The cancellation of an exchange by the host is rare but but it can happen for exceptional reasons.
In any case, GuesttoGuest will be available to answer your questions and to help you. You can contact us by email at email@example.com or by phone at +44 (0)20-3808-3809 Monday to Friday from 10am to 6pm, time in Paris.
If the cancellation is an emergency, you can send an email to firstname.lastname@example.org.
If you paid for Service Plus for this exchange:
- Your GuestPoints will be returned to your account
- GuesttoGuest will help you find a substitute exchange that meets the basic criteria of your search
- If GuesttoGuest cannot find you a substitute exchange and you wish to cancel your trip, we will reimburse your non-refundable fees directly related to the exchange (tickets for the train, plane, etc.) up to 700 € / week, depending on the situation
- If GuesttoGuest cannot find you a substitute exchange and you want to pay for alternative accommodation (for a hotel, for example), we will reimburse the charges you paid for the accommodation, up to 700 € / week, depending on the situation.
If you did not pay for Service Plus for this exchange:
- You will recover the GuestPoints given to your host for this exchange
- GuesttoGuest will not be able to help you to find an alternative solution to this exchange.
If the reason for your host's cancellation was provoked by you, GuesttoGuest will not be able to reimburse the charges for the cancelled exchange.
In any case, after the cancellation, you will be able to leave a review (you can choose one out of three options) which appears on the profile of your host.