The pool was dirty or listing was not as described

We expect our Hosts to keep their property in a clean, safe, and comfortable environment. However, if you arrive at a listing and find it not as described, gather photo or video documentation. Most Hosts would be happy to accommodate or reschedule for you to come back once the property is serviced and cleaned. Either way, the best course of action is to reach out to the Host directly through Swimply messaging and work together to find a fair solution.

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

1. Contact Swimply Customer Care with that photo or video evidence for Swimply to conduct an accurate investigation into the listing's condition during your reservation. Swimply must be contacted within 24 hours of the Reservation. Provide a detailed description of what occurred, including the booking number, date and time of your reservation. Our team will review your report and reach out to the Host for more information.
2. Hang tight while Swimply Customer Care investigates the listings 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 Customer Care will contact you to let you know your compensation eligibility and 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.