Kindred Community Policies: Creating a Seamless Experience for Our Members

When we launched Kindred in 2022, our goal was simple: to make travel more accessible and authentic through home swapping. Today, Kindred is so much more than that. What started as a bold idea about sharing has grown into a global community built on trust, connection, and generosity.

Our community flourishes thanks to the contributions and engagement of our members. We deeply value your input, and after hearing your feedback, we’ve revised some of our platform policies effective today, February 5. Our goal is to make your Kindred experience as seamless as possible so you can continue traveling with confidence.

We strongly encourage you to read our policies in full, but here’s an overview of the most notable updates.

Making travel plans smoother for everyone

We know unexpected things happen—sometimes plans change for both hosts and guests. Our updated Cancellation Policy is designed to be fair and flexible for everyone so you can feel confident about your plans. These changes will apply to confirmed bookings made on or after February 5.

Here’s what you need to know:

• Cancellations made more than 60 days in advance: Hosts and guests can cancel without credit and fee penalties, but hosts will not be able to re-list their home on the same dates if they are the responsible party for the initial cancellation.
• Host cancellations made within 60 days of the stay: Hosts won’t be able to re-list their homes on the same dates and will also gift credits to the guest as a courtesy gesture.
• Guest cancellations made within 60 days of the stay: Guests may be eligible for partial credit or refunds, depending on how close the cancellation is to the trip start date.

Important notes

• Extenuating circumstances: In qualifying situations, penalties may be waived.
• Trip adjustments: Guests can adjust their trip (extend or shorten) if changes are made at least 30 days before arrival. Changes like additional guests or pets require host approval.

To keep the platform running smoothly, we may review and suspend memberships after two or more cancellations within a 12-month period.

We won’t leave you hanging if a booking falls through

If your host needs to cancel within 30 days of your trip, our Trip Protection Policy ensures you’ll have a great backup plan.

• Alternative Kindred accommodation: If your plans change unexpectedly, we’ll work hard to match you with another Kindred home that fits your group size—even your pets! While it may not be an exact match in every detail, we’ll prioritize your preferences.
• Third-party accommodation: If a Kindred home isn’t available, we’ll cover up to one week of third-party accommodation costs based on market rates for your destination.

Communication is key

Kindred thrives when communication flows openly and thoughtfully—it’s the foundation of our trusted community. Our updated Member Code of Conduct and Damage Policy reflect this.

• Respond promptly: Hosts should respond to booking requests within 48 hours and messages within 24 hours.
• Booking for family members: Guests may book on behalf of immediate family members as long as it’s clearly communicated and approved by the host in advance.
• Report damage promptly: We understand that accidents happen. Guests should report any damage during their stay within 24 hours, and hosts should submit damage claims within seven days of guest departure.

What happens when damage occurs?

Here’s how the process works:

• Understanding the cause: If damage occurs, we’ll look into the root cause and support both hosts and guests. Our policy covers incidents involving guests, cleaners, or service providers—not everyday wear and tear.
• What’s not covered: General wear and tear (e.g., scuffed floors) and home maintenance issues (e.g., clogged drains) are not eligible for claims.
• Repairs and replacements: Depending on the condition of the item and the nature of the damage, we’ll decide whether a repair or a replacement is appropriate.
• Resolution timelines: Once we agree on a resolution (typically within two weeks), hosts must repair or replace the item within 30 days using their payout.

Reports of lost or missing items are handled through a different process. Please see our Lost and Missing Items Policy for more information.

Trust and respect are central to our community

Kindred is built on a foundation of trust, mutual respect, and generosity. Our platform exists because people like you open your homes and welcome others. It’s essential that we continue to treat one another with kindness and integrity.

Our updated Member Code of Conduct outlines the values that guide our community. This living document reflects our ongoing commitment to fostering a safe and welcoming space for all.

Thanks for being here!

Your trust and generosity make Kindred what it is today—a place where homes become more than spaces and travel becomes an experience of connection. Thanks for being part of this incredible journey.