Warning

We draw your attention to the type of fraud, "phishing", in which scammers might try to contact you by posing as the website "Guest to Guest" or TUKAZZA company to retrieve personal or banking information. Thus, if some emails, internet links or pages seem suspicious to you, we strongly recommend that you do not act on their requests or questions. To avoid being a victim of this type of identity theft, we ask you to please, in your dealings with the website "Guest Guest", to correspond only with the address mentioned in our section Contact: contact@guesttoguest.com.

FAQ

...Exchange/Message

1. What are the steps of an exchange?


2. How do I propose an exchange offer?


3. Why can’t I contact other members?


4. Where can I find the invitation request I’ve sent?


5. Where can I find the invitation requests I’ve received?


6. How can I filter my messages?


7. Where can I find the details of an exchange?


8.How can I edit my exchange details?


9. How can I pre-approve an exchange?


10. Why can’t I pre-approve an exchange?


11. Why can’t I finalize an exchange?


12. Where can I find my finalized exchanges?


13. What happens if there is a cancellation?


14. Is GuestToGuest the same thing as home exchange ?


15. What do I do with my keys ?


16. How may I protect precious or intimate articles?


17. Do I need to make some room in my wardrobe?


18. Will someone want to come to my place?


19. Does everything need to be perfect?


20. I do not own my home, can I put it on GuestToGuest?


21. I have an apartment, can I still join?


22. Can I list a vacation home?


23. Who cleans the home ?


24. Should I offer a "Thank you" gift?


25. Who pays cleaning fees/electricity fees/heating fees... ?


26. How do I rate the exchange?


27. Where do I find my ratings?


28. If I receive an email from another member in a language that I dont speak, what should I do?


1. What are the steps of an exchange?

Important note: If an exchange occurs without finalization, GuestToGuest cannot recognize the exchange as being legitimate. Therefore in the event of any damage, interruption of the stay or any unforeseen issue, GuestToGuest cannot be held liable for these events.

- Contact the host: the guest sends a request through the button "Contact".
- Pre-approval: After some discussions, the host agrees to make an exchange with GuestPoints or transforms the exchange to a reciprocal exchange. For a reciprocal exchange both parties will need to approve the exchange.
- The acceptance of an exchange: for an exchange with GuestPoints, the guest has only to finalize the exchange paying the chosen options if any (i.e. deposit and insurance) For a reciprocal exchange, both the guest and the host need to finalize the reciprocal exchange paying the chosen options if any.
- Stay: the host prepares his house to best accommodate his guests (sheet, neat and clean house, small welcome gift). Similarly, the guest at the end of his stay will leave the house in the same conditions he found it, and will offer a small gift to thank the host for his hospitality.
- Rating: at the end of the stay, the guest will rate the house where he sojourned, and the host will rate his guest. This rating is mandatory, as it contains very important information for the other members of the site ... and it is often an additional way to express to your host / guest the joy of being hosted / hosting.
- GuestToGuest contacts the host: If the exchange went well, the deposit itself is cancelled. If not, an amicable solution is sought.


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2. How do I propose an exchange offer?

Once you have found the home of a member you wish to contact, click on the “contact” button located on the right side of each listing. You will then be able to enter your desired dates as well as number of guests accompanying you


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3. Why can’t I contact other members?

In order to be able to contact other members your home profile must be completed to 80%.


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4. Where can I find the invitation request I’ve sent?

To find the requests you have sent:
- Click on the small envelope to open all your messages.
- On the top left corner of the message tab you will find an arrow facing down, click on it and pick “request sent” as filter.


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5. Where can I find the invitation requests I’ve received?

To find the requests you have received:
- Click on the small envelope to open all your messages.
- On the top left corner of the message tab you will find an arrow facing down, click on it and pick “request received” as filter.


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6. How can I filter my messages?

To filter your messages:
- Click on the small envelope in the toolbar to access to all your messages.
- On the top left corner of this page you will find a white tab with an arrow facing down, by clicking on this arrow you will be able to pick the filters for your messages.


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7. Where can I find the details of an exchange?

There are two ways to access the details of an exchange:
To find the details of an exchange not yet finalized you just need to open the conversation you had with the member (host/guest) and you will find the details of the exchange in the tab on the right of the conversation window.

To find the details of a finalized exchange:
- Place your cursor on the small envelope on the toolbar.
- Click on “finalized” in the pop up window.
- Click on the “exchange details” button located on the right side of the message or if you open the message click on the button “exchange details” located in the tab on the right of the conversation window.


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8.How can I edit my exchange details?

Once you open the conversation you had with the member you are organizing an exchange with, you can edit your exchange in the tab that will appear on the right of this message window. If you are a guest, you will be able to edit the dates and the number of guests.
If you are a host, you will be able edit the number of GuestPoints per night, the amount of the deposit and the insurance, in the same tab.


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9. How can I pre-approve an exchange?

To pre-approve an exchange:
- Open your messages and find the conversation you had with your host/guest.
- On the right of your conversation window you will find a tab with the exchange details and a button to pre-approve or finalize an exchange.


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10. Why can’t I pre-approve an exchange?

If you can’t pre-approve an exchange, this means that the exchange details are not completed.
Once you open the conversation you had with the member you are organizing an exchange with, in the tab placed on the right of the conversation window, a “yellow section” will indicate to you why you are not able to pre-approve the exchange yet.


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11. Why can’t I finalize an exchange?

If you can’t finalize an exchange, this means that the exchange details are not completed.
Once you open the messages you exchanged with the member you are organizing an exchange with, in the tab placed on the right of the conversation window, a “yellow section” will explain you why you are not able to finalize the exchange yet.


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12. Where can I find my finalized exchanges?

To find your finalized exchange
- Place your cursor on the small envelope in the toolbar.
- Click on the section “finalized” in the window that will pop up.


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13. What happens if there is a cancellation?

