Conditions and details of the Service Plus offer

(i) Service Plus pricing:

The price of Service Plus is identical for all our Members and is set at €10 per night, per exchange, regardless of the number of occupants as a result of the exchange, regardless of the good exchanged.

(ii) Amount of the security deposit:

The amount of the security deposit is identical for all our members and is set at €500, per exchange, regardless of the number of occupants as a result of the exchange, regardless of the good exchanged.

(iii) Amount and conditions of cover in the event of property damage:

Property damage is the destruction, loss, theft or damage to real property (walls, roof, doors, windows, etc.) or furniture (furniture, linen, decorative items, etc.) leading to damage suffered by the Host Member.).

If the Guest Member or the occupants caused the property damage, GuestToGuest shall reimburse this damage up to a maximum of €500,000 under the property damage cover. However, the maximum amount of reimbursement in the event of property damage shall not exceed the value of the furniture declared under the insurance for the Residence of the Host Member.

Property damage caused by an animal during the Guest Member's stay shall only be reimbursed by GuestToGuest up to a maximum of €1,000.

The Host Member shall receive compensation provided he or she declares the damage within 10 days after the departure of the Guest Member to the GuesttoGuest team and provided he or she presents the following items to GuesttoGuest:

  • Proof of damage (statement and photos if applicable)
  • Original invoices if possible
  • Quotation or estimate for replacement/repair
  • Submission of his or her own home insurance for damages above €5,000

The Host Member shall be compensated up to:

  • Either the repurchase/repair cost for the damaged good on a receipted invoice for the replacement/repair on the damaged good
  • Or an amount corresponding to the value of the damaged good, taking into account its age-related depreciation

The guarantee excludes material damage to the following goods:

  •  vehicles (car, motorized two-wheelers, or otherwise, etc.)
  •  art and collectibles
  • valuables (jewelry, precious stones, watches, furs, and firearms)
  • instruments of payment (whatever the form: cash, checks, holiday vouchers, etc.)

The Host Member agrees to secure this property prior to the exchange and is fully responsible for it.



(iv) Amount and conditions of cover in the event of theft:

In the event of theft in the Host Member's home by the Guest Member or the occupants, the damage suffered shall be reimbursed by GuestToGuest up to a maximum of €500,000 under the property damage cover.
The maximum amount of reimbursement in the event of theft shall not exceed the value of the furniture declared under the insurance for the Residence of the Host Member. The Host Member shall be entitled to compensation provided that he or she submits the following:

  • original invoices for stolen items
  • report for theft
  • Devis ou estimation de remplacement/de réparation
  • a handwritten statement made upon honour by the host
  • and, where applicable, receipted invoices for the replacement of stolen objects

The guarantee excludes  the following goods:

  •  vehicles (car, motorized two-wheelers, or otherwise, etc.)
  •  art and collectibles
  • valuables (jewelry, precious stones, watches, furs, and firearms)
  • instruments of payment (whatever the form: cash, checks, holiday vouchers, etc.)

The Host Member agrees to secure this property prior to the exchange and is fully responsible for it.

(v) Amount of the deductible payable by the Guest Member in the event of accidental damage

In the event of accidental damage covered under Service Plus, the Guest Member shall remain liable for a deductible, which will be deducted from the Deposit.
The amount of the deductible is a one-time amount and is set at €100 per damage.

(vi) Amount of the deductible payable by the Guest Member in the event of wilful damage

In the event of wilful property damage or damage caused by abnormal behaviour on the part of the Guest Member or the occupants, and not respecting the lifestyle rules specified by the Host Member before the exchange, an amount up to the cost of the damage caused will be deducted from the Deposit. If the damages exceed €500, the Deposit will be fully debited, and the Guest Member will remain liable for the balance to GuesttoGuest. Damage suffered by the Host Member will be processed in accordance with the property damage cover.

