Provide Great Management
The day to day management of your PadSplit is one of the most important aspects of Hosting. Hosts that give management their full attention see better tenure, less churn, and fewer Member to Member issues.
When listing your PadSplit, it is crucial to have a plan or property manager set up to manage your home. Below, we’ll walk through some of the main management responsibilities of Hosts.
Note: If you need help finding a Property Manager versed in PadSplit management, please contact your Host Advisor or utilize our vendor network to connect with vendors.
How do I manage move-ins?
Move-ins are one of the most important parts of a Member’s experience. A good move-in sets a mutually respectful tone and has been shown to increase tenure. To master move-ins, make sure both the prep work and move-in day tasks are taken care of.
Prep Work: Here is a list of the prep work that is necessary for a successful move-in. Much of this can be simplified by customizing your PadSplit settings, creating a “move-in” checklist and staying abreast of new bookings.
Block off days that you or your team will not be available to assist with a move-in. These days will not show up as available for booking.
Decide if you would like to allow more than 1 member per room and review this PadSplit Familial Status Policy.
Set your move-in hours. These are the hours that you or your team will be available to assist with Member’s move-in if issues arise. Members are strongly advised to move-in during these hours.
Spend time writing clear and detailed move-in instructions. Your move-in instructions will be automatically sent to a Member at move-in. Thoughtful move-in instructions can reduce the need for day-of communication. A picture is worth a thousand words. Adding attachments to your move-in instructions makes a difference.
Update door codes in the system. These codes will be automatically sent to a Member at move-in. Inaccurate or missing codes is the number one move-in day problem! You may also be subject to losing your move-in fee if Members apply for a refund due to an unresolved code issue.
Choose your locks thoughtfully. Privacy locks mean other Members in a home can access an unbooked room and spoil a freshly turned room. Confirm that the room is clean and turned
Make sure rooms are clearly labeled
Rehearse your own “move-in”. Drive up to the property and think about where you’d think to park if it were your first time. How you’d enter through the main door, and how you’d find your room if you’d never been in the house before. Try the code, or the key, to access the room. How did it go?
On move-in day, PadSplit will send the Member the address, custom move-in instructions, and codes for their home. PadSplit will also alert the rest of the household to expect a new move-in.
Move-in Day: If the prep work is done correctly, most move-in days go smoothly with little to no actions taken by the Host. However, it is very important to monitor for any move-in day messages from the Member. Move-in problems that are not triaged by the Host may result in Member refunds.
As soon as the booking is confirmed, PadSplit will open a messaging line between the Member and Host. It will stay open for 72 hours. Please respond as promptly as possible to move-in messages. Failure to respond promptly can result in Members being awarded refund claims.
Sometimes Members contact PadSplit Support for move-in issues. In these cases, we will walk them through some troubleshooting and refer them to the Host messenger for any further assistance.
After a Member’s move-in, they will be prompted to rate their experience. You can see how well you or your team is doing on the performance page of your dashboard.
What kind of maintenance will my PadSplit need?
PadSplits can require more maintenance than a single family rental. With more individuals living in a home, things can break and incur wear and tear at a faster rate. A good Host will:
Budget properly for anticipated repairs and maintenance
Prevent many maintenance requests by properly outfitting the house before listing (see Conversion: Reduce Time to Revenue section)
The importance of good maintenance on the Member experience cannot be overstated. Poor maintenance can result in shorter Member tenure, lower Host CSAT and worse outcomes for your asset (if you treat your home with care, Members are more likely to do the same). In general, there are two things to keep top of mind.
Requests should be dealt with in a timely manner. You can reference this list for response time guidelines.
Communication is key. Members want to know that an issue is being addressed and be given a timeframe for completion. Members can see when a Host moves a maintenance ticket to a different status. However, if the request is urgent, very impactful or delayed, we highly encourage you to message the Member through the maintenance ticket or message the entire house to provide an update. Members can be very understanding when they are given proper communication.
Members sometimes contact PadSplit directly about maintenance issues. In these instances, we will:
Instruct them to submit a maintenance request if they have not already done so
Check the status of any existing requests they are following up on
If the request is still within a reasonable timeframe, we will ask the Member to be patient
If the request appears overdue, we will escalate it to your attention
Determine if there is an active emergency. For emergency maintenance, our team will:
Remind the Member to call any necessary authorities
Call and email your team’s emergency contact immediately
Submit a request on behalf of the Member
What about cleaning?
Most day-to-day cleaning responsibilities in a PadSplit fall squarely on the Members. Members are expected to take out the trash, keep bedrooms clean, wash dishes and generally keep the shared spaces tidy. While many Members will organize the purchase of cleaning supplies, some Hosts provide these to set the right tone and as motivation to keep the home clean.
With that being said, our best Hosts hire a monthly or bi-monthly cleaner to do a deep clean. A cleaner can make sure that the bathrooms and countertops are wiped down, appliances are cleaned, and floors are mopped or vacuumed. This keeps the home looking welcoming for new move-ins, existing Members happy, and helps protect your asset from dirt related wear and tear. Some Hosts choose to incorporate some or all of the cost of a cleaner into Membership dues.
How do I maximize revenue?
To maximize revenue, maximize occupancy at the right prices.
Room Turns: After a Member has left the property, it is the Host’s responsibility to turn the room and make it ready for the next Member. Great Hosts do this quickly - the sooner you flip the room the sooner it can be rebooked and bringing in revenue.
When turning a room, please be thorough. Clean well and repair any damages, locking the door behind you when completed. Making sure the room is turned properly is the best way to avoid a poor move-in experience for the next Member.
Update Pricing Regularly: Putting thought into your room rates is an important part of onboarding your PadSplit. But don’t stop there! Keep pricing top of mind and update it periodically. Sometimes you’ll want to increase prices (to cover new expenses or keep up with market rate) and sometimes you may want to decrease prices (to make your rooms competitive in a market). You can read about changing the price of a vacant room here and an occupied room here.
Other Tips for Co-Living Spaces
There are some “pro-tips” for setting up your space in a way that can facilitate a seamless co-living experience and prevent common issues from arising. Attention at the frontend can mean less headache down the line.
Section off fridge and cabinet space for each room. Hosts have had success taping off limited fridge and cabinet space and assigning by room. This lets Members know they should be respectful of space, and helps new Members know where to store their items without disruption. At room turn, you also know which kitchen items to clear out so that old items are not left to rot, which can lead to smell and pests.
Mount a mail holder with enough slots for each room near the front door.
Provide outdoor furniture only in the backyard.
Hang a white board where PadMates can keep track of house chores, etc.