FAQs

 

Guests Hosts

Finding a listing

How do I save my favourite listings for later?

How do I find a listing near me?

How do I know whether the listing is available at the time I want?

Creating a listing

How do I create a listing?

What photos should I include?

How do I set a price for my listing?

Making a booking

How long does the host have to accept the booking?

Is it possible to reserve a listing on the same day?

Can I make multiple booking requests for the same day?

What happens if my rental request is declined?

 

 

Managing a listing

How do I edit my listing?

How do I set the availability of my listing?

How do I cancel a booking once I have accepted it?

How do I remove my listing from Ploot temporarily?

How do I delete my listing from Ploot?

What is the bad weather policy?

Managing a booking

How do I cancel a booking?

How do I change the date of my reservation?

How do I contact the host?

What happens if I am late?

How should we leave the listing?

 

Bookings

How am I notified of a booking request?

How do I accept a booking request?

How long do I have to respond to a booking request?

How do I communicate with guests?

Can I rent my listing if I am away?

What happens in the event of any issue, breakage or damage?

Payment

How do I pay?

What is Ploot’s service fee?

Will I get a refund if I cancel?

Payment

When do I receive payment for the booking?

How do I receive payment?

What is Ploot’s service fee?

General

Will I have private use of the listing?

What is the bad weather policy?

What happens in the event of any breakage or damage?

There were problems with the listing. What can I do?

Privacy

Will my address be visible to people searching for listings?

Will my contact information be visible to other members?

Can I be home during the rental?

 

Reviews

How do I leave a review?

What can I do in the event of bad reviews?

Reviews

How do I leave a review?

What can I do in the event of bad reviews?

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Guests

Finding a listing

How do I save my favourite listings for later?
Whenever you see the ♡ icon next to a listing or on a listing page then you can select it to save the listing to your favourites. 
To access your favourites click the menu icon in the top right of the homepage and select ‘Favourites’ from the list.

How do I find a listing near me?
It is very simple! Enter an address in the search bar, the service you are after and the date & time you would like it. 

Once the search results are displayed you can filter the listings depending on the facilities and amenities that you are after. 
You can search via your phone or computer. 

How do I know whether the listing is available at the time I want?
Once you have found a listing, check the availability calendar towards the bottom of the page. There are three options:

  1. Green block - the listing is available at that time
  2. Red block - the listing is unavailable at that time
  3. White/Grey block - the host has not provided information about availability. You can still make a request/send a message asking whether it is available. 

 

Making a booking

How long does the host have to accept the booking?
The host has 24 hours to respond to a booking request. If they decline the booking or do not respond then you will not be charged. The host can accept up to 3 hours before the start of the booking. 

Is it possible to reserve a listing on the same day?
You have to make a request at least 6 hours in advance of the booking time. Please bear in mind that the booking can only go ahead if the host responds to the request 3 hours prior to the service starting though.

Can I make multiple booking requests for the same day?
We recommend that you make one booking request at a time. 
It is possible to make multiple requests if you cancel your other request(s) once the first is accepted. Please be aware of cancellation policies in case more than one of your requests is accepted though. 

What happens if my rental request is declined?
You will receive notification by email if your request is declined and you will not be charged. You will also receive a link with alternative options. 

 

Managing a booking

How do I cancel a booking?
Log into your account and select the booking. At the bottom of the booking confirmation page you can select ‘Cancel this booking’. Any refund will depend on the cancellation policy of the host. If no refund is due and there are extenuating circumstances please contact the Customer Care team. 

How do I change the date of my reservation?
We recommend that you cancel your existing reservation and make a new reservation with the host on your desired date. We are working towards allowing booking modifications.

How do I contact the host?
Each listing has an ‘About the host’ section and by clicking the ‘Contact me’ button you can ask the host any questions you have. This messaging service is available throughout the booking process. 
Once the booking is confirmed you will receive the host’s phone number in case of any last minute issues. 

What happens if I am late?
If you are required to meet with the host to gain access to the listing then it is best to text to warn of the delay. The host is not expected to wait for longer than 15 minutes.
If you don’t need to meet the host to access the listing then it will just shorten your booking duration. 

How should we leave the listing?
You are required to leave the listing in the condition that you found it. That means returning any equipment or accessories that you used to their rightful place.

 

Payment

How do I pay?
All payments are made securely by card through the website prior to your booking. You will only be charged once the host confirms your booking. 
Any payment made outside the Ploot Platform is a violation of our Terms of Service and you will not be able to claim a refund if anything goes wrong with the booking. 

