At HomeExchange Collection, we are committed to offering our members a seamless and exceptional experience.
However, if upon your arrival you notice that an amenity is missing, something is not functioning properly, or the home does not meet your expectations, here are the steps you should follow:
1. Contact your host
We recommend first reaching out to your host to explain the situation calmly and clearly.
Most issues can be quickly resolved with direct communication, allowing you to fully enjoy your stay as planned.
You can easily find your host’s contact information by opening your conversation on the platform and clicking on "View the exchange details."
2. Contact HomeExchange
If you are unable to reach your host, or if the issue remains unresolved, please contact our team without hesitation.
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For standard assistance, you can email us.
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In case of an emergency, please contact us at soscollection@homeexchange.com
We kindly ask you to send us photos or any relevant documentation regarding the situation.
This will help us better understand the problem and offer the most appropriate solution.
Depending on the situation:
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We may offer a partial or full return of your GuestPoints and service fees.
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We can also assist you in finding a replacement exchange if needed.
Our team is here to ensure that your experience remains as smooth and enjoyable as possible, no matter the circumstances.