Help Center
Searching and booking
- Search tips
- Booking a stay
- Messaging
Your reservations
- Reservation status
- Changes
- Cancellations
- Checking in
- Checking out
- Troubleshooting
Payments, pricing, and refunds
- Paying for a reservation
- Refunds
- Pricing and fees
- Invoices and receipts
- Taxes
Your account
- Creating an account
- Managing your account
- ID and verification
- Account security
- Reviews
Safety
- Safety concerns
- Safety tips and guidelines
- Reporting issues
- Government travel restrictions and advisories
About Kiteville
- Getting started
- How Kiteville works
Search and Booking
How to Search
● Searching for Places to Stay: Utilize filters, explore maps, and read property descriptions to narrow down your options and find a place that suits your trip.
● Using Search Filters: Adjust filters based on amenities, budget, and other preferences to discover the perfect accommodation.
● Search for Flexible Cancellation Policies: Use our search filter to find properties with flexible cancellation policies. This allows you to get a full refund if you need to cancel close to your departure date.
● Search for Accessibility Features: Select the accessibility features you need using our filters. You can also reach out to the Host directly with any specific questions.
● Guest Favorites and Highlights: Discover highly-rated homes as recommended by other guests.
Understanding Listings
● Check Availability for Your Dates: Input your destination, travel dates, and number of guests when searching to see available properties.
● Types of Places to Stay: Choose from a variety of accommodations, including entire homes, private rooms, hotel rooms, and shared spaces.
● Searching for Pet-Friendly Places: Review the house rules section of each listing to see if pets are allowed or if the Host has pets on the property.
● Self Check-In: Access the property using a key lockbox, smartlock, keypad, or by receiving a key, any time after the designated check-in time.
● Instant Book: Book instantly with listings that allow you to reserve without needing Host approval, provided you meet their requirements.
● Review Tags: Look for tagged reviews to find helpful information from past guests more easily.
● Check WiFi Speed: Some Hosts provide WiFi speed test results in their listing descriptions to ensure it meets your needs.
● Monthly Stays: Explore the features highlighted for listings that offer monthly stays.
● Discounts with Non-Refundable Bookings: Save money by choosing a non-refundable option if your travel plans are set.
● Pending or Exempt License Numbers: Some cities require Hosts to display a license or registration number; check the listing for this information.
● Icons: Requesting to Book: Discover extraordinary experiences hosted by icons from various fields, including music, film, art, and sports.
Saving Favorites
● Use Wishlists to Save Listings: Add properties to your wishlist and share it with others you plan to travel with, allowing them to contribute as well.
● Wishlist Not Working: If you're experiencing issues with your wishlist, check these troubleshooting tips to resolve them.
Booking a Stay Tips
● Booking a Stay: What to Do if You’re New: Learn about Kiteville’s booking process, how to confirm your reservation, and take advantage of any special offers directly from Hosts.
● How Far in Advance You Can Book: Reservations can be made up to 1 year in advance, though availability may vary depending on the Stay.
● Booking for Friends and Family: For personal travel, reservations need to be made by the person who will be staying at the property.
● Visiting a Place Before Booking: We recommend completing your booking through Kiteville before visiting on the day of arrival in person to ensure safety and privacy.
● Living in a Place on Kiteville Instead of Renting: Look for stays of 28 nights or more for long-term accommodation options.
● Being a Considerate Guest: Engage with the community by sharing your story in your bio and leaving honest reviews.
Booking Requirements
● Booking Requirements: After providing basic details like name, email, and phone number, additional information may be required to complete your booking.
● Age Requirements: You must be at least 18 years old to book a reservation or host a property on Kiteville.
● Stays with Children: Children are welcome on Kiteville, but some Stays may specify that their property is not safe or suitable for children or infants.
● Accessibility Policy: Kiteville is committed to inclusion and supporting people with disabilities. Hosts and guests must adhere to legal requirements for reasonable accommodations.
Stay Interactions and Pre-Approvals
● Contacting Stays: You can message Stays directly on Kiteville to inquire about a place or experience before booking.
