Overview

At Kindred, we want you to feel confident sharing your home. Our updated Host Protection Program (“Damage Protection Program”) provides up to $100,000 per stay for qualifying damages caused by a guest or Kindred-coordinated cleaner during a Kindred stay. This program applies solely to Hosts for qualifying damage to their home or personal property during a Kindred stay.

This protection is designed for significant or unexpected damage events, not routine upkeep. We apply repair-first and fair-value principles to keep the program sustainable while ensuring hosts are protected from meaningful loss.

This Damage Protection Program is not insurance. It is a company program intended to offer reimbursement for eligible damage events as described in this policy and related Kindred terms. It does not replace homeowners or renters insurance and does not apply where such insurance provides coverage.

Eligibility for Damage Protection is subject to compliance with Kindred’s Terms of Service and applicable platform policies. Damage Protection may be limited or unavailable where a Host or Guest has violated these terms or policies in connection with the stay.

Finally, substantiated damage claims are only eligible for cash reimbursement as outlined in this Policy, Kindred Passports, credits, and other goodwill gestures will not be substituted for or combined with Damage Protection reimbursement.

Insurance Requirements & Coordination

Hosts are required to maintain an active homeowners or renters insurance policy that meets Kindred’s platform requirements throughout the duration of their membership.

Hosts are also expected to review and utilize any applicable manufacturer, retailer, or third-party warranties or protection plans (e.g., appliance warranties, extended warranties, or service plans) prior to Damage Protection eligibility, where such coverage applies.

The Damage Protection Program is designed to supplement—not replace—host insurance coverage. As part of the claims review process, Kindred may:

  • Require proof of active insurance coverage at the time of the incident
  • Request confirmation that an insurance claim has been filed, where appropriate
  • Verify insurance claim outcomes (including denials, deductibles, or partial payouts) before determining final eligibility or reimbursement under the Damage Protection Program

If a Host does not have an active insurance policy that meets Kindred’s requirements at the time of the incident, Damage Protection will not apply.

Kindred retains sole discretion to determine when insurance claims must be pursued prior to, or in coordination with, Damage Protection review.

Coverage Tiers

Kindred applies a repair-first approach to all damage claims; where repair is not feasible, cost-effective, or appropriate, the coverage tiers below will apply to determine eligible reimbursement. Kindred retains sole discretion to determine coverage eligibility and tier placement based on submitted evidence.

Minor Incidents (up to $500 per stay)

Cosmetic or surface-level issues (e.g., paint scuffs, broken dishes, stained linens) are reimbursed up to a combined maximum of $500 per stay.

Flat-rate reimbursement for common household items, such as:

  • Linens/towels: up to $50 per item
  • Dishes/glassware: up to $25 per item
  • Small appliances: up to $150 per item

Moderate Damage ($500–$3,000)

  • Requires professional repair, vendor estimate and/or independent assessment
  • Repair options prioritized over replacement
  • Replacement costs capped at fair market value (original cost minus depreciation) for items older than 12 months
  • Kindred may obtain a second opinion or independent vendor quote if submitted estimates appear inconsistent with market rates or scope of damage

Major Damage ($3,000+)

Major Damage claims are subject to all review standards outlined for Moderate Damage, including repair-first evaluation, fair market value replacement with depreciation, and potential independent assessment. In addition:

  • Catastrophic events (e.g., water damage, major furniture destruction) prioritized for expedited review
  • Insurance coordination as outlined below

Insurance Coordination for Higher-Value Claims

For major damage claims, Kindred will generally require Hosts to pursue coverage through their homeowners or renters insurance before finalizing Damage Protection reimbursement. Damage Protection may apply to eligible uncovered amounts, such as deductibles or insurer-denied portions, at Kindred’s discretion.

Guest Accountability & Expectations

Guests are expected to promptly report any damage to the host and to Kindred.

