Sometimes the weather turns nasty and makes a nice swim impossible. If weather conditions create an unsafe or uncomfortable environment for your Guests, you should accommodate them with a time to make up the swim at your pool. Communication is key in this situation and communicating with your Guests either before the reservation (if the forecast is bad) or during your reservation (if the bad weather snuck up on you) will help to accommodate your Guest, and will directly affect whether or not Swimply Support offers them a refund instead.
Once you've discussed a resolution with your Guest and you've both agreed on reschedule or a refund, Swimply support will honor it. Please note, encouraging your Guest to contact Swimply Support for a refund without directly stating you are not comfortable with a refund is taken as permission for a refund to be issued.
If bad weather is in the forecast before a reservation:
If your Guest reaches out to you with weather concerns in advance of their booking do your best to be accommodating. If the reservation is still a few days away suggest that the Guest use the "Change reservation tools" to request a new date for their swim. If the reservation is "today" then it is expected that you will make your best attempts to allow your Guest to schedule a make up swim if they have reached out to you through Swimply chat.
If bad weather takes place during a reservation:
If a guest is unable to make use of the pool due to inclement weather such as:
- Rain
- Hail
- Lightning
- Significantly lower than expected temperatures
- Other environmental concerns
You and they should coordinate a date and time to make up the swim. The portion of the reservation which was reasonably compromised by poor weather is what they should be allowed to make up. If they lost half their swim time, then allow the Guest to return at another time to enjoy your pool for that second half of their swim. Increments of 20 minutes are a reasonable measure. Make your best attempts to find a good time for both of you. If you’ve made your best attempt to accommodate your Guest and have been unable to agree upon a make-up swim date/time or they have been unresponsive for multiple days, they may not qualify for a refund. If your Guest reaches out to Swimply Support showing that they’ve made reasonable attempts to communicate with you about a make up swim without success, then they will receive a refund for the portion of their swim which was interrupted and you will not be paid for the refunded time.
Emergencies or safety issues
Sometimes bad weather can be dangerous. In the event of dangerous weather like lightning, heavy hail, or strong winds please move everyone to a safe environment. Get everyone out of the pool and away from pool structures (showers, changing rooms, filter/pump room, etc.). Indoors is the best place to wait out a storm so if you can accommodate your Guests inside or in a covered area please do.
Examples of such safety emergencies include:
- Sudden severe storms
- Thunder/lightning immediately over your property
- Tornadoes
- Wildfires
- Flash floods
No penalties are applied for cancellations made for valid safety reasons. Evidence including video or photographs is valuable in these situations. A photo or video of pouring rain (or lack of rain, as the case may be) is helpful, or a screenshot of the current weather report from a weather app for your location is good too. The National Weather Service website is recommended.
If Swimply Support contacts you regarding a weather dispute and asks for your assistance with evidence to resolve the issue, it's expected that you should supply any evidence within 48 hours of the request. If Support does not receive a response to this request in that time, we are more likely to side with the evidence from the Guest. This may result in a refund being issued to your Guest and reduction of your payment.
Other circumstances and personal emergencies
If your Guest needs to reschedule their swim due to other types of circumstances that are out of their control you are expected to attempt rescheduling their reservation. Here are some examples of circumstances:
- Significant increase in air pollution or smoke
- Unsafe community turmoil that is occurring in your area presently
- Sudden (pre-reservation) injury
- Family emergency
These will be considered eligible grounds for rescheduling a swim. If the personal emergency means they are not able to reschedule their swim at all, your Guest may let you know that you are requesting a refund from Simply Support.
Swimply will request documentation and may issue a refund outside of your cancellation policy
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