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Customer portal

Hosts can turn on booking approvals for any given property either during property onboarding or from the property list in their host dashboard. 

If this feature is enabled for your properties, a Member will be able to request to book your room and input an optional message. You will receive an email with the booking request and information about the Member, including:

If they have had any evictions in the past 7 years

If they have had any keys removed from a prior PadSplit occupancy

The message they input at booking (if available)

This information is also available in the Requests section of the member list under “View more”. 

You can click through the email or the member list to view the Member’s profile and reject or accept the booking. If you take no action after 24 hours, the Member will be automatically approved. Any Member of your property team can approve or reject a booking.

Members will not be able to re-request a room at the same property, so please take care when rejecting a member that you really do not want them to live at your property. 

Members will be able to request booking at any other property in your portfolio after being rejected. 

There is certain information that we do not collect about members and which should not be used as a reason for rejection (e.g. how long the member has worked at a certain job)

Know your fair housing obligations. Certain types of rejections, such as for a service animal or the member’s gender, are generally not compliant with fair housing.

How can I approve Member bookings?

Move-in day is an important day for both Members and Hosts! As a Host, it is your responsibility to triage any move-in issues.

If something goes wrong during a Member's move-in or if a Member just likes another room better, you can easily move them to another room or property through your Dashboard. In addition, you can utilize this same tool to transfer a Member after a Member’s move-in if any issues (such as an emergency maintenance concern) arise. In all cases, please be sure to communicate and agree to transfers with the affected Member before processing the transfer.

A full tutorial on using the move a Member feature is available through this 

How can I move a Member to a different room or property that I manage?

At PadSplit, we are actively working on features to give you insights into Members’ experiences in your home. Currently, we are showing information around Member move-in ratings. Go to the Performance page in your dashboard to see trends over time, property breakdowns, comparisons to other homes on the platform and individual feedback! 

For more information on how to manage successful move-ins, see “

I have a move-in scheduled for my home. How do I prepare for move-in day?

What should I do on a Member's move-in day?

How do I know if my move-ins are going well?

PadSplit will send Hosts an email notification when a room in their home is booked. The move-in day will generally be at least 48 hours in the future, giving the Host plenty of time to complete the necessary preparation. Below, please find a breakdown of the three steps a Host should take before a scheduled move-in.

1. If the room was turned and prepped for the next Member awhile ago, a Host may want to double check its readiness for the next Member. 

custom move-in instructions that you previously entered for the home

 are still  correct and make any necessary updates. The custom move-in instructions will be automatically sent to the Member on the day of their move-in. 

3. For security reasons, each Member of the home should have their own unique lock codes. The Host will need to create the new custom lock codes for the new Member and enter them into the PadSplit platform. The custom lock codes will be automatically sent to the Member on the day of their move-in. Note: 

If a Host utilizes the RemoteLock system, new codes will be auto-generated and included in the email.

PadSplit will take care of all other communication before move-in day.

PadSplit will alert the other Members of the home to expect a new Member move-in.

In advance of move-in day, PadSplit will email the Member any necessary information.

 for more information on triaging move-in day issues.

Move-in day is an important day for both Members and Hosts! As a Host, it is your responsibility to triage any move-in issues, such as when a Member has lock problems or trouble locating the home. Details for the move-in day communication process are listed below: 

The day before a scheduled move-in, PadSplit will open a messaging line between the Member and Host. It will stay open for 72 hours. Hosts can access this messenger from the PadSplit website or mobile app. For Members, these messages will appear as SMS messages. If Members have issues on move-in day, we encourage them to reach out to Hosts through this line. Hosts will receive a push notification in the mobile app, an SMS message, and an alert in the web dashboard. 

On days you have a scheduled move-in, please be sure to keep an eye on your messages in case a Member needs move-in assistance. Hosts should promptly respond to Member messages and requests for assistance. 

For a tutorial on using move-in day messenger via the 

We recommend that you download the PadSplit mobile app for the best experience 

 On the morning of move-in day, PadSplit sends the Member a welcome email that includes their 

. These instructions will include any lock codes and move-in instructions that the Host has previously entered. 

Note: If a Host utilizes the RemoteLock system, new codes will be auto-generated and included in this email.

As a reminder, it is important to answer a Member’s move-in day questions promptly. In addition to setting a mutually respectful tone, having a smooth move-in experience can greatly improve a Member’s tenure in the home.

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

Move ins