● How an Invite to Book Works: A pre-approval from a Stay indicates availability and allows you to book your reservation within 24 hours without waiting for further responses.
● What Does It Mean If a Stay Pre-Approves Me?: Pre-approval allows you to book your reservation immediately for the dates you’ve requested.
● Invites and Special Offers: Contact a Stay before requesting to book, and they may offer a pre-approval or special offer.
● When to Message Your Stay: It’s advisable to message your Host with any questions before booking, though you can complete the reservation without prior contact.
● Contacting a Stay Without Booking: You can ask specific questions about a listing or availability before making a booking.
● If a Stay Asks You to Sign a Contract: Some Stays may require a rental agreement, which must be disclosed before booking.
● What Guest Info Is Shared with Stays Before Booking: A limited version of your profile is visible to the Host when requesting to book. Your profile photo is shared only after the booking is confirmed.
Reservation Requests
● How to Book Instant Book and Regular Listings: Choose between Instant Book for immediate reservations or sending a request to the Host with any questions.
● Cancel or Withdraw a Trip Request: If your trip request is still pending, you can cancel it through the message thread with the Stay.
● Find Your Reservation Status as a Guest: Check your reservation status by visiting your Inbox or going to the Trips section.
● Understanding Your Reservation Status: Learn about the different reservation statuses you may encounter.
● Why Your Reservation Request May Have Been Declined: Understanding common reasons for declined requests can help improve your booking success.
● Stay Response Time: Hosts have 24 hours to accept or decline a reservation request. You'll receive email updates regarding the status of your request.
Messaging Tips
● How to Read and Send Messages: To read or send messages, you need to be logged into your Kiteville account. Click or tap on a message thread to view existing messages or compose a new one.
● Contacting Stays: If you have questions about a place or experience before booking, you can message the Stay directly on Kiteville.
● Manage All Your Kiteville Messages: All your messages are organized and searchable in one place for convenience.
● Why We Review Messages on Kiteville: To protect your privacy, our system may remove text from messages if it detects words or numbers that could be personal contact information.
● Messaging with Suspended or Deactivated Users: You must be logged into your Kiteville account to view or send messages to users who have been suspended or deactivated. Click or tap on a message thread to interact with it.
● Archive Messages: Archiving messages helps you keep your inbox organized while retaining messages for future reference.
Your reservations
Reservation Status
● Find Your Reservation Status as a Guest: To check the status of your reservation, visit your Inbox or go to the Trips section and locate your reservation.
● Understanding Your Reservation Status: Learn about the different statuses your reservation may have, including what they mean and how they affect your booking.
● Host Response Time: Hosts have 24 hours to accept or decline a reservation request. You’ll receive an email update on the status of your request.
● What Happens If Your Reservation Request Is Declined or Expires: If your Stay master declines your reservation or doesn’t respond within 24 hours, you won’t be charged.
● What Is the "Pending" Status for a Reservation?: A reservation may show as "Pending" if the Stay master needs to respond to the request or if it’s awaiting identity verification.
Changes
● Change the Dates of Your Reservation: To request a change in your reservation dates, submit a trip change request to your Stay Master. If they accept, you’ll be charged or refunded as needed.
● Checking the Status of Your Trip Change Request: You can check the status of your change request by visiting the Trips section, or by contacting your Stay Master directly.
● Withdraw a Trip Change Request: If you want to cancel a change request before it’s approved, go to your Trips to find and withdraw the request.
● Change the Number of Guests on Your Reservation: To add or remove guests, send a trip change request to your Stay Master before or during your stay. Adjustments may result in additional charges or refunds.
● Share Trip Details with Other Guests: Invite other guests to be co-travelers, giving them access to the itinerary through their Kiteville account, or forward the itinerary details via email.
● Extend Your Stay: If your reservation has already ended, you’ll need to book a new reservation rather than extending the existing one.
● Change the Date or Time of Your Experience Reservation: To modify your Experience reservation, access your trip details.
