If you notice damage in your home after an exchange, we’re here to support you. Please follow these steps:
1. Document the damage
Take clear photos or videos of the affected areas or items. This will help us assess the situation accurately.
2. Contact your guest
We always recommend reaching out to your guest first to inform them and discuss what happened. Many situations can be resolved quickly and amicably this way.
3. Request assistance
If you need further support, click the “Request assistance” button directly from your exchange conversation.
You’ll be guided step-by-step to:
- Select the issue
- Describe what happened
- Upload photos, videos or supporting documents (estimates, invoices, etc.)
- Indicate the outcome you feel is most appropriate
Our team will then review your request and assist you throughout the resolution process.
When to report the issue?
We recommend reporting the issue as soon as possible, ideally while the exchange is ongoing or shortly after it ends.
Issues can be reported for exchanges completed within the last 70 days.
If you wish to claim compensation
Submitting a request through the “Request assistance” button is the best way to request compensation.
Each situation is reviewed individually based on the details provided and the applicable guarantees. If compensation is approved, our team will guide you through the next steps securely.
What should I do if I have damaged something in my host's home?
If you, as a guest, accidentally cause or notice damage during your stay:
1. Inform your host immediately
Contact your host as soon as possible to explain the situation clearly and respectfully.
2. Document the damage
Take clear photos or videos.
3. Request assistance if needed
If you need support or if the situation cannot be resolved directly with your host, use the “Request assistance” button from the exchange conversation.
This allows our team to review the situation and help find the most appropriate resolution for both parties.