Latest / Hospitable Hosts / Product Updates - Hospitable Town Hall, July 8, 2026

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Product Updates - Hospitable Town Hall, July 8, 2026 · Hospitable Hosts

• speaker-1: Okay, hello everyone and welcome to today's Town Hall. Thank you so much for joining us. We're gonna start with some company and product updates today before moving on to Q &A from the audience. And as always, I'm going to briefly bring up our usual disclaimer, and then I'm going to hand over to PC for some new team intros. Thank you very much. That's a great intro with some rules from past experiences. So yeah, the team has been growing a little bit recently and so I get to introduce two of our new colleagues. The first one is Maria. So now is a great time to have video on and mic unmuted and yeah, explain where are you Maria and what are you going to be doing at Hospitable? speaker-2: Hey everyone, I'm Maria. I am based in Lisbon, my hometown. I just recently moved here from ⁓ Madrid. I'll be a product marketing manager at Hospital, and this means I'll be positioning and telling the story of Hospital and its features, ⁓ following our customer and industry insights so that you're not missing out on any of the goodness from our platform because something is not understandable or relatable to you. speaker-1: That's the best marketing job ever in a company like Osprey Vault, frankly. Thank you so much for everything there, for all the great ideas you've been submitting so far. I just wanted to touch base a little bit on the product test that you had recently. speaker-2: It was very challenging. It was ⁓ I I'm not I'm not gonna lie, but it has been great to dive deep on hospital features. ⁓ it was good to be forced into that product test. ⁓ I still have ⁓ a lot to learn, but yeah, it was good. It went well. I passed. speaker-1: Yeah, you did pass. Thank you so very much. Just for if you're joining us, you are an OSP Table employee, basically within the first two to three weeks, you need to take a comprehensive test about everything around the product. It's pretty overwhelming. And that's kind of the point, if I'm honest. Thank you very much, Maria. Now she has not taken a product test yet, but she will in a few weeks. Her name is Michaela and she's joining us from Belfast. Michaela, who are you and what are you doing? speaker-3: Hi everyone, I'm Michaela and I'm based in Belfast in Northern Ireland. I've joined Hospitable as a customer support advocate, so I'm working in support, which I'm sure a lot of you will be familiar with. I'm only on my third day, so I'm still getting onboarded, but I'm really excited to help our hosts get the most of the product and just support you guys whenever it's needed. I guess a little fun fact about me. is that I grew up in Zimbabwe and I moved to the UK, which apparently a lot of people find surprising. But yeah, that's about it. speaker-1: And that makes for a fantastic accent that we're adding to our deck of multiple accents that we have in company. I think you still have plenty of time before your product tests. Obviously, for support, it's a lot more comprehensive than for everyone else. Good luck, Michaela. And you're staying with us to hear the tunnel, right? Perfect. Thank you so very much. And now, we're starting with the product updates. Andrew wants to share a few words about feedback from a recent launch on the Task app. speaker-3: Yes. speaker-0: Cool. Thank you. ⁓ yeah, let's jump in. I'm gonna start by yeah, sharing a few updates from the new features that we announced in the previous town hall two weeks ago. ⁓ specifically looking at ⁓ the guest reviews for cleaners that we launched. So in the tasks app in Hospitable, what your teammates are using. We're now surfacing every Airbnb review for now. We're gonna get the other platforms included, but every Airbnb review that the cleaner participated in. We're gonna share that with them. And so I'm just sharing like the UI, I think got a nice ⁓ refresh. So they're able to see their aggregate cleanliness score over time, how they're doing. And then we're doing a better job, I think, highlighting the important parts for them so they can scan through and see the the private feedback, the public review feedback that is relevant for them. And we're trying to be expansive in what we're considering relevant. We know a lot of your cleaners are part of your team and they take a wide remit when it is ⁓ when it comes to the quality of the stay. So we want them to be able to see all that feedback and improve the job they're doing for you and for the guest. ⁓ so that's ⁓ a nice improvement there. Moving on, ⁓ the other side of the review that we we launched in the previous town hall was the cleaner reviewing the guest. ⁓ and this was kind of new for us. This came from feedback that you all gave us. ⁓ we absolutely love this feature. ⁓ so yeah, what can I say? This has been going great. I'm gonna share some of the the data we've been getting. ⁓ but yeah, we present at the start of the job. ⁓ hey, let's rate the guests. How do they do on the clean? ⁓ and so what we've improved since then on the next slide, we're now ⁓ adding when we get the review from the the the guest, we're updating this in the thread of your inbox so you know that the the review has been received. ⁓ if it is a three-star or less review, we're actually making the unread status ⁓ on that thread. So this this reservation will come to the top of your inbox. There's probably something that you might want to be doing when you get a three-star or or less review from your cleaner on the state. This is probably the first feedback you've gotten that this reservation didn't go to planned. You can hover on the icon there and we'll tell you if they selected any of like the Airbnb review tags that you see. We'll we'll give you the quick summary there. So, hey, they didn't take out the trash, they damaged the property, maybe they broke some of your house rules, they smoked. ⁓ we're gonna highlight there in the thread. And then you can also then open the task from the inbox and see the full comments from the cleaner. We're going to keep embedding this in the workflow further. But what we're already doing, as you can see, is when you go in to a reservation that is no longer in your automatic five-star review, this is I actually want to give this guest feedback. we're sharing everything that the cleaner shares. So here you can see that on this reservation, We've already started to fill out your review for you based on your what your cleaners told you. So they rated the cleanliness of this guest two stars and they even selected some of the tags for you that left a messy kitchen. Next slide. This reservation, they also were that your eyes and ears on the ground that said, hey, they didn't respect the house rules. There was an unapproved pet. Maybe you don't have a reservation that allows pets. They found pet hair everywhere. They are getting that feedback to you as fast as humanly possible now in a nice structured way. That's ready to go for your review for you. So pretty exciting there. On the last slide, we're also helping you write that review with their feedback right where you need it. Hey, this is what your cleaner said about the state of the property when they entered. ⁓ and again, the other workflows that we're looking at, this is the point where you haven't decided to return the security deposit yet. You haven't decided to ask for a five-star review from the guest. And we can we can start to kind of interrupt those automated flows because this is not the automated flow