Latest / Hospitable Hosts / Split Owner Payouts - Hospitable Town Hall, September 16, 2026

Transcript

Split Owner Payouts - Hospitable Town Hall, September 16, 2026 · Hospitable Hosts

• speaker-0: Okay, hello everyone and welcome to today's town hall. Thank you so much for joining us. I'm Miles here from the hospitable marketing team and excited to welcome you to today's town hall. I'm just going to briefly bring up our disclaimer that we always have to bring up. on these sessions and then I'm gonna pass to PC to bring those up with some new team member introductions. PC. Thank you very much, Miles and hello everybody. Thank you for joining us again on this channel. As is routine with us, we're starting with an introduction of our newest team members. First is Henri, who is joining us as a technical support engineer out of Manchester. Hello Henry. What are you gonna be doing at the Speed Table? Hi, hi everyone. yeah, so I joined as a technical support engineer. I will be based on the team behind our connections to Airbnb, Verbo and Booking.com. So if a host has one or fifty places, it can continue to run smoothly. I'm not a host myself, so spent this week building my own test listing and s seeing the what customers use and really getting into it. I'm really glad to be here. Three days in and everyone's been extremely generous with their time. Yeah, and we're also very glad to have you here. So technical support engineers are the people that are gonna be investigating a lot of customer reports and making sure that we can improve the product, not just by adding new features, but also by gaining instability and reliability. So thank you very much. There is a lot of work ahead for you. So thank you very much for joining the team. next we're gonna have Natalia who is joining us from Woodstock. as I've learned, nothing to do with the concert. Natalia is joining us from Georgia and joining us as a sales development representative. Natalia, it's time for you to be on stage and introduce yourself to our closest friends. speaker-1: Hello everyone. Well, like PC mentioned, I'm from Puerto Rico originally, but I'm based in Woodstock, Georgia. I'm joining Hospitable as a sales development representative and my job is really about finding short-term rental hosts, understand understand what they need, and start conversations about how Hospitable can help managing their properties easier. I'm really excited to be here and get to know everyone. speaker-0: And you are a host yourself, right, Natalia? speaker-1: I am a host myself. Yeah. I come from a sales background and I'm also a short term rental owner and a hospital user myself. So that's a big part of why I was so excited about this opportunity. Already knew the product and I love sales and I'm passionate about the industry. So speaker-0: So that's a great combo. Thank you, Natalia. We have a lot of people that we we need to to be helping and for you to get in touch with. thank you so very much, both of you. So what's on the edit today, as you've heard, as you may have seen, we're gonna be talking a lot about a feature that was heavily requested for co-hosts and property managers, and therefore for the owners too. This is a bit of an industry first, so we're gonna take a bit of time to explain you the ins and out of that particular feature. Also Proactively addressing your questions. And then we're gonna be providing some updates onto some of the most interesting features and developments we've made in the past two weeks. Since the last time, also an update on a verbal partner connection, but also on a tasks app to help with your cleaning tasks and our own dashboard that was released a few weeks ago to present you with alerts and opportunities about your account. But without further ado, I'm gonna give the stage virtually anyway. to ABI to start on split payouts and what the hell is that? speaker-2: Thank you, PC. So, yes, you've literally just seen the agenda, so you know what we're launching today, split payouts. but what you may not know is that this feature is years in the making. for years, we've been building the things that have made it possible for us to announce split payouts today. So if you'll allow me for a minute, let's start by going back in time. We recently launched our new Verbo Partner Connection. Verbo Bookings where Hospitable processes the payment and acts as your merchant of record. And it's taken off. In 2025, we processed payments for about 23,000 reservations. And in 2026, we project that we will process payments for over 70,000 reservations. But what most people don't know. Is that Virbo stopped onboarding new partners since 2025 while they build Virbo payments, which is a solution that will allow hosts to continue using Virbo as their merchant of record after connecting to the partner connection. Until then, any of any other property management software, you are required to become your own merchant of record when you are on the partner connection. That's not true with Hospitable. We were the only new partner let in since 2025, and the only reason we made it through is because we've already have a track record processing payments. Without that, we would still be waiting for permission to build an official verbo integration. So how do we establish that track record? Well, it started whi when we launched Direct Premium. You told us very clearly what you didn't want. You wanted to accept direct bookings, but you didn't want to deal with chargebacks, and you didn't want to deal with taxes. And so the only way that we could take both of those off of your plate entirely was for us to become the merchant of record, which simply means that we process payments in our name, not yours. No other property management software was doing that in 2022 when we launched Direct Premium. And no other property management software is doing that in 2026 either. Last year, Hospitable processed $50 million in payments as a merchant of record. And with Direct Growing and VerboNow Live, we are