund.

If you ask your Guest to contact Swimply Support for a refund without making explicit arrangements with the Guest, Swimply will come up with a solution that best accommodates both the Guest and the Host. This may include deducting from your payout and issuing a partial refund, depending on the circumstances. For this reason, if you have a solution in mind it is best to be clear and open with your Guest.

Swimply is committed to a quick resolution of any issue that arises on the Swimply platform. We ask our Hosts to get back to us within 48 hours and to include any evidence or relevant information for the complaint. If we do not hear back within this timeframe, Swimply Support will review the situation and your payout may be reduced to accommodate the Guest.