The cancellation of an exchange by a host is extremely rare, but it can happen in exceptional circumstances.
- In any case, you can contact the HomeExchange Collection team, who will answer your questions and assist you, Monday to Friday from 10:00 AM to 6:00 PM.
- In case of emergency, you can also reach out directly at soscollection@homeexchange.com.
If your host cancels your exchange:
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GuestPoints
You will automatically recover the GuestPoints you had given to your host for this exchange. -
Assistance in finding a new exchange
HomeExchange will help you find a replacement exchange matching the basic criteria of your initial search (you can refer to our Terms and Conditions). -
Financial compensation
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If no replacement matching the basic criteria can be found and you decide to cancel your trip, HomeExchange may reimburse your non-refundable expenses (train tickets, flights, etc.) up to 350 USD per night, with a maximum of 5250 USD per exchange.
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If you choose to arrange alternative accommodation (such as a hotel), HomeExchange may also reimburse you for these expenses under the same conditions (350 USD/night, maximum 5250 USD per exchange).
Important: If the cancellation results from your own behavior (e.g., inappropriate conduct, lack of communication with your host), HomeExchange will unfortunately not be able to offer compensation.
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Posting a comment
Following the cancellation, you will have the opportunity to publish a comment about your host, choosing from three options provided by HomeExchange.