Before reporting anything to our team, talk with your exchange partner if you don't agree with something. Communication is always the key!
Don't forget that some members are new to HomeExchange, so don't hesitate to share your experience and to educate new members on the HomeExchange spirit. This is what makes us such a great community!
We strongly advise you to discuss all the details of the exchange at the very beginning of the conversation to be sure you are in line with the other member. All the details must be clear BEFORE finalizing the exchange. You can find some recommendations about how to discuss details with your partner here.
In order to guide you, we have created our recommendations regarding cleaning fees. If you think that these recommendations are not respected, you can report a member to our team, and we will take care of the situation. You can find all the information in this article.
IMPORTANT: You should never transfer money before the start of your exchange. The deposit will never be taken from your account before the exchange, and you must not transfer any money in advance. An exchange takes place with no monetary transaction between members. The only amount you must pay (and always through the website) before finalizing an exchange is the membership fee if you are not already a member.
What happens when you report a violation? Our team investigates the situation to confirm the case, and reaches out to the member with our suggestions to correct the situation and respect our Terms of Use. If the member doesn’t change and accept our recommendations, our team will take action.