If one of the parties (host or guest) cancels the invitation, the other has the right to accept a friendly cancellation or not. The table below shows all possible scenarios of cancellation:

I'm the host, I wish to cancel the invitation:
1. The guest agrees: I give back the GuestPoints of the invitation. 2. The guest rejects: I give back the GuestPoints of the invitation.

I'm the host, the guest wishes to cancel the invitation:
1. I agree: I give back GuestPoints of the invitation. 2. I refuse: I keep the GuestPoints of the invitation. In both cases, the host reviews the guest.

I am the guest, I wish to cancel the invitation:
1. The host agrees: I get back my GuestPoints, get back the deposit but not the commission on the deposit that it is entitled to GuestToGuest nor the insurance money unless I have an insurance which is supported by the contract.
2. The host refuses: I don’t get back the GuestPoints, get back the deposit but not the commission on the deposit that it is entitled to GuestToGuest nor the insurance money unless I have an insurance which is supported by the contract.

I am a guest, my host wishes to cancel:
1. I agree or I refuse: I keep my GuestPoints, get back the deposit but not the commission on the deposit that it is entitled to GuestToGuest nor the insurance money unless I have insurance.


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14. Is GuestToGuest the same thing as home exchange ?

14. Is GuestToGuest the same thing as home exchange ?

GuestToGuest allows you the option of both reciprocal and non-reciprocal exchanges, thanks to a point system. GuestPoints were invented to provide you with an opportunity to stay at another member’s home or host another member without traveling to theirs. GuestPoints are then spent by the guest and collected by host who may use them for future travel.


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15. What do I do with my keys ?

There are a number of ways that you can leave your keys for your guest. You can:
1.Greet your guest yourself, show them your home and give them your keys before you leave.
2.Ask a neighbour, a friend, or someone who works at your home (cleaning person, baby-sitter, etc.) to give the keys to your guests.
3.Hide the keys in a good hiding place: code-protected box, fake rock, mailbox (and the key to the mailbox itself is hidden under your welcome mat).
4.Send the keys by express mail to your guests before they arrive.

Please avoid establishing a system that depends on the arrival time of your guests, as planes or trains are often late.
We strongly recommend that you provide your guests with 2 phone numbers:
1. A number where they can reach you when they are supposed to be entering your home. You should make yourself available at that time to make sure that your guest can let themselves in and are settled comfortably.
2. A number where they can reach someone you trust and who will be able to help them in case of an emergency. Of course, your guests will probably never need to call that person, but it will be very reassuring for them to know that they have the phone number of someone who can help them in case they really need help.


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16. How may I protect precious or intimate articles?

A good way to protect your precious items is to lock them up.
If you have a wardrobe that you lock or a small room that your guests will not need (office, laundry room), putting your valuable items in that place and locking it will give you peace of mind!
Of course, you can also take your valuables with you if they are small enough, like your jewelry for example. For your larger items, you might be more concerned with people damaging them than stealing them. In that case, you can explicitly tell your guests beforehand that you do not want them touching these precious items, and you can put a label on them so that your guests are reminded that they should not touch them.

The very best way to protect the stuff you care about is to choose your guests carefully:
- Take some time to learn about your guests through email exchange.
- Choose guests who are part of your friendship network.
- Choose guests with good ratings.
- Choose guests who's lifestyle matches yours. If you have a collection of fragile items, you might want to consider avoiding families with children. If you are concerned about your musical instruments, choose guests who also love the same instruments and who will know how to respect them.


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17. Do I need to make some room in my wardrobe?

Making some room in one's wardrobe is easy for some people and daunting for others. In the same sense there are some guests that really care and some that do not mind living out of their suitcase.
The easiest way to know this is to discuss this with your guests beforehand.


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18. Will someone want to come to my place?

The answer is YES !
But there is only one way to do this: take some good pictures of your home, post them, and you'll see that people will reach out to you.


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19. Does everything need to be perfect?

Of course not ! Your home does not need to be perfect, it simply needs to be welcoming. If you are concerned because your home has some inconveniences, be honest in your description, and lower the number of GuestPoints you ask for according to the nature of these issues. For example, if your home is noisy, say it, and subtract 5 or 10 GuestPoints per night.

Remember that if you live there all year long, there certainly will be lot of people out there who would love to spend a few days if they were invited.


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20. I do not own my home, can I put it on GuestToGuest?

As a tenant, it is up to you to check your contract and determine whether you need to ask your landlord's permission before inviting GuestToGuest members to your home. When in doubt, it is probably best that you check with your landlord.

GuestToGuest takes absolutely no responsibility regarding issues that might arise between you and your landlord, if you decide to list your home on GuestToGuest.


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21. I have an apartment, can I still join?

Yes. We use the term "house" on the site in the same way as in the expression "to come home." Whether you live in an apartment, boat, mobile home or a castle, you can list your "house" on our website.


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22. Can I list a vacation home?

Yes, you can!


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23. Who cleans the home ?

The guest should leave the home as he/ she found it meaning that the guest should clean it up.
However, many members ask a cleaner to clean up after the guests. The host and the guest should agree beforehand on whether a cleaner will be involved and who will pay for the service.
To signal that a cleaner is available to clean the home, you simply need to check the ""cleaning person"" box in the Staff section of your posting.


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24. Should I offer a “Thank you” gift?

Though thank you gifts are optional, it may be nice to show your host how much you appreciated your stay by welcoming them home with a nice gift.


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25. Who pays cleaning fees/electricity fees/heating fees... ?

It happens sometimes that hosts wish to charge cleaning fees, electricity or heating fees, or the building requires cleaning fee from apartments.
In these cases, there are no rules; it is up to both parties to agree on the practical arrangements. You are left completely free to arrange with your host / guest. However, hosts can take note of what they spent for additional charges, and they will recover those charges by going to another members' home as guests.


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26. How do I rate the exchange?