on track to exceed $100 million in payments this year. And along the way, we've defended hosts from over a million dollars in chargebacks, the guests who swears they never stayed, the card that's reported to be stolen one day before check-in, the dispute that's filed a month after checkout over a complaint that nobody raised during this day. And if you've never had to deal with that, if you've never had to fight one of those situations, that's exactly the point. We fought it for you. And processing payments in our name for your direct booking came with a side effect. It made us the marketplace in the eyes of many tax authorities in the US. So we have spent the last two and a half years on the phone with local departments of revenue, literally calling them one by one, so that we can collect and remit taxes on your behalf so that you don't have to. And all of that foundational work is why we are the only property management software that can remit taxes for you on Virgo. And on the day that we launched our new Verbo Connection, we were remitting at least some taxes in all 50 states of the US. That's nearly at parity with Expedia themselves, and we are continuing to narrow that gap. And as you notice, and and and you noticed, when given the choice, You overwhelmingly pick Hospitable as a merchant of record. Seventy-five percent of direct reservations and ninety percent of verbo reservations use hospitable payments over the other option, which is speaker-1: Stripe. speaker-2: But there's one question you've been asking since Direct Premium launched back in 2022. You can process the payments, but can you split the payouts? And the honest answer at the time was no, we couldn't. But we remember starting to watch property managers connect 10, 20, 30 bank accounts to Direct Premium in those early days, and that continues today. And those property managers are connecting bank accounts not for themselves, but for their owners. So payouts could go directly to their owners. But we didn't build with that in mind. And so those of you who are in that situation and have gone through that process, you know that it's not easy to connect a bank account on someone else's behalf. But you figured it out because most of you Couldn't legally hold someone else's money. And so you've been patiently waiting for split payouts ever since. And today it's here. So if you're one of the property managers who hasn't gotten around to upgrading to the new verbo connection yet, we believe there's never been a better time. So Emily's going to share two stories of customers who've lived the pain without split payouts. And you might recognize yourself in these stories. speaker-1: Thanks for setting the stage, Abby. First, I'm gonna introduce you to Ryan. He manages his own place on Hospitable. He's listed on every channel he can, he's running upsells, he's really squeezing everything out of it. He recently took on his first management client. They were already on Airbnb, so they added him as a co-host, and Airbnb split the payout for him automatically. Ryan knows he should list this new property on Virgo and Direct too. He's seen the bump in revenue on his own place, but he hasn't, because outside Airbnb, no other channel offers a way to split the payout. He'd be fronting the cost of cleaning and expenses out of his own pocket every month until the owner pays his invoice back. And Ryan is not special. One in five of our customers' properties are co-hosted on Airbnb. So this might be your story too. And then we have Maya. She's been at this for years. She's a licensed real estate professional, so she's actually legally allowed in her state to hold her owner's money. She uses owner statements and owner payouts on Mogul to pay her owners every month. And that works, but her market is shifting. Our latest industry report found nearly half of property managers are seeing more competition in their local markets. And many of those owners. End up leaving for self-management. And they cite one reason above the rest. They lost financial control and transparency. Maya needs to retain the owners that she already has and win over new skeptical ones. I'll pay you at the end of the month, just is not a winning pitch anymore. We didn't want to hand you two bad options to choose from from or let you run into the wall. We wanted a real win. On both sides. Think I've lost a slide here. I'm sorry. Okay, I'm sorry guys, I need to skip ahead a couple slides to this one. Okay, so while you had been forced between two bad options, we've actually been building the things that make this possible. At the end of 2024, we launched the MoCO plan with a full suite of owner relations features. Owner statements driven by robust management agreements that support all the industry standard commission configurations. We needed a management agreement that could support how you actually charge commission. We're the only property management system in the industry that lets you pay or invoice your owner anytime you publish a statement or an invoice. And the owner portal, where 6,314 owners and counting have real-time access to their property's performance, financials, and reports. They can see their payouts or pay their invoices and manage their own bank accounts for every single property. This year alone, we facilitated the payouts of over $13.5 million between managers and their owners. So Abby was right. Years ago, we couldn't build split payouts. We weren't processing payments. We weren't your merchant of record. We hadn't registered with every tax authority. We didn't have a management agreement or owner payouts or an owner portal. Now we have all of it. So now we can launch split payouts. We didn't want to hand you these two bad options to choose from or let you run into this wall. We wanted a real win on both sides. So we said, why not both of those things? If you and your owner could be paid together, neither of you end up with this cash flow problem that we see today. You are paid as you provide value, right