you want. You actually have ⁓ a bad review to give ⁓ and a bad guest. So since we launched this, less than really less than two weeks ago, I think I went live maybe the next day or day later on the next slide. We've gotten 214 reviews submitted by cleaners, which feels really great. these were very interesting. ⁓ you can see they skew positive, thankfully, but take in mind this was fourth of July weekend coming here. So we saw hopefully more parties ⁓ than you see on a normal week. I have increased respect for your cleaning crews after having kind of gone through these. There is a recurring theme of blood in these reviews. ⁓ and I thought it'd be interesting to share a few of them ⁓ with you. So starting with the good on the positive side. And again, this is great to get this feedback as soon as possible from checkout as possible. So hey, the guest was super clean. Even did two loads of laundry for me. I'm very appreciated. That is such a great interaction to play on from the host now to say, hey, we really appreciate what you did for our cleaners and that you respected the the unit. Thank you so much. You're gonna get the five star review back. It just is great candor and that's facilitated by your cleaner. Next one, same thing. Hey, they did a long stay. So, like, really, the cleaner's like really doing a good job, I think, interpreting what's happening. ⁓ they did the laundry, respectful guests, and they're filling out some of those tags for you. So they they they selected for your Airbnb review of them. Yeah, they're neat and tidy, kept in good condition, took care of the garbage, great stuff. Getting into some of the stuff that's not quite as great. I I thought this one was cute because after saying, hey, these guests weren't so great. The cleaner was very charitable and said, I'll give them a three since they were on vacation. ⁓ lovely, I think most of your guests are on vacation, but yeah, that was cute that they thought they could be charitable. ⁓ on the other side, so we saw ⁓ your cleaners helping you enforce house rules. This was a guest that stayed three hours past checkout time, and they went ahead and tagged that reservation for you ⁓ for you to submit that review and tell them, hey, you did not respect my house rules. You stayed past checkout. Getting further down the star count. ⁓ this one actually sounded like they had a really good time. Nerf guns and bullets all over the property, cigarette butts outside on the ground, popcorn all over the house. Had a great time. But yeah, that's probably a one-star review. They left the kitchen messy and excessive garbage. Nerf guns are fine. ⁓ but the last review I will share. ⁓ I'm not sure how this was a two-star, but there was an actual gunshot hole through the window located by the stairwell. The blinds are torn, runner for the dining table stained, sofa couch, and master bedroom is broken. Hard to say what a one star review would be for this cleaner. ⁓ they're probably a saint. ⁓ but yeah, ⁓ not just having fun with these, but like this is great actionable data that we're super excited to have in your workflow now. ⁓ and have your eyes and ears on the ground again, really giving you better intelligence and a better, ⁓ just a better model to keep improving your quality on. And making sure that you're yeah, understanding what's happening and ⁓ from your guests when when your cleaners are the ones that are on the ground. ⁓ okay, switching gears. And I know I got excited and talked too fast there. I'll try to slow down. Okay, so a big update that ⁓ is live as of a few minutes ago is we added a share job button to cleaning. Now, this is going to help any of you that have cleaning team, particularly if you are on the model where, hey, I've got a cleaning manager. That person has a team of cleaners that they kind of manage on their own. This is the unlock for you. So that person might be a secondary user of your account. They might be ⁓ a teammate themselves. So now from the app, they can basically distribute and reassign cleans. What it does, if we go to the next one, they hit the share job tab and we explain exactly what's happening. So I can add multiple cleaners to a job now. ⁓ some of you have. Jobs where you need two or three cleaners working at the same time. That is all possible now. ⁓ but really the primary unlock, I think, is cleaning manager, ads employee. They don't have to be a teammate of Hospitable. This is kind of the pathway to get there, but they can just add with an email address and a name. They now have a cleaner. We report that back into the app. So you actually know who's cleaning your house, who's uploading photos, et cetera. ⁓ they don't get paid, which is the model generally. We'll come up with more flexibility there. ⁓ but this is I'm paying my cleaning company. The cleaning manager belongs to my account. And now they can distribute cleans to their team. And ⁓ yeah, we're gonna do a demo, I think, in the next town hall. ⁓ but they've been the the the guys have been working on some cool presence things. So you can actually see which cleaners in what room on what part of the checklist, working through the checklist items. and ⁓ it's it's very cool. So there's more to come on this. ⁓ but yeah, unlock now for anyone that's has the cleaner manager with teams. ⁓ this is this is cool and this is just out today. I have one more thing to share, ⁓ which is fun in its own way. I think a lot of you maybe have struggled or hesitated to onboard your cleaner so far because hey, I can't see the tasks app. I don't know what they're seeing. It's hard for me to communicate what my team needs to do to get started. you now have a big red button on the teammate page that lets you basically impersonate your cleaner, see exactly what they see. It's read-only, so you're not gonna ruin any of the data, but you can say, hey, look, you can see the payment I just sent you. ⁓ this is where you need to accept this job, or this is how you do this checklist. You can open up the app on their behalf in a secure fashion, read only. If your cleaner works for multiple clients, we don't expose any data to other clients. You only see your data, for example, in the payout section. ⁓ so this is a really cool way for you to have better clarity on what's happening on the cleaner side as well as to onboard your team. We think this makes it a lot easier if you haven't gotten started yet. And this is convincing you too. You just have to go to operations and hospitable. You can start to add your teammates. You can invite them. Everything is English and Spanish for now. ⁓ so we'll we'll do a good job of that in the task app. You can set up recurring task rules and you can pay your teammates instantly, weekly, bi-weekly, or monthly, whatever suits you. ⁓ I was just looking back today, and I it's only been four months since the town hall when we when we launched the tasks app. And since then, we have paid teammates for 9,195 completed tasks. And we're now processing about five hundred and twenty-five thousand dollars a month in cleaner maintenance payments. And that feels pretty good, but we are really just getting started. And with that, I will pass to Marina, who's gonna update you on verbo and other connectivity related items. speaker-3: Thank you, Andrew. Hi everyone. So when we talk about just getting started, we're also just getting started with our verbal partner connection. So I'm here today to bring you updates and show you where we are. So right now we have over 2,000 hosts that are live on this connection today. And this is 500 hosts more than two weeks ago. And notice that two weeks