Collection FAQ EN

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.

Can I still exchange with HomeExchange Classic members?

Yes! Collection members have access to 10,000+ luxury homes in addition to the 550,000+ 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.

Location of Homes Asia 5%

Africa 5%

3,000 members +10,000 luxury homes In over 93 countries

Oceania 11%

Home Surroundings Lake Island 3.1% 2.3% Mountains 12.5%

Countryside 21.1%

North America 42% Village 6.3%

Top 5 Countries Europe 37%

1. USA 2. France 3. United Kingdom 4. Australia 5. Canada

Urban 25%

Interested in joining? Email: joincollection@homeexchange.com

Seaside 27.3%

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.

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.

How does home exchanging work?

1. Complete your home listing & confirm eligibility 2. Join our community 3. Search for exchanges & enjoy membership benefits 4. Embark on unlimited exchanges throughout the year

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.

What happens if a guest comes to a Collection home and does not deem it “Collection-worthy“?

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.

Interested in joining? Email: joincollection@homeexchange.com

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.

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.

Do you have any complaints of things being stolen or other incidents?

99.7% 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.

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.

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.

Do you need to advise your home insurance you are doing home exchanges?

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.

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.

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.

Interested in joining? Email: joincollection@homeexchange.com

Comparison Chart

HomeExchange Collection: $1500 USD / £1275 Euro

2nd Year Guarantee Increased Guarantees

Personalized member support, 24/7 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 10,000+ luxury homes, in addition to 550,000+ homes on HomeExchange classic

Damage Protection

$1M USD

$3M USD

Cancellation Guarantee

$120 per night

$500 per night

up to 15 nights

up to 15 nights

Member Support Phone Line Exchange Assistance Increased GuestPoint Value Private Facebook Group Luxury Home Filter

Exclusive Discounts for Collection Members

Exclusive Partnership Offers

Professional Photo Enhancement to help your listing stand out

Photo Enhancements

Customize your privacy settings to only receive messages from Collection members and hide your listing from non-Collection members & search engines

Customizable Privacy Settings Mandatory Verification

Interested in joining? Email: joincollection@homeexchange.com

Who do I contact if I still have questions?

Email

joincollection@homeexchange.com You can contact our team directly by phone.

We are available 4am - 8pm EST (UTC -5) Monday - Friday.

Call

US: +1-(857)-990-9817 UK: +44 2080681603 AUS: +61 2 7912 3550