Help - host cancelled stay after staying at ours

English Forum Community
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Hello there,

I’m new here so apologies for asking anything obvious. We are from the UK and found out last week that our stay in New York in October had been cancelled by our host. She has already stayed in our house for a week back in January. We have bought flights and had one email a week ago from Home Exchange saying they would look for an alternative but they had the wrong contact details for us - they had the host. We’ve contacted them back to say thank you but have chased several times this week to contact@ and sos@ and heard nothing back. Should we be concerned? Is there any other way of contacting someone at HomeExhange? And how likely is that someone will be able to find a replacement? It was a week’s stay in Brooklyn and we had agreed nearly a year ago :neutral_face: sorry for all the questions - any reassurance or support gratefully received!

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Hello Lynn and sorry for you for this cancellation.

To remind the rules, sos is the Emergency contact. It’s for cancellations happening in less than 48h, not 3 months before.

Regular contact will answer you, but as it’s the busiest period of the year, and it’s not an emergency, it might take some days more. In the meantime, you Can start looking yourself for a replacement exchange. If you have a contact for a gp exchange, it could be good too, cause in the case of a cancellation, the staff will provide you the necessary gp for you.

So please for now start trying to find a New exchange yourself. The staff will contact you when possible.

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Thanks for the advice. I guess I’m just not feeling that hopeful with only 2 months to go. Sad as it’s our first experience of of staying anywhere else although people have stayed in our place.

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Yes it’s unfortunate. But be positive, their still time

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Welcome to the forum Lynn. I’m so sorry that you have experienced this cancellation, especially as they have already stayed at your home :frowning: Indeed SOS is for emergency cases as Etienne has explained. Please do keep looking and don’t despair - we see a lot of last minute offers for exchanges so there is still hope. In the meantime I will chase up member support for you.

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