You’ve opened up your pool to the community, and we want to ensure that you know how many people will be enjoying your space and that you are paid accordingly.
Pool parties and events can be a lot of fun but may require additional preparation to ensure everything goes smoothly.
If you suspect that your Guest will be bringing additional people or pets or that they are unsure of their group total, here are some tips to ensure that you, your space, and your guests are protected from risk.
A Guest may be planning an event and not know the exact number of guests that will attend. This may lead them to create a reservation to secure a date and time without the correct number of attendees.
What to look for:
The Reservation is labeled as a Party, Event, or Photo/Video Shoot.
The booking is labeled as a social event but there's only one guest on the reservation.
The reservation includes exactly as many people as you allow before starting to charge for extras.
These indicators should alert you to contact the Guest for more information.
If they confirm they do not know the total, ask them to edit the reservation to their closest estimate and pay the extra guest fees. Let the guest know that for safety reasons, only the people included in the reservation are allowed on the premises, and those exceeding the reserved number won't be allowed in.
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. If fewer guests arrive, Swimply can process a refund.
When to consider declining the reservation request or canceling
- If the Guest is not communicating or is unwilling to adjust the total number of Guests
- The Guest suggests that they pay for their extra guests outside of Swimply. This is against the Terms and Conditions. Swimply's Protection Guarantee does not cover additional Guests on your property who were not paid for through Swimply.
Note: If a Host chooses to proceed with a booking while knowing that the time, amenities or number of guests are inaccurately reserved, Swimply cannot be held responsible for reimbursement.
If your Guest arrives with more people than they reserved for, uses amenities that weren't paid for or requests to extend their time:
- Contact the Guest immediately, either in person or through Swimply chat, and let them know that they will need to update the booking to reflect the requested changes. Note: Guests can edit a booking any time before or during a reservation.
- Collect evidence such as photos of extra people or security camera footage with time stamps.
- If your Guest is unwilling to update the booking, you may ask them to leave. Your payout will still be processed within the standard timeline.
- If the Guest files a complaint or leaves a bad review, you may contact our Customer Support team for assistance. When reaching out, include all relevant evidence to support your case, and we’ll do our best to mediate on your behalf.
Note: If a Host provides unpaid services during a booking (including extra time, amenities, or guests) without ensuring that the reservation is updated first, Swimply cannot be held responsible for reimbursement.
Contact the Guest using the Swimply chat and have them confirm the number of additional guests, amenities used or extra time spent on site.
Submit evidence to Swimply Support of extra guests at a reservation.
If an agreement has not been made between the Host and Guest, and we have supporting documentation, we can attempt to recover your owed charges. We may not be able to charge a card successfully after a reservation is complete. Additionally, if there is 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. Other Hosts weigh guest reviews in deciding whether to book another party for this person.
- If evidence like photos, neighbor reports, the chat log, or anything else suggests a bad guest, Swimply may remove their account.