when your owner gets their share and feels that value in the form of cash in their account. You avoid the compliance burden entirely because you're never holding someone else's money. And you operate on terms with your owners that other PMs in your space simply cannot compete with. Split payouts across more channels is a premium owner experience that is only possible with Hospitable. So here's how it works, and it's really quite simple. The guest books and their payment is captured by hospitable payments, your merchant of record on direct premium and verbo partner reservations. Our financial service checks the management agreement with your owner to see how the payout should be split. This is why split payouts is available on our Mogul plan. It had to be because your business is much more complicated than a clean 80-20 split. The Mogul plan is where your management agreement lives and is designed to meet the needs of your business, however complex they are. Some of you are including fees in your commissionable base, some are not. Some of you charge your owners an additional flat rate on certain channels, some don't. Some of you keep the whole cleaning fee, but split the pet fee with your owners. Some don't. Whatever it is that you do, our management agreement can support that complexity. After the guest checks in, we pay both of you at the exact same time. No one owes you anything. You don't have to invoice your owners for your commission and wait around for them to pay it. Danny, the lead engineer on our mogul team, is going to take over the screen and show you how easy this is to enable. Danny. speaker-3: Yes, here we go. so yeah, I'm just gonna quickly walk through how to enable it on your account. So I'm looking at my business in this case, and if I go to the owners tab. And I go to my owner. We now actually have a new tab called management agreement, where we can well effectively keep track of your earnings, your your commission rate, all the ways you split your fees, which Emily just explained. This used to live at a property level, but for for split pails it made a lot more sense to have this at a owner level. You can still override per property. But it just gives you one consistent place to go and look at your earnings and your relationship with your owner. Now, at the bottom here, we have a lovely new section which is enable split payout. this might be a little bit of a short demo because it's very easy to turn off. in this case, we can turn it on from today onwards and we can see exactly which reservations will be split. on on those dates. So if let's say if I would change it to the twenty fourth. It will split from it will split this reservation on the twenty-eighth, but it won't split these ones that are before that date. but I think we can just split it today so we can look at some of these reservations together. So if I press this button. We're loading. And there we go. We have split payouts enabled. I feel like we should have some confetti here, but this is all we have for now. So what will this look like on your statement? Thank you for the tada's and all the other stuff. That's great. now let's look at the statement for a particular property where we have some pay payments that will be split. Here we have one that I know of. right. So if we look at some of these reservations, we can now see that some of these have a little bit of a different color, which basically means they are going to be split and they will they were enabled for split payouts. but I first want to talk about some other changes we've made recently to this page, which is to give you a little bit more insight to where these numbers are generated from. So i I can now press any number in a In this statement, to kind of view what is it based off of like what's the gross reservation income and what's like the net and like where where does that all come from? I can also go directly to the management agreement tab I was showing before. So you can like immediately make a change if you see something that that's misconfigured or not correct. and yeah, I think next up would be to show you what this would look like in terms of split payouts. We have one here. For example, which is scheduled for the 25th of September. Usually this happens on or around the check-in date. And if I press this tab, we can view like what the total is, what will be paid out to you as the manager, and what will be paid out to the owner. and I can go here specifically to go to the payments and payout screen where you can kind of view. what this will what this will look like for upcoming payments but also for past payments that have been split. I think that's about it for the host app. In the owner portal we're also making a few adjustments so they can also see these upcoming payouts and payments. this Tab is has also changed slightly. In before this would only show statement payouts, but now it also shows any any sort of financial that happens through hospitable payments will be shown here. so this is actually the same reservation for for for for the the one we were looking at before. So the eight dollar eighty went to the manager and then four dollars in this case is for the owner, which is scheduled on the twenty fifth. so yeah, I think I hope this gives like a lot more flexibility in how you set up your agreement with your owner and also like make it super easy to enable split payouts and yeah, both you and your owner get to be paid faster. So I think that's it for me and back to Emily. speaker-1: Thanks, Danny. All right, we can talk about some of the details now. Let's talk about when and where this is available. So Split Payouts is live today on the MOGO plan for direct premium and verbo partner reservations where hospitable payments is the merchant of record. For now, this is available in the US only, but we're hoping to launch soon in the UK. As for your setup, you need an active management agreement with your owner, and you both need verified bank accounts, yours associated