ago I came here and I talked about us limiting the connection to make sure that we were providing a high quality experience to hosts onboarding, but we're not stopping onboardings, which are onboardings are still happening and we had over five hundred hosts onboarded in the last two weeks. So far we had over 5,000 reservations, which means that even though we're slowing down on the onboardings, the numbers of reservations for hosts keep increasing. And here's a number that actually matters for you. The hosts who have connected to the new partner connection have collectively made over 6.4 million in booking value. And this is the most important number because it's not Ours, it's yours. So I mentioned briefly before that we limited a little bit the number of connections to maintain the high quality experience for everyone since many of you are new and you have lots of questions about how everything works when you migrate, and that's normal. ⁓ but you can still upgrade if you're not in the partner connection, if you're still in the legacy connection. you can go to channel connections it's a button and like it's very like in the bottom ⁓ next to settings you can hit there you can hit upgrade on your verbal channel and that means that you'll be placed in a wait list which is first come first serve so we'll notify you as soon as you can actually go and finalize the upgrade. Also talking about upgrades, we are we have planned for next week on Tuesday, July 14th, a home away workshop. This is for our veterans. And I had a host who I thought it was really cute. She said we are the dinosaurs of Verbal. So if you have a listing that is pre-2020, we have currently prevented you from upgrading because Upgrading is not automatic. So there's some procedures that need to be done manually to guarantee that you're not gonna get double bookings, that your reviews are going to be moved over. So we have a workshop planned for next week on Tuesday, same time as the town hall, where we're gonna guide you step by step of how the migration works, what happens, how you can do it by yourself. And We have the link here so that you can sign up. If you have a listing that is pre-2020, you can sign up for the workshop. And we're also going to be notifying you by email. If you don't know that you have one, you hear about it on your email. Okay, so let's move over to some Airbnb updates. There's quite a few changes happening on Airbnb. ⁓ a big one. is that Airbnb fees are changing a lot. So the split fee is officially retiring. On September 15, outside of Europe, ⁓ everyone is moving to the host only fee. And on October thirteenth, inside Europe, everyone will be moving to the host only fee as well. So everyone is moving to the fifteen point five host fee and Brazil and Mexico move to sixteen percent. Andrew, do you have something you want? speaker-0: Just to be clear, I I know some of you are saying, like, well, this already happened. ⁓ to be clear, this is this is all Airbnb host. ⁓ so a lot of you ⁓ went to a host-only fee ⁓ last year, and you remember that because that was for software connected hosts. Some of you who are using our our our limited connection to Airbnb, this hasn't happened to you yet. So you are going to have to start thinking about this ⁓ change in your fee structure to go to the 15.5% host only fee. that is coming for you. And then everyone else ⁓ as well, even hosts that are not using software, will be in the same. So everyone will be treated equally and fairly again, ⁓ which we're happy to see as a software provider of four software connected hosts. speaker-3: Thank you. Okay, so let's talk about discounts. ⁓ there is a new discount that is live today on Airbnb and we highly recommend that you go to Airbnb and set it up. Even though it's not available doing it from Hospitable just yet. It's coming, but for now you can go to Airbnb and set it up. This one is the top-rated guest discount. That means that you'll be giving a 15% discount to guests. Who have over 4.8 star aggregated over at least three reviews. So those are really good guests. They leave good reviews. They cancel less. They travel a lot. They know how things work. They have less questions. So they're pretty good guests. and we highly recommend that you do give them a 15% discount. so that you can even sometimes raise your price a little bit and give them a discount that ⁓ as something that we recommend because it really helps you ⁓ on getting good reviews and good guests and guaranteeing a good stay. So coming next is team to give you updates on devices. speaker-1: Thanks, Marina. ⁓ A brief but substantial devices update this week on Nest Thermostats. It's been a long time coming with this one. We communicated back in May that we'd been granted permission by Google to run an internal pilot for Nest Thermostats. That has gone well. So we are now able to open up that pilot more broadly to you guys. speaker-0: So speaker-1: So if you'd like to be a part of that, scan the QR code on the screen to sign up for the pilot. That'll be starting over the next few weeks and we'll communicate when you've been given access. But also just a quick reminder on what the integration can actually do. Because like I said, long time coming for this one. So when you connect your thermostat to hospitable, you will be able to set the temperature for different presets. So what do you want the temperature to be when the guest arrives? and the property is occupied. And then what do you want the property to be, the temperature to be when the guest leaves and the property is unoccupied. Those presets will then automatically sync to your reservations. So again, if that interests you, if you have a Nest thermostat, scan the QR code and I will hand over to Emily for some mogul updates. speaker-3: Yes, thank you, Tim. Alrighty. So so far this year, Hospitable has facilitated over four million dollars in owner payouts and payments alone. ⁓ that's a big exciting number in all, but the reality is some of you have not been able to take advantage of this because of a strict limitation that we've had in place to only allow your owners to connect one bank account, even if they had multiple properties, each with their own bank account. Starting early next week, that will finally change. Your owners will be able to connect multiple bank accounts so that you can take advantage of owner payouts or payments for owners with more than one property. One bank account will be set as the default, and any additional bank accounts can be scoped to specific properties. These bank accounts will be managed entirely by your owners in their portal. So you'll see that they're eligible to receive payouts, and we will take care of the rest, making sure that the payoffs end up in the appropriate bank account. For each property. This will be live by next week. We'll be sending out an update to our mobile customers who may need this when it's ready so you can keep an eye out for that communication. In the meantime, there are a few prerequisites to paying out your owners that you should know about if you haven't done this at all yet. Before your owners are able to connect and verify their bank account, you need to connect and verify yours and associate it with a property management business. We use Plaid to connect bank accounts, so this process is typically quite fast if you're using a bank that they support. But sometimes you have to connect manually, so the process can take a bit sometimes a bit longer. So we'd recommend that you start your setup steps this week so that next week when this feature is live, your owners can jump