In cases where problems occur, we suggest that the host contacts the guest before contacting HomeExchange. Once the claim on the deposit is received, HomeExchange will inform the guest and will act as a trusted third party during the negotiation.
If you cannot come to an agreement within the 30 days following an exchange, the guest's deposit will be debited (after notification is sent to the guest) by HomeExchange who will protect the deposit until a decision is negotiated or judicial action is taken.
HomeExchange's role is limited to being a trusted third party, to manage the deposit funds and provide a framework for negotiation in case of litigation. For reference, since the creation of HomeExchange, 98% of all exchanges made using a deposit took place without any problems.
In any case, do not hesitate to contact our team if you have any doubts or questions. We would be delighted to help you.