● Change the Number of Guests on Your Experience Reservation: Adjust the number of guests for your Experience reservation by modifying your booking details.
● Edit Guest Info on Your Experience Reservation: Update guest information on your Experience reservation as needed.
Stay Master-Initiated Changes
● If a Stay Master Offers You a Different Place to Stay: You have the option to accept or decline an alternative offer from your Stay Master.
● Declining a Trip Change Request: Both guests and Stay Masters can decline a trip change request, keeping the original reservation unchanged.
Policies
● How to Change a Reservation During a Trip: If your trip has started and you need to make changes, submit a change request through the Trips section.
● Cancellations of Monthly Stays: For reservations of 28 nights or more, the long-term cancellation policy applies.
Cancellations
● Canceling Your Reservation for a Stay: You can cancel or make changes to your reservation by visiting the Trips section on Kiteville.
● Change the Date or Time of Your Experience Reservation: To adjust your Experience reservation, go to your trip details.
● Cancel or Withdraw a Trip Request: If your trip request is pending and hasn’t been accepted, you can cancel it through the message thread with your Stay Master.
● Canceling a Trip Due to a Major Disruptive Event: Learn about the requirements and steps to take if you need to cancel due to a significant event.
● Rebook a Canceled Reservation: While you cannot restore a canceled reservation, you can contact your Stay Master to book a new reservation.
● Kiteville Adventures Cancellations: You can receive a full refund for any adventure if you cancel at least 30 days before the adventure begins, or within 24 hours of purchase.
Stay Master-Initiated Cancellations
● If Your Stay Master Cancels Your Reservation: You will receive a full refund. If the cancellation occurs within 30 days of your check-in, we will assist you in rebooking a similar place, subject to availability and comparable pricing.
● If Your Stay Master Asks You to Cancel: If your Stay Master cannot accommodate your stay, request that they cancel to ensure you receive the best refund.
● If Your Stay Master Cancels Your Experience: If a Stay Master needs to cancel an experience, you will be notified immediately and refunded in full.
Policies
● Find Your Stay Master’s Cancellation Policy: The amount of any refund depends on the Stay Master’s cancellation policy and the timing of your cancellation.
● Find the Cancellation Policy for Your Experience Reservation: Refund amounts are determined by the Stay Master’s cancellation policy and the timing of your cancellation.
Community Policy
● Major Disruptive Events Policy: Details on how cancellations are managed in the event of unforeseen events beyond your control that make it impracticable or illegal to complete your reservation.
● Extenuating Circumstances Policy and COVID-19: Information on how our extenuating circumstances policy covers COVID-19 related cancellations.
Checking In
How-to
● Coordinating Check-In with Your Stay Master: Check-in and checkout times can vary by listing. Message your Stay Master to confirm times and details, and ask any questions you might have.
● Where to Find Your Check-In Instructions: Your check-in information is included in the reservation details. We will also send you a reservation reminder email with these details.
● If You Have a Problem or Issue During Your Stay: If something unexpected arises during your stay, contact your Stay Master first to discuss a solution. If your Stay Master cannot resolve the issue or you need to request a refund, we are here to assist you.
● What to Do if the Place You’re Staying Isn’t Clean at Check-In: If you find that your accommodation is not clean upon arrival, report the issue to your Stay Master or Kiteville within 72 hours.
● Requesting an Early Check-In Time: To request an earlier check-in time, contact your Stay Master. This can be done whether or not your reservation is confirmed.
● Print Your Reservation Details: You can print or save your reservation details as a PDF from your reservation details page.
● Share Trip Details with Other Guests: Invite others to be co-travelers so they can access the itinerary from their Kiteville account, or forward the itinerary details via email.
Checkout
How-to
● How Checkout Works: Find checkout instructions in your reservation details or contact your Stay Master for guidance.
● Requesting a Late Checkout Time: To request a late checkout, contact your Stay Master. This can be done whether or not your reservation is confirmed.
