Latest / Hospitable Hosts / Product Updates - Hospitable Town Hall, September 30, 2026

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Product Updates - Hospitable Town Hall, September 30, 2026 · Hospitable Hosts

• speaker-2: All right. Hello, everybody, everyone. This is PC here, and I'm standing in for miles. could not join us today? Because this is traveling and joining many of our customers live on a conference. I didn't get to travel. So I'm excited, nonetheless, to welcome you all to today's town hall. There's a bit of a disclaimer out there. where I'm supposed to be passing on to myself to introduce you a new team member. His name is Liam and he's joining us from the UK as he's joining our product engineering team. Liam, show up now, video on, on, and introduce yourself. Who are you? What are you to be doing at a split table? speaker-0: Hi everyone, my name's Liam. I'm from a smaller city in the UK called St Albans, which is close to London. I'm joining Hospitable as a software engineer, hoping to make some great contributions to the product and features like that. I'm not a host, I've never been a host, but I've spent the past eight days pretending I am as I've tried to learn the product inside out, still some holes in my knowledge, but getting the very... quickly hopefully. And a fun fact about me is I've been to every continent in the world, including Antarctica, which I was very lucky to go on a trip to earlier this year. So that's me. Very nice to meet you all and looking forward to get you get into it. speaker-2: You're going to have a follow up on this one. So how does border control work in Antarctica? Do you have a visa? You have a thing saying that you are actually in Antarctica? speaker-0: So you have to obviously go through the process of getting into Argentina, which is the first step and then when you get on the ship There is some sort of loose border controls But you do get a penguin stamp in your passport to say that you've been to the to the continent of penguins in Antarctica And I think that's as far as deep as it goes really speaker-2: That's fantastic, guess you were really going to want to keep that passport. speaker-3: yeah, exactly. speaker-2: Fantastic. Thank you very much, Yam Yag. Joining our product, Lead Growth Team, which really works on onboarding, activation, and engagement of our user base. And this is really the part that we're bringing a of polish to our product. Now, what are we going to be talking about today during this tunnel? We're going to be talking about a new improvement to our mogul feature for managing bank accounts for new owners. We're going to share. Quite a few things on Verbo. You're going to hear me back again on that section. Another update from our connectivity team on booking.com. And our task app with the engineer that is in charge, since everybody is traveling for that. So go ahead, Emily. That's up to you now. speaker-4: Awesome. Thank you, PC. Hi, everybody. All right, this update is for our customers who have wanted to use owner payouts or split payouts, but haven't been able to yet, because asking your owners to add their bank account in the or in the owner portal is a pain, especially when their bank account was already added in hospitable maybe years ago to be receiving other types of payouts like verbo or direct reservations. Until now, when you added a bank account for an owner in Hospitable, it was never actually connected to that owner's user. The owner couldn't see it, it couldn't be used for owner payouts or owner payments or split payouts in the portal. So this disjointed experience meant that if you wanted Hospitable to handle your owner payouts or split payouts for you, you had to have your owner connect the same exact bank account in a different place. Or you just didn't bother at all because you didn't want to inconvenience your owner in that way. We are finally starting to connect the dots here, and starting today are linking bank accounts to their respective owners. This means that the bank accounts that you add in hospitable or have already added in hospitable rather, can be used for both reservation payouts as they already are, and now also for owner payouts and split payouts with full visibility in both Hospitable and the Owner Portal. So here's a little bit more about how the matching works. If you're curious, you may remember that when the bank accounts were added initially, those owners had to go through a KYC or a know your customer process to verify that they did, in fact, own that bank account. So we look at the details provided by the owner during that KYC process that they completed, like the name of the individual or the business that owns the bank account, the address, and of course we also look at the properties that they Own according to Hospitable. So if those KYC details and the property details match perfectly in both places, we have a full match. No action is required from either of you. The bank account is now visible in the owner portal and can be used for owner payouts or split payouts if you use those features. If there is more of a partial match, for example, maybe the properties align, but the KYC details don't match perfectly. Maybe the KYC details had the owner's like full legal name, but you added a shortened version of it when you added them to the portal. Maybe their name is Samuel, but you added them as Sam. We'll suggest a match instead. You simply review and approve that match, and the bank account will show in the owner portal after that. You can start this process by going to your settings, the payments and payouts page in Hospitable, and you'll see this little purple bar above all the bank accounts that we are. Suggesting a match for. This is really the first of many milestones related to bank account management for your owners. You may remember in our last town hall we released split payouts, and we're very excited about that, but there are still things that make it difficult for people to use despite wanting to use it. And so this is one of those things. But there's many more things we'll be doing. One of them we're going to be improving the matching process to accept things that maybe don't match perfectly, but Totally should, like small address differences like drive or the abbreviated version of Drive DR. we're also gonna be supporting manual matching. So this means like maybe the KYC details don't match at all. Maybe the bank account belonged to a business and so the KYC details aligned with the business, but when you added the owner, you added them as an individual, which is a pretty common thing that we see happen because you just don't know their business details, right? will allow you to make that match manually if we see that the properties are the same and think that they otherwise go together. And then we'll also be linking the other way too, where bank accounts that were added in the portal first become visible to you in hospitable. So those bank accounts which were added for owner payouts and payments or split payouts can then be used for other things like full reservation payouts. Okay, so we hope all of that will make your life a lot easier, especially when it comes to using some of our owner payouts feature and features, including split payouts. and I also want to remind you that we are hosting two daily calls where we do split payouts live onboarding. So if you're curious about split payouts, which is where we pay you and your owner at the exact same time after the guest checks in and