Good news: the long-awaited Resolution Center is now live! The Resolution Center is your one-stop hub for all support requests, making it easier and faster to get help when you need it. Hereâs what you need to know!
What is it?
Unexpected things can happen during an exchange. The Resolution Center is a dedicated space, accessible from your exchange, where you can report a problem, share information, and get help from our team if needed. Everything is centralized in one place so more complex situations can be handled smoothly.
When to use it?
Use the Resolution Center as soon as something doesnât go as planned and you need our help, for example:
A problem affecting your stay or hosting experience
A serious incident before the exchange starts
Difficult (or even impossible) communication with the other member
Need for mediation, assistance, or compensation
Ideally, report the problem as early as possible, while the exchange is still ongoing.
The Resolution Center is available for exchanges that are upcoming, ongoing, or completed within the last 70 days.
How do I access it?
From your exchange conversation:
-
Log in to your HomeExchange account
-
Open the relevant exchange
-
Click âRequest Assistanceâ
This ensures your request is clearly linked to the right exchange and helps our team assist you more efficiently.
How to report a problem?
-
Open the exchange and click âReport an Issueâ
-
Select the category that best fits your situation
-
Describe what happened and attach any useful items (photos, documents, etc.)
-
Indicate the solution you would like
-
Review and submit
Youâll receive a confirmation email, and then our team will take over.
What kinds of problems can I report?
Depending on whether youâre a host or guest, and on the stage of the exchange, you can report issues such as:
-
Communication or access problems
-
A home that doesnât match the listing
-
Cleanliness, safety, or comfort issues
-
Damage, disturbances, or exceptional events
The Resolution Center lets you add images, videos, or supporting documents related to your exchange. We highly recommend including any material you have, as it will help us assist you more efficiently.
If youâre unsure which category to choose, pick the one that closest matches your situation. Our team will review it carefully.
A Quick Reminder
Whenever possible, we encourage you to first discuss any issues with your exchange partnerâmany situations can be resolved directly between the two of you.
If that doesnât work, the Resolution Center is here to support you.
What hasnât changed: member support is always by your side
Every case reported to us is carefully reviewed and handled individually, so we can help you find the best solution and guide you throughout the process.