(vii) Amount and conditions of cover in the event of cancellation by the Host Member:

In the event of cancellation by the Host Member, and if GuesttoGuest is unable to find a replacement Residence whose basic amenities (see (x)) are equivalent to those of the cancelled Exchange, the Guest Member shall be entitled to:

  • Either a full refund of the Service Plus fees paid for the cancelled Exchange
  • Or financial compensation up to €100/night for re-housing (upon submission of invoices for payment of replacement accommodation on the same dates as the cancelled Exchange)
  • Or financial compensation up to €100/night for reimbursement of non-refundable expenses directly related to the cancelled Exchange (upon submission of invoices, for which the impossibility of reimbursement is otherwise proven - airline tickets, train ticket, etc.)

For example, if the cancelled Exchange was for four nights, the Guest Member will be entitled to a maximum refund of €400 for such non-refundable transport tickets.

(viii) Amount and conditions of the guarantees in case of non-compliance of the Residence:

In the event of non-compliance of the Residence, and if GuesttoGuest is unable to find a replacement Residence whose basic amenities (see (x)) are equivalent to those of the cancelled Exchange, the Guest Member shall be entitled to:

  • Either a full refund of the Service Plus fees paid for the cancelled Exchange
  • Or financial compensation up to €100/night for re-housing (upon submission of invoices for payment of replacement accommodation on the same dates as the cancelled Exchange)
  • Or financial compensation up to €100/night for reimbursement of non-refundable expenses directly related to the cancelled Exchange (upon submission of invoices, for which the impossibility of reimbursement is otherwise proven - airline tickets, train ticket, etc.)

For example, if the cancelled exchange was for four nights, the Guest Member will be entitled to a maximum refund of €400 for such non-refundable transport tickets.

(ix) Non-Compliance criteria for a Residence in order to benefit from the non-compliance guarantee:

A Residence is considered non-compliant when it has any of the following characteristics:

1) for any offer:

  • No electricity
  • No running water
  • No hot water
  • No refrigerator or refrigerator out of order
  • No functional cooking element (oven, hob, microwave)
  • Significant presence of pests (rats, cockroaches, etc.)
  • Total lack of a functional bathroom
  • Inability to close a door or window on the ground floor overlooking a public space (street, building courtyard)
  • Faulty roof resulting in the interior of the dwelling not being protected from rain
  • Lower sleeping capacity than the number of guests declared in the exchange

2) when expressly indicated that it would be provided:

  • Heating in the occupied rooms which does not permit the maintenance of a temperature above 18°C
  • Air conditioning in the rooms which does not permit the maintenance of a temperature lower than 35°C
  • Unusable swimming pool (no water or water quality making swimming impossible)
  • No WiFi or WiFi out of order
  • Disabled access declared but not provided for one of the following rooms: bedroom, kitchen, bathroom, toilet, lounge
  • No lift or lift out of order if the Residence is a flat located above the 3rd floor

(x) Basic amenities for a replacement Residence in case of cancellation by the Host Member or non-compliance

The basic amenities of a replacement Residence are as follows:

1) for any offer:

  • Sleeping capacity corresponding to the number of guests
  • Hot and cold water supply
  • Power supply
  • Refrigerator
  • Bathroom
  • Cooking element

2) when expressly indicated that it would be provided:

  • Swimming pool
  • Wifi
  • Disabled access
  • Lift

3) Location:

Furthermore, the replacement Residence must be located in the same urban area if the Residence was located in a city centre, less than 5 km from a beach if the Residence was located less than 5 km from a beach, and less than 50 km from the original Residence for other cases.

(xi) Personalised assistance, 24 hours a day, 7 days a week

Our telephone, email and live chat help line is available Monday to Friday from 10 am to 6 pm. Our 24-hour, 7-day a week emergency assistance is available via email only, at sos@guesttoguest.com.

(xii) Uncovered geographical area

Any Residence posted on the website is eligible for Service Plus damage cover unless it is located in a country that the UK Foreign and Commonwealth Office has determined is not suitable for travel.