just want to turn it on with a human on the phone. I'm a human and you can sign up for a slot with me and we can do that together. you can book that. And if you don't want to do it one-on-one, but you're still curious, you just want to learn a little bit more, I do want to let you guys know that a week from tomorrow, on October 8th, our customer success team is hosting a success weekly all about owner relations. They do this every week, but next week says about owner relations, we'll be talking about owner statements and voices, onboarding your owners, paying your owners or getting paid. so we'd love for you to scan that and show up there if you'd like to learn more. All right, I will pass it back to PC for some updates on Virgo. speaker-2: Yes, everyone's favorite channel on the chat at least. So this is an update that is a bit of an odd take because we have received exactly the same email as you have, which is about their plan to streamline pricing for host. So all of that is a bit fresh and new. We're talking with the Verbo team to receive more update and more clarity on what's going to happen starting on October 29. which is when they are planning that change to now be effective. just as a recap, what we see at hostpittable is that the variable fees are structured in this way. There is a guest service fee where the mean is actually 9.5%, which is actually a range that may happen between 10 and 11.12%. You are being charged as host a commission that is between 5 and 8%, depending on the type of connection that you have, knowing that if you are and there is a problem there on the wrong side, Yes, but Verbo Legacy, so if you are on official connection, then you are charged an additional 3 % payment processing fee, which means a total commission of 8 % plus the guest service fee that is added on top of your nightly rate. And so you see basically how much money Verbo is making on each of your reservation. And that translates to basically just under 14 % on Verbo. Of course, you need to add the payment processing cost on your side since our property manager connected to Verbo have to be the one processing their own fonts without alternative. So tomorrow or whether end of October, the plan that is being communicated by Verbo is to streamline, which means consolidating all payment processing it seems and Verbo commission within one single rate, which is going to be 12%, applied it seems to both a verbal partner and verbal legacy. We don't know about what's going to happen on the guest service-free side. And there is actually quite a few caveats and exclusions from that plan. For example, I mean, it seems pretty clear about the attractivity on the API side will completely collapse, which will ultimately result in issues in terms of synchronizing stays between different platforms or simply being able to use Analyst on Verbo. There is already a caveat that's pretty significant from what we hear on the Verbo partner side, so API connected supply. Since it seems that hosts that are already located in Europe, Middle East, Africa, Australia, New Zealand, will stay on the existing array, there will be no change that is planned for them. There is an ongoing question really about what's to happen. to hosts that are listing on Verbo with the property management software in North America. And this is a very significant question for Verbo, because actually globally, 55 % of Verbo supply is connected via a property management software. A little bit under in the US, that's still 51%. So a massive change like this to the economics is very important, as it seems that there is going to be a discount in the guest services, but not a complete collapse. It's not going to be a host only fee from what we understand at this point in time. So this is a pretty meaningful change for Verbo. We're going to be here, of course. It's very early to say, well, are we going to be able to assist? But really, our intention is going to be to assist in helping a host, marking out their rates to basically make sure that their bottom line is protected. We've done this for Airbnb host, and we've learned a lot in the process. So we are going to be seeking clarification with the variable on the precise mechanics of the migration, simply when precisely is it going to happen, and understand, of course, the actual implications for API connected host on the variable. We heard from them before about that plan. We were not in the secret of the gods. But I think really their intention was to definitely not hurt the API connected supply. We're really looking forward to a clarification of terms here. If this plan needs to proceed, there will have to be adjustment. So Verbo partner host will need to mark up their rate an extra almost 8%. And Verbo legacy host, or connected unofficial, would need to mark up their rate an extra 4.55 % to receive the same amount of money from Verbo. It's going to be also particularly interesting, because that change under service fees is also going to be following an update to a variable's terms of service, which is introducing a clause, a rate parity clause, meaning that host must give variable rates at least as low as what they give other channels, including host on the website. So that's going to be interesting to see that going live. And a variable also added a clause stating that the host rates that are listing on variable will also be distributed through AI-powered agents and meta search sites. So not necessarily on the variable, but bookings can happen elsewhere. It's also a practice that we've seen OTAs engage into. So I don't really have a lot of information, because we're going to be, as the meme says, we're going to be monitoring the situation. And we are going to be sharing more as we learn along the way. And that's, believe, variable plans are going to be shared to more users. Now, onto our real. Verbal Partner Connection and updates that we continue to make on Verbal. I now pass it on to Abby. Thank you. Good luck. speaker-4: Thanks, PC. So yeah, we've made some changes to wait to the way that we process payments for those of you who are on our Virbo partner connection to hopefully help you convert more bookings by allowing guests to retry if their initial payment attempt fails. So before, if a guest payment failed, their reservation would not get created and they'd essentially need to try to make that booking again on Virbo. Now, if the guest payment fails, we're still going to create the booking for you, and then we'll give the guests 24 hours to complete payment. We'll send them an email and a text message with a link to pay, and we'll hold all other scheduled messages until payment is received. If 24 hours passes and we haven't collected the payment, then the booking will be automatically canceled for non-payment. And in the inbox, you will see that the guest payment failed so that you can communicate to the guests. And if you want to cancel before that 24-hour period ends, you can do that as well. we released this at the end of the last week and we've been monitoring. and we have seen that about 70% of guests actually do go on to complete payment and we recover that booking. So good success there so far. and then next I have an update on booking.com specifically around. request to book. So before booking.com was different from the other platforms when it comes to request to book. a booking request on booking.com was really just an inquiry. so what what would happen is when you got a booking request, the guest didn't actually pay. The