with your business and your owners connected in the owner's portal. If you're already using owner payouts today, this is as quick as one click as you saw with Danny. If not, we can help you get set up. Last but not least, the cost. There is no additional cost. This is included on the Mogul Plan at no additional cost. So I also want to talk about what's live today and what's coming next and where you kind of fall into this. So if your owners already have verified bank accounts in the owner portal, you are eligible right now to turn this on. You should see an opportunity on your dashboard, one for every single eligible owner, so you can start there and enable it for them. If your owners have verified bank accounts inhospitable already, that's the scenario Abby described, where they may be connected before to get direct premium payouts, but not in the portal yet. We're about to make your life a lot easier too, but that's not ready today. In the coming weeks, we're going to be linking those bank accounts to the owners in the portal. So your owner will not have to reconnect or re-verify the same bank account a second time in a different place. They'll be able to see those. From one place, the owner portal. You can stay tuned just a couple of weeks because when that work is done, you'll be able to enable split payouts for those owners without any extra work for them. Last but not least, while we do support most industry standard commission setups in our management agreement today, we know that there are still a few of you who need something a little bit special. We're working on more customization options in the management agreement. Starting with some really simple ones like just matching what you do on Airbnb. And then more complex options like a length of stay-based commission rate or upsell specific commissions. If we can't support your setup today, we will very, very soon. So if you're on the MOGO plan and you are ready, you are one click away, like I said, from getting this enabled today. That QR code on the left is gonna bring you to a help article that will walk you through it. And if you've been holding back listing on Verbo Partner or taking direct premium reservations, truly there has never been a better time to grow on these channels. We process the payment, we handle the taxes, and now we split the payout. You can grow your business by distributing on more channels and competing on an incredible owner experience at the same exact time. And if you're not on Mogul yet or you still have questions about whether or not it's the right plan for you, we will meet you where you are. You're invited to book a call with our customer success team, who can hook you up with a free trial on Mogul when you book a one-on-one call with them. That's the QR code on the left to walk you through everything. And if during your trial you would rather not set up alone, you can join the Success Weekly call on October 8th, where we're gonna focus entirely on owner relations. We're gonna be guiding you through everything step by step, from inviting your owners to the portal, getting bank accounts verified, setting up those management agreements, and turning on split payouts with time for questions along the way. But we're also offering free account setups for anyone who upgrades after attending that workshop. So you can scan the QR code on the right to register it, and we will see you there. Last but not least, from me, anyways, if you'd like to set this up with a human. I'm offering two daily calls to help you do that. So if you're ready to turn that on and you just want some extra eyes maybe to ask questions to, you can book a call with me and we'll do it together. Next, I'll be passing to Andrew. speaker-0: Sorry, just one question, one one thing, sorry to to to be hijacking. But we have Susan that's been asking a great question and she put it on QA, so to make sure that we're answering. So I'm I'm pointing the direction for anyone that's having great questions, so our team can support it. but our qu Susan question is if Airbnb already splits payment and it's all set up, do we need to do anything inhospitable? Emily, can you answer Susan? speaker-1: I can answer that, yeah. So our recommendation would be to keep your Airbnb co-hosts payouts happening. They're splitting on Airbnb. That is great. What this opens the opportunity for you to do is to distribute on more channels because we'll split the payouts on a verbo partner channel and direct premium reservations. So the action would be to grow on those channels if you haven't already and use us to split those payouts so that your owner's experience is nearly identical. To the experience that they have on Airbnb today. speaker-0: And you're gonna have to set it up on hospitable to ensure that the splits are done the way you anticipated and their bank accounts can all be verified. Thank you very much, Emily, for that and leaving to Andrew on verb. Cool. speaker-4: Thank you. Yeah, I also saw a lot of questions on is this available in the US? Where is it going to be available elsewhere? I can address that quickly. So I don't think we were we were gonna make an official announcement, but we did just schedule the work to start bringing our merchant of record solution to Canada next. So that's scheduled to start in about a month. We're gonna start that work. We should be able to bring provinces online kind of step by step, in in relatively short order. Canada is kind of the the stepping stone to the EU. So that's probably gonna start happening more towards end of the year, early next year. But we do want to take all of the work that we've done to make all these different fintech solutions and make them available more broadly. we have a path to do that and the work is starting to to do that very soon. So I appreciate your patience on that. tonight's launch is US only. It will come to the other merchant record countries, UK and Australia, as soon as we can as well. And then more soon. So switching gears, verbo