Introduction

Here, trust is absolutely everything. It is important that all Kindred members live up to this high burden of trust by displaying respect, integrity, and generosity in all our interactions.

Because we hold our fellow members to such a high burden of trust, we know that Kindred is not for everyone. We have a zero tolerance policy for violations of our Code of Conduct.

Please read through this document to better understand what it means to be a member of our home sharing community.

Thank you for being here, and for making this dream of community-based travel a reality.

Core Membership Values

It’s personal.

We’re in this together. This is not an anonymous, transactional marketplace. This is a platform for friends. We know our actions impact each other, and that if we hurt others, we hurt ourselves.

Respect & be worthy of respect.

We treat each other with respect, and always strive to be worthy of that same respect ourselves. We follow the “best friend’s grandma” test (if you’re confused, keep reading!).

Over-communicate.

Home sharing is new for many of us – it’s normal to feel apprehensive or confused about what is ok or not ok to do. When questions come up, it’s always best to just reach out and ask. Honesty is always the best policy. Most problems only become problems when hidden.

Give to others.

Kindred is a give-to-get marketplace. Here, every member is both a guest and a host. The members who get the most are not those who pay the most, but those who give the most. Kindred members contribute, participate, and take an active role in their own experiences – they don’t just consume – and they are earnestly excited when they get to help another.

When acting as a guest

Staying in someone else’s primary home is a new experience for many Kindred members. It’s normal to feel hesitant or confused about what you can or can’t do. As long as you’re acting with honesty and good intentions, you’re doing great :)

The majority of our guest guidelines can be boiled down to this one litmus test that we call the Best Friend’s Grandmother test:

The Best Friend’s Grandmother Test

  • Don’t treat the home as if it were your own. Treat it as if it were your best friend’s grandmother’s home!
  • Would you use your grandma’s tweezers? Would you put your shoes on her couch? No way! You’d use coasters, keep your voice down, and be sure to put back the pans where you found them.
  • If you’re wondering whether something is ok or not, pretend your best friend’s grandma was watching you. Would she judge you? If so, you probably shouldn’t be doing it.

Guest guidelines

1. We treat our host’s home even better than we treat our own homes.

  1. We acknowledge the trust our hosts are placing in us by letting us into their home. We use furniture, houseware, and appliances gently, clean up any messes we make, and are careful not to stain or damage anything in the home.

2. We read the home guide completely and follow the instructions.

  1. We read the home guide in advance of our stay, and abide by all documented house rules.
  2. We do our best to adhere to host requests, including watering plants, etc.
  3. We ensure that anyone we invite into the home also abides by all house rules.

3. We over-communicate and always act with honesty.

  1. If Kindred or our host reaches out to us, we do our best to respond in a timely manner.
  2. We err on the side of disclosure. If we see anything “off” in the home, whether it was our fault or not, we immediately disclose to Kindred and to our host (example: a leak, an alarm going off, etc.). We trust that our host will be grateful instead of accusatory, and that Kindred will support us in rectifying the situation.
  3. If a service professional needs to be called during our stay (example: a plumber), we do our best to be present or allow access so that any urgent work can be completed.
  4. Accidents happen. If we accidentally damage or stain something, we are forthright, apologetic, and non-accusatory. We share pictures and notes, and do not hide or minimize any damage. We work collaboratively with the host and with Kindred to find an acceptable solution, and know Kindred will have our backs with their home damage policy as long as we act with honesty and good intentions.

4. We treat others with respect.

  1. We are collaborative, respectful, and kind to service professionals (example: cleaners), to Kindred representatives, and to our host.
  2. If we encounter neighbors on our stay, we are kind and respectful.
  3. We follow all building or HOA rules and are conscientious about inconveniencing neighbors. This includes not disturbing neighbors with loud noise or music at nighttime, and not blocking driveway access.

5. We honor our hosts by respecting their privacy.

  1. We do not open any drawers, cabinets, or doors marked with “privacy please” stickers.
  2. We do not look for personal items in the house in closets, drawers, or cabinets unless instructed to by our host.
  3. We do not use any of our host’s personal hygiene products, including razors, face wash, loofahs, floss, nail clippers, etc.
  4. We use the guest linens provided (guest towels, guest sheets, guest toiletries) instead of host linens.
  5. We do not photograph any personal items in the home or share home details with others.
  6. We never publish, distribute, or share the home guide, address, or access/lockbox codes with anyone else.

6. We disclose & ask permission to have any overnight guests or large gatherings.

  1. We share the name and contact information as early as possible (ideally before booking, at a minimum 24 hours in advance) for any travel companions who we would like to stay with us overnight at the host’s home.
  2. We understand that it’s ultimately up to the host to approve of overnight guests.
  3. We never host parties or events with 10 or more individuals in a Kindred home unless expressly approved by our host.
  4. We consider ourselves to be responsible for the behavior of anyone we invite into the booked home, and are accountable for their code violations or damage they may cause.
  5. We never book a Kindred home on behalf of friends if we are not going to also be present at the home ourselves. We may book on behalf of a member of our household or immediate family (like a spouse, partner, or parent), as long as we disclose this to Kindred and the host ahead of booking.

When acting as a host

There is truly nothing better than the “generosity high” of giving a good gift to a good person. Instead of letting their homes sit empty, Kindred members give their trusted peers the opportunity to enjoy their home and make some memories – and in exchange, earn the chance to stay elsewhere in the future.