dates that they requested were still available. And then if you pre-approved the requests, guests still had to go back, complete their payment and finish the booking. And that of course meant that some never did. So with the new version of request a book, the process is aligned with what you experience on Airbnb and Verbo. So when a guest requests a book, booking.com will actually authorize their payment for the full stay and the request will become a real calendar block. You then have 24 hours to accept the booking. If you approve it, it becomes a booking, or if you decline it, it expires and the date opens again. Booking.com has only made this feature available for some properties. So who is eligible? if your property is your property will be eligible if it is in the US, Australia, France, Spain, the UK, Germany, or Italy. And if you have payments by Booking enabled and Booking.com is collecting those payments for you. And if that is you, you can enable this from your property availability sites. And that's it. On to Jake. speaker-2: Hello. Thank you very much. I am Jake. I'm one of the engineers that has been working on the operations part of the app and the task app. So a couple of updates of what we've been up to. Starting off with backup teammate assignment. So we have heard a lot of feedback from you guys and we're trying to work through and make the product as good as it can be. And the next thing that we've done is backup teammate assignment. So the flow is simple. You add as many backup cleaners to your task rule as you need, and when your primary teammate declines the task, we will automatically reassign the task to the first backup teammate you configured. If your primary teammate then goes to decline the task, we will automatically assign it to the next backup teammate that you selected. And then we'll keep going until it has been accepted or there are no more backup teammates left for that task. Once we've gone through the list, we'll let you know. whether your task is being accepted or it's been declined by all of your backup teammates. So, all you need to do to get this set up is head over to your task rules, go to the assignment section where you can now assign multiple teammates. Okay, next up is some more languages in the app. So we have 13,000 teammates that have been using the Task app. And of those teammates, we know that there are 130 people that would prefer to use the Task app in German, and another 100 that would prefer to use it in simplified Chinese. So in our mission to make the Task app work for you and your teammates, we've added them, and there is more to come. So Polish is going to be up next. And just a reminder that everything in the app is fully translated when we have the translations. So that includes auto translating your checklists, any messages, upsells that the guests have purchased on the reservation, and anything else as well. And with that, I will pass over to Tim. speaker-0: Thank you, Jake. Hello, everyone. Yes. So we have been looking at ways to improve the guest portal to make it something that you want to share with your guests more and to make it something that your guests want to use more. So we have a couple updates that should help with that and a lot more coming soon as well. But first, we have added the Wi-Fi username and password to the guest portal. It should save you some time. responding to Wi-Fi related messages and helps guests to explore the guest portal a little bit more. And we've also added a QR code to share said Wi-Fi details with other guests as well. Second then, so for those of you who are utilizing our trip insurance product in the guest portal, speaker-2: The speaker-0: Oldflow, as you'll see on the screen now, was a little bit dull. It didn't explain the full benefits of trip insurance, things like travel delay coverage, lost baggage, or emergency medical coverage as well. It now does. What we are seeing from this, we're seeing more guests say yes to this question and actually go on to purchase trip insurance as a result. So you should be seeing a bit of an uptick in the number of trip insurance policies that you're selling. And then finally, Coming later this week, we'll also be adding the Smart Lock code to the guest portal, as well as controls to lock and unlock the door from the guest portal itself. This is tied to when you actually share the code or 24 hours before check-in, provided that all of those check-in tasks are complete. So we won't be displaying it before it should be available. But it should prevent some lockouts arising from issues where codes don't get sent. More coming soon, like I mentioned. But for now, I'll pass it over to Patrick to talk about some integration updates. Perfect. Thank you, Tim. Hey, everybody. Patrick here again from the partnerships team. Today, I'm very happy to introduce to you five new partners that just went live in our marketplace. So let's kick it off with Darryd Bookings. We have now Emerald Coast by owner or EC by Y.O. A little bit hard to pronounce. If you have a property on the Gulf Coast like Florida, Alabama, Louisiana, and my favorite state, Texas, this would be another place for the guests to find and book directly. And the cool thing is that guests don't pay a service fee. And also the handy part is that you can keep mentioning everything on hospitable and your listings, photos, pricing, availability syncs automatically. and booking come through as a direct booking within Auspice Bill as well. So you're adding another way to get bookings without adding a calendar to manage as well. So next up is operations. We have Trellis and our inbox, automated messages, AI replies is already take care of most of your guest communication. But Trellis is adding another layer on top of that one. So it has phone calls, WhatsApp, and also its own AI agent that can take action in more than over 200 other tools. It's like ordering supplies or sketching technicians. or you want to connect to one of our partners as well, like BreeSpace, for instance. So it's not just about answering a guest question, but helping get the next step done on your side. Then as a third one, we have CSA partners from the Calgary Professional Services. And if you own rental operations in the US, like you mostly have, CSA partner helps you to identify any kind of tax deductions. So you may be able to claim those ones sooner. And this is called cost segregation. And it could free up a lot of cash to improve either your properties or you can reinvest that into your business as well. The benefit really depends on your tech situation. So always check with your tech advisor or click on the marketplace on Learn More and the people from CSA Partners will reach out to you as well. Next one, we have Inkstar for marketing. Say some of you know already Chase Gilmore for Merix. This is his latest service. They just launched and many of you have a daily booking website. But the big question is always how do you guys find it? And that's actually where Insta comes into place. It automatically writes for you and publishes SEO articles to your site. So it also helps improve the visibility on Google and also on AI searches like JetGBT, for instance. And as we all know, diary booking can help really reduce OTA commissions. And a really cool story from one of our customers is that they grew their traffic under a year and six times and also generated over $300,000 in diary booking revenue. What you have to do, can import your properties very simple with the integration