Frequently Asked Questions
Most Asked Questions
What happens to my GuestPoints?
All GuestPoints from your HomeExchange account rollover to your HomeExchange Collection account We also give you a 1050GP welcome bonus and raise the GuestPoint value of your home
Will
you
refund my HomeExchange membership?
Yes, once you join, we will issue a prorated refund for any unused months of your HomeExchange Classic membership Please note, the prorated refund for your Classic membership cannot be applied towards the cost of the Collection membership
What is criteria to join? Can I join if my home is not luxury?
Each home is evaluated by our team using a data model that assesses over 200+ factors, including photos, home value, design, amenities, and location. Luxury looks different to everyone, but every Collection home has its own unique charm Learn More
Can I still exchange with HomeExchange Classic members?
Yes! Collection members have access to 5000+ luxury homes in addition to the 360,000+ homes on HomeExchange Classic
Can I view the homes before joining?
No, unfortunately, you cannot view all Collection homes prior to joining our community. However, we offer a 14-day Guarantee This means that if you join our community and you are not satisfied for any reason, as long as no exchanges have been finalized, you can cancel for a full refund in the first 14 days
Will my home be removed from HomeExchange Classic?
This is up to you Collection members can hide their listing from Classic members if they prefer only to be contacted by Collection members, or they can leave their listing open so both Classic and Collection members can contact them. Regardless of which option you choose, you can proactively reach out to anyone on the platform. Learn more about privacy settings
Location of Homes
Home Surroundings
GuestPoints & Exchanges
What is the average GuestPoint value of a Collection home?
The average value of a Collection home is about 400 GuestPoints If you are currently a HomeExchange classic member, your home’s base GuestPoint value will increase by approximately 50%
Am I able to adjust GuestPoints if I feel my home is worth more?
Yes, each member is able to add 30 GuestPoints to the recommended value of their home Learn More
I have an existing exchange finalized with a HomeExchange Classic member, what happens when I switch?
Joining HomeExchange Collection will have no impact on any finalized exchanges
How active are the Collection members?
Response rate is not a factor in determining eligibility for HomeExchange Collection, so we cannot guarantee a high response rate That being said, the Collection community has a higher response rate when compared to the general HomeExchange community as all Collection members are active, paying members
Exchange Assistance - How does exchange assistance work?
Collection members have access to Expert Exchange Assistance Our Exchange Experts assist in your search and initial contact, but do not guarantee an exchange, as the final decision depends on the host. Learn More
Learn More: How a home exchange works
Learn More: How to use HomeExchange Collection
What percent of Collection exchanges are with GuestPoints vs Reciprocal?
Around 70% of exchanges completed are GuestPoint Exchanges However, our members are typically open to both Reciprocal and GuestPoint exchanges This ratio is similar to that of HomeExchange Classic
Privacy
Mandatory Verification - How do you ensure members are who they say they are?
Collection requires mandatory verification for all members to confirm their identity and home address in order to ensure trust and security. Learn More
What happens if a guest comes to a Collection home and does not deem it
If you find that the home is not as described or does not meet your expectations, we suggest you contact the host directly, then contact our Member Support team If the home is deemed that it should not be a part of the community, we will take action accordingly. If a guest is offered inadequate or inaccuratelydescribed accommodation, the HomeExchange teams will make their best efforts to offer the guest an alternative accommodation that meets the basic services Learn More
Guarantees
Second Year Guarantee - When does this apply?
If you are unable to complete an exchange within the first year, HomeExchange Collection will give you a second year free See Conditions
Are you penalized for cancelling ?
No, but if you cancel as a guest, your host will decide whether to keep your GuestPoints or give them back to you If your host cancels, we have a cancellation guarantee Learn more about cancellations
Do you have any complaints of things being stolen or other incidents?
997% of exchanges are incident-free! But in the rare case of an incident like theft, we ask that you contact the host and then reach out to our Member Support team Learn More
What is the policy about accidental damage? What does it cover?
HomeExchange offers a damage guarantee for hosts in case of theft, loss, or damage caused by guests, but it’s not an insurance policy and doesn’t cover total property loss, like fire damage For major damages, it is required by our Terms of Use that you have homeowners or renters insurance. Our guarantee complements, not replaces, homeowners or renters insurance In case of damage, we assist with claims using our standard security deposit process Learn More
How does the deposit work?
By subscribing to HomeExchange Collection, you authorize a $2500 USD deposit for potential damages during exchanges. This amount is not automatically debited. Your host has 10 days after the exchange to request part or all of the deposit If no action is taken, the deposit is released You’ll be notified in advance if any amount is debited and agree before being charged Learn More
We recommend checking with your home insurance provider While HomeExchange is not a commercial activity like short-term rentals, some insurers may mistakenly categorize it as such. If you do reach out, we suggest clarifying that HomeExchange is about sharing your home with like-minded travelers, much like hosting friends or family Do you need to advise your home insurance you are doing home exchanges?
Miscellaneous
Are pets allowed in Collection homes?
Yes, we have many hosts on the platform that allow pets Home exchanging is a great solution for pet lovers! If you want to see which homes allow pets, we have a “pet friendly” filter Learn More
Cleaning Fees - Do we need to provide housekeeping services?
No, you do not need to provide a cleaning service. Simply return the home in the condition you received it. Many of our members request a cleaning fee so that you don’t need to worry about a full clean prior to departing the home, but this is discussed prior to pre-approving the exchange
Photo Enhancement - How does photo enhancement work?
After verification, all Collection members will get 25+ photos of their home professionally edited to help your home listing stand out. Learn More
View all guarantees
Personalized member support, phone line, and more
Expert Exchange Assistance to help plan your exchange
Increase in the nightly GuestPoint value of your home + a welcome GP bonus
Filter to find 5,000+ luxury homes, in addition to 360,000+ homes on HomeExchange classic
View Exclusive Offers for Collection members
Professional Photo Enhancement to help your listing stand out
Customize your privacy settings to only receive messages from Collection members and hide your listing from non-Collection members & search engines
HomeExchange Collection: $1000
2nd Year Guarantee
Damage Protection
Cancellation Guarantee
Member Support Phone Line
Exchange Assistance
Increased GuestPoint Value
Private Facebook Group
Luxury Home Filter
Exclusive Partnership Offers
Photo Enhancements
Customizable Privacy Settings
Mandatory Verification
