Emergency exchanges when housing has fallen through

We are new to home exchange. We’re in NYC. We have gotten two requests to house people whose home exchange arrangements had fallen through at the last minute, We offered one of the two a place but didn’t hear back from them ( we assume they found another place). How do these emergency notifications work? Does everyone in NYC get such a request?

When a member’s exchange that has been finalised through the site falls through they contact member service. Member service willl send out a message to a maximum amount of members whose offer matches the guest’s search criteria. The interested host reply to the message directly to the guest in question (the communcation doesn’t go through member service). The guests are often already in an emergency situation, maybe already on holiday, and they may receive many offers. They should of course reply to each member offering their home, but some do get overlooked.