What is Ploot’s service fee?
Ploot charges a 9.5% service fee on top of the host’s listing price (much like Airbnb). For instance if the price is £40 then Ploot’s service fee will be £3.80 and the total cost will be £43.80.

Will I get a refund if I cancel?
Any refund will be determined by the host’s cancellation policy. If you are still in the cancellation period then you will receive the list price of the booking. Please note that Ploot’s service fee is currently not refundable due to limitations with our payment provider. 

 

General

Will I have private use of the listing?
Yes, all listings on Ploot are for exclusive rental. The host might be at their house to greet you but they will leave you in peace to enjoy the listing. 

What is the bad weather policy?
If the listing is in the cancellation period then you cancel the booking yourself at the bottom of the booking page.
If the booking is non-refundable, then you need to contact the Host to determine whether the listing is still usable. If the Host determines that it is unsafe or unusable then you can agree to postpone the booking to another day. If a postponement cannot be accommodated then please start the refund process by selecting ‘Report a problem’ on the booking page. You will be refunded the total price minus Ploot’s service fee.

What happens in the event of any breakage or damage?
Each guest is responsible for returning the listing in the condition that they found it. If you have broken or damaged anything then the host may reach out to you to agree on how to repair or replace the item.

There were problems with the listing. What can I do?
Login to your account and select ‘Listings’. On the relevant listing select ‘Show’ in the top right hand corner. At the bottom of the page click on ‘Report a problem’. Please describe what your issue was and we will be in touch shortly. Please take pictures, if appropriate, to evidence your claim. 

 

Reviews

How do I leave a review?
After the booking is finished you will receive an email with a link to leave a review. You can rate the host out of 5 stars and leave a comment. Alternatively, you can log into your account and select ‘Reviews’ to see any outstanding reviews. The Ploot Platform relies on honest and transparent reviews so any comments that transgress this will be taken very seriously and might result in suspension/exclusion from the platform. 

What can I do in the event of bad reviews?
You have a right to reply regarding any feedback. Please contact the Customer Care team about any comments you think are unfounded. We will contact both parties and determine the veracity and relevance of any such comment. 

 

Hosts

 

Creating a listing

How do I create a listing?
Firstly, you need to create an account. On the homepage, select ‘Sign up’ and follow the instructions. 
Secondly, select ‘Create your listing’ and follow the instructions. You will be asked for the following information:

  • Title and description of the listing 
  • Any rules and conditions (you can put N/A if you prefer)
  • Category (outdoor pool, indoor pool or tennis court)
  • Photos of the listing 
  • Price
  • Features of the listing (Access to WCs, seating areas, etc.)
  • Address

We recommend that you provide enough information and photos for a guest to feel confident booking without having to ask further questions. You can edit all of this information and set your cancellation policy at a later date - please see ‘How do I edit my listing?.
On submission, our team will review your listing within 24 hours and either approve it for publication or offer some tips to make it really sparkle!
We also recommend that you provide a profile picture and a quick bio as it tends to help with booking requests. 

What photos should I include?
All photos should be in landscape mode to display properly on the website. Research shows that photos are key for customers to feel confident about booking so make sure they capture all aspects and make it look desirable!

Our recommendations:

  • Take photos in bright and clear conditions
  • Make sure the listing is tidy and free from clutter
  • Take photos of the key features e.g seating area, sun loungers, etc. 
  • Aim for at least 5 good photos

How do I set a price for my listing?
This is entirely up to you. A good place to start is understanding the price for other listings in your area. You can always start on the lower side to begin with and raise them later if there is sufficient demand. 
Please don’t hesitate to contact us if you need more help setting your price. 

 

Managing a listing

How do I edit my listing?
Go to your account by clicking your username and select ‘Listings’. On the picture of the listing select ‘Edit’. From the menu on the left hand side you can change the photos, description, features, rules, availability calendar and price. Don’t forget to select ‘Save changes’ at the bottom of the page after each modification. 

How do I set the availability of my listing?
Go to your account by clicking your username and select ‘Listings’. On the picture of the listing select ‘Edit’ and choose ‘Calendar’ from the left hand side menu. 
We recommend that you use the scheduling feature to set a default schedule for availability and then make any ad-hoc adjustments in the calendar itself. You can just use the calendar though if you prefer. 