partner connection, which was part of the topic earlier. more focused updates on that. So yeah, verbo connection. we just passed 20,000 reservations, just past $30 million in gross booking volume in just over a little over three months that we have been live. And that's great, but some of you have not been able to upgrade yet for different reasons. We had a wait list for a while to make sure that. you people were getting attention that we were catching anything that we had missed. There is no more wait list. So almost everyone now is able to upgrade. upgrade is one path. If you're not on Virbo yet, you too do not have a wait list. You can you can now distribute your listings onto Virbo. we were doing something kind of silly. and we were blocking the entire hospitable account if one of your connections or one of your channels on Virbo had. a non-supported verbo brand. This is commonly home away. So if you had a legacy listing on any of your verbo channels connected to Hospitable, we didn't allow you to upgrade any of the channels, even if some of those channels did not have a home away listing or another unsupported brand. We remove that. It's a bit smarter now. you can check your channel connections page in Hospitable and you'll see an upgrade link next to the channel if you're able to upgrade that. So that's a bit smarter. And we are very close now to having a solution. To upgrade home away listings. this is a very difficult issue. we're getting closer to having a really nice solution. So everyone will be able to upgrade. We're targeting to have that ready by the end of the month. So end of September, we hope to have a solution there. Another thing that we've improved is the reservations that happen before you upgrade to the verbo partner connection. We don't really have good connectivity to pull in updates on those from Virgo. We're kind of blocked out of those. had those bookings while you were connected to hospitable previously, we now do a much better job of updating changes that happen on those reservations after you upgrade. That's cancellations and adjustments might go up, might go down in value. We weren't able to to update those. We are now and we've also backfilled them. So if you particularly on mogul and this has been blocking you from maybe publishing an owner statement because the value wasn't updating, that should now be fixed as of today. the caveat there is you do need to keep connected to our browser extension for us to be able to pull those because again, we don't have a path to pull those otherwise. we'll be sharing more about that in in upcoming, but good news from today is that we're doing a much better job with any of those reservations that happened prior to upgrading. Now we did a workshop on Virbo last week. the recording of that I think is available if someone could share that link, Miles. in the chat if you wanted to rewatch that, that's great. I offered live calls during that and honestly they're they're so much fun and I'm learning so much that I'm gonna keep them open at least until the end of September before I start traveling for for conference season in the US. But please feel free to book those twice daily, similar with Emily, and I will help you get upgraded to Verbo if you have questions. But one of the things that has been coming up in these calls I've been doing, as soon as we get upgraded, it's What can I do to boost the performance of my listing? it's not really different on verbo than it is on any other channel. It's not rocket science, but it is helpful to have a cheat sheet. So I thought I would just share that here for everyone. these are things that, yeah, generally make you perform better on a booking platform, make you more discoverable, help in your search page ranking. the intention is not that you go out and do all of these things, take action on all of them, but some of them are probably things you could do, particularly if you have. Maybe a listing that never got activated really on a specific channel. It was a new channel, and you just haven't gotten the reservation, the revers reservations, and sorry, that give you the the great reviews that kind of give you that initial takeoff momentum on a channel. so one thing unique to the Verbo upgrade is that we're not able to pull in your payment terms and your discounts. So if you're offering people two or three payments to be able to pay instead of paying all up front. You need to set that up again after you do the upgrade. We're showing you an opportunity to that if you miss that. but that's a great kind of a no-brainer because you're you're always gonna get paid the day after checkout. This just allows you to much more easily take large bookings, especially with long lead times. Your conversion rate goes way up if you offer two or three payment terms. on the discount side, as soon as you get set up, if it is a new listing, we're gonna push you to to add the new property discount. Verbo really merchandises this hard. They almost guarantee you first page listings on on searches if you're doing the new property discount. It's a great way to to get that momentum early on. Also, you know, your your weekly, monthly discounts that are probably standard for a lot of you, you need to recreate those when you when you get onto the the verbal partner integration. Other things common across other channels, having overly, you know, strict minimum stay requirements are things that that that can drop your rankings. When I'm doing these calls, I see a lot of what feel like misconfigured listings markups. Listings markups is a whole big topic. I don't have time to go really into it, but the idea is that you're compensating for fees that are deducted from your payout. many of you are familiar with this from Airbnb recently because we went through this change. Actually, as of today, outside of Europe, the split fee configuration is officially dead for everyone outside of Europe. So not just software-connected hosts like you. But all hosts now are on a