from hospital with one click. You can try it out for free for three days, and then you can also have any questions towards Chase. Last one, please. We just got live with Clamping Hub today. It's another channel for you. So if you have a cabin, a dome, a tree house, or any other unique state in nature, what I personally like a lot, Clamping Hub helps you really to reach those travelers who are looking really for a unique experience as well. So Glamping Heart have more than 20,000 listings on their platform across over 115 countries. And the cool thing as well, the listing is free with a standard booking commission of like 4%. So how do you get started with them? You just can head over to the Ingressions page, click on Connect, the team from Glamping Heart will help you with all the next steps. So make sure that everything is accordingly and everything is in sync with your rates availability and inhospitable. So to sum it up, have EC by Y.O. and Inkstar in glamping up to help to reach more guests. Chalice is helping you to take work off your plate and CSA partners help to explore potential sex saving, what we all like. So all five partners are live today in our marketplace. And if you're looking for special benefit, you can click on the community under resources, partner benefits, and there you have some really unique offers and discounts as well. I'm always adding more and more to this one as well. And if you have any questions, feel free to reach out to me. or the partnerships teams. And thank you so much for today and also handing over now to Trine for some success. speaker-1: Thanks, Patrick. Appreciate it. so the quick tip for today, so this is really similar to what Patrick was just talking about. Patrick and I had a conversation earlier in the week about some of our non-OTA channel integrations. So I thought it was really cool. I wanted to share this with you y'all today. So if you scan the QR code, there's a short video I created, but if you go to the integrations tab, there's a channel section. And the ones that Patrick just mentioned, like Glamping Hub, there's a whole bunch of other ones in there. So there's some military related channels that you can you can set up your listings on. And I actually set up mine on one of them and I got a booking a few weeks ago. They were great guests, really respectful, really clean. So they're the great kind of guests that you would want. But it gives you a little more distribution. So scan the QR code, take a look at the video, and then click into the settings and the integrations tab and you'll see the different channels that you can list on outside of the OTAs that we're already all all listed on. So it gives you a little bit of diversification there. success weekly. So tomorrow we've got a really special success weekly call. So Britney does these every Thursday and then Tony and Ash do some every other week as well. Tomorrow with Britney, we're interviewing a host, Paul Stewart. So Paul uses Hospitable really successfully with 80 plus properties, and they're gonna talk specifically about using dynamic pricing tool within Hospitable to help him manage his properties. So tune into that one. And again, you can scan this QR code or click on the the or copy the link. Or I guess you can't copy it because we're in a Zoom call, but You know what I mean. So you can scan the QR code and you can join that call tomorrow. And then book a call with our team. So I see a little bit of chat going on talking about customer success. We've got a team of customer success managers. We're not support, we are more helping you kind of take advantage of all the features within your account and activate things, find things that you may not be be realized that are in your account that you can help you earn a little bit more money, save a little bit of time, set up some more automation. So we're not specifically successed. So if you scan this this code, we you can set up a time with our team and we can help you optimize your account as much as possible. And I'm not a hundred percent sure. Maybe we're going to Gabby? speaker-4: That is me. speaker-1: Cool. speaker-4: Thank you. So we have a few events to go through today, but next we'll be back at the same time, same place in two weeks for our next town hall. So go ahead and scan this QR to add any of the future town halls to your calendar now. And just before we go into the QA section, please remember that you can find all the links from today, as well as other updates in our community. So final QR code gives you access to all those links shared today. We will be now going into our Q<unk>A section. So please raise your hand if you have a question and I will then bring you on stage to ask your question. speaker-2: Okay, thank you very much. Let's go for the first ones. Yes, that are raising their hands, so that's something that you can do on the bottom of your screen. speaker-1: It's speaker-4: First one MJ. Hi MJ. speaker-2: Hey, IMJ, you are muted right now. You're going to need to unmute so that we can hear you for your question. Going on once. We may as to check a bit later if when we fix some microphone issues. it seems that we can hear you now, MJ. You are unmuted. But we may not hear you yet. We don't hear you yet. speaker-4: Mm-hmm. speaker-2: Yes. We'll come back to you, MJ. And next we can have Ana. Ana. Ana. Ana. Ana. Ana. speaker-4: Yes, Anna, thank you. speaker-1: On a good stuff. So what are we doing? speaker-4: I'm doing great. How are you doing? speaker-2: Fantastic. How can we help you today? speaker-4: I'm curious about automated responses. So we use a lot of your, you know, event-triggered automations, like for check-in instructions and all that kind of stuff. But as far as actually answering guest questions with AI, what we're doing now is we're actually using Claude, like we've integrated Claude and It's able to do some things like it can send us a hourly message if the guest has like a real issue. it sends us an email. and it can send us like it can't like your your AI automation is still kind of limited. not a very technical person, but maybe I don't know if you could talk about that, like because I know there's like a Zapier integration that we would have to use to get like real time AI interaction with the guests. And I'm wondering if there's gonna be anything more directly available. speaker-2: OK, on the AI roadmap in particular, and then also probably on your MCP. So I think that's what you're talking about, right? About integrating with Cloud, you have integrated with our MCP. Is that correct? speaker-4: I think so. I'm not sure what an MCP is, but I think so. speaker-2: If you have a button to connect to cloud, that probably is an MCP and you have to authorize it. So that's basically for users that may not be familiar with that. So that's basically a great way to interact with actually hospitable API and doing tool calls so that you can let your AI agent, your AI assistant interact with hospitable. So it's exactly what you describe is basically you can retrieve all the content that we have across your properties. You can send messages to your guests basically with all the context you can have. The of it is that you can have it completely custom to your needs with any kind of routine you would like to have. So exactly like, for example, sending a message. What you would like to have, I think, is a bit more sophisticated, which is basically receiving live messages from hospitable so that you can have an automatic AI responder on