To rate an exchange :
- Place the cursor on the small envelope in the toolbar.
- Click on “finalized” in the pop up window.
- In the finalized section open the exchange you wish to rate.
- You will find the button “Rate this exchange” in the tab with the exchange details on the right side of the conversation window.


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27. Where do I find my ratings?

The Ratings can be divided into two types: ratings received as a host and ratings received as a guest.
To find the rating received as a host:
- Place the cursor on your picture on the top right corner and wait for a menu to open.
- Click on “My home” in the vertical menu.
- Click on the tab “Ratings”, it's the first tab in the window just below the pictures of your house.

To find the rating received as a guest:
-Click on your profile picture in top right corner of the toolbar.
-In your profile you will find the section “Ratings” just after “About” and “Confidential Information”


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28. If I receive an email from another member in a language that I dont speak, what should I do?

Click into the conversation with / message from the member and you will see a "translate message" button beside their name. When you select this, it will automatically translate their message to the language you have listed on your profile. Should you have more than one language listed, it will translate to the first you selected. You then have the option of showing the original message again.


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...The search

1. How do I launch a search?


2. How can I find homes when I search by map?


3. How do I save searches?


4. Why is it important to save a search?


5. How can I manage my saved searches?


6. Where can I see the saved searches of other members?


7. Where can I find house that matches my search?


8. How do I find members that want to visit my home?


9. How can I add a home to my favorites?


10. Where can I find my favorites?


11. Where can I see that my home has been added to another members favorites?


1. How do I launch a search?

To do a search on the site, we recommend that you use the search box or click "search map" on your home page.
Then you can specify your search criteria: location, dates and numbers of guests (non-cumulative). You'll get a list of available homes that match your criteria.


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2. How can I find homes when I search by map?

To find homes when you search by map you need to zoom in until you will find the marks which indicate the different homes.


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3. How do I save searches?

Favorite searches allows you to save a search and to be notified by mail when a new home matching your search criteria is available.
To add favorite searches, click on "Save Search".
You can repeat this process if you want to add more cities / countries / dates to your favorite destinations.
To view and delete your saved searches, click on your photo on the top right of the home page and then on "My Searches". Favorite searches cannot be changed

Here is a video to explain you how to serve a search : Click Here


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4. Why is it important to save a search?

Saving a search is important for three main reasons:
- If the destination you are looking for is one of your favorites then it’s easier to save a search and launch it again any time you want it directly from “My searches”.
- Every time a home that matches your search is found, the house listing will appear on the dashboard on the homepage under the tab “They match my search”.
- The saved searches are useful for members that use the reverse search to find guests for their homes. In this way, when you save a search you will also be contacted by members that wish to host you since the search you saved matches their home description.


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5. How can I manage my saved searches?

To manage your searches:
- Place the cursor on your picture on the top right corner.
- Click “My searches” in the vertical menu.
- On the right side of every location you will be able to click on “email on”, “email off” to be advised every time a profile matches my search , “Launch this search” or “x” to delete the search.


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6. Where can I see the saved searches of other members?

To see the saved searches of other members:
-Open the member profile by clicking on their profile picture.
-In the profile click on the section “My saved searches” to access to this information.


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7. Where can I find a home that matches my search?

When you save a search, every time a new house is added to GuestToGuest it will be inserted in the section “They match my search” in your homepage. Once you log into GuestToGuest, click on “They match my search” in the dashboard. The dashboard is the main window in the homepage with sections like “Our newest home”, “They match my search”, “My favorites” and “They love my home”.


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8. How do I find members that want to visit my home?

To find members that want to visit your home, just click on the magnifying glass on the left side of the tab, like if you were going to launch a search but without typing anything in. Once the new page opens, select “reverse search” in the criteria of the search. This filter will show you all the members that saved your location in their searches. Please still check their saved searches on their profile. Some members save “anywhere” in their saved searches and they will always pop up in the results even if they are not particularly interested in your location.


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9. How can I add a home to my favorites?

To add a house to your favorite you simply need to click on the small heart located in the profile of the house in the top right corner. You can also add a house to your favorites directly from the search results just by clicking on the heart that will appear when you place the cursor on the top left corner of the picture. If you have succeeded to add the house to your favorites the heart will be red.

Here is a video to show you how to add your favorites: Click here!


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10. Where can I find my favorites?

To find your favorites, just click on “My favorite” section in the dashboard. The dashboard is the main window in the homepage with sections like “Our newest home”, “They match my search”, “My favorites” and “They love my home”.


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11. Where can I see that my home has been added to another members favorites?

To check if other members added your house to their favorites, click on “They love my home” section in the dashboard. The dashboard is the main window in the homepage with sections like “Our newest home”, “They match my search”, “My favorites” and “They love my home”.


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...Your account/friends

1. How can I edit my profile?


2. How can I view my public profile?


3. What are groups and clubs and why are they important?


4. Where can I find groups and clubs?


5. How can I complete my profile to 100%?


6. What happens if my profile is not completed to 100%?


7. How can I complete my profile in another language?


8. How can I edit the languages I speak?


9. What picture should I upload as my profile picture?


10. How do I create a home listing?


11. How can I complete my home listing to 100%?


12. What happens if I don’t reach 80% in my home profile?


13. How can I list or unlist my home ad?


14. What pictures should I upload to my home profile


15. How do I upload photos on my account?


16. I am experiencing difficulty uploading pictures


17. How can I complete my home profile in another language?


18. How may I preview my home listing?


19. How do I close my GuestToGuest account?


20. How do I update my calendar?


21. How do I create a “booked” period to my calendar?


22. How do I add an availability period to my calendar?


23. My home is unavailable for an indefinite period


24. How is the number of GuestPoints calculated?


25. How do I change the number of GuestPoints for my home?


26. How are the GuestPoints transferred during a non reciprocal exchange?


27. How do I change my deposit?


28. How do I rate my host / guest after our exchange?


29. How do I contact members?


30. Are there conditions to contact a member?


31. When will my home appear on the site?


32. How can I manage my automatic emails?


33. How can I add friends?


34. How can I remove friends from my friends list?


35. I referred a friend, why didn’t I receive my GuestPoints?


36. How do I translate the description of a home and profile of a member if it's in another language?


1. How can I edit my profile?

To edit your profile simply click on your profile picture on the top right of the toolbar. By clicking on the picture you will access your profile, you can edit both sections “About” and “Confidential Information” and change your picture, nickname and language spoken in the small window on the left.
Don’t forget to save all your modifications.


