Our member support team is here for you
If your host has cancelled your exchange, be reassured that the HomeExchange Member Support Team is there to help you find a new exchange! Your GuestPoints will automatically be given back to you and our team will email you to help you further.
After confirming the details of your search with you, our team will log in to your account and send requests to members on your behalf. You will be able to see their responses and continue the conversation directly from your messaging system to finalize your new exchange.
The criteria taken into account to search for a replacement exchange accommodation
- Destination: We will consider the same destination as the cancelled exchange and apply the perimeter defined by our conditions in case of a relocation (50 km / 31 miles).
- Dates: We will consider the same dates as for the cancelled exchange.
- Type of exchange: We will start a non-reciprocal exchange search (in exchange for GuestPoints), and HomeExchange will (if applicable) make up the difference in GuestPoints with the 1st cancelled exchange. Reciprocal exchanges can also be offered if the exchange partner is interested in your home.
- Number of travellers: We will take into account the same number of travellers as for the cancelled exchange
- Other criteria: Some other key criteria can be taken into account as well if they were part of the cancelled exchange:
- Wi-Fi
- Pool
- Disabled Access
- Proximity to the shore (under 5 km)
What happens if you decline?
If we find an exchange replacement as per our Conditions, but you decide to decline it, the HomeExchange Guarantees will be denied. The HomeExchange Guarantees will not cover the costs for alternative accommodation (hotel/rental). For more information: https://www.homeexchange.com/p/general-terms-of-use
What happens if we don’t find a replacement home?
Should we fail to find an exchange replacement, we will advise you to confirm your booking and offer a refund up to 120 USD / night (not exceeding the maximum amount of 1800 USD per exchange).
Important: Any accommodation that would be booked without our prior approval will not be reimbursed.