top of it. Technically, that would require what's called a web book so that our application sends you a message. That will require you probably to have your own application on the side to be able to store or to have a database to basically be able to store those messages directly. So that will be a level of technical sophistication that's a little bit higher, but it's not unachievable for you to do that. setting up a web book, receiving live messages across all your conversations. So you have the same messages that we are receiving from OTAs and from your guests wherever they are booking. So that's something you can do on Replic, on any kind of application that can do that for you. And then on the second part, what's our AI roadmap? Well, it's kind of a problem, right? Because the reality of it is that you can do those things pretty much for the cost of the cloud subscription. And you can do something that actually is going to be tailored to your need. Whereas we, and I want to say it in an honest take, is that we're always losing against that. There is no amount of user interface that we can build. There is no amount of investment that could be there. Now, there are definitely something that we looking at improving across our AI. So any function that's basically is leveraging some AI, including the AI responder that's available for mobile customers. There are really something that we want to bring there, especially with latest development. For example, Jeff, for example, classifying transactions as we talked earlier, that's Jeff. rather, that's basically used by those latest generation models. But it's kind of a tricky equation. Like, we could invest tens of millions of dollars into building a better AI. It will still not compete with exactly the thing that you want to do, with exactly the information that you would like to have, because you're still going to have to implement it on a split table. So there is a bit of something in the middle that we can do, nonetheless. And we're excited to do that. It's just a bit, yeah. We have our own, I have my own debate and question about basically what exactly can we build that is going to be sustainable considering the evolution of technology. speaker-4: Yeah. Well that's helpful because it sounds like you're not really planning to implement something at that level in the very near future. Because my question is, should I invest in something that has the web hooks and does all of that or should I wait for you guys to speaker-2: Go do it. Go do it. I I don't know exactly what you're looking for. There is definitely some basic usage or some things where people that are not familiar with how to use AI or not technical enough to vibe code that probably we can help them. And there are plenty of customers that are like this. So this is fantastic. So yeah, in your case, go ahead and do it. Because whatever we do, you will basically do something that works really well for you. in the meantime. That's the reality of software development these days on those features. speaker-4: Okay, thank you very much. speaker-2: Yeah, very welcome. Thank you for the question. speaker-4: Okay, next we're going to try MJ again. speaker-2: Let's try. MJ, speaker-4: Hi. I'm J. speaker-2: are you online? Can we hear you? You cannot unmute. You are not unmuted yet, so we cannot hear you. You're going to unmute yourself. That's a button. I think if you're on desktop, that's at the bottom left. OK, Kun-Helm, tell us when you're ready, when you are on the chat directly. speaker-4: Next up is Emily. speaker-2: Let's go with Emily. Hello, Emily! speaker-4: Hello, mogul question. I am having a hard time seeing when I'm I have like 67 properties. So I don't see anywhere for me to be able to tell when an owner pays an invoice other than having to go into each of their individual owner portals. Are you guys eventually going to have something where it's just, you know, I can quickly see who has paid? So When they pay it they're they're paying through hospitable, right? Like through the owner portal. it should move automatically into the paid tab. You know, in the statements page you have like in review, published, and paid. So it should go over speaker-0: So. speaker-4: the only ones that I'm seeing that show up as paid in that tab are if I paid them out money. So like if I had, you know, direct booking or something like that. and I had to send them the money through the portal. that's that those are the only ones that are showing up in the paid tab for me. Okay. we have something that we need to look into then, because that's not expected. It should go in there. So thank you for raising that. we'll take a look and and I'll reach out and keep you updated. Thank you so much. Mm-hmm. Amazing. So next up we have Alistair. Hello Alistair. speaker-2: Hello Alastair. Hi. speaker-0: You see, didn't you hear me okay? speaker-2: Perfectly. How can we help you? speaker-0: Excellent. Just a couple of things. On the guest portal, that's great to see some progress being made. It would be amazing if we could upload things like welcome guides, put in the address, Google Map link, date sustain, check in, check out, just a kind of quick high level overview so they've got all the information when they inevitably haven't read the welcome guide and all the instructions that we've sent them three times prior to their check-in. So it would be great to see some of these features on the guest portal. Another one would be great is in the inbox if we could search for keywords. Maybe a guest has requested something and we can't quite remember which guest it was. Being able to search that within the inbox would be amazing. Then the search would be on some of the links you can right-click and open in a new tab. On others you can't. I wonder whether it was on the roadmap to make that all uniform so that you could open up certain windows in a new tab. speaker-4: I can address the the first part of your your feedback, which is on the guest portal. we were already talking about your feedback on the side, discussing it and like talking about wow, we should really just get this done. because a lot of the things that you asked for, like directions, being able to open the address in Google Maps, Apple Maps, all of these things that you were asking for is actually there in the guest portal for direct bookings. but we just need to extend that support to all reservations from all platforms. so that we will absolutely do very soon. And just in general, we are, as you may have seen if you've been joining the past couple of town halls, kind of just trying to iterate on the guest portal a l as as quickly as we can. So we're trying to add additional value there, doing that in little bits. the next part of that would definitely be welcome guides or even like we've we've seen a lot of people in the chat asking about they already have guidebooks, like just being able to link to those from the guest portal, making them available when only when they should be available to the guest, before their stay or during their stay. So yeah, feedback heard and we absolutely wanna get that done soon. speaker-0: Amazing. Thank you. And just one point, and nobody's paid me to say this, but actually I started my journey with Hospitable and went across to another platform and came running back very quickly to Hospitable. I think you guys are great and I think the MCP connections that you've got with Claude, it's quite amazing everything that you can do with that. So big, big fan and thank