The pool was dirty, what should I do?

We expect our Hosts to keep their pools in a clean, safe, and swimmable environment. However, if you arrive at a pool and find it dirty, gather photo or video documentation. Most Hosts would be happy to reschedule for you to come back once the pool is serviced and cleaned, so the best course of action is to reach out to the Host directly through Swimply messaging.

If your host is unresponsive, here's what you do:

1. Contact Swimply Support with that photo or video evidence. For Swimply Support to conduct an accurate investigation into the pool condition during your reservation, Swimply must be contacted within 24 hours of the Reservation. Provide a detailed description of what occurred, including the date and time of your reservation. Our team will review your report, reach out to the Host for more information.
2. Hang tight while Swimply support investigates the pool's condition and the reservation's circumstances. We’ll also determine if additional Host education is necessary. After the conclusion of our investigation, you may be eligible for a refund or credit to your account.
3. Swimply support will contact you to let you know your compensation options.

Note: If a Guest encounters an unclean property, they may be eligible for a full refund, only if they vacate the property upon discovery of its condition. If a Guest decides to stay on the property, the maximum refund eligibility is reduced to 50%, and will be evaluated on a case by case basis. The maximum refund amount is not guaranteed in every case. Without visual evidence, you may not be eligible for a refund at all if the Host disputes your claim.