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2. How can I view my public profile?

To view your public profile:
- Place the cursor on your picture on the top right corner and wait for a menu to open.
- Click on “My profile” in the vertical menu.
- Click on “View my public profile” in the tab on the left, just under your profile picture.


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3. What are groups and clubs and why are they important?

Joining groups and clubs is very important because these can be used as criteria when you launch a search to organize an exchange. Sharing interests can increase the level of trust among members, enabling members to feel closer to you. From a total stranger you will become someone who shares their interests for ecology, good cuisine, photography and much more. Fellow members will also be able to see the groups and clubs you joined when asked to become friends. It’s indeed easier to build connections with peers that share your interests.


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4. Where can I find groups and clubs?

To find groups and clubs:
- Place the cursor on your picture on the top right corner and wait for a menu to open.
- Click on “My profile” in the vertical menu.
- At the end of the section “About” you can find groups and clubs by clicking “Manage my groups” and “Manage my Clubs”.
Here is a video that shows how to add groups and clubs to your profile:
Click here


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5. How can I complete my profile to 100%?

To reach 100% in your profile:
- Place the cursor on your picture on the top right corner.
- Click on “My profile”.
- Fill out all the mandatory information both in the section “About” and “Confidential Information” without forgetting to save these modifications.
- Upload a profile picture.


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6. What happens if my profile is not completed to 100%?

If your profile is not completed to 100% you will not receive the welcome gift of 250 GuestPoints.


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7. How can I complete my profile in another language?

To fill in your profile in other languages, firstly you need to reach 100% in the profile in your own language. Once your profile will be at 100% you will be able to select any language in the language bar located in every profile and fill in the information required in the language selected. Don’t forget to save your modifications.


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8. How can I edit the languages I speak?

To edit the languages you speak:
- Click on your profile picture located at the top right of GuestToGuest toolbar.
- In your profile page, just below your profile picture located on the left, you will see one or more flags representing the languages you speak, click on the button edit just next to them and you will be able to edit the languages.
- Don’t forget to save these modifications.


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9. What picture should I upload as my profile picture?

For your profile picture it is very important to pick a photo that resembles you, this will increase the trust other members have in you. Trust is the “real currency” for home exchanges so the more you can show you are a reliable member the more it will help you organize an exchange.


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10. How do I create a home listing?

To add a home listing:
- Place the cursor on your picture on the top right corner and wait for a menu to open.
- Click on “Add a new home” in the vertical menu.
- Fill out all the required information and upload 5 pictures to reach 100% in the home profile.


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11. How can I complete my home listing to 100%?

To reach 100% in your home profile:
- Place the cursor on your picture on the top right corner.
- Click on “My home”.
- Fill out the mandatory information in all the sections “Description”, “Beds”, “Comfort”, ”Home rules” and “Miscellaneous” that you will find under the window where you can upload pictures.
- Upload at least 5 pictures.
- Fill out the tab “My home” on the right of the main window where you are asked to fill out the “type”, “size”, “deposit” and “insurance”.
- Don’t forget to save the changes each time!


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12. What happens if I don’t reach 80% in my home profile?

If you don’t reach 80% in your home profile you will not be able to contact other members to organize an exchange with them.


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13. How can I list or unlist my home ad?

To list or unlist your home:
- Place the cursor on your picture on the top right corner and wait for a menu to open.
- Click on “My home” in the vertical menu.
- Click on “List” or “Unlist” on the top right corner of this page.
Here is an example of how to unlist your house: Click here


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14. What pictures should I upload to my home profile?

Please upload pictures of the interior and exterior of your home. You are welcome to include pictures of the surrounding area as well as popular attractions nearby, however it is important other members have a clear idea of your home.


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15. How do I upload photos on my account?

You can add two types of photos on the site:
- Your profile picture : in your profile, you can click on the default image to load or change your picture on the top left and choose a photo from your computer.
- Photos of your home: place the cursor on your profile picture, click on "My home" in the vertical menu. There, click on the button upload in the tab “photo” You can find tips for improving your photos. Please note that the image size must be less than 5 mb. If you wish, you can then send us your photos by email at contact@guesttoguest.com and we will do this for you.


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16. I am experiencing difficulty uploading pictures

If your photos load upside down or if they do not load, this is because the photo is too large. The picture need to be less than 10 Mb. In this case, it is necessary to crop it in Paint. If you wish, you can then send us your photos by email at contact@guesttoguest.com and we will do this for you.


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17. How can I complete my home profile in another language?

To fill in your home profile in other languages, in the language bar located in the description tab fill in the information required in the language selected. Don’t forget to save your modifications.


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18. How may I preview my home listing?

To preview your home ad simply access your home profile and click on the button “Preview home” in the top left corner of your home ad. By clicking on this button, you will be able to see how other members view your listing.


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19. How do I close my GuestToGuest account?

To close your account GuestToGuest, simply send a request by email to info@guesttoguest.com
If you just want to remove your home from the site temporarily, so it is not visible to other members, you can do so by selecting on the listing for your home at the top right, "hidden".


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20. How do I update my calendar?

To update your calendar, click on the profile of your house and on the calendar tab.
We offer 4 types of availability:
1 Available.
2 Unavailable.
3 Ask me.
4 GuestWanted.