While some members have been letting friends stay at their homes for years, it’s a newer concept to others. The first few times, home preparation can feel stressful, and it’s normal to be confused about what’s appropriate or not as a guest.

Host Guidelines

1. We treat fellow members with respect.

  1. As hosts, we decide who can stay in our homes, but we do not discriminate against any other members on the basis of race, ethnicity, gender, sexual orientation, or any other protected class.
  2. When our input is needed by our guest or by a Kindred representative, we do our best to respond in a timely manner.
  3. We earnestly do our best to help our guests have a fantastic experience. We are reasonable, kind, and welcoming. We know that it reflects poorly on ourselves if we are rude, combative, or accusatory with others.

2. We put care into home preparation and follow Kindred instructions.

  1. We leave our homes reasonably decluttered, without any hazards that might create a health or safety concern, and do our best to accommodate cleaners.
  2. We follow all home preparation instructions to ensure that our guests arrive at a home that is clean and functional, and have use of guest towels, linens, and other welcome kit items.
  3. We ensure our homes are vacant and prepared in time for the guest’s scheduled check-in and any check-in cleans.

3. We respect our guest’s privacy during their stay.

  1. It is strictly prohibited to use any audio or video recording devices to monitor inside your home during a guest’s stay. Before a trip, we disconnect any such devices that monitor activity indoors. Outdoor security cameras are okay. If we don’t trust someone, we don’t host them.
  2. We do not return home unannounced during our guest’s stay unless absolutely necessary during an emergency.

4. We over-communicate and always act with honesty.

  1. We disclose ahead of time any information that might create an uncomfortable stay for our guests and set accurate expectations (for example, pool closure, construction, pest problem, etc.)
  2. We ensure that photos and home details are up-to-date and provide an accurate representation of our home. We know there is nothing to be gained by misleading others.
  3. If we’re nervous about anything, we reach out to our concierge for support.
  4. If something in our home has been misplaced, damaged, or used improperly, or if we are worried that a guest has violated this Code of Conduct, we notify Kindred’s support team immediately.

Violations

Violations of this Code of Conduct breach the trust within the Kindred network, and can cause others distress, inconvenience, and frustration, even if the violation is not so significant that it results in meaningful property damage or health and safety risks.

Examples of behavior considered to be a violation of the above Code of Conduct:

  • A guest did not follow the home guide instructions or house rules
  • A host did not adequately prepare their home as per the “How To Prep Your Home” instructions
  • A guest had an honest accident at the home and does NOT disclose that accident to Kindred or the host
  • A member was not communicative when important information was needed
  • A guest did not replace keys correctly or remember to lock the door when leaving
  • A guest slept in late and missed their check-out time

What happens when there is an alleged violation of the Code of Conduct?

When a member or vendor indicates that another member may have violated the Code of Conduct, Kindred files the complaint internally in a confidential Issue Report.

All Issue Reports will be investigated by the Kindred team, and if deemed necessary, relevant community members will be contacted to gather information about the incident and/or to provide individuals with specific feedback to ensure that it doesn’t happen again.

Honest mistakes happen, and are not typically grounds for removal from the Kindred network. However, it is grounds for removal if those honest mistakes become a pattern of behavior, or if a single violation is particularly worrisome, egregious, or dangerous.

Repeated Issue Reports

If 3 Issue Reports are filed regarding one member, Kindred’s Trust & Safety team is obligated to perform a holistic evaluation of the member’s conduct to determine if the individual does have a pattern of conduct violations. If found to be the case, they may have their membership revoked.

Members will be notified via email of the outcome of this evaluation, and if their membership is revoked, all future bookings and outstanding credits will be canceled without recourse or appeal, and access to the Kindred network will be revoked immediately.

Major Code of Conduct Violations

“Major” Code of Conduct violations are particularly serious. These are defined as those violations that:

  1. Could reasonably be expected to endanger the health, safety, or security of any Kindred members, vendors, neighbors, or personal property, whether as a result of intentional action, negligence, or recklessness.
  2. Involve illicit or unlawful activity or behavior. This includes theft of any kind, as well as incidents involving illegal drugs.
  3. Involve lying, withholding, or misrepresenting important information to the Kindred team or fellow members when traveling, hosting, or during an incident investigation. This includes not reporting guests, hiding property damage, or misrepresenting your or a guest’s identity.
  4. Involve any kind of aggressive, threatening, harassing, pejorative, or discriminatory behavior, against any member, guest, or vendor, whether verbal, written, or physical.
  5. Involve a breach of our privacy rules, including those regarding audio or video monitoring, copying keys, or sharing home access information with others.

Any Major Violations of the Member Code of Conduct will result in immediately pausing the related individual’s Kindred membership until an investigation can be completed by Kindred’s internal Trust & Safety team. While the individual’s membership is paused, they may not stay in any Kindred properties, book any Kindred stays, earn credits, or host any trips in their home.

The member under investigation will be notified via email that an Issue Report was filed and informed of the outcome of any investigation. If the investigation finds that a Major Violation likely occurred, the individual’s membership will be revoked immediately and any booked trips and outstanding credits will be canceled without recourse or appeal, and access to the Kindred network will be revoked immediately.

Details regarding the incident will be held confidential to respect the privacy of all involved members, including any individuals whose membership is revoked.

Questions

If you have any questions about our Member Code of Conduct, please text us at +1 989-KINDRED or email hello@livekindred.com.

Thanks for being here. This community is only possible because of you.

Kindred Community Team