on board and be ready to receive payouts for those July statements or invoices come August when they're ready. Now I shall pass it off to Patrick. For some updates on integrations. speaker-2: Thank you, Emily. Hello. ⁓ welcome to Reintegrations. ⁓ and we have something very special for you today. ⁓ so Derek ⁓ will present our new partner and he is using them for quite a long time. So that's why Derek's gonna be the best person to present it. So Derek, please come to the stage. Okay. All right. Well, you know it's that time of year. You go to the mailbox and you have a lot of junk mail. I have my recent junk mail here in my hands. Bedbath and beyond coupon, twenty percent off everything. That's a keeper. ⁓ Val Pack. That's going in the trash. ⁓ here's a 2026 notice of assessment. It's my property tax bill. I bet they're gonna lower my property tax bill this year. ⁓ no, they're gonna increase it. That is what most of you go through. every year your tax property tax bill usually increases. In fact, over the last five years, property tax bills have gone up 27%, exceeding inflation. Just raising the cost of homeownership, which sucks for us as property owners. So I'm proud to announce that today we've partnered with Ownwell. ⁓ I've used them for several years. All you need to do is go to the link at the bottom here. It's ownwell.com forward slash partner forward slash hospitable. You put your property address in and they monitor the property tax increases. Because even if you get this little piece of paper in the mail, you know what you do with it. You stick it over here in the Pile of other stuff, like this is my other paper pile here of stuff I intended to get to, because you only have 45 days to challenge your property tax bill and you think you'll do it, but you put it in the pile and you never mail it back in or you never go online. When you put your address in with own well, they monitor the property tax increases, they fight the increase on your behalf, and then you only pay if they're able to prevent your property. tax bill from increasing. They cover about 60% of US properties today. So they don't cover every market, but they're covering a large part of it. Right now we're in the heart of property tax bill season. So if you want to see if Ownwell covers your area, all you have to do is go to the link on the page, file it, ⁓ and let's hopefully reduce. If you don't own your property, huge, huge way to get kudos with the proper with the owner of the property if you're managing their property, to go to them and say, hey, I can help you fight your property tax bill too. Just makes you sort of an elevated and helps justify the fee that you're charging them as well. So go to Ownwell ⁓ to the link on the page. And with that, I'll pass it over to Patrick. Thank you so much, Derek. Really, really great and happy to have them finally on board as well. And now going over to our other lovely partner, Host Buddy, we're going to have a webinar with them on the 23rd of July at 11 ⁓ sorry at two PM ET. It's very hard for me sometimes for the different time zones for a new session on direct bookings. So including hosts, how they can grow direct bookings with stronger guest loyalty and how to use both hospity and hospitable in combination. So you see the QR code on the button on the right corner, you see the link to register. ⁓ we will looking forward to see you there as well. I'm gonna make a separate post also in the community, so you have everything also on the community. And now passing on to MITs. Thank you so much. speaker-1: Perfect. Thank you very much, Patrick. Yes, ⁓ just quickly to talk about success. So we basically just want to put this link out here. If you have any questions about today's feature updates or questions about how to get the most out of HorseFistBall, we do have a lovely customer success team that's happy to take a call from you. So if you go ahead, scan this QR code. If you're an active customer, you can go ahead and get a session booked in with our customer success team to talk through setup, strategy, workflows, and more to get the most out of HorseFistBall. So go ahead, scan the QR code, I'll head to that link. Petra's dropped that in the chat for you as well. And then I'm jump to talking about a couple of events coming up, as well as being able to book a meeting directly with the success team. They also run weekly workshops. This week's workshop is tomorrow and it's gonna be on the Hospital Guest Portal. And it's basically gonna show you how successful hosts use Hospital's Guest Portal to provide a polished experience. from the moment a reservation is confirmed. You'll learn how to strategically place upsells like early check-in, late check-out, pet fees, and other add-ons where guests are more likely to take action. So go ahead, scan that QR code. That session is tomorrow at 12 p.m. Eastern time. And as always, just a reminder that we do do these town halls every two weeks. So if you want to continue. to get them in your calendar. Go ahead, scan the QR code, and you can add those to your calendar now. Our next session will be Wednesday, July 22nd, again at 12 p.m. Eastern Time. And now I'm going to hand back to PC to finish this off. speaker-5: Hello, I- speaker-1: come back again to me. Sorry for that. Yes. If you don't know, if it's your first time or this company is a little bit different and like everything, everyone else in the space, we are customer and team funded. We do not have a sugar daddy or private equity funds behind us. And that basically tells us what to do. And we are actually very interested in keeping it this way of years now. So yeah, we have a host token. which is basically the proxy to our stock. And this is basically my update to you as you may be an investor into a spitball that the price of the token is today at $42.31. It's flat right now, which means the business is growing, but the price of the token is not growing. So if you are new, this is still a very good time to be making your first investment. As you can see, can compare the slides every two weeks during internal. Now there is basically a 30 % discount. over the fair market value because the business has been growing by as much in the past two weeks. So how does it work? You can go to invest.ospitable.com and that's a place where you can have some, ⁓ some identity verification and you are going to be able then to perform that investment online. You will be able to follow those instructions to perform a payment and have access to all the legal components of what it means to be investing into a company like hospitable. ⁓ If you are resident in the US, as it is the case for some of you, i.e. you're going to need to be an accredited investor. That means you need to pass certain thresholds of income or assets that are under your name. And we need to have a letter to verify that you are an accredited investor. There needs to be a provider for this, provider that we recommend is accredited.am, which is the cheapest and fastest that we have found on the market. And basically, that's your way to get into the action of buying into a split table before the IPO, before it gets significantly higher, which is inevitably, inevitably going to be the case. So yeah, this is basically my update. And if you are an investor that has a VIP class, so basically more than $5,000, I know I owe you an investor update for Q2. Everything is going great. is basically, I've been running out of time and I've been traveling a little bit recently, which is why it's been unfortunately delayed. but it will be posted by the end of the week, I swear. So