you for everything that you're doing. speaker-2: Thank you. Thank you very much. wanted to answer on the other part. speaker-3: under inbox speaker-2: But yeah, so search. I'm surprised to hear he doesn't search on messages. So that's really a bug. And link on your tab. I can trust our front end team to sometimes forget about that part. So I will ask that again. Was that on the inbox, specifically on search results, again? speaker-0: Yeah, I think if we were searching for say like, I don't know, baby crib or, you know, some specific word of something that they've requested or talked about, then I struggle to find. I actually just use Claude to ask and with the MCP and then it sort of finds it, but it would be speaker-2: It's bit expensive. We've done some changes on the search, so that's probably maybe something related. speaker-0: Okay great, I've not done it for a while so maybe it has been updated, I've just not known that. speaker-2: If you're reporting a bug from two weeks ago on that subject, it has already changed. tell me more. You can reach out to me always, pc at ospreytable.com. I'll be sharing that to the people who are working on the search, actually, as a matter of fact. I'm going to meet them very soon. Thank you very much for the feedback, and thank you for the very kind words. speaker-0: See you speaker-2: OK. speaker-4: Moving on to Mindy. Hi Mindy. speaker-2: Hello Mindy, how can we help you today? speaker-4: Hey Emily. Hey, I just wanted to say I absolutely love the owner split payouts. It's I'm gonna see how well it's working tomorrow, but I imagine it's working amazing. And I really like the streamlining of one account per owner that has been a bit of friction when you're onboarding new owners. So thank you very much. and then I did have I just wanted to add my feedback on the guest portal. Absolutely love the idea of the the guest guidebook being added there. That was something I was going to add. And then my only other question is on is on the direct website and integrations that was talked about earlier. Could somebody cut clarify for me? I was given conflicting advice or input from support, and I I'm not sure which it is. So if I was integrated with like one of the military sites that you were talking about, or like I've been looking at Wander as a potential direct booking site. Is there going to be a fee added on from hospitable when we connect to those other platforms? Or is that only if we're using the site that we create in Hospitable directly? speaker-2: So yeah, Patrick, I you're on to this. speaker-0: Which side are you using? military side? Is it like crew dogs or is it like foxhole? speaker-4: I'm foxhole. speaker-0: Yeah, basically FoxL adds the feed automatically to it as well. the integration builds it like that. And you're talking about Wanda, right? speaker-4: Uh-huh. speaker-0: Yeah, Wanda, we are working on that one. So we're work on this one that also the markup is gonna be adjusted automatically as well. So you don't have to take care too much about it as well. speaker-2: Sorry, speaker-4: When you speaker-2: sorry. Yeah, go ahead. speaker-4: when you say adjusted, does that mean that there it will be marked up automatically when the price is sent to either Foxhole or Wander, or is it not marked up and it's just the charge of those third party sites? speaker-0: Yeah, Foxhole, is automatically with Wanda. It is not an automatic. You need to adjust it on Wanda as well. The market is not working 200%. Let's say like that. We're working with Wanda directly. So that's why you also can see on Wanda. You can't connect right now on Wanda directly with a new customer. speaker-4: So is should I be planning on a a markup to add to what they charge? speaker-0: With Wanda, yes please, you have to reach out to Wanda directly on that one. speaker-4: So theirs is is three percent plus their credit card processing is two point eight. So that's five point eight. And then it would be another n four from hospitable to take it to nine point eight. speaker-0: This is the standard for wonder, but I can take this offline, can send you message how it works in the backend as well if you want to. speaker-4: Okay. Yeah, that would be great. So I'm just trying to find the best the best place to grow direct bookings where the fees are the lowest. So it sounds like our own hospitable direct website would be the best option to keep the fees the lowest. Is that kind of what I'm hearing? speaker-2: That is because basically this is always going to be the lowest. For the rest, you have to pay those market pieces, marketing fees, and simply the growth that they can bring in it. I just wanted to be clear. I don't know what you were talking about, hospitable fees on those. I don't think we are charging anything out there unless you basically then bring them in. even then, would be considered a manual reservation. that's again a different thing. speaker-4: It was pushing four per four percent is the amount that was pushed over to Wander. Because I'm on Wander right now, but I might not stay there. speaker-2: Okay, that's not ours. speaker-0: That's with one day out. speaker-2: That's what you're speaker-4: Can you reach out to me, Patrick? It's a speaker-1: Okay. speaker-4: hospitable service fee. Okay, perfect. speaker-0: We are reach out to you and we are going to solve it. speaker-2: If there's something like that, it's something I'm going to be involved in, fortunately, because there is like, I can assure you, there's not something like that. So the point is that those are marketplaces that have access to your API. So the same that we've been talking about that you can integrate with cloud, et cetera. They basically apply their own markup. So that's currently the thing we're working towards, maybe bring that into our product, but fundamentally they apply their own markup and their fees on top of the... that they have access to on the hospitable API. So that's the current sense of this. Hospitable will not have a claim onto service fees because we're not rendering a service. speaker-4: Right. That's what I was wondering, what the service was, if if it was a four percent. So perfect. Thank you. speaker-2: Thank you very much for flagging that, Mindy. Let's look at the next one. speaker-4: Lori. Hi Laurie. speaker-2: Hello Laurie, how can we help you today? speaker-4: Hi there. Thanks for taking my question. I've I've I'm trying to figure out the whole task flow. And I feel like when I'm when a I know a message goes out to a cleaner when somebody books that a cleaning is available, but the task hasn't been created yet to do the clean. So I think I'm either missing something in translation or I haven't figured out the flow yet. I I feel like this is a real basic question, but thank you for your answer. speaker-2: Okay, Jake, you want to try on this? Yeah, I I probably need to take a deeper dive exactly into this. So I'll grab your email and take a look at your account and reach out to you. So are you seeing cleaning tasks in your calendar? speaker-4: No, the cleaners are getting an email that there's a new reservation, but a cleaning task hasn't been created. And I didn't know if I had to do that manually, which s sort of defeats the purpose of automating things, or if I missed something in translation of where how to make the cleaning task show up so that when the cleaners got the email that there was a new reservation, that they would be able to accept the cleaning. speaker-2: Okay. Yeah, it sounds like you need to