Troubleshooting
How-to
● Contacting Stay Masters: If you need more information about a place or experience before booking, you can message the Stay Master on Kiteville.
● What to Do if a Stay Master Isn’t Responding: After your reservation is confirmed, you’ll find the Stay Master’s phone number in the message thread for your trip.
● Getting Charged for Damage: If you, someone you invite, or a pet are responsible for damage during your stay, notify your Stay Master immediately.
Itinerary and Reservation Help
● Find Your Reservation Info: Access your reservation details, such as your confirmation code, in your Messages or under Trips.
● Finding the Booking Confirmation for an Experience: Locate the booking confirmation in your Trips, and look for an email confirmation after you book your Experience.
● If You Can’t Find the Place You Booked: A confirmed reservation means your booking is active, even if the Stay Master hides the listing from search results.
● Multiple Reservations Under One Trip: If you have a reservation ending and another starting within 4 days, and the locations are close, they’ll be bundled under one trip.
● Adding Business Travel Details to a Trip: Include or remove work travel information in the business notes section of your reservation.
● Change the Number of Guests on Your Reservation: Add or remove guests by sending a trip change request to your Stay Master before or during your stay. Adjustments may involve additional charges or refunds.
● Adding Full Names of All Guests: For visa purposes or other needs, include the full names of all guests in your reservation.
● Helpful Tips for Traveling to Cuba: Get tips for your stay in Cuba, including how to enroll in the STEP program and emergency numbers.
Post-Trip Help
● How the Resolution Center Helps You: Use the Resolution Center to request or send money related to your Kiteville trip. Both guests and Stay Masters can ask Kiteville for help in resolving issues.
● After Your Trip: Handling Disagreements: For money-related disagreements, use the Resolution Center to request or send funds related to your trip.
● If You Forgot Something at a Place You Stayed: Contact your Stay Master directly for help. You can send money through the Resolution Center to cover any shipping costs.
Payments, pricing, and refunds
Paying for a Reservation
How Payments Work
● Paying and Communicating Through Kiteville: Paying through Kiteville ensures that you’re protected under all of our safeguards for both guests and Stay Masters.
● When You’ll Pay for Your Reservation: Payment timing varies based on the type of booking and the location of the stay.
● Payment Plans: You’ll pay part of your reservation upon booking confirmation, with future payments automatically deducted on the dates listed at checkout if applicable.
● If a Stay Master Asks for More Money: All pricing details are included when booking through Kiteville. There are only a few exceptions.
● What Happens if Your Reservation Request is Declined or Expires: If a reservation request is declined or expires, the authorization on your payment method will be removed. If already charged, you’ll be refunded.
● Pay for a Monthly Stay: For stays of 28 nights or more, you’ll be charged for the first month, with the remainder collected in monthly installments.
● Submit Statements for Payment Verification: Upload your billing statement as a PDF or photo from a desktop, or as a photo from a mobile device.
● Tipping Experience Stay Masters: No tip is necessary as Stay Masters price their experiences to cover costs. An honest review is appreciated.
Payment Methods
● Paying Outside Kiteville: Report any requests to pay off-site or through another company to Kiteville.
● Payment Methods Accepted: We support various payment methods depending on your country of residence.
● Editing, Removing, or Adding a Payment Method: Manage your payment methods as needed.
● Changing Your Payment Method for a Confirmed Reservation: For confirmed reservations, you cannot change the payment method. You would need to cancel and rebook with a different method if necessary.
● Using Multiple Payment Methods: Generally, you cannot split the cost across multiple payment methods unless you have credits or a coupon.
● Confirm a Payment Method: Go to Account > Payments and Payouts to confirm your payment methods.
● Supported Currencies: We support multiple currencies and payment methods. Learn about potential fees associated with your choices.
● Change Your Payment Currency: You can change the payment currency when booking or for future payments.
● Automatic Updates to Cards on File: Banks report changes to card information, ensuring your payment method is up to date.
● Pay with Your Bank Account: US-based travelers can use their bank accounts to pay.