that's basically what I have on the token, and we can then jump onto the segment you've been looking for, which is those Q &A. Perfect. Thank you very much, PC. So yes, if you would like to ask us a question on stage, you can do so now. So if you would like to do so, you can go down to the bottom of your screen, click the React button, and in there, there's a little raise hand emoji. At which point I will basically ask you to come on stage and please make sure to unmute yourself. We need to be able to hear you to hear your question, of course. So go ahead, raise some hands and we will jump to you now. We have our first caller, Swankyteccha inviting you on stage now. Hello. speaker-6: Hey, how's it going, guys? speaker-1: Fantastic. speaker-2: Okay. speaker-6: Yeah, one of the questions that that I've had ⁓ for quite some time, and I I think I come up with the answer and then I and then I just confuse myself, are things like the ⁓ charges for early check-in, you know, the upsells, are those only available if you have your own direct booking website, or is there some way to integrate that into Airbnb? ⁓ Because for us, it's it's almost every other guest wants to check in early. And when they want to check in early, it's not like an hour. I mean, these people want to check in, you know, sometimes three to four hours early. And it's starting to become like a half day stay. So that's why I wanted to know is that can you integrate that into Airbnb, the upsells, or do you have to have your own direct booking website? speaker-1: I think this is very interesting question now. We're very lucky that our integration partners are listening in, so they heard from you directly that there is an opportunity to do upsells and early check-ins and late check-outs on Airbnb. ⁓ And we love that. So we have our solution with your guest portal to ⁓ offer an upsell where you can charge a guest credit card. ⁓ And basically, they're able to purchase how long is the early check-in, how long is the late checkout, and we are able to process the payment. And as a merchant of record, we are obviously not only processing the payouts to you, but we're also taking care of the tax compliance because those are the check-ins and those are the check-outs. Oncillaries to the accommodation, and so therefore there are taxes that need to be charged. And we also, of course, because like any other credit card payments that we process are liable in case of chargebacks and that happens once in a while. The question specifically about Platform is different. So with Variable, it's particularly friendly for this because we have the credit card on file already. So that means it is one of the best experiences that we can think of, short of direct, because you can charge your guest credit card and that means they don't need to be adding the credit card again on the guest portal. ⁓ When it comes to Airbnb specifically, I mean, sharing that there is no API that we could use to be sending and requesting money via which is the way they basically would recommend to be processing funds. And we have a skated feedback that's ⁓ working on the Airbnb user interface to send and request money, having the back and forth with guests is not a solution, particularly for scale property. property managers. So it puts really property managers between a rock and a hard place when it comes to compliance. want, I think all property managers want to respect the rules, which is that payments have to be processed on Airbnb. But it is not a workable solution for many property managers. And that results in them basically having to go through a massive hassle ⁓ with those early processing, those early check-in and late checkout, just on the guest facing side. And we're just talking about processing the payment of the guest. It's not even the backend operations about making sure or checking whether the property is going to be ready for an early checking or early checkout. So we would love to have an update. Thank you for raising the question on the the processing of those payments. Right now, it's bit of ⁓ an odd situation for property managers and we are advocating a risky for you to the booking platforms. André, you want to add something? speaker-0: The short answer to his question though is no, you do not need a direct booking website. You just need to be sharing the guest portal. ⁓ what Pierre has highlighted is yeah, it's a little bit of a gray area. ⁓ but again, there's no alternative right now. So you just need to be sharing the guest portal and then your guest has the option to purchase early check in, checkout, late checkout, and and everything's processed. speaker-1: Okay. speaker-6: And do do you guess actually ⁓ how often or what is the frequency in which someone would actually pay for an early check-in? I'm just curious. Is there any data on it? speaker-7: Bye. speaker-1: think it depends on the adoption, frankly, in their first place. There are some locations that are more prone to than others. I mean, this is happening very frequently on our side, but we're going to have to get back to you all now if you want precise numbers. It's a big database out there. speaker-3: I just wanted to add, like, I use this as a host and I was kind of in the camp where I was like, no, I just want to give my guests everything for free. Like, I'll throw them a couple hours here and there. It's already ready. Why would I do that? ⁓ and I as an employee here, I typically am helping the team actually test features before they come out because I'm a real host too. And so I turned it on on my account and was like shocked at how many people were willing to pay for it. ⁓ so I think it's one of those things where you should just give it a try. And like the worst case scenario is you get free money. ⁓ and there are times when I still do give it for free if somebody really pushes back or whatever, but it's been a lot more successful than I thought. Like for me speaker-1: Okay. I think that dropped a bit too quickly. I yes, I some technical problems. So I hope it's not a problem. You can see it's just during the tunnel a little bit in the dark. But we have some great comments in the the chat for the amount of guests that ask, I would say 50 % pay for it, which is also quite frankly, a great way to say, hey, you know what, you want to know you checking that's great, would you be willing to pay for it? And if 50 % say no, well, so then your operations are just a little bit more calm. all of a sudden running out that if you have a back-to-back reservation, our Andrew is saying, as a guest, I'm surprised that often I'm willing to pay for it, which is making a ton of sense. I would do the same. And China is saying, I've got a decent number of early booking up sales. And my guest pay for all your checking out sign for Alex. We use a part of our customer success team as well. yeah, and 95 % of mine have paid. Okay, there's plenty of people in the chat saying that they are seeing success when it comes to the... to sharing the link to the guest portal from your booking or confirmations across different channels. And then obviously in that guest portal, they will be presented with an opportunity to be purchasing guest themselves. But it's also a place where you can do the ID verification, process a security deposit, ask for their, for the check-in information. So how many guests are going to be staying in, ⁓ checking their contact information if they want to share it and they have. a way to say that, whether they want to share that information with you or not. And all of that is optional for guests to be sharing. So that's basically