create a task rule, which I have replied to your message in the chat on the Zoom call with a support article, but I'll reach out to you as well and we can get that working for you. I will reach out to you. Jake is the one building that part. Unfortunately, it seems that you're using the part that I've built. And so obviously that's terrible, which is the way it has been for a long time. No problem with that, but it's basically you have a teammate that is receiving a new reservation email. And now we're that progressively towards tasks that are really going to be timed at the moment when you would like based on your task rules and then with payments associated and more features like, for example, backup assignment, which is what you heard about. Turns out dealing with tasks allows us to do a much richer experience at blasting an email. for the new reservation to all potential cleaners that may work there. So it's a much better experience for your cleaners as much as it is to you. So thank you very much for that question. Okay, moving on to the next one. speaker-4: Yep. Next up is Bill. Hi Bill. speaker-2: Bill, Bill, how can we help you today? Hello there. Thank you. Can you hear me? Excellent. First of all, thank you for being there. Great support all in all. I've got a question with regards to Booking.com and messaging. When guests book through any of their other affiliate sites like Priceline and Kayak and the whole host of others, they're not receiving any of the messages that get sent. to booking, they're not being forwarded. So guests are showing up all the time with no information and they're mad at us because they think we didn't communicate. Is there any way that you can build on your relationship with them to have them figure out how to make this happen? Yeah, I think there may be different things at play also on the guest side on this panel. But definitely, is, I I was checking on the message in the chat and we have Amon right now saying which that happened. So it seems to be like, I've heard about that like two last time and all, did a bit of investigation. seems that, so the messages are sent, they just are not received. So this is the part where, know, for a software company, it's a great job when we can send the message. We have little agency on the reception part. So this is definitely a problem that relates to Booking.com. technical support to understand really what's happening there and what can be done. We have an API integration. It's supposed to be neutral and agnostic as to the channels that the guest is booking from. At least that's the expectation that I have. So that's definitely a bit disheartening to hear that we do all that work and the guests are not receiving and you are doing all that work and the guests are seeing the messages. Obviously that results in trip issues. Obviously that results in cancellation, negative reviews, etc. should be booking outcome interest to also fix those issues as well. So thank you very much for flagging that. I'm going to reach out to our account manager if he's not already listening. Whenever they book through booking.com, the guests are getting all the information. It's whenever they book through any of their affiliates, they show up with zero information. They open up the app. They say, see, I didn't get anything. I show them all the ones we sent. And then I have to explain it to them. And most of the time, they're OK with it after I explain it. But it doesn't help with that lack of communication and going through. It creates a very bad taste in their mouth when they first show up. No, absolutely. I totally understand. Totally appreciate it. We're going to look into that. Thank you very much for skating this, Thank you. speaker-4: Thank you, Bill. Hey, next up is Jamelle. Hello. speaker-2: Hello, Jamil. How can we help you today? speaker-0: Hey, good morning guys. Real quick, I want to congratulate you guys. I've been a long time customer, although I haven't dug into all the technology as much as I have in the past 12 to 15 months. issue that I'm having is with, sorry, first of all, the AI support, have thrown some pretty, what I think are some pretty heavy questions and I've been able to get them resolved. So I'm pretty happy about that. The issue that I'm having with booking.com, My pricing strategy includes pricing at nightly rate by the number of guests that are in the party. It does not seem to be translated from hospitable to booking.com. And so the pricing that comes back to the potential guest is significantly different than what I intended in my strategy. Are you aware of that? Have you heard about it? Is there a fix? Anything like that. speaker-2: I will not know about the specifics. I don't know about a specific issue that may be impacting the way which we're describing, but I know that our engineering team and the engineers that are working on improving on working on improving the booking.com connection online. So they're hearing you straight up. So where have you reached out to support on this just to know what to get? Yeah, great. So we'll have the reservation code, not the reservation code, but at least the properties and what's where are your expectations? speaker-0: Yes, your AI actually told me that it isn't a known issue, which is why I was wondering if there was knowledge about it because it's only basically returning the base rates based on my strategy for two guests. But if I have four, it gives them back the base rate for two guests. that's a problem. And it works for anything else, direct booking, Airbnb, et cetera. But for booking.com, it does not work. speaker-2: OK, I think we're going to investigate that and see what's going on for that particular. Appreciate it. Thank you very much for trying with AI support. We put a lot of effort into it. I know. speaker-0: Yeah speaker-2: We want it to be a great experience and fast considering the incredible increase of support demands we are facing with and have been for the past year. Thank you very much. I think we're going to have room for two more people. It seems that we're nicely placed. speaker-4: Someone bring up Joe. speaker-2: Hello! Hello! How can we help you today? speaker-0: So I think Mara may respond to, but I just was curious. I'm trying to decide between hospitable and another. And a key feature that I'm looking at that is kind of swaying me a little bit away from hospitable is two-way SMS texting with hosts. And it sounds like you may be working on it. It may be a pilot, but just hoping to get some more information of what this might look like, if it's available, if it will be available. So I can make my decision and not make a poor decision. I wish I didn't in a few weeks. speaker-2: You're based in the US, right? Yes. So I think there is a pilot, there is a function that's working on two-way SMS. The big flag that I'm kind of raising for anyone that's interested in that feature is simply the fact that Airbnb and now Booking.com are sunsetting their sharing of their phone numbers to be going through a proxy, which actually make that feature a lot more challenging to be able to operate and that you're going to need to collect in the very near future. weeks, not months, you're going to have to require the phone number of your guest outside of the platform, which is probably going to be against their terms of service. that's speaker-0: agreement or something like that. And I understand it may not always work, for ones that can, it's really valuable when we're booking and for some of our