You have to define a type of availability for default and if necessary add periods manually. You then have to define a type of default availability.
For example: You choose the default "unavailable" and you enter 2 periods of availability during your vacation. Alternatively, you choose a default period "Ask me" and you enter periods of availability in times when you wish to exchange and periods "Guestwanted" when you know you are not there. It is always good to accumulate GuestPoints :-)


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21. How do I create a “booked” period to my calendar?

The booked periods will automatically appear in your calendar after you accept the invitation request from your guest.


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22. How do I add an availability period to my calendar?

To add any kind of availability period in your calendar:
- Place your cursor on your profile picture and select “My home” in the vertical menu that will open up.
- In your home profile click on the tab “Calendar” in the main window.
- Select the dates in the section “add a new availability period” and select the type of availability (available, unavailable, guest wanted or ask me).
- Simply click on add and the calendar will be updated.


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23. My home is unavailable for an indefinite period?

If you already know that your home is not available for a period, we suggest that you add an unavailability period or a “ask me” period. To do so you simply need to access to your home profile and click on the tab calendar in the main window. Here you will find a button to add your chosen availability period, in this case “unavailable” or “ask me”.

If you don’t know for how long your home will be unavailable and you don’t wish to be contacted simply unlist your home ad for that period of time. You will be able to list it again when your home is available again.


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24. How is the number of GuestPoints calculated?

The number of GuestPoints for your home is calculated automatically by our website which takes into account your home's localization, its size, the number of beds and different equipment (TV, computer, etc.). This number is applicable by night and does not take into account the number of guests (limited to the number of sleeps).


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25. How do I change the number of GuestPoints for my home?

This number of GuestPoints per night is changeable. However, we recommend not to change the calculated value. It is preferable that your home is indeed neither undervalued nor overvalued to attract guests, but also to more easily validate your exchanges, and to be honest with respect to your guests in order to have positive ratings. To change the number of GuestPoints associated with your home, click on your home profile then on edit beneath the little red badge (top right of your home profile). You can change the number of GuestPoints within the recommended range for your profile that does not exceed 20%. For example, if we assign your home with 100 GP per night you must be within the range of 80 GP - 120 GP.

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26. How are the GuestPoints transferred during a non reciprocal exchange?

When the exchange is finalized, the GuestPoints are automatically transferred.


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27. How do I change my deposit?

To change the amount of the deposit associated with your home, go to the profile of your house. On the right side, you will be able change your deposit and other parameters such as insurance.


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28. How do I rate my host / guest after our exchange?

To rate your host or guest after an exchange, return to the exchange in your messages. The button will appear here and in the detail of the conversation.


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29. How do I contact members?

To contact members we advise you to research beforehand using the search box above or by clicking "search map". You will have access to a list of houses matching your criteria. From there you will be able to visit the profiles of members living in the houses that appeal to you. On their profiles, you will find a red button labeled "Contact." It allows you to send a message to the member to know whether he is available to welcome you into his home.


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30. Are there conditions to contact a member?

To contact other members, you must have your home profile filled at 80%.


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31. When will my home appear on the site?

When your home is published on the site, your ad will have to be synchronized with Google maps to be found in the searches. This synchronization is done almost instantly.


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32. How can I manage my automatic emails?

To manage your automatic emails:
- Place your cursor on your profile picture.
- Click on “Settings” in the vertical menu.
- By choosing “on” or “off” for every automatic email you will decide whether or not you wish to receive an automatic email for the selected case.

Here is a video to show you how to manage your automatic emails:
Click here!


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33. How can I add friends?

There are several ways to add friends:
- Open the profile of the member you wish to add to your friend list and click to the button “Add to my friends” located just below the profile picture.
- Click on the friends icon, the one resembling two people, at the bottom of this page you will find a link you can use to invite and refer friends.

Every time a friend that you have referred signs up and fills both his profile and home profile to 100% you will earn 50 GuestPoints.


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34. How can I remove friends from my friends list?

To remove a friend from your friend list:
- Click on the friends icon, the one resembling two people, find find the friend you want to delete in this page.
- Place the cursor on the small rectangle with the picture of the member you wish to remove from your friend list and a small “x” will appear on the upper right corner. By clicking on this “x” you will officially remove this member from your friends.


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35. I referred a friend, why didn’t I receive my GuestPoints?

You will receive your GuestPoints once the friend you have referred will fill out both his/her profile and home ad to 100%.


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36. How do I translate the description of a home and profile of a member if it's in another language?

When you click into the member's profile, you will see a "translate" button under the sentence "XXX has described his / her home in XXX". You then have the choice of translating to any of the languages listed. The same appears on the member's description of their home.


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...GuestPoints

1. What are GuestPoints?


2. Why were GuestPoints created?


3. How are GuestPoints calculated?


4. Can I change the number of GuestPoints?


5. How can I earn GuestPoints?


6. How long do GuestPoints last?


7. Is there a difference between GuestPoints that are bought and GuestPoints that are earned ?


8. Can I redeem GuestPoints for cash?


9. Can I change the amount of GuestPoints for a particular exchange?


10. Can a reciprocal exchange be organized with GuestPoints and if so why?


11. I don’t have enough GuestPoints to finalize an exchange. What can I do?


1. What are GuestPoints?

GuestPoints are the way that our members' hospitality is rewarded. Each time you invite GuestToGuest members to your home, these members will give you a certain number of GuestPoints to thank you. It is because of these GuestPoints that you are then able to be invited anywhere you like.


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2. Why were GuestPoints created?

GuestPoints were created to solve the following problem: imagine that some people from Germany really wanted to come to your home, but you are interested in going to Italy. Without GuestPoints a simple reciprocal exchange would be possible. With GuestPoints, the Germans can come to your home in exchange for GuestPoints, which you can then use to go to the Italian's home.


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3. How are GuestPoints calculated?

The number of GuestPoints suggested by the site is calculated taking into account the size of your home and the comforts available.


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4. Can I change the number of GuestPoints?

