Handling Guest Cancellations and Reschedules

Guests get truly excited for their reservations, and they spend a lot of time planning between making a booking, scheduling their time, and generally preparing for a lovely day at your property. Unfortunately, sometimes unpredicted factors or events such as poor weather keep Guests from being able to attend their highly anticipated reservation, and they may need to reschedule or cancel their booking. 

In the event the Guest is unable to attend their original reservation, Swimply always encourages the Guest to reach out to you, their Host, and reschedule the booking prior to cancellation. 

1. If you are able to accommodate a change, that's great! Swimply Support will be happy to modify the booking details for you at no charge to either party.
2. If you are not able to reschedule the reservation for another time, please let the Guest know you are unable to reschedule in the chat as soon as possible so they can adjust accordingly.

It is always best to keep all communication regarding cancellation or rescheduling in the Swimply chat.

If a Guest cancels their booking within your cancellation policy: 

If a Guest cancels a booking in alignment with your stated cancellation policy, they are automatically refunded by our system and your payout is cancelled. The Guest’s refund (minus Swimply’s 10% service fee) is processed by Swimply and the funds will become available on the Guest´s card within 3 - 7 business days.

If a Guest cancels outside your cancellation policy

If your Guest cancels after the cancellation window has closed, they will not be automatically refunded by our system and you will still receive a payout. It is encouraged to attempt to accommodate cancellations made outside your cancellation policy if possible as this may help you build your listing´s reputation in your community and earn repeat Guests.

Can I reschedule a cancelled booking?

Yes. You can arrange for a new date and time with your Guest in the Swimply chat, and let us know what works best for you both. Reach out to Customer Support and we will be happy to assist you and update the booking to reflect the new time and date.