Renters want transparency around artificial intelligence (AI) during the leasing process, according to a new report from Rently. In its 2025 Report on AI in Leasing, 3 out of 4 renters reported that they lose trust when AI is hidden during that journey.
Third-party platform Pollfish polled 800 U.S. adults in September, examining renter sentiments around AI-assisted searches, self-guided touring, leasing, and support.
According to Rently, the survey findings point to renters wanting tools to make decisions easier and faster with safe and transparent access to properties and human contact available when needed.
“The rental process isn’t just about square footage or price. It’s about how the experience feels,” said Rently CEO Merrick Lackner. “Renters want listings that are accurate, tours that are flexible, and support that’s responsive. AI can make those interactions faster and easier, but only when it’s transparent. Leasing technology that reduces friction while keeping people in control is what will define the next era of rental technology.”
While 74% said they are less comfortable when AI isn’t disclosed during the leasing journey, 57% said they want human support available at any time and 47% want the ability to opt out of AI features.
Some other key findings from the Rently survey include:
- AI that cuts through the noise: 60% said they want rental recommendations that match their budget and needs; 55% reported they want availability and pricing updated in real time; and 50% said they want suggestions for comparable units when a listing is no longer available;
- Flexible and secure self-guided tours: Half of the respondents said they value being able to tour properties after hours, while 49% reported wanting property details on their phone during the visit. Another 46% said they want secure entry with ID verification and one-time codes when touring;
- AI-powered recommendations: Renters are receptive to AI-powered recommendations that aren’t promotional, with 78% saying in-app recommendations from AI for additional matching rentals would be helpful and only 22% reporting they would ignore them or view them as spam;
- Small premiums for assurance: 42% of respondents said they would pay more for security monitoring, and 37% said they would pay more for 24/7 maintenance support. One-third of residents said they would pay more for smart locks and secure access, followed by instant rent reminders and automated payment portals at 29%. However, 64% said they would cap the added tech costs at $20 per month or less, with only 5% saying they would exceed $60; and
- Human contact: The majority of respondents, 71%, said they would contact a person first when a problem arises, especially when it’s related to rent negotiations, lease renewals, and payment issues, while 13% said they would start with a virtual assistant.
“AI can deliver faster searches and real-time updates, and safer communities, but its real value is empowering renters to make better decisions. When paired with human support, technology doesn’t just streamline leasing, it elevates the entire renter experience,” added Lackner.