We're sorry that multiple SweepStars arrived at your booking. There are several reasons this could happen and we encourage you to get in touch with our support team immediately.
You might have accidentally scheduled two bookings at the same time, which you can check on by viewing your bookings via the app, or by checking your emails. We understand that mistakes can happen, but unfortunately, you will be charged for the two SweepStars. You can decide if you would like them both to stay and work the full time in which case you will be charged for both of their time, alternatively we can assist in arranging for one of the SweepStars to return home - you will be charged in full for the SweepStar who stays and you will be charged a cancellation fee for the SweepStar who is sent away - this cancellation fee covers your SweepStar's transport as well as a day's work lost.
A new SweepStar + a replacement have arrived:
If your preferred SweepStar did not confirm the booking by 3pm the afternoon before, our system will automatically assign a replacement. All SweepStars are required to confirm their bookings and should never just arrive at a booking without confirming.
While we understand that you would like your preferred SweepStar to stay, we cannot promote and allow SweepStar behaviour that is not in-line with our expectations. As such, if you decide you would like your preferred SweepStar today, our support team will assist in creating a new same-day booking for her and you will be charged at the end of the booking. You will then also be required to pay a cancellation fee for the SweepStar who has 'followed the rules' - confirmed your booking and arrived for the booking. If you want to ensure that your preferred SweepStar is the only SweepStar who comes to your property, please get in touch with our support team and we'll set up your account to cancel your bookings should your preferred SweepStar not confirm her booking or is unavailable on the day of your booking.
We'd like to assure you that we monitor and test our system very carefully and our system does not 'double-book' SweepStars. We are happy to investigate this for you but unfortunately, we do have a very strict policy regarding cancellation fees and this will be charged to your account.
Should you have any questions please submit a query to our support team.