You can change the number of GuestPoints within the recommended range for your profile that does not exceed 20%. For example, if we assign your home with 100 GP per night you must be within the range of 80 GP - 120 GP. To edit your GuestPoints please click on the edit button and proceed to the GuestPoints symbol on the top right corner of your home profile.


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5. How can I earn GuestPoints?

There are several ways to earn GuestPoints.
1. Invite members to stay at your home. They will offer you a number of GuestPoints per night in exchange for your hospitality. The transfer of GuestPoints occurs automatically when the exchange will be finalized.
2. A second way to gain GuestPoints it to become a verified member. Verification is an optional service provided to our members for a fee of 25 euros, which increases trust between members.
3. GuestPoints are received for completing your profile, describing your home and adding pictures.
4. Referring friends you will earn GuestPoints if those friends register to GuestToGuest and complete their profile and home ad


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6. How long do GuestPoints last?

GuestPoints do not expire, they last forever.


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7. Is there a difference between GuestPoints that are bought and GuestPoints that are earned ?

No. A GuestPoint is a GuestPoint no matter how you have received it.


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8. Can I redeem GuestPoints for cash?

No. GuestToGuest does not buy back GuestPoints because of the overwhelming amount of GuestPoints that are given out for free when you first join.


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9. Can I change the amount of GuestPoints for a particular exchange?

To change the number of GuestPoints just for a particular exchange:
- click on the small envelope in the toolbar;
- find the message you exchange with the member for which you wish to change the number of GuestPoints per night required;
- click on the button “edit” where GuestPoints per night are displayed
- once you save your changes a notification of this modification will appear in the conversation window.


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10. Can a reciprocal exchange be organized with GuestPoints and if so why?

Yes, a reciprocal exchange can be organized with GuestPoints if the members organizing the exchange have two houses of different values, hence they feel it’s better to exchange the GuestPoints.


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11. I don’t have enough GuestPoints to finalize an exchange. What can I do?

If you don’t have enough GuestPoints you have the option to earn GuestPoints by hosting, getting verified or buying GuestPoints.

You can buy GuestPoints (GP) when you are finalizing an exchange. The GuestPoints you need will be automatically calculated and added to any other payments related to the exchange.

Here’s what they’ll cost:

  • First, GuestPoints are offered at 0,10€/GP until you reach a limit of 20% of the total number of GuestPoints of the exchange.
  • Then, if more GuestPoints are needed to finalize the exchange, they will cost 1€/GP.

 

Example A : if you are interested in an exchange which costs 1000 GP and you have 900GP, the finalization process will automatically calculate that you need 100 GP at a cost of 0,1€/GP, adding up to 10€.

Example B : if you are interested in an exchange which costs 1000 GP and you have 700GP, the finalization process will automatically calculate that you need 300 GP. The first 200 GP will be at a cost of 0,1€/GP, and the remaining 100 GP will be at a cost of 1€/GP, adding up to 120€.


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...The deposit

1. What is the purpose of the deposit?


2. How does the deposit work?


3. How is the deposit calculated and how can I change it myself?


4. Can I change the deposit just for a particular exchange?


5. Is the deposit directly debited from my account?


6. In case of damages when is the deposit debited?


7. When do I receive the deposit?


8. Will I be notified when the deposit is returned?


9. Does GuestToGuest do a due diligence check before and after stays?


10. If there is a conflict between a host and a guest, does GuestToGuest intervene to help solve the conflict?


11. What happens if the host and the guest cannot reach an agreement?


12. What is the fee that GuestToGuest takes on the deposit?


13. Who pays the fee on the deposit?


1. What is the purpose of the deposit?

On GuestToGuest, the deposit has 3 purposes:
1. Screening: only members who agree to pay the deposit that you require will be able to come to your home. This deters people with harmful intentions.
2. Incentive: your guests will have another reason to respect your home: the fear of losing their deposit.
3. Compensation: if something happens, the deposit will enable you to regain at least part of the damaged value.
Of these 3 purposes, the first one is by far the most important, as it helps you make sure the people you invite are not ill-willed. Thanks to that screening process,if your guests do break or damage something in your home there will most likely always be a way to find an agreement.


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2. How does the deposit work?

The steps for the deposit are as follows:
1. The host, in his listing, fixes the deposit he requires.
2. Following the pre-validation of the exchange by the host, the guest pays the deposit and commission. The commission is debited from the guest and he agrees to pay the deposit 30 days after the end of his stay if the host has not agreed to give it back.
3. At the end of the stay, the host has 10 days to report and justify to GuestToGuest the reason why he wants to keep the whole or part of the deposit. GuestToGuest then warns the guest. It is always better that the host and the guest discuss before GuestToGuest intervenes. After 10 days, the deposit obligation is cancelled.
4. In cases where the host pointed out to GuestToGuest his desire to keep whole or part of the deposit, the guest then has 10 days to give his consent or to notify GuestToGuest his disagreement. If the host and guest agree on the amount, the deposit is then charged and the amount selected is paid through bank transfer to the host. The remaining amount is given back to the guest.
5. If the host and the guest are unable to agree on an amount within 30 days of the end of the stay, the deposit is charged.
6. The deposit is then moved to a special account. GuestToGuest guards the deposit until a decision is made whether judicial or negotiated.
The functioning of the deposit works as follows:
Once the guest sends the invitation request, this gives permission to GuestToGuest to collect the amount of the commission and a payment obligation equal to the amount of the deposit. Thus in the example of a deposit of 500 euros, you are actually paying 17.5 euros (3.5% commission on the 500 euros). When the host accepts the invitation request of his guest, GuestToGuest debits the commission 3.5% (17.5 euros) on the amount of the deposit in compensation of the service of trusted third party and for the management of the payment solutions that it performs. However, the 500 euros will not normally be charged on the day of your departure, we will contact the host and if he agrees, we will cancel the deposit, however if this is not the case, you agree to pay the deposit if applicable.
For your information, on all exchanges made with the deposit since the creation of GuestToGuest, no deposit has been taken. All problems were resolved amicably.


