Padsplit Training

Stay updated on the status of all your company's support tickets.

Customer portal

At PadSplit we are problem-solvers, looking to solve the affordable housing crisis – one room at a time. We believe everyone deserves the opportunity to access safe, clean housing options. 

Our Members and Hosts play an essential role in creating affordable housing solutions.   Shared housing works best when each member and host feel safe and respected.

The housing options accessible through the PadSplit platform are not public accommodations, but as provided in our host agreement, we still expect hosts will conform to all applicable federal, state, and local laws that apply to housing. State and local jurisdictions may expand the federal protections afforded to people in their jurisdictions..

These principles include any action against members on the basis of race or 

(gender identity or sexual orientation), 

national origin, familial status, or disability.

In complying with applicable housing laws, A PadSplit host cannot do the following: 

Impose different rules on the basis of any of the above categories

Reject a request to book a room on the basis of any of the above categories 

Discourage or indicate a preference on the basis of any of the above categories

A host may provide factual information about the house and the room that could possibly make a room or house unsuitable for guests of a certain age or disability. However, a host may not decline a member based on actual or perceived disability. A host cannot charge additional fees in connection to the member’s disability, including fees connected to a member’s need for a service animal. You can find more information on PadSplit’s service animal policy 

. A host cannot inquire about the nature or severity of a potential member’s disability. But a host can discuss with a potential member factual elements of the house and room to determine whether the house would be a good fit for the member.

The above policy is not intended to be legal advice or guidance. Hosts should confer with legal counsel in their local jurisdiction should they have individual questions or concerns on the above policy. 

PadSplit Anti-Discrimination Policy

CSAT is short for “Customer Satisfaction Score” and it is a way to measure how satisfied your Members are with their experience. The score is measured 1-5, with 5 being the highest.

What does the question look like to Members?

Members are prompted to answer the following question every 2 weeks when they go through the payment flow: 

“Let your host know: how satisfied are you with your home and housemates?”

After giving a score they can provide an optional comment that answers the question: “How can your host improve?”

Don’t worry, we never give a single Member’s score more weight in our calculation of your average CSAT, no matter how often they provide a rating.

PadSplit calculates CSAT in two different ways to give you an accurate view into your Members’ experiences.

 This calculation averages the most recent score given by any Member who has lived in your house. If a Member gives a new rating, your Current CSAT score is “updated” to reflect their current sentiment. 

 Average CSAT uses the average of every score a single Member has provided for a given property, then averages those scores together for a composite property score. This will give you a better idea of your CSAT over time.

We hope that hosts will view the CSAT score as a measure of how well their properties are performing and use it to guide improvements to the home and Member experience. It is a trove of information from your Members!

What is Member CSAT?

The bulk of cleaning responsibilities fall on the members--it is simply uneconomical to provide cleaning services for distributed properties frequently enough. That said, we recommend the provision of a once-monthly cleaning service, to be focused on non-urgent, collective responsibility areas. This cleaning should take no more than 30 minutes. Common tasks for these cleaners may include: 

Tidying mail and other general common area clutter

This is a good practice to maintain the quality of your property for incoming members, and the cost of the cleaner’s time should be included in the membership dues.

Am I responsible for cleaning the home?

You must conduct a quality assurance check while members are living in the PadSplit.

An in-person, twice-monthly walkthrough of the property, including member’s rooms

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:

Do I have to check on the property while members live there?

Whether you are selling a PadSplit you already own or contemplating buying an existing PadSplit from a current owner, there are several steps to take and considerations to make.

For a detailed outline of the process of selling and buying existing PadSplits, please see 

For existing PadSplit Owners, it is extremely important to contact our Support team to inform them of your intention to list the property. You must complete all of the steps you are responsible for in this transition.

I am thinking about selling/buying an existing PadSplit property. What do I need to know?

Your ranking is a direct reflection of how Members feel about your property (see 

Provide a positive move-in experience for your Members

Direct Members toward the appropriate outlets for non-maintenance issues

Submit a rules violation report
Member messenger and inter-house communications
Chores tracker

Remove keys and terminate Members where applicable 

Communicate clearly and often with Members

Visit your PadSplits on a regular basis to stay ahead of unreported issues. We also know Members feel more accountable when they can put a face to the property! 

Remember that your ranking reflects your position compared only with 

. Prospective Members will not see your numerical ranking and will not see ratings from other Members. 

If you want to rise in the ranks, consider going above and beyond, for example:

Responding to Member feedback, even when it seems unnecessary 

Understanding your Members and their needs

Property rankings are calculated using reviews that Members leave for your property. All of your property reviews can be viewed under the 

We use a composite score and bayesian statistics to calculate your ranking. This means that no one Member can unduly influence your score and you’ll have a rank even if you only have one review.

We average each score that a Member has provided for you during their stay at your property so the Member has one composite score. 

We then average all scores from all Members who have stayed at your property to give a property score. 

We only use reviews that were left in the last year to make sure that your scores aren’t permanently influenced by a particular group of Members. 

Members can sort property listings by ranking, with the highest ranked properties showing at the top of the results within the search area. This means that if you have a better ranking, more Members will see your property in their search results. You’ll get a broader group of prospective Members and your property is likely to be booked faster. 

How can I improve my property ranking?

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

Owner Responsibilities