How do I cancel a booking once I have accepted it?
Generally, the host should only cancel a booking if there are extenuating circumstances. If this is the case please select ‘Report a problem’ on the booking page of the website or call our Customer Care team if it is urgent. If there are no extenuating circumstances and it is within 24 hours of the booking then a cancellation fee equal to 50% of the total price of the booking will apply.

How do I remove my listing from Ploot temporarily?
Go to your account by clicking your username and select ‘Listings’. On the picture of the listing select ‘Edit’ and from the dropdown menu at the top right select ‘Hidden’ instead of ‘Published’.

How do I delete my listing from Ploot?
Go to your account by clicking your username and select ‘Listings’. On the picture of the listing select ‘Edit’ and from the dropdown menu at the top right select ‘Deleted’ instead of ‘Published’. Confirm deletion once prompted by selecting ‘Ok’. 

What is the bad weather policy?
If severe weather makes the listing unusable or unsafe then please contact the Guest. In the first instance, please try to postpone the booking to another time that works for both parties. If a postponement cannot be accommodated, the Guest will be entitled to a refund.

 

Bookings

How am I notified of a booking request?
You will receive an email with the booking request and the details. Please respond in a timely fashion.

How do I accept a booking request?
Click the link in the booking request email. Sign into your account and select ‘accept/decline’ on the booking page. 
Alternatively, you can login into your account directly and then select ‘Bookings’. Click ‘Show’ in the top right corner of the relevant booking. You will then have the option to ‘accept/decline’ the booking. 

How long do I have to respond to a booking request?
You have 24 hours to respond to a booking request once it is made. You will receive a final reminder 4 hours before the expiry time.  If you do not respond to the request it will be automatically declined and it will negatively affect the ranking of your listing in searches. 

How do I communicate with guests?
You can send messages through the Ploot platform. If the guest has already messaged you, then click on ‘Messages’ in your profile and continue the thread. Otherwise, select ‘Bookings’ and then click ‘Show’ on the top right hand corner of the relevant booking. You can then click ‘Send a message’ at the top right of the page. 

Can I rent my listing if I am away?
Absolutely, many of our hosts do this. You can provide detailed instructions about how to access a listing and if it requires a key you can install an electronic key box that provides access for set periods of time. 

What happens in the event of any issue, breakage or damage?
Each guest is responsible for returning the listing in the condition that they found it. In the first instance, you should reach out to the guest to agree on how on how to repair or replace the item. As a second step, please select ‘Report a problem’ at the bottom of the booking page and provide all relevant information. Please take pictures, if appropriate, to evidence your claim. 

 

Payment

When do I receive payment for the booking?
The amount owed will be transferred 1-3 working days after the completion of the booking.

How do I receive payment?
Payment is via bank transfer straight to your account using our secure third-party payment provider, Stripe. To receive payments you must have your payment details stored to your account. You can do this by logging in to your account, clicking on your username and selecting ‘My profile’ from the dropdown menu. On the left hand side select ‘Payment details’ and fill in your bank details. Once that is complete, you will be redirected to our payment provider, Stripe, to complete the ID verification process. You will require proof of identification and proof of address. 

What is Ploot’s service fee?
Ploot takes a 9.5% fee on each booking. So if you rented out your pool for £30 per hour, you will receive £27.15 and Ploot’s service fee will be £2.85.

 

Privacy

Will my address be visible to people searching for listings?
Your address will not be visible until a booking is confirmed. A geolocation area will be visible on a map to give an indication of where your listing is located. 

Will my contact information be visible to other members?
Contact information (email address and phone number) will only be shared once a booking is confirmed. You can still continue to communicate with a guest through the platform’s messaging service if you prefer.

Can I be home during the rental?
Absolutely, many of our guests are. Please bear in mind that Ploot provides rentals on an exclusive basis so it is best to give guests as much space as possible. 

 

Reviews

How do I leave a review?
After the booking is finished you will receive an email with a link to leave a review. You can rate the guest out of 5 stars and leave a comment. Alternatively, you can log into your account and select ‘Reviews’ to see any outstanding reviews. The Ploot Platform relies on honest and transparent reviews so any comments that transgress this will be taken very seriously and might result in suspension/exclusion from the platform. 

What can I do in the event of bad reviews?
You have a right to reply regarding any feedback. Please contact the Customer Care team about any comments you think are unfounded. We will contact both parties and determine the veracity and relevance of any such comment.