the great surface of our product that is present with the guest portal. Okay. Thank you for the great question. Perfect. Yes, thank you very much. Okay, we're going to jump ahead now. We have Circle City Retreats. Hello, welcome on stage. Hello, how can we help you today? speaker-2: Thanks for offering me. my question is ⁓ around Airbnb app notifications. So I would love to turn off notifications from the Airbnb app, but there's a few notifications that Hospitable doesn't duplicate. So right now, when I get a message, I get a ping from Airbnb, from Hospitable, and sometimes from Host Buddy if there's an action item for it. So the things I've noticed not possible in Hospitable to get a push notification right now that Airbnb has is new bookings. And payouts. And I didn't know if those were maybe possible to add as a feature and hospitable so I can kill the Airbnb notifications and not blow up my phone. speaker-1: Yeah, I think it's one of those things that probably has been talked about for years. ⁓ Yeah, no, it's first up. mean, how could I say and explain it? One, we will never be as fast as the booking platform for plenty of great reasons. So we would have to do the first thing. Second thing is that we would have to have a proper interface. to decide, to enable each and every single notification. So you can imagine that screen with a ton of toggles and the checkboxes, but what to do, cetera. Can I be honest? We probably have too many screens that look like that. And we would like to terminate them in first intention to remove those. There is also a significant cost factor that come with that. You want to talk about push notifications, that's pretty reasonable. We have asked questions for basically you should be sending those over text messages We spent so much money on tech messages You will probably go crazy if you if I mean I'm going crazy knowing how much we spend on text messages So it's basically it doesn't come at an extra cost it comes at an extra cost of a split able and as a business We are we're not passing it on. Okay, we're not going to be charging an extra for more dollars That's not going to be an add-on that we're going to be charging for for your extra. So Yeah, Anthony is saying just asking for app notification. Yeah. Listen, let's find, let's explore. Thank you for, for, for restirculating that. There are other people that would have, that have solved that problem, with the Zapier integration with webbooks. And then basically being able to, customize with whatever you would like to do with that in particular. speaker-2: Sounds good. New booking notifications, I would be happy, if nothing else. Yeah. speaker-5: Hey. speaker-1: So, yeah... I can I be honest, I don't want to do it. I don't want to do it. No, yeah, you know, right? Okay, I can say that I don't want to do it. I fear that basically, it's the one type of feature that may be signed as maybe maybe genuinely useful. It just it's gonna have to be opt in. Right? Because we we have we cannot process like, okay, starting from this day, every single user can receive all app notifications. So that means going to be obtained. And I think there are bigger opportunities and bigger fish to fry for now at Ospitable to make our features more discoverable before we start getting into a space where we can release this. would say they're important. I'm not saying they're not useful. It's just basically you would have customers churning from Ospitable 12 months after the release because they didn't find a way to get to activate those particular features. Why would this not be automatic? Why would not be on an app that basis? Because otherwise you'd be receiving two notifications. You'll be receiving one from your booking platform and on top of that, the one from a split table that would be noise. But so that's what I would say. speaker-2: I I w I like to live and breathe by the hospital lab 'cause it's so good, so cut out the noise from everyone else I would. speaker-1: Bye! I won't say there are people like you that really love those beautiful app. think we need some encouragement to be working towards it. You can go to the app store, post a review and say how much it's really important for you. That's also some great fuel because what we hear about the app is of course, plenty of other things. So we'd rather focus on those problems rather than basically more features. speaker-2: Okay. Thank you. speaker-1: Thank you for raising that. It's good point. Awesome. Thank you very much for your question. Okay. Okay. We have plenty of people in our queue. So Amir, you're on your stage, hello Amir. Hello, how can we help you today? speaker-8: ⁓ Amir Maiman from Dallas. ⁓ hope you can hear me. ⁓ try to keep this conversation as as polite and try to numb my emotions here, but ⁓ the journey from ⁓ verbo API upgrade was not fun. ⁓ a lot of ⁓ financials were reported incorrectly. I opened multiple tickets. the biggest problem was that when you have numbers that are reporting incorrectly. For example, a booking shows up on owner's portal for, you know, a thousand dollars, but in reality it is twelve hundred and stuff like that. That takes away credibility from from me and my hosts. And I lose that face from them. And when I come back and report that over to hospitable, it takes weeks or two weeks or three weeks just to come back and ask for one more screenshot. Where have I provided a whole video on that session? So that was not one item, one thing. There was like numerous items that had that math problem. ⁓ I I guess the the soul of that is, you know, you know, change always comes with difficulties. There's no denying of it. But the support that we have around it and to respond to it was really questionable. ⁓ support response time on weeks when numbers are incorrect and I have to close my month ⁓ to report my STR taxes or whatever, that was just unacceptable. So I thought to use this platform, PC, you guys are doing great job. But when when when when math is wrong, everything goes on math. When math is wrong and your response time is the same as you know one message went wrong. ⁓ that has to be a bucket where you know messages get priority based on what they're causing. ⁓ honestly, to me, it was two weeks response time for one owner's ⁓ portal was completely goofed up, was not acceptable. I got you know, slandered ⁓ by by that host. And I ended up downgrading myself from Moogle to Pro. That was 12 listings that I had with you guys and all ⁓ lost business. So as much as ⁓ new things bring opportunity, but if they're not executed properly, you lose client bills. So my humble request to all you would be that please, please, please improve your support times, especially for critical issues. Thank you. speaker-1: Yeah, that's very well heard. Thank you for raising that, Amir. That's very well heard. I think I've heard about that specific case on our escalation channel to basically understand what was going on. I totally agree. So that's what we're working towards, to be quite clear. As we released the verbal integration, we faced about 30-35 % extra conversations on support. literally over a matter of days. ⁓ some questions like very much you are basically related to the change, the migration from that legacy connection to basically how it works on a new one. there, this one, I would love to have the chance to investigate it and basically understand what went wrong. Thank you very much, by the way, for supporting or supporting to provide the screenshot, get the videos out so that basically, which that should have removed ⁓ the back and forth to understand what was exactly the