● Paying and Getting Paid on Behalf of Someone Else: You can pay for a reservation with someone else’s payment method or provide information on their behalf.
Payment Troubleshooting
● Something Went Wrong with Your Payment: Issues can arise from expired credit cards to fraud prevention. Check with your bank or financial institution.
● Why Your Payment is Getting Declined or Isn’t Working: Common reasons include expired cards or fraud prevention measures. Review common errors and solutions.
● Why You’re Being Asked to Confirm Your Payment Method: To keep your account secure, we may require confirmation of your payment method.
● Why Was I Charged Twice for a Reservation?: Double charges might occur during authorization and final charge.
● Verify Your Card Using Temporary Authorizations: We may send two temporary authorizations of $1.99 or less to verify your card.
● When Holds Are Placed on Payment Methods: Authorization holds may occur during booking. If accepted, the hold becomes a real charge.
● Disputing a Charge: A chargeback process, managed by your bank, is initiated when you dispute a charge with them.
● Authenticate Your Credit or Debit Card: Banks may need to verify that you’re the one making an online payment with your credit card.
Refunds
Finding Your Refund Amount
● Find Your Refund Amount Before or After Canceling: Your refund amount depends on the cancellation policy of your reservation and when you cancel.
Timing and Method of Refunds
● When You’ll Get Your Refund: Refunds are typically issued almost immediately, but may take up to 15 days to arrive, depending on the payment method and region.
● How You’ll Get Your Refund: We will automatically send any eligible refund to the payment method used for the reservation.
Cancellation and Refund Requests
● Canceling During Your Stay: Our Rebooking and Refund Policy covers situations where the listing or amenities do not meet your expectations.
● Request a Partial or Full Refund from Your Stay Master: Any refund requests should be processed through our Resolution Center.
● Expedite an Authorization Void or Refund: Processing times for authorization voids and refunds depend on your payment method and cannot be expedited.
Specific Refund Scenarios
● What's Refunded When You Cancel a Reservation: Learn about the specifics of refunds for canceled stays.
Pricing and Fees
Kiteville Service Fees
● Kiteville Service Fees: To support the platform and cover operational costs, we charge a service fee when a booking is confirmed.
How Pricing Works
● How the Total Price of a Reservation is Calculated: The total price of a reservation includes the nightly rate, service fees, cleaning fees, and any other applicable charges.
● Add Dates to Your Search for Accurate Pricing: Custom prices may apply for specific dates, such as holidays or longer stays. Make sure to include your dates in the search for accurate pricing.
● Why Some Prices Are Crossed Out: A crossed-out price indicates a discount. To qualify, the discounted price must be at least 10% lower than the regular rate.
● Displaying Total Price: You can view the total price for listings, including all fees and before taxes, before booking.
Service Fees and Refunds
● Service Fee Refunds: The service fee is refundable under certain conditions. Review the criteria needed to receive a refund.
● Nightly Rate Difference with Extra Dates: If you modify your reservation and your Host accepts, the nightly rate will be adjusted according to the Host’s current rate.
Additional Fees
● Cleaning Fees: A one-time cleaning fee is charged by Hosts to cover the cost of cleaning the space.
Invoices and Receipts
Locating Your VAT Invoice
● VAT Invoice: Both Hosts and guests can access their VAT invoices through their Kiteville account.
Finding Receipts
● Receipts from Past Bookings: To locate receipts for completed stays, navigate to your Trips.
● Finding Payments: View upcoming and completed payments in the Your Payments section. This includes payments for Homes and Experiences reservations since 2018, as well as related refunds.
● Printing Reservation Details: You can print or save your reservation details as a PDF from within your reservation details.
Taxes
Value Added Tax (VAT)
● VAT Overview: VAT is a tax on goods and services. Kiteville applies VAT to its service fees for customers.
Taxes for Guests
● Guest Tax Obligations: There are certain situations where an Kiteville guest might be required to pay additional taxes.