simple single fee, 15.5% from Airbnb. Verbo is not doing that. They're on a split fee model. So you should have a different markup on Virgo. Verbo is gonna charge a fee to the guest. They're gonna charge your five percent commission. That's the standard commission rate, unless you have something different. And hospitable is gonna charge our payment processing fees. So that's what you're trying to account for on Virgo, which is about 8.9% in total. so you would have a different markup. We would expect you to have a different markup if that's your strategy there. So that's something you can look at too. You want to make sure that your listings are priced competitive on different platforms. Now, Verbo told us previously in a workshop that they did that Pets is one of the most popular filters, especially in the US market. So if you're not doing that and you can consider doing that, that's a big one. But the number one thing that they would tell you that you can do to optimize your performance is to enable instant book. Instant Book uniquely on Virgo actually gets you more distribution. So the Expedia group has over 200 different brand sites. They get about 700 million uniquely monthly unique visitors. I'm sorry. and you only get listed there through hospitables integration if you also opt in to enable Instant Book. So I looked back on our reservations that we've gotten so far in Verbo Partner Connection, and 7.3% of them have come from non-verbo sites. Meaning that those of you that opted instant book have gotten a decent amount potentially of your traffic from not from verbo.com, but from other other sites. and that's more than double of what we see from the legacy verbal listing. So something that part partner connection, maybe it's a it's helping you get on instant book and be more confident to do that. We're getting a lot more traffic from Expedia group sites than just verbo.com. So if we look overall just to kind of back up. you know what this looks like in our audience. So if we look at the verbo partner connection audience, more than half of you are on instant book, but it that represents an outsized portion of our overall booking. So 65% of you are on Instant Book, but that's 77% of our volume in reservation. So that's just showing that there is a boost that you're getting. it shows up in the data when you enable instant book. And I'll end it there on verbo and I will switch gears to the tasks app. some more brief announcements there. one thing that came up in the community, there's a couple different threads actually started in community by you guys asking, Hey, I don't see like watermarks with timestamps on my photos. I need to use these for damage claims, for disputes, et cetera. And we were we were including the metadata, it wasn't that easy to find and it wasn't shareable. So when you do need to go to air cover or if you know you do have a chargeback on your own channel that you need to defend and you need that evidence that that makes it look authentic, that can't be spoofed. we've done a much better job of doing that now. So you can now get shareable links from tasks and hospitable. So your teammates, your cleaners generally, they're taking the before and after photos of those cleans. They're getting stored in hospitable with all of the metadata there. Now you can share those links. And in our opinion, this is the most the most verifiable way to share those. They're hosted on a hospitable server. The metadata is immutable. This is really strong evidence that these photos are genuine. so that's that's a a great update that we're happy to have, and there's gonna be more coming from that that line soon. Last town hall, we announced that we're adding languages kind of iteratively as we go on to the TAS app. So of the 12,000 teammates that we have using the TAS app currently, 200 of them would prefer to use the app in French, and they can do that now. So we now have English, Spanish, Portuguese, and French, and it's full, full capability. Everything gets translated, including the messaging you do back and forth with your teammate. If you're not speaking their language, we're translating for you. And next up is German on that list. Finishing up my updates with some kind of general ones. So one of the big ones, and I think I think several of you had had run into this problem where maybe your teammates hadn't verified their bank yet and you were trying to pay them for the platform. And it ended up that, you know, we weren't able to pay them because they hadn't finished verifying their bank account. Some of these payments started to kind of add up on hospitable. You can now mark these tasks as payoff platform. And that means we will free up those funds. So if you loaded funds into your account to pay out your cleaner, but the cleaner couldn't take the payment, you can now mark those tasks as paid-off platform. And that will help you resolve any issues you had while they were getting their payments set up. Similar, if cleaners forgot to complete their tasks in the app, that could cause problem. We couldn't pay them unless they mark the task as complete. We're now sending a push notification. Two hours after the task completion time, if they haven't already closed it, just reminding them to say, hey, did you complete this task? Go ahead and complete it so you can get paid. similar vein. some people were missing any follow-up questions we would ask when they would they would go to finish a task. We now jump them in the app so they can see those follow-up things to do before they they close the task. Those three things together, I think, are gonna do a much nicer job of of making payments smooth on the task app. last one is we added speech to text in the previous town hall. that was just for iOS for for iPhone users. Now it's for Android too. So when they're reviewing the guest and another text field's coming in the TAS app, they don't have to sit there on their keyboard and do that. They can just talk and we will enter the text for