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3. How is the deposit calculated and how can I change it myself?

You are completely free to set the amount of the deposit. A standard of € 200 for approximately every room of you house seems reasonable in many cases.


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4. Can I change the deposit just for a particular exchange?

To change the amount of deposit just for a particular exchange:
- click on the small envelope in the toolbar;
- find the conversation with the member for which you wish to change the amount of deposit required;
- click on the button “edit” where the deposit is displayed
Once you save your changes a notification of this modification will appear in the conversation window.


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5. Is the deposit directly debited from my account?

No, the deposit is not directly debited form your account. Only a commission of 3.5% of the deposit will be debited. By giving your banking details though, you agree to be charged for the entire amount of the deposit or part of it in case of damages.


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6. In case of damages when is the deposit debited?

The host has 10 days to report to GuestToGuest his will to keep the deposit for a damage. The Guest will have other 10 days to give his consent or report his disagreement to GuestToGuest. If an agreement is reached in these 10 days, the amount of the deposit or part of it will be charged once the agreement is set between the members. If the guest can’t find an agreement with the host after the 10 days deadline, the deposit will be charged entirely and moved to a special account until a decision, whether judicial or negotiated, is taken.


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7. When do I receive the deposit?

Once the exchange is over, GuestToGuest will contact immediately the host to ask for his/her feedback. The host has 10 days to report to GuestToGuest any damages. If no problem arises they will release the “block” in your account in the 10 days following the exchange. GuestToGuest never debits your account for the deposit amount, it just registers your agreement to pay the deposit in case of damages. In case of damages, see the question specifically related to it.


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8. Will I be notified when the deposit is returned?

No, the deposit will be released within 10 days following the exchanges if no problem arises. GuestToGuest never debits your account so you will not receive back money but the “block” on your account will be released.


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9. Does GuestToGuest do a due diligence check before and after stays?

No. GuestToGuest does not take part in any way in the process of determining the deposit or the value of damages. GuestToGuest is simply a neutral trusted third-party that withholds the funds of the deposit. GuestToGuest cannot be held responsible if a home is damaged or if there is any financial loss to any of the parties linked to the deposit.


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10. If there is a conflict between a host and a guest, does GuestToGuest intervene to help solve the conflict?

No, the role of GuestToGuest is limited to being a trusted third party for the funds from the deposit and to provide a framework for negotiation in case of dispute. For your information, on all exchanges made with deposit since the creation of GuestToGuest, 98% of the exchanges did not have any problems. For the remaining 2% in all cases an agreement between the hosts and the guests was reached in less than a week without the deposit being charged. The average amount for compensation is 100 €.


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11. What happens if the host and the guest cannot reach an agreement?

The deposit is debited after 30 days and it is retained in a special account until a friendly agreement or a judicial one is reached.


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12. What is the fee that GuestToGuest takes on the deposit?

GuestToGuest takes a fee of 3.5% of the value of the deposit.


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13. Who pays the fee on the deposit?

The guest, as part of the invitation process.


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...The insurance

1. What is the insurance?


2. Who provides the insurance?


3. What are the insurance benefits?


4. How do I require insurance for my home?


5. What does it mean when insurance is mandatory?


6. How much does the insurance cost


7. What are the different insurance options?


8. Why can’t I edit the insurance?


9. How can I edit the insurance just for a particular exchange?


10. The host cancels an exchange for which I’m insured, what should I do?


11. I wish to cancel an exchange for which I’m insured, what should I do?


12. My home was damaged, what should in do?


13. I broke something in the host's house, what should I do?


1. What is the insurance?

The insurance is an optional service GuestToGuest offers to its members in partnership with MAIF. The insurance can be signed intentionally by the guest or by obligation of the host. This service presents different options and covers a multitude of cases that you can find specifically in the insurance page. To access to this page just click on the insurance button located at the end of every page.


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2. Who provides the insurance?

The insurance is a service GuestToGuest offers in partnership with MAIF, one of the biggest insurance companies in France.


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3. What are the insurance benefits?

This insurance has the advantage of covering many cases of cancellation or interruption of stay for each guest without making any difference, but above all, it also covers, in many cases, if your host is forced to cancel, and you cannot find another equivalent exchange. The maximum amount of guarantees is determined by the length of stay and the option chosen.


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4. How do I require insurance for my home?

To set the insurance for your house:
- place your cursor on the profile picture located on the right side of the toolbar;
- click on the home listing you wish to set the insurance for in the vertical menu;
- in the home listing go on the tab on the right side below your picture, you will find the insurance in this tab;
- click on edit and decide whether you want to set it as mandatory or optional;
- Don’t forget to save this modification!


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5. What does it mean when insurance is mandatory?

The host can set the insurance as mandatory for his guests. In the case, the guest in order to finalize the exchange will need to pick an insurance option and pay the amount required.


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6. How much does the insurance cost?

The insurance service ranges from a minimum of 4 euros per day to a maximum of 35 euros per day. Every option offers a related maximum amount of coverage.


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7. What are the different insurance options?

You can find the insurance options in the table located on the insurance page.
Click here to view the table


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8. Why can’t I edit the insurance?

Once the exchange is pre-approved, the host can’t edit the insurance. If the host wishes to set the insurance differently either mandatory or optional, he will need to cancel the exchange and ask the guest to send him the request again.


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9. How can I edit the insurance just for a particular exchange?

To change the insurance just for a particular exchange:
- click on the small envelope in the toolbar;
- find the message you exchange with the member for which you wish to change the amount of insurance required;
- click on the button “edit” where the insurance is displayed, here you can decide whether to set the insurance as mandatory or optional
Once you save your changes a notification of this modification will appear in the conversation window.


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10. The host cancels an exchange for which I’m insured, what should I do?

I send an email to maif@guesttoguest.com. In this email, I describe the reasons for the cancellation, with the number of the exchange (visible in the details of the exchange)... If possible, I will insert the necessary documentary evidence (i.e. medical certificate...).In this case, since I’m the one insured, I will be responsible to collect and send all the relevant documents.