issue and the surface of a product that we're dealing with. ⁓ But that's also why we've taken the decision to cue the verbal rollout. So basically, we are not straining even further our existing support response time that affects everybody. There, yeah, this is a massive change to the experience of verbal. And there are, I would say like first day or first week issues that basically are well documented, where our AI is providing the accurate responses. But there is also, I think the problem that is deeper is that because the responses are. So you're communicating a bug report. I'm not saying that it's applicable to you, but the problem of response time is not just one bug report, it's basically the other conversation that we're dealing with. And that ended up being that the AI can give an accurate response and still need an escalation to a human to provide the confirmation that the AI responded correctly. And that takes time. ⁓ The humans are not as well trained as the AI. ⁓ And that ends up basically being a lot of back and forth. I receive escalations. Okay. I share my personal email address. You can send me an email, pc at the speedtable.com. I'm not definitely among the best support person ever. Unfortunately, the title go with that. ⁓ But you end up with this conversation that basically validates the markup rates for verbal as a result of the change. ⁓ And no, you should not have to wait 10 days for that, but I should also not be a question that frankly you should, I mean, you depend on those people to be asking about. It's a math question. Go up and try GPT, go up and cloud and find the answer for yourself. We will not take any case legally the responsibility of setting up your market rate for you. So this is all those kinds of things that we basically see and discover as a result of the release of the Verbo API. It is getting stable. We have been pushing with the past two weeks. So the entire company responding on support. if you've been having an answer on last Thursday and the Thursday before that, that was basically all the company going all in on support and trying to make a dent in the backlog that's happening on support, which is fantastic for everybody. Probably even more for our team, frankly, they love that. And yeah, so that's basically trying to get to a point of balance and where the support team can basically on their own fix the backlog. That did go down. by a few days, but there are still basically a lot of lag time that we have to go through on support. ⁓ speaker-8: too late in the game PC as much as I ⁓ love you guys, ⁓ but ⁓ month I've been there, ⁓ it was just pain. ⁓ that I had to listen to. ⁓ speaker-1: That's great. Yeah, we understand that. So I don't need to. That's great. You have to you have to run your business and do it the best way that you can. It's like, thank you. You still got you. We still got a few other customer. You done great. Thank you very much for your ongoing trust. We are going to try and get it back. There is something on support. There is also something I wanted to say as well on the on product side. It is that, of course, the product is not thought the same way whenever there is an entire economics of products, engineering and support. that has completely changed with AI. ⁓ And we basically need to change and are changing our mindset about basically how we want to build the product. We cannot defer anything to support, which is a message that we've shared multiple times internally. And I think we're doing some good progress on that. So the idea is there is a lower tolerance ⁓ to issues that are created by new deployments or new features in particular. So that's what we have. we're working towards. The idea is, and we will be bringing plenty of initiatives in this summer on your site to basically get that point across and not having to contact support for any reason at all. So that's going to take a while. But thank you, Amir, for raising that. We'll be investigating and getting back to you and understand why, whether that bug is still current. Thank you. Thank you very much. OK, looking at our next caller, we have Austin. Hello, Austin. Welcoming you on stage. Hello, Yes, how can we help you today? speaker-2: Awesome. ⁓ I just have a couple questions on the task app. ⁓ still kind of testing it ⁓ by myself. I have ⁓ many long term in ⁓ rentals and ⁓ some short term in rentals use the same cleaners. So I think the the team feature is gonna gonna help a lot. But we pay our cleaners hourly. I didn't know ⁓ first question, is is that an appetite by anybody ⁓ in the community to to pay their their cleaners hourly? And if so Is that something that would be a future ⁓ possibility within the the task app? speaker-0: Yeah, it's it's not a very frequent use case that we we got brought to us by the the hundreds of hosts we spoke to, but it it is on our radar that the same task, depending on the cleaner, has a different price, which is which is different. But yeah, I think other people in the audience are curious about that as well. And then also, yes, hourly rates for cleaners. So those are both on the radar. I I can't I can't give specific dates yet. ⁓ but yeah, that's that's that's been mentioned. speaker-2: Awesome. ⁓ second question, maybe I'm just not understanding it right, but ⁓ the messaging and I've just been I have ⁓ put myself as a cleaner and just like message myself back and forth. ⁓ as as the the host, like going back to try to find those those messages, ⁓ it it seems like there's like task messages in the inbox, but I can't like really get to them. Is is there something I'm missing there? speaker-1: No. speaker-0: No, it's it's it's not a great implementation yet. It's something that we're gonna improve. I've got some time in my calendar this week to work out some quick wins just to make it work better with what we have today. I think ultimately where we're headed is you as the host do want a single chat history with your cleaner and we can opportunistically thread that two tasks. I think we overindexed on we want you to have a chat that's always in context of the reservation, have that information by your side. I think we can do that in a completely different way. And let you chat more naturally and get in and out of those conversations more, more efficiently. ⁓ so I'm excited for like a V two that's coming for this, but I think there's some quick wins that we can knock out in the next few days, weeks, ⁓ and just make it more functional first. Does that make sense? speaker-2: Awesome. Yeah, it does. ⁓ and just last quick question. ⁓ your your initial kind of launch of the task app task app, you you had this big fancy thing where you could take a video walk through. ⁓ is is that ⁓ is that far, far out, ⁓ do you think? That I'm pretty excited about that coming forward. speaker-0: I think you're the first person that's asked about that again since we launched it. So while it was nice launch fodder, ⁓ and the actually the engineer that was working on that is no longer with Hospitable, which also why I think it lost some momentum. ⁓ I still love the idea. We don't think it's the biggest unlock for cleaners. So I I think that got pushed to kind of like this is ⁓ as far as the the sequencing of make it work, make it fast, make it pretty. That's more on like the make it pretty side. And I think we're trying to make it work for as many hosts as possible right now, which is unlocks on payments like you're talking about. And then we go to the video AI driven walkthrough flow, which is is is gonna be fantastic, but it's it hasn't been communicated to us by hosts that this is the