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Because utilities are included in a Member’s weekly rate, Hosts are encouraged to estimate monthly bills and increase the efficiency of the home before listing on PadSplit. 

Occasionally, even the best prepared Hosts will encounter a higher than usual utility bill. A higher utility bill can be due to several factors:

A maintenance problem like a leaky pipe, faulty thermostat, etc.

A billing issue with the utility provider like a rate change or new billing schedule

responsible for using the home’s utilities in an efficient manner

. If a Host believes that a higher than usual utility bill is due to Member misuse, the costs may be passed on to Members. Please note:

Because utility bills do naturally fluctuate, only bills that are more than 15% above last month’s bill will be considered. In addition, only costs in excess of said 15% are eligible for pass through.

PadSplit encourages all Hosts to purchase unlimited internet contracts for their homes. Therefore, bills from internet service providers will not be considered.

To initiate a request for extra utility costs to be passed through to Members, please email 

The utility bill from the opposite season (if the home has been a PadSplit during that season)

Proof of a related maintenance inspection (ie. if a water bill, a plumber should be sent out to check for leaks)

Our team will review your documentation in a timely manner. If the documentation points to Member misuse of utilities, PadSplit will bill Members accordingly (in general, if there is no clearly responsible Member(s), PadSplit will split the amount due to the Host and bill each Member of the house). PadSplit will inform Members about the charge and encourage them to do their part to normalize usage and prevent another overage.

I received a higher than usual utility bill. What should I do?

Many PadSplit Hosts choose to utilize the 

platform and brand of locks. Below, you'll find some useful tips for troubleshooting a Remotelock. For issues that this guide does not cover or work for, please contact Remotelock’s Support Team directly. On Remotelock's 

, you will find detailed installation instructions, FAQs and their Support Team’s contact information.

Please refer to the instructions manual when installing lock hardware. Hire a trained professional if need be.

Once the lock is secured on the door and batteries have been installed, you will have to wake the lock up. Do this by punching in 123456# (lock will beep once) and then punch in 135# (lock will beep again). Open your wifi setting on your phone and or laptop and find the connection for remotelock. Connect to “remotelock wifi”.

For apple devices simply open your internet browser and you will be redirected to a connection page. On this page you will see all available networks that the lock can be connected to. Find your personal wifi connection that you have installed in your home and click connect. You will be prompted to enter your password. If done correctly, the lock will beep twice, and your connection is finished. For android devices you will have to enter the connections pages manually. Do this by typing 192.168.0.1 into your internet browser and follow instructions above. This process will be the same if your lock ever loses its wifi connection and you have to restore.

If you have chosen to use Remotelock please set up an account with Remotelock by going to https://www.remotelock.com and clicking "create account".

To add a lock, click on devices and then click add new device. You will need to register your address in the system and then follow the prompts and enter the serial number that is located on the outside of the box the lock came in. If all is done correctly you will now have a lock that is synced to the website for monitoring. If you are prompted that the serial number is not registered then your lock is not connected to wifi and you will need to repeat the process of connecting the lock to the wifi.

Once your lock is connected the default programming code (123456#) will be changed to a unique number. This can be found under settings and programming code. You will need to enter this unique number in order to change any local pins or add new ones.

Remotelocks will lose connection with wifi from time to time. If this happens, you will see your lock appearing offline on the website. You will lose the ability to generate new codes and monitor the lock if it is offline. Please refer to the connection tips above to restore wifi to the lock. Unfortunately this can not be done remotely and you will have to be on site/near the lock to complete.

Door latch malfunction. Another issue that has been found in these locks is when entering the code, the lock will disengage however it will not allow the door to be open. When this happens, the internal mechanism is not adjusting. In order for this to be repaired the lock will have to be disassembled and the locking mechanism will need to be reset.