them. And with that, I will pass to Tim to talk about the dashboard. Thanks, Andrew. yes. Quick update on home dashboard this week. so the the main piece of feedback. we've gotten thus far from you is that you don't want to see just your daily operations. You also want to be able to see further ahead. so you want to view your upcoming check-ins over the next week, over the next month. And so what we've done is we've added some new views to the daily operations section, which you can see on the screen now, that allow you to view what your upcoming week looks like. Any same-day turnovers, any tasks, any guest portal requirements not yet complete, as well as a custom date range view. Also, this is sticky, so it will save your preferred view or date range the next time you log in or the next time you navigate to the dashboard. And this applies to the full screen modal views also, where you can see even more details on those upcoming check-ins. Like I said, this was the main piece of feedback that we've had so far on the dashboard. We've improved that view, but please keep that feedback coming. we really do read through every single piece of it. If you feel like something's missing, if there's a notification that would help, a workflow that you want the dashboard to help you with, scan the QR code on the screen, use the feedback button that is directly on the dashboard, and please tell us your thoughts. that that's all from me. So over to Patrick with some integration updates. speaker-5: Thank you, Tim. Hello everybody. Patrick here again from the partnerships teams. Today I'm happy to introduce Viking partners. So let's start with these four who help each with a different part of your hosting business. First, Outlier from the category professional services. So if you ever wondered how to turn more listing views into bookings, they help with pricing, listings, improvements and convers conversions. Then we have another partner called Social Aim Solutions from the Category Professional Service as well. They help if you get more out of hospitable from setting things up to building custom automations that reduce your day to day manual work. Next, we have listing IQ from the category marketing. It uses AI to help improve how you present your property, including your listing title, photos, and also amenities. And last not least, we have Slipstream from the category Business Intelligence. They help you to understand how your business is performing. So it brings together information from your booking. listings and guest reviews to either what's working and where you could improve. So now we go to the number five. Our fifth part is a little bit different. So today is about your own next holiday. So you spend a lot of time creating great stays for your guests, but when was the last time you took a break for yourself? So host share lets you turn vacant nights at your property into travel and you can make selected nights available, earn travel nights when other hosts stay and use them for your own getaway. Their properties have In more than fifty-five countries to explore without paying a nightly rate. And there's a special offer for you, for the hospital community. The f the first 2000 members receive a free starter membership, free night travel nights, and a $300 in-host share credit con with no contracts and commitments. You can see the QR code on the right corner and the left bar. And also, if you want, I already shared it a couple of days ago. In the community, you can find this under resources. under partner benefits and we can claim your reward. And you can explore all five partners at hospitable.com at slash integrations and I wish and I wish all of them a warm welcome. But there's one more thing I want to share with you is our webinar with checking. So we have planned why we have planned checking a webinar, we're joining them on the twenty third of September at four PM CST There's like 10 a.m. Eastern and 7A Pacific time. So you know welcoming guests can involve quite a bit of admin. In this session, we will explore guest registration, e-invoicing, identity verification, and remote access and show how check-in and hospital work together to simplify the process. You can scan this code on the right corner and see the full agenda and also share the registration link in the hospital community. I would love to see you there. But before we're stopping here, And for our next integration I would love to introduce Derek to stage to discuss the new guest damage programme. Thank you and happy Wednesday and over to you, Derek. speaker-3: Excellent. Thank you, Patrick. So we have a new integration that is offering you as a host guest damage insurance. So we will go to the next slide. So guest damage insurance, what is it? Guest damage insurance is an insurance policy that you can purchase as a host, either a nightly rate or a per reservation. So you do not have to go through the hassle of submitting to air cover or another channel's insurance program as long as you have purchased the policy. it also prevents us as hosts from submitting a a claim during the 14 day air cover period, which might inflame the guest to leave a negative review. So what does this cover? guest damage insurance covers your contents like linens, it covers your property. So if a pet scratched your floor, it covers bed bugs, liability And a host of other things, but 95% of claims are under $500. And it's usually towels and linens. You know, someone might wipes the mascara off of your wipe, you know, on your white towels, or maybe they ruin your sheets. those usually are considered sort of the cost of doing business, but with guest damage insurance, you could be reimbursed without having to file a claim with the channel. That is what guest damage insurance is. Next slide. There are many guest damage programs in the land, and we have many partners in our marketplace, but we have partnered with a company called Tent, T-I-N-T, who we've edited and have fully integrated into this program. This