biggest priority for us. speaker-2: Awesome. Appreciate you guys. Thanks. speaker-0: Thank you. speaker-1: Thank you very much, Austin. OK, I think we've got time to squeeze in at least one more. Mike inviting you on stage. Hello, Mike. Hello, Mike. How can we help you today? You're going to need to unmute yourself. Button left somewhere on your device. We cannot hear you right now, Mike. going once, twice, thrice, and... Okay, I think we're going to have to someone else. We're going to try someone else. We're going to try Peace. He's so welcome. Hello. Welcome on stage, Peace. Hello, Peace. It's on you. You can unmute yourself with the button at the bottom left or whatever where your device is. We've hit the technical difficulties portion of the event. Yeah, yeah, yeah. It happens. It's basically a way to verify that the people that are on stage are not paid actors. That's what we're gonna say. If anyone doubted that. Because now we're having conspiracy theories and all. Okay, let's give a last try, maybe, with Kelly. to invite if you can invite her on stage. speaker-2: Hi, yes. Can you hear me? speaker-1: Perfect, thank you Kelly. You broke the streak here. So thank you, how can we help you today? speaker-2: I am asked a couple of times and I think I got my answer, but I we are trying to move over to the VRBO ⁓ integration, but we're on the Chrome extension. Our issue is that we have two homes with two separate bank accounts, but it seems like the integration only dumps into one bank account. So I'm hanging out on the Chrome extension so I can keep my finances separate. Do we have a plan to move that all together? speaker-1: Andrew, do you want to answer on this? speaker-0: I don't have a hundred percent confidence, but maybe Marina can jump in. I believe we support payouts to individual property bank accounts. We do. speaker-3: Yeah. We do support it. speaker-2: Okay, when I tried to do the integration, it would only allow one and so I canceled that and I'm stuck on the Chrome extension. And when I've asked on the questions, the response I've gotten from your team is that it's not possible. speaker-0: Confusion of terms I think. Are you talking about a credit card to pay the verbal commission or are you talking about the reservation pay speaker-2: I'm talking about reservation payout. speaker-3: reservation payout as possible. So after the the connection flow, we guide you through adding your first bank account. But after that you can add as many bank accounts as you want and you can assign them as per properties. So you can have a different bank account for each of your properties. The credit card on the sign up flow that is a different story. That one is only one. So you have to if you have different ⁓ you have if you have to have it differently. Right now it's not supported by verbal. It's not something we can change, but the payout can go to ⁓ different bank accounts. speaker-2: And what's the what are you saying that can't go to the to two separate accounts? speaker-1: Sorry? So the first table that you have to complete on Verbo, that's a credit card. You're not asking a question about the credit card. So you can pay all your fees on Verbo on that one credit card. Then later on this table, we're going to ask you to have at least one account. But then later you have an interface that allows you to map, to match individual bank accounts to the properties. And it's actually supported on Verbo, just like we are supporting that on direct as well. So basically you can route the funds that would be received for that property to that bank account. So there is already that split that is existing for. speaker-2: I may just need to get on one of your ⁓ one on one calls to figure it out. Thank you, appreciate it. speaker-1: Okay, sure. Love to love. Thank you, Katie. Okay, as usual, just to wrap up here. So first of all, people that are waiting on an answer, go ahead, come at me, bro or bros, send me an email at pc at hospitable.com. I'll do my best to escape that to the right people in the company. So go ahead, do that. Do that now. Take five minutes. take a screenshot of a support conversation you may have had and basically go through this. So that basically you can go and jump the queue. After all, you went live on the town also. I owe you that. Thank you very much for your attention. So yeah, pc at ospreytable.com, if I didn't say that before. Second thing, those Q &As shows exactly the kind of tension that a software company has to go through all the time, which is excitement about new things and trying to maintain what's the existing thing. We have been pushing for a long time, if you were a customer of 2025, a lot of products at a very high cadence. That's basically the big thing here. And there was a good strong reason for that to happen. I don't think we would have been able to be in business in 2026 if we had not done that particular part. The second part now is very different. It's basically those big things need to grow. need to be engaged. There needs to be engagement and to be adoption. And that works with a long tail. just as much as we are doing this big stain, which is Verbo, the biggest release of all time, spelled DRAT. And we know it's a very, very important change for everyone that is involved. That's a change about Pospitable, send out a message on community. We're going to be adding $240 million of liabilities because we are the merchants that work on credit cards. So we are a bit mindful about basically how we're rolling it out. It's a massive change on the customer experience of Verbo. So that's evidence by that jump of 30, 35 % of conversation almost overnight. This is not something that you can anticipate. This is not something that you can backfill with more people that I would just, I want to say, fodder to basically get them to answer more conversations. It basically doesn't work like that. So this is basically the balance. Yes, there are some things that are getting you that would be useful, no doubt about it. But they are arbitraged against the other parts that are part of our product. And we would like to grow just like everybody on a stable infrastructure on a great level of customer support and service, as I believe we do in our investment with AI. And there's this huge backlog that basically we have to go through as a result of the launch. So we're going to go through that. This is absolutely the most important item on the roadmap in the short term. So that's always what we're trying to balance out. For a little bit of time now, what we are not at all in product updates is our ⁓ small things because behind the scenes we're working for the improvement in quality. We're working for improving our product processes and basically get you on board in a nice way to be successful with Ospitable. So that's what we're trying to do at Ospitable right now. Then later we can go into a lot more product stuff, but that's basically in the future. Right now the mission is a bit different. Stay with us for the next, us again in two weeks and you're to have more updates on what we're doing on VeriBoad to improve the connection, to improve those issues. I want to thank our partners that have been live on this call. So on the booking platform site to basically hear the feedback directly from you, which is why I'm not upset at all about you sharing your pain. It's basically fuel for us. We're unique in that. so that's why we love to draw some attention. ⁓ on the problems that you're facing and have the right stakeholders working on this. Okay, thank you so very much. See you in two weeks, same time, same place.