VAT ID Number
● Adding Your VAT ID: If you have a VAT ID number, you can add it to your Kiteville account through your account settings.
Tourism Tax Exemption Refunds
● Tourism Tax Refunds: Details on how to obtain refunds for tourism taxes in specific countries.
Taxes for Service Providers
● Tax Requirements: Service providers, including photographers, must complete relevant tax forms.
Your account
Creating an Account
Creating an Account
● Sign-Up Options: Signing up is free. You can create an account using your email address, phone number, Facebook, Google account, or Apple ID.
Switching Between Hosting and Traveling
● Account Switching: If you're both a host and a guest, you can switch between hosting and traveling on Kiteville. Instructions on how to do this can be found in your account settings.
Recommended Internet Browsers
● Best Browsers: Kiteville works best on the latest versions of Google Chrome, Mozilla Firefox, Microsoft Edge, or Opera.
Using Sign in with Apple
● Sign in with Apple: This feature allows you to log in using Face ID or Touch ID instead of a password. It’s available only for new accounts.
Connecting Facebook and Google
● Account Integration: You can connect your Facebook and Google accounts to Kiteville by going to your profile settings.
Managing Your Account
Editing or Changing Details
● Log In: Access your Kiteville account with your email, phone number, Facebook, Google account, or Apple ID.
● Add or Change Profile Photo: Update your profile photo to reflect your current appearance or style.
● Change or Reset Password: Follow instructions to reset or create a new password if needed.
● Manage Your Profile: Adjust your profile details to help others get to know you better.
● Edit Account Settings: Modify your account and public profile information from the Account section.
● Change Your Name in Profile: Use your preferred first name on your public profile, while your legal name is required for other purposes.
● Changing Email Address: Update or add an email address in your profile settings.
● Edit Phone Numbers: Add or change phone numbers associated with your account.
● Update Professional Info: Share details about your profession to enhance your profile.
● Connecting Facebook and Google: Link your Facebook and Google accounts for easy integration.
● Add Emergency Contact: You can add up to 4 emergency contacts in your profile.
● Changing Language: Adjust the language settings for your account from the global preferences section or system settings on your phone.
● Change Public Profile Location: Update the location displayed publicly in your profile. Your country of residence is auto-determined.
Deactivating or Deleting
● Deactivate or Delete Account: Temporarily deactivate or permanently delete your account as needed.
● Exercise Data Subject Rights: Manage your data preferences and rights, including communication and portability.
● Account Deactivation by Kiteville: Learn about scenarios that might lead to account deactivation or suspension.
Notifications
● Manage Notifications: Control email, text, phone, or push notifications in your account's settings.
● Missing Notifications: Check for issues like incorrect email addresses or outdated settings if notifications are missing.
ID and Verification
Verifying Your Identity
● Trust in the Community: Kiteville values trust within its community, ensuring safety and authenticity for both travelers and Stay masters.
● Booking Requirements: In addition to basic details (name, email, phone number), additional information may be required to complete your booking.
● Verify Your Phone Number: After adding your phone number, it allows communication with guests, Stay masters, and Kiteville regarding your reservation.
● Profile Requirements: A complete profile helps demonstrate your authenticity and commitment to the Kiteville community.
● Background Checks: Kiteville performs background checks to ensure the safety of Stay masters and guests. Learn about the timing and process.
● Uses of ID Info: Identification info may be used for background checks against public records for criminal convictions, where permitted by law.
● Photo Matching: The photo ID verification process includes multiple steps to ensure your data is secure.
● Submit an ID for Verification: Provide your legal name, address, and possibly a government ID with a photo for identity verification.
Limitations and Implications
● Limitations of Background Checks: Understand the boundaries and limitations of background checks conducted by Kiteville.
● Implications of Background Checks: Learn how background checks might impact your account status.
Safety and Special Cases
● Safety Tips for Interactions: Follow safety guidelines to ensure safe interactions with other Stay masters and guests.
● Phone Number Verification Issues: If you encounter issues adding your phone number, review tips to resolve verification problems.