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11. I wish to cancel an exchange for which I’m insured, what should I do?

I send an email to maif@guesttoguest.com. In this email, I describe the reasons for the cancellation, with the number of the exchange (visible in the details of the exchange)... If possible, I will insert the necessary documentary evidence (i.e. medical certificate...)


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12. My house suffered damages, what should I do?

I contact my guest and ask him to make a statement via e-mail and send it to maif@guesttoguest.com. I inform about the incident, attaching photos showing the damage and any other documents (i.e. invoices) to assess it, specifying the number of the exchange (visible in details of the exchange) ...


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13. I broke something in the host's house, what should I do?

I send an email to maif@guesttoguest.com. In this e-mail, I describe the incident with photos showing the damage provoked and any other documents (i.e. invoices) to assess it, and specifying the number of the exchanges (visible in detail exchange). Of course, I also inform my host!


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...The verification

1. What is verification?


2. What are the benefits of verification?


3. What documents do I need in order to become verified?


4. My home utility bills are not in my name


5. Do I need to verify each of my homes?


6. How can I verify my second home?


7. How long does it take to get verified?


8. How can I recognize a verified member?


9. I only wish to be contacted by other verified members.


1. What is verification?

Our verification service enables you to show other GuestToGuest members that you are a "real person", whose ID has been checked and pre-approved by the website and that you also possess a "real" home. To become verified, you will need to:
• 1 Pay the 25 euro fee for the service.
• 2 Choose one of the following options to get your ID to us: o
- A document of identity (a scan or a picture of your ID OR PASSPORT) o
- A proof of address (a link to the yellow pages* a scan of an electricity, gas or telephone bill not older than 6 months or a lease agreement.) *please translate this depending on your country. In most countries white pages are for home phones and yellow for business.
We can also organize a Skype call to finalize your verification.
Don't hesitate to contact us for further queries.


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2. What are the benefits of verification?

The verification has several benefits:
- Increased trust: Our team will check both your identity and your house, and once verified other members will know that you are real person and that your house is real so they will trust you more. You will have the green check mark on your profile to allow other members to recognize you as a verified member;
- Increased visibility: Your home will appear at the top of search results;
- Increased chances to organize an exchange: 75% of the exchanges take place between verified members;
- GuestPoints: for your first verification, you will earn 500 GuestPoints.


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3. What documents do I need in order to become verified?

After paying for the verification, you need to send to us at verification@guesttoguest.com:
- A document of identity (a scan or a picture of your ID OR PASSPORT)
- A proof of address in your own name (a link to the white pages, a scan of an electricity, gas or telephone bill not older than 6 months or a lease agreement.)


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4. My home utility bills are not in my name

If bills of your house are not in your name, in order to complete the verification process you will need to attach the ID of the person whose name is reported on the bill.


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5. Do I need to verify each of my homes?

Yes, you will need to verify every house separately. As the verification is a way to prove both your identity and the existence of your house, GuestToGuest will need every time the documents required to check if your house is real and if you are responsible for it. For this reason for every house you will need to send an ID and a proof of address (bill, deed, link to the white pages). Every verification after the first one will cost only 15 euros and it won’t earn you any GuestPoints.


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6. How can I verify my second home?

To verify your second house:
- Click on your profile picture in the top right corner of the homepage;
- click on the button “view my public profile” in the left tab just below your profile picture;
- select the “Homes” section in your profile and here you will find a green button to verify your second house.


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7. How long does it take to get verified?

You will get verified as soon as our customer service checks your payment and the documents you have sent. If everything is correct, you will be verified right away.


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8. How can I recognize a verified member?

You will be able to recognize a verified member by a green symbol located both on the profile picture and the home ad pictures.


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9. I only wish to be contacted by other verified members

If you have been verified, you can decide to be contacted only by verified member. To do so:
- place the cursor on your profile picture at the end of the toolbar; -click on “Settings”
- here you will find a button “on”/ ”off” just at the top of the page with the caption “ I want to be contacted only by verified members”.


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...Site tips and tricks

1. Where can I change the language?


2. Where Can I find the informative pages?


3. How can I go back to the homepage?


4. What is the dashboard and how does it work?


5. How does the toolbar work?


6. How can I contact the Customer service?


1. Where can I change the language?

To change the site language, hover your mouse over your profile picture and select "Settings" in the drop down menu. Here you will find all of our available options.


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2. Where can I find the information pages?

You will find all the pages with additional information such as Who we are, How it works, Testimonies, Blog, Partners, FAQ, Press, Insurance, Terms of Use, Privacy, Disclaimer, Contact us, at the bottom of your screen.


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3. How can I go back to the homepage?

To go back to the homepage click on the GuestToGuest logo located on the top left corner.


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4. What is the dashboard and how does it work?

The dashboard is the main tab you see once you log into GuestToGuest. The dashboard displays different section such as “New Homes”, “They match my home”, “My favorites” and “They love my home”.


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5. How does the toolbar work?

The toolbar is the bar at the top of GuestToGuest page. It includes different icons from the small envelope for the messages to the user icons for your friends. You can interact with every icon by clicking on them or by placing your cursor on them waiting for a vertical menu to open.


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6. Who do I contact if I need help?

- To contact customer service simply send an email to contact@guesttoguest.com


- In the bottom left corner of your screen there appears a live chat option. This consists of a group of GuestToGuest members who are familiar with our service and know about the processes of completing a GuestToGuest exchange. You can contact them directly here by typing your question and it will immediately be answered by one of these members. The chat will appear as per the language your have the GuestToGuest website set to, and be answered accordingly. Please be advised that when no members are active on the live chat to answer your questions, the option will not appear on your screen, it will be replaced by the need help option.


- The need help option allows you to send a direct message to the GuestToGuest team which they will then reply to directly to your email address.


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