If you require any further assistance with your Remotelock please contact Remotelock’s Support Team. On Remotelock's 

Remotelock Guide

PadSplit Hosts are responsible for completing all maintenance requests. With the exception of emergency scenarios, 

through your dashboard is the only way to notify your Host and ensure that your request is addressed. Once the ticket is submitted, you can communicate with your Host and follow the status of the repair.

Below are generalized response time guidelines for your maintenance request. These times may vary due to holidays/weekend availability of your Host or necessary servicing company availability. If you feel that your ticket has not been addressed according to these guidelines, please 

*If you or your PadMates are in immediate danger, always call 911 first.

 After calling 911 if appropriate, please submit a maintenance ticket and 

Death (ie… a smell that can not be explained coming from a room)

A sighting of a large amount of blood or waste and any sign of a bio-hazardous material being present 

Lack of electricity (not due to a temporary localized service interruption)

Examples of Requests that will typically take Hosts up to 24-48 Hours to respond to:

Clogged toilet if there is no other shared bathroom

Walkways, stairs and driveways needing to be shoveled and salted after a snowstorm

Replacement for a fire extinguisher that is empty or that was used

Smoke detectors that are missing or are in need of batteries

Fire Stops that are missing or are in need of replacement

Low hanging or missing gutters (fallen off after storms or heavy winds)

Examples of Requests that will typically take Hosts up to 1 Week to respond to:

Non essential interior light stops working

Mold in bathrooms, bedrooms or in common areas

Examples of Requests that will typically take Hosts up to 2 weeks to respond to:

Damaged flooring or carpet that does not create a walking hazard

Toilet paper holders/towel racks broken or missing

Guidelines for Host Maintenance Response Times

Due to emergency damage or incidents, PadSplit reserves the right to inactivate any rooms or homes that may have become unsafe or otherwise uninhabitable. 

 After the necessary repairs and remediation have taken place, your rooms will be reactivated according to the following protocol. 

 If you are a JV Host, our Property Management team will inspect the home and give approval for the rooms/home to be reactivated. 

 If you are Platform Host, please contact Customer Support when the rooms/home are ready to be reactivated. You will have to certify that the rooms/home are now up to PadSplit standards in order to have them reactivated.

Reactivation After an Emergency Policy

PadSplit provides a maintenance ticketing service that allows members to submit tickets directly to hosts. Our team works hard to work through and eliminate unnecessary tickets, but good judgement is required to triage and respond to tickets effectively.

In general, emergency tickets should be responded to within 24 hours: These include:

Safety risks (for example, trees damaged in a storm that are at risk to fall on the house)

All other (routine) maintenance tickets should be responded to in less than 72 hours.

How do I manage maintenance tickets for the property?

Unlike a traditional rental, utilities are included in the price paid by members. Therefore, it is incumbent upon the host to ensure that the utilities are turned on and paid prior to listing the property.

How do I manage utilities for the property?

An in-person, twice-monthly walkthrough of the property, including the member’s rooms that serves as an opportunity to protect your investment and ensure that the property is operating efficiently and effectively. Use the PadSplit checklist form that outlines everything to check for including safety, maintenance, cleanliness and utility efficiency.

This also allows you to address resulting concerns. Savvy hosts find ways to make this part of how every visit to the property is conducted so that it doesn’t require an additional trip. Other hosts have even managed to enlist the help of a trusted long-term member to complete these inspections in exchange for a small discount off membership dues, such as $5/week, in exchange for weekly updates and pictures.

For any concerns - take as many photographs as possible and complete the following form to get in touch with our team. 

What is a property inspection?

On the Host dashboard, PadSplit uses “True Occupancy” to show occupancy at your property. This calculation is intended to highlight the rooms that need attention (rooms that are inactive, in "flipped" status, or rooms waiting to be booked).

= Occupied Rooms/Total rooms at active properties

Rooms with a scheduled move-in for that day

Rooms with a scheduled move-out (excluding move-out date)

All active and inactive rooms, regardless of room status

How is occupancy calculated?

Everything a Host needs to know -- from listing to operating a home -- to succeed with PadSplit.