other guests to be able to do that and get quicker responses where they see it instantly. speaker-2: Yeah, I know. I get it. The question is that when those, for example, Airbnb is setting those kind of restrictions, what we understand is that only the phone number of the host that is on your, let's say, Airbnb profile, will be able to send message to the proxy phone number of the guest. And so that means it's not just being able to send a text message to the phone number. We need to be sending it from your phone number. And so that is a much higher lift technically to do. not just about blasting phone messages, it's answering phone calls in case of emergency. It's about being, whether that's basically going to be from the platform support or from your guest directly. So that's bit of the thing where that project. speaker-0: So I'm kind of just looking for something like owner as has where I can kind of go back and forth for for certain least certain situations and and see that and get it out quicker and also wondering can can you get that from can hospital but pull it directly from a rental agreement the phone number and information and use that with the text speaker-2: I mean, we are going to be able to have the phone number of the guests as part of the checking form that is on the guest portal and require the consent to be able to reach out so that you can reach out to them. And then I think the rental agreements, I think there may be a variable available for that. yeah, I think you can leverage the pilot application, the pilot developer for SMS to do so. speaker-0: Thank you. speaker-2: It remains that the blocker is going to be about sending the messages reliably. Now you can. There is still a window. I think definitely next year it will be over to do so from a third party phone number. Gabby, I'll let you decide. speaker-4: We'll do one more. speaker-2: We do one more, speaker-4: Okay, we have Anna again, maybe? Yes. I'm sorry about speaker-2: Yes, we can hear you. How can we help you today? speaker-4: Thank you. Yes, I hope it'll be quick. so yes, I I it is amazing what the Claude integration can do. And I'm basically like teaching myself how to do it with Claude. so so I'm just wondering if there is maybe I could set up a meeting. I don't know if that's something you guys could help me to integrate. optimally and they maybe there's things I didn't think of or based on the way my business is set up. So so that's kind of what I'm wondering is can you support my boarding of Claude, I guess. speaker-2: I think there's definitely some things that we can do with our product. I think it depends on what you're trying to do on cloud. What are some things that you're looking at, for example? speaker-4: Well that's the thing is like speaker-2: I just. speaker-4: like to do as much as possible, right? Like No. speaker-2: That's a lot of things. That's a lot of things. speaker-1: Yeah, exactly. speaker-2: Start from a problem that you have today, like a real problem that you have today, and then basically chat your way through. I think what I've found is, mean, mileage may vary, but what I found is that it's very good at guiding the cloud or any kind of AI assistant are very good at guiding you what to do. there's no anxiety. I don't think you are, but there's no anxiety to be had about asking, tell me what I can do. with this integration, tell me about something useful that I can do. And generally, it's a process of discovery. In the beginning, it's a bit rusty because you don't know exactly what can be done. And then after a little bit, that's funny. You can do that. You can propose a better option for this problem that I have. But implementing maximally something without knowing what problem it fixes is going to be a bit of a challenge, as now you have the potential of kind of building a workflow, building a process, even building an application on top of the MCP, on top of the API, that is going to be very much yours. So the ability to know what you want is far more important than any kind of technical knowledge to a certain degree. My engineering team is screaming. Yeah, Gabby? speaker-4: We do have a community and we've done a few build-a-thons with our MCP and AI in general. and some of our community members and hosts have made amazing things. So if you are a part of our community, I would love for you to look into those and their projects are projects are shared there. so definitely dive into that. Yeah, there's a lot of and how do I do I just the community is just like what I just signed up for it? I probably am, but I'm not I'm not really sure. I don't have a lot of time. I'm busy running the business. I mean speaker-2: Everyone does. You can go to community.ospitable.com and you will be able to log in with your credentials from Ospitable. So it's something that goes with your Ospitable account and description. And so we can direct you to basically the Buildathon link. think, Gabi, there is something on that. Gabi, I ask you to reach out to Aina to give her the links to the Buildathon so that she can receive plenty of inspiration from what hosts have been building in the past. The past two built it on and basically know they've done it. Right? Anna, that would be fun. speaker-4: Get back to you shortly. speaker-2: Okay. Thank you. And that brings this tunnel to conclusion. So thank you all very much for engagement and great question. I think we all love whenever there's plenty of time for Q &A, so not pushing new features and like overblown is basically a good time to give you some steady updates. There will be time for those on the following tunnels. But yeah, I just wanted to say proactively about support. It may sound kind of sounding or basically based on some message, but I think We've really finally made a big breakthrough in the last week about our support response time. We had a new batch of great colleagues that have joined and are now having an impact on all queues. Right now, as I say, we have 40 conversations that are open. And so we have been seeing a complete collapse of our response time over the past few days. Now, I think the support team is probably feeling like I'm jinxing it and there is a lot of superstition going around that. But the team has been doing a lot of their work to ensure that a good volume of conversations can be handled by AI. If it's not the case, just say it. Excalate to a team, put the thumbs down on the assessment of the AI. Those are going to be escalated to our human support team. That is basically 92 people at this point that are working on support that is pitable altogether. So we have the resources to be helping you now. And we have fixed a good part of the backlog issues we've been facing. I hope we're going to convey the message in the next few tunnels. We're going to continue to improve. There are more people that we're recruiting even in that state. But there's been, I just needed to say it out loud because obviously we're not expecting a parade when we do things right. But we know we receive negative comments when we don't. But now it's really, think, we're very happy with the stuff that we have now. We're still going to be building some extra capacity over the next few weeks, really. Not months, five days until the next. a cohort of people getting hired. So we're committed on improving the situation and have a great impact on your lives. Thank you so very much. a great rest of your morning, evening, afternoon, and see you next time in two weeks for another tunnel. Bye bye.