If an exchange doesn’t go as planned, our team is here to help. Simply use the “Request assistance” button to report an issue, share information and receive support from our team.
This option brings everything together in one place so we can follow up properly, keep things transparent and help resolve more complex situations smoothly. It’s meant for cases where extra support is needed — not for small issues that can be easily solved directly between members.
We always recommend reaching out to your exchange partner first if there is an issue during an exchange.
When should I use the "Request assistance" button?
You should use the "Request assistance" button whenever something goes wrong during an exchange and you need help from us.
This includes situations where:
- An issue affects your stay or hosting experience.
- A serious problem arises before an exchange starts.
- Communication with the other member becomes difficult or impossible.
- You feel that mediation, support or compensation may be needed.
We recommend reporting issues as early as possible, ideally while the exchange is upcoming or still ongoing.
At what stage can issues with exchanges be reported?
Issues can only be reported for finalized exchanges that are:
- Upcoming.
- Ongoing.
- Completed within the last 70 days.
This applies to both reciprocal and non-reciprocal exchanges. Each exchange is handled individually, so we can offer the most appropriate support.
How can I access the "Request assistance" button?
The "Request assistance" button is accessed directly from the exchange conversation:
- Log in to your HomeExchange account.
- Open the relevant exchange.
- Click “Request assistance”.
This ensures your request is clearly linked to the right exchange and helps our team assist you more efficiently.
How can I report an issue?
Reporting an issue is simple and guided step-by-step:
- Open the exchange and click “Request assistance”.
- Select the issue that best matches your situation.
- Describe what happened and upload any helpful documents, videos and photos.
- Choose the ideal solution that feels most appropriate.
- Review and confirm your request.
Once submitted, you’ll receive a confirmation email and our team will take it from there.
What types of issues can be reported?
Depending on whether you are the host or the guest, and the stage of your exchange, you can report issues such as:
- Communication or access problems.
- A home not matching its listing decription.
- Cleanliness, safety or comfort concerns.
- Damage, disturbances or exceptional events.
Once you have requested our assistance, you will have the option to add any images, videos or supporting documentation related to the exchange. We strongly recommend adding anything that you have as evidence, as this will help us assist you further.
If you’re unsure which category to choose, pick the closest match — our team will review it carefully.
What happens after I report an issue?
Once your request is submitted:
- A HomeExchange team member will review your case.
- You may be contacted if more details are needed.
- You’ll receive updates by email as things move forward.
Email is our main way of staying in touch, so we recommend keeping an eye on your inbox.
Compensation and guarantees
Reporting an issue doesn’t automatically lead to compensation. Each situation is reviewed individually, based on the details provided and the applicable guarantees.
If compensation is approved:
- You’ll receive a secure email link to provide payment details.
- Payments are handled safely via PayPal or bank transfer.
- We’ll keep you informed every step of the way.
Your information is treated securely and only used to process your request.