Hi
I wondered how HE supports the host in an event that I described because when I spoke to an ambassador they just said to give a bad review. I also have submitted information through the require assistance button during the exchange but have had not had any response.
This experience has left me wondering if we want to continue with HE
Ambassadors have no power.
I am an ambassador and i cannot ring the guests and say, ’ hey guys , move out!’
I can help how to use the website and usual organisation of an exchange but not on a breach of contract.
At least this ambassador should have escaladeted to a real HE support team member.
You did the right thing in filling the form but the exchange will be finished when they reply.
Please let us know how they manage.
And your best protection is to write in the listing that there is a camera and to write that extra guests were there in the review.
Many hosts will refuse to host them.
They probably have nice reviews because hosts did not know they were abusing of their hospitality.
You can use the auto reply without waiting 4 days and hurting your response rate. If they haven’t read your listing, no need to create a polite reply. I can attest that a poor response rate will get many fewer requests, although depending where you live that might be a good thing? I do usually skip hosts who have a low response rate, because it’s a waste of my time, unless they’re the only home in the area.
Hi Swigs, where do I find an Auto-reply option?
I’ve never heard of it on HE, and looking around the website I don’t seem to be able to find it anywhere either.
Thanks!
On bottom of the conversation, you have a button “yes”, “maybe”, “no”, you click on it and it writes a formula then you just send it
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What Etienne said.
Hi Nathalie
I wondered if you could advise me how to proceed to have our issue with our guest resolved.
I did submit a request to HE support 3 days ago on Aug 8 .I got an automated response that my concern had been received but nothing since then.I am feeling quite disappointed in HE after so many good years.This is the first time I have contacted support about an issue.
Karen
Ok, that’s not Auto-Reply to me. It still means I’m overseas and busy, and then need to go to the HE website to prepare a response for a request I won’t be able to accept anyway.
You can use the app on your phone and it takes 30s
Logging in, open the request, press no, send. I could do it in 10s max. I guess you can find time for that
The support is overwhelmed at this period and it’s not an emergency. It could take up to a week to have a return on your case. Thanks for your understanding.
@Melissa.HomeExchange Hello
Could you please ask to the HE support team to assist @KCharles
Uninvited guests are here for a week and don’t want to leave.
Karen, what do you want the HE support to ask to the guests?
- make the uninvited guests out ?
- terminate the stay for the whole group?
- other solution?
Hi
I finally received a message back from HE support and am left feeling shocked and disappointed.
The only consequence for the guest that breached the agreed number of guests staying in our house and had a gathering which was noted on doorbell camera footage and calls from neighbours is to leave them a poor review in the comment part of the review section.
I was told by HE support that our guest “would be reminded” . When I spoke to the guest during the event and told her about our concerns and our neighbours observations she also appeared to understand that there would be no consequence from HE for breach of policies.
Is there a structure in HE for escalation of issues when I am not satisfied with this outcome.
Karen
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Hi Karen, I completely understand your concerns, and I can appreciate that this situation has been disappointing.
Unfortunately, I can’t comment on the details of an individual member’s case here due to member privacy. I can see, however, that a member of our Support team has been in touch with you today and has addressed your concerns.
As they explained, HomeExchange takes situations where the agreed terms of an exchange aren’t respected seriously. These situations are reviewed case by case, and Support can document incidents, remind members of the rules and take appropriate internal action where necessary. For privacy reasons, we aren’t able to share details of any action that may be taken regarding another member’s account. I assure you that when a member breaks the HomeExchange terms they are definitely consequences to their actions.
I hope the response you received today has provided some clarification, and I’m sorry that I’m not able to comment further on the individual circumstances here. 
Yes I have followed this up with support and they are in contact with Karen about this matter. Just FYI this exchange has already finished.
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