A GOOD CANCELLATION EXPERIENCE

No one wants to go back on their word or cancel plans. Unfortunately, sometimes life throws unexpected hurdles your way and reservations on Sparkplug need to be cancelled.

Whether you're an owner or a renter, a successfully cancelled reservation begins and ends with communication.

Reach Out

Once a reservation is confirmed, both the owner and renter receive each other's contact information, including a phone number and email address. If you're canceling a reservation unexpectedly, the best thing you can do is reach out via phone immediately. While we normally encourage you to message each other through Sparkplug, a phone call to talk the situation through can often be far more productive than a series of written messages or emails. It is also frequently faster. 

Come Prepared

This is largely applicable to owners who are canceling on renters. If you are unable to complete a reservation, it is helpful (and greatly appreciated) to come armed with suggestions for alternate rentals. You are welcome to call on us at Sparkplug during this process. We are also more than willing to step in when the renter calls us directly. But in terms of demonstrating care and concern, this extra step can often engender gratitude where there once might have been resentment on the part of your renter. Take a second to look up solutions on the site and lend your expertise on comparable gear or space.

Make It Official 

Email us at Sparkplug so that we can get your cancellation in the system. We'll also talk through the situation, let you know of any applicable penalties, and suggest alternate rental options if you need them.

Own It

Taking responsibility and apologizing for a cancellation can go a very long way in the process. Imagine if you were counting on a rental, only to have it disappear shortly before a gig (when you're probably dealing with a lot of other moving parts). Imagine you're an owner who turned down another rental request for yours, only to have you cancel and lose both income opportunities. Simply acknowledging responsibility in these situations and offering up an apology (or two) will make everything easier a little easier on both parties.

A Final Thought

Sparkplug is inherently human. Things will happen that are out of your control - and the only thing you can control is your response to them. We hope this bit of guidance will help you along the way.

As always, let us know how we can help,

Jules and the Sparkplug Team