Account Security
How-to
● How do I know if an email or website is really from Kiteville? Fraudulent emails and websites often have an urgent tone and threaten account suspension. When in doubt, start at the Kiteville home page.
● Help secure your account Explore different ways of keeping your info safe through multi-factor authentication, password strength, and more.
● Creating a strong password Avoid common password mistakes. Use a unique password with special characters to create a strong password.
● Review recent logins You can review the login history of your Kiteville account, including time, browser, and approximate location.
● 2-step authentication 2-step authentication adds an extra level of security to your account and helps protect your personal info and payout details.
● How emails are anonymized for sharing We don't share your personal email address even after you have a confirmed reservation.
● Unauthorized account access You can review your account and follow the instructions to undo any changes that were made without your permission.
● Report suspicious messages If you get a suspicious message, let us know by contacting us or flagging it in your inbox.
● Kiteville and your personal info Most data associated with your user account is deleted when you close your Kiteville account. However, some data is kept longer as required or permitted by law.
Community Policy
User screenings
● If we have at least a first name, last name, phone number, and city and country of residence for a user with a new booking or a new listing, we may perform a screening.
Understanding your personal data file
● Get general information to help you better understand and navigate through the contents of your account data file.
Login notifications
● When you log in to your account from a new device, we’ll send the last trusted device a notification to confirm that it was you.
Reviews
General Info
Stay master and guest reviews for stays
● Our community relies on honest, transparent reviews. Stay masters and guests write reviews once the stay has ended. Here’s info about how reviews work for stays.
Find your reviews as a guest or Stay master
● Find reviews written by and about you.
Writing a helpful review
● Want to rave about your recent guest or trip? We love that. Check out these tips on how to write a review that’s helpful for other guests and Stay masters.
Editing a review you wrote
● You can edit a review you’ve drafted until your review is published.
Removing a review
● You can’t remove a review written about you, but you still have some options, such as responding or disputing it.
Respond to or dispute a review
● You can post a public response to reviews that others leave for you, but you can’t remove them. Reviews are only removed if they violate our Reviews Policy.
Star ratings for Stay masters
● Star ratings allow guests to rate your Kiteville stay based on communication, general cleanliness, overall experience, and more.
Community Policy
Kiteville's Reviews Policy
● Our policy helps ensure helpful, informative, and accurate reviews for guests and Stay masters.
Review moderation
● Kiteville doesn’t moderate reviews before they’re published, but reviews are encouraged to be transparent.
For Guests
How long you have to write a review
● You have 5 days after checkout to write a review for a trip. You can also send your Stay master a note using your Kiteville message thread.
Leaving a review after your Stay master canceled
● If your Stay master cancels your reservation, there are a couple of review options available.
Leave a review
● Ready to share how your trip went? Help others by leaving a review.
Your reviews from Stay masters
● Reviews from past Stay masters help others know what to expect. Find out what reviews include and who can read them.
For Stay Masters
How reviews are ranked
● Reviews are ordered based on several factors that are helpful for guests, from how recent the review is to the language of the reviewer.
Ratings and reviews for Stay masters
● Reviews will show up on the listing page as well as the profile page for the listing admin.
Understanding reviews with photos
● Find out how reviews with photos are displayed and what they mean for your listing.
Safety
Safety Concerns on Kiteville
Reporting and Blocking
● Select the conversation with the person you want to report or block and follow the instructions.
Home Safety: Smoke and Carbon Monoxide Alarms
● Stay masters are encouraged to install carbon monoxide alarms in their space. Find out more about our home safety program.
How Kiteville Builds Trust Between Stay Masters and Guests
● We offer features that help build trust, including our secure messaging system, reviews, the Stay Master Guarantee, and more.
If You Feel Unsafe During a Trip
● If you feel as if you may be in danger or your personal safety is threatened, contact the local authorities immediately.
Safety Information on Listings
● Here’s what you need to know about disclosing safety information in a listing.
