I broke something at my host's house. What can I do?
If you caused damage to the property or any of your host's belongings we recommend you contact your host as soon as possible. Once you've done that, there are 3 ways to proceed:
- If you bought insurance through the GuestToGuest platform when you finalised the exchange, you should contact us at email@example.com or by phone +44 (0)20-3808-3809 mentioning the exchange ID number (the ID number can be found by clicking on "View the exchange details" in the conversation). You should also mention everything that happened, attaching photos of what has been damaged, receipts etc. that can help us resolve the situation faster.
GuestToGuest will contact the host, because the insurance you bought may cover some or all of the costs associated with repairing the damage you caused. Click this link for more information about insurance.
- If you didn't buy insurance through the GuestToGuest platform when finalising the exchange but your host asked for a deposit, you can talk to your host and negotiate an amount that can be deducted from the deposit, and that will cover the costs associated with the damage you caused. Once you agree an amount with your host, you should contact us at GuestToGuest and let us know the amount that we should transfer to your host from your deposit.
- If you didn't buy insurance through the GuestToGuest platform when finalising the exchange and the host specified that no deposit was required for the exchange, you should contact your host, discuss and agree an amount of money that would cover the damage caused by you and make a bank transfer to the host's bank account.
If, on the other hand, it is an emergency, you should contact us at firstname.lastname@example.org