As part of Kindred’s community values, guests are encouraged to take responsibility for damage they cause and to work with hosts to resolve lower-cost issues directly when possible. This is especially true for minor or incidental damage, where prompt reimbursement helps keep the community fair and respectful.

For higher-cost or more complex damage, Kindred may facilitate resolution through the Damage Protection Program and, where applicable, pursue reimbursement from the guest or their insurance.

Kindred may seek reimbursement from the guest or their insurance on behalf of the host or on behalf of itself , particularly in cases involving:

  • Violations of the Member Code of Conduct
  • Neglect, intentional damage, or repeated incidents
  • Failure to cooperate with reasonable resolution efforts
  • Lying, intentional misrepresentation, or dishonest conduct

Failure to cooperate with reimbursement efforts may result in account limitations or removal.

Claim Reporting & Submission Requirements

Hosts must report damage within 3 days of discovering the damage, and no later than 7 days after the end of the Kindred stay. If the Host is traveling and unable to access the property, the reporting window is extended to 7 days from the Host’s return to the property, and Kindred may require documentation to verify the return date. Hosts are encouraged to report issues as soon as they become aware of them.

Required evidence:

  • Photos of damage
  • Proof of ownership (receipt, listing photos, or comparable item documentation)
  • Repair or replacement estimates and/or proof of replacement

If travel prevents timely filing, the reporting window may be extended an additional 7 days with supporting documentation.

Claim Review & Engagement Requirements

Once a claim is opened, timely engagement is required to allow for review and resolution.

  • Response Time Expectations
    Hosts must respond to the claim initiation email within 7 days. Failure to respond within this timeframe may result in the claim being closed.
  • Claim Duration & Expiration
    Claims will generally remain open for up to 30 days from the date of last meaningful engagement. If no activity occurs within that period, the claim may be closed and considered expired.
  • Exceptions for Active Resolution
    For claims involving ongoing repairs, insurance coordination, or other active resolution efforts, exceptions to the timelines above may be granted where the Host maintains consistent communication and provides progress updates.

Repair-First & Depreciation Policy

Kindred prioritizes repair over replacement whenever feasible.

If replacement is required; Kindred requires receipt and proof of ownership:

  • Items purchased within 12 months: reimbursed at replacement value
  • Items older than 12 months: reimbursed at fair market value with depreciation

Illustrative depreciation guidelines:

  • Furniture: 10% per year
  • Electronics: 20% per year
  • Linens and décor: 25% per year

General Exclusions

The following are not covered:

  • Normal wear and tear (e.g., faded paint, minor scuffs, aging appliances)
  • Routine maintenance needs or system failures (e.g., plumbing, HVAC, roof leaks) that occur during a guest’s stay
  • High-value or irreplaceable items, including fine art, collectibles, antiques, or items with primarily aesthetic, sentimental, or investment value that are damaged during a guest’s stay
  • Cash, securities, or negotiable instruments
  • Damage resulting from Host-requested services beyond standard Kindred cleaning
  • Betterment or upgrades beyond restoring the original condition
  • Personal items that are portable, mobile, or intended for use outside the property

Best Practice for Valuables

Hosts are encouraged, as a best practice for peace of mind, to secure or remove unusually valuable or irreplaceable items prior to a stay. This guidance is intended to reduce risk and does not imply that Hosts must remove standard household furnishings or décor.

For clarity, “high-value” refers to items whose value significantly exceeds typical household furnishings or whose value is primarily derived from collectibility, rarity, or appraisal (e.g., fine art, antiques, or collectibles).

Fraud & Abuse

Fraudulent, exaggerated, or misleading claims may result in suspension or removal from Kindred and potential reporting to authorities.

Repeated claims may trigger additional verification, documentation requirements, or eligibility review.

How to Submit a Claim

To initiate a Damage Protection claim, Hosts must contact Kindred Support by emailing support@livekindred.com or reaching out to their concierge.

The support team will guide Hosts through the claims process, including evidence collection, documentation submission, and next steps for review.

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