Concerns About Your Reservation’s Location
● Having second thoughts about the location of your reservation? Read everything the Stay Master has posted in their listing description or contact your Stay Master directly to learn more about the neighborhood.
Background Checks
● For the safety of our stay masters and guests, we conduct background checks. Find out more about how and when we do this.
Limitations of Background Checks
● Learn about how the background checks we perform can impact your account.
Implications of Background Checks
● Understand how the background checks might affect your account status.
Kiteville’s Free CO/Smoke Alarm Program Details
● Read on to learn more about our free CO/Smoke alarm program.
Safety Tips and Guidelines
General Safety Tips
● First Aid Tips: Learn about Kiteville’s partnership with the Red Cross, the guidelines for first aid kits, and how to provide first aid.
Safety Resources in the USA
● Whether you're hosting or traveling, being well-informed before a reservation is important. Here are some safety resources to support you along the way.
Health and Safety Requirements for Kiteville Stays
● Your health and well-being are important to us. Become familiar with safety tips and guidelines around your health during the COVID-19 pandemic.
Safety Tips for Interacting with Others
● Learn how to help improve your safety when interacting with other Stay Masters and guests.
For Guests on Stays
Safety Tips for Choosing a Place
● From ratings to safety features, learn how to find a place to stay where you will feel safe and secure.
Fire and Carbon Monoxide Safety
● Carbon monoxide alarms aren’t common in many parts of the world, so we suggest buying one to bring with you when you travel.
Safety Tips When Traveling with Children
● Learn how to make your stay safer for children when you travel.
For Stay Masters
Safety Tips for Stay Masters of Places to Stay
● Get information on hosting responsibilities, along with best practices to ensure your guests have the info and resources they need.
Safety Tips for Stay Masters of Kiteville Experiences
● Find out how to make a safety plan for your guests and get some first aid tips and info.
Tips for Stay Masters of Kiteville Adventures
● Tips, safety recommendations, and best practices to help you be prepared while hosting adventures.
Kiteville’s 5-Step Enhanced Cleaning Process
● Get more info about our 5-step cleaning process developed in partnership with experts to curb the spread of COVID-19.
Reporting Issues
What to Know if Your Neighbor is a Kiteville Stay Master
● We encourage Stay Masters to think carefully about their responsibilities. Hosting comes with a commitment to neighbors and the community.
How to Report Discrimination to Kiteville
● Kiteville’s nondiscrimination policy was created to protect our community, and we take reports of discrimination very seriously.
Report a Listing
● Select "Report this listing" from any listing on Kiteville.
Reporting Illegal Content
● Kiteville provides a mechanism for users, Members, and third parties to report any suspected illegal content on our platform. This reporting mechanism is available to EEA residents.
When a Neighbor Reports an Issue
● Guidance for Stay Masters for when a neighbor reports an issue.
Government Travel Restrictions and Advisories
Travel Restrictions and Advisories in North America
● Find updates for government orders and decrees by region.
COVID-19 Travel Advisories and Information
● Find individual country updates for government orders and decrees related to COVID-19.
About Kiteville
Getting Started
Creating an Account
● Signing up is free—use your email address, phone number, Facebook or Google account, or Apple ID.
Update the Kiteville App
● Go to Google Play or the Apple App Store. We regularly add more features to the app, so it’s helpful to stay current.
How Kiteville Works
Contact Info and Feedback
● Get Help or Contact Kiteville Support: Most Stay masters and guests are able to quickly resolve issues on their own. Explore ways to get the help you need before, during, or after a trip.
● Share Your Feedback About Kiteville: Use our form to give feedback about how a Kiteville feature works or to report a bug.
The Basics
● About Kiteville: What It Is and How It Works: You can host anything, anywhere, so guests can enjoy everything, everywhere.
● About Super Stay Masters: Super Stay Master listings include a badge, which Stay Masters earn by meeting certain criteria that exemplifies what it means to be a Stay Master.
● The Kiteville Community Center: Stay Masters can connect with each other, share stories, get advice, and keep current about Kiteville news and policies.