Cancellation by host:
If you are the guest, your GuestPoints will automatically be returned to your account once the exchange is cancelled by your host. Our team will always contact you after a cancellation by your host but if you need urgent help regarding the cancellation of your exchange, you can contact us.
If you are the host and cancel, the GuestPoints for that exchange will be automatically returned to your guest. The team will always contact you to understand the reason of your cancellation.
Cancellation by guest:
If you are the guest and you cancel the exchange, your host will have the option to either keep or return your GuestPoints.
If you are the host and your guest cancels, you are able to decide in the bottom right of the exchange details to either keep or return the GuestPoints. If you would like to return only a portion of the GuestPoints, you can send us an email indicating the exchange in question along with the details of your request and our member support team will be happy to assist you.
In exceptional cases, where you have a valid membership and must cancel, you can reach out to your team to request keeping the GuestPoints. Cases will be reviewed by our team who will make the final decision.