Upon arrival at your host's home, if you find any amenities missing, something not functioning, or not up to your expectations, we suggest that you take the following steps:
1. Contact your host: Explain to them the problem you have encountered so that you may try to find a resolution together. This would be the fastest way for you to solve the problem and for the exchange to continue as planned.
You can find the contact details of your host by going to your conversation and clicking "View the exchange details".
2. Contact us: If your host is not contactable, you can contact us by email (or at sos@homeexchange.com if it is an emergency).
It is best if you could send us some pictures regarding the situation, as it would allow us to better understand the problem and propose a more suitable solution.
Depending on the severity of the situation, we could offer a partial or full return of your GuestPoints and charges and assist in finding a substitute exchange if necessary.