Hello everyone,
I was considering reaching out privately to the support team, but I decided it was much better to start a discussion here to check whether this is just happening to us or if you are experiencing it too.
As members of the platform for over 4 years, we have noticed that the quality of our guests has been steadily declining, to the point of exceeding the threshold of unacceptability. In our early years, we deeply appreciated the mutual respect between members, something that truly built a sense of community. For us, the opportunity to stay in another member’s home was something we celebrated with great appreciation and humility. Furthermore, in our exchanges, as a personal touch, we frequently offer a small gift from our region (olive oil, chocolate, handcrafted items, etc.).
During our first two years, the feeling of belonging was mutual: we offered warmth and hospitality, and the community responded in kind—with a few exceptions, as always happens. However, we regret to say that over the last two years, the experience has turned into quite the opposite. Currently, the trend is fairly negative, bordering on toxic.
Below, I am going to describe a series of situations that might resonate with you:
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We have seen a significant increase in the number of guests who view the platform as a cheap alternative to avoid paying for accommodation. This is reflected in their behavior, even going so far as to use terms like “paying” with GP.
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Some guests who manage to pass through our filter—even though we don’t make it easy, as we have always requested a video call before finalizing since our very first exchange, which isn’t that common—view their booking as if it were an Airbnb. They expect us, as hosts, to meet five-star quality standards as if they were paying customers.
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On top of this, there is a total lack of respect for our house rules—in many cases, without even having read them (we know this because we include an “easter egg”). Some of those who do pass our filter make us feel uncomfortable once they arrive at the apartment, forcing us to constantly repeat things that should have been clear with just a little consideration. More importantly, this creates a tense atmosphere, because honestly, nobody likes having to play warden while on vacation.
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Likewise, the massive amount of time we used to invest in responding to incoming requests with care has vanished. We have grown tired of generic copy-and-paste messages, as well as the numerous requests asking for things we explicitly clarify in our description, which they clearly haven’t read.
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In some cases, we have had guests who, looking for any excuse right before the exchange, try to put us in a difficult situation to trigger HomeExchange’s guarantee policy—perhaps hoping to secure a nice vacation in a €105/night hotel instead of our “humble” apartment.
85 exchanges make for a lot of stories. Despite all this, we have managed to maintain a strong rating profile, though unfortunately, in many recent cases, this has required managing situations through pure hypocrisy.
After reflecting on these events, my personal view is that the platform—being a for-profit company managed by Tukazza! SAS, regardless of its B CORP certification—has drastically increased its efforts to grow the paying user base and boost profits for shareholders, thereby sacrificing quality. A textbook strategy.
What bothers me most on a personal level is that we—the members—and our homes are the true assets of the platform. The platform “creates” points out of thin air when you sign up so you can, at the very least, make your first trip at a fraction of the cost of traditional accommodation.
There are many ways to fix this. One would be to set higher barriers to entry, such as making it a mandatory requirement to host before being able to complete your first exchange as a guest. This simple measure would allow for far better quality control, though it would also dramatically limit revenue, which is why they aren’t interested.
I am opening this debate so you also have the opportunity to share your thoughts and potential solutions. I deeply value the community that has allowed me to explore the world like never before, and I want to protect its continuity against declining quality standards driven by financial interests—which, in the case of many community-driven platforms, marks the beginning of the end.
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