program has many advantages over the programs that are out there, things that we're excited about. The that includes you don't have to manually add the reservations for coverage. It's integrated. We know the reservation schedule, so we will just add coverage. There is no minimum claim amount. And when you purchase the reservation policy for guest damage, it includes up to 60 nights. Some of the other comparable options out there might include 10. Or twelve nights, and then you have to pay an additional fee per night, which can really add up if you get some of those really great multi week bookings. And it includes all the things linens, damage by pets, smoke, bed bugs, and a number of other things. Next slide. And just connecting the connective tissue with the cleaner task app that the team has has worked on. One of the number one reasons why hosts do not submit damage claims is they don't have the appropriate evidence or they don't have it immediately available. They have to ask their cleaner, hey, can you send me pictures from the cleaning just before that guest? And the cleaner says, Well, there was no damages, so I didn't take any. But And then all of a sudden you don't have the right evidence to submit the claim. So we have integrated this with the pictures that will be taken. what we do when you submit a claim, you can see that on the screen. We will automatically load the pictures from the previous cleaning from the reservation that had the damage. That way you can easily show hey, the couch did not have a dog bite in it with all sorts of stuffing coming out. And the pictures that my cleaner just took shows that it did. So there's no more trying to find those in WhatsApp or excuses. Now, that does require that you're on the cleaner task app and your cleaner is taking pictures. You can still upload pictures manually, but that's not as much fun and probably will prevent you from filing the claim. So next slide. This program is in a public beta at this point. We've been in a private beta for a few weeks. It is now in a public beta. Beta and is open for anyone who would like to sign up. If you have questions or interest, hit that QR code or the link. there's a questionnaire. You can say you're ready to sign up or you have questions, and I'll be in touch. With that, I will turn it over to the Baron of Bookings, Brian. speaker-0: Man, I wish that was the case. I don't know if I'd be sitting here if I had so many bookings. but so let's talk about a couple of success events and some things to help you guys out a little bit. Kind of piggybacking off of Derek's damage protection. I think we all as hosts understand a good way to avoid parties, big damages, things like that, claims you might have to make is verifying guests. So created a quick video for you guys. If you all didn't know, we have a guest verification feature built into hospitable. It's kind of hidden in some spots. So you may not know it's there. So click the QR code and you can take out see the quick video on how this how this can help your business. And we do weekly workshops. So this week we only did one. Next week we're doing two. The week after that I think we're doing one. If you guys scan this QR code, you can sign up for any of the workshops that we have upcoming. I think we have a bunch scheduled through October. This next one is going to be great. It's Britney is is hosting a workshop on how to scale your business using hospitable. So how to set up the systems through Through this app, but also many other tools to be able to grow from one to 20 or 20 to 50 or 50 to 200, whatever your goal is. And like Emily mentioned earlier, with the QR code, scan this one and you can book a call with our team. So we can help you set up things within your account, set up the guest verification that we just talked about. we can go over upgrades if you're interested in some of the features on the MOGO plan that were mentioned earlier, or really anything our team can just discuss with you. We're all hosts. or property managers. So we we know the struggles that you guys are dealing with and we can help you overcome them using using the tools that we have in the system. And that's it for us. I'll send you over to Miles. Perfect. Thank you very much. Brian, yeah, I'll try to keep my events update brief. I know we don't have a ton of time left. so just going over a few events that we have upcoming. So as always, every Tuesday we have this event for anyone that's new to hospitable, looking to get the most out of the software. And it's our getting started workshop. We've got a new policy here or a a new alternate timing. so we're actually switching week to week the time slot for these to accommodate for more people across the world. so I'm gonna get it wrong on which time it is next week, but it's either gonna be at 9 a.m. Pacific time or 4 p.m. Pacific time. If you check out that link, you can go and see the full schedule there. And see a time that works for you. And if you can't make it live, we do record all those. So if you register for an event, we'll send you an email with the link to watch the recording as well. So go ahead and watch that if you're new to Hospitable and trying to get the most out of the software. And then next up, on the morning of September 24th, right before the Vacation Rental Management Extravaganza Conference in Orlando, Hospitable and Airbnb are teaming up for a morning focused on one goal, more nights booked. Alright, so head to this link to grab your in-person workshop ticket. Plus, the Florida Alliance for Vacation Rentals has kindly offered free passes to the September 24th conference sessions for anyone that attends this workshop. So by registering for that workshop, you also get a free pass to day one of conference and the workshop there. Also, if you want to get a ticket for the full event, you can actually use code Hospitable20 for 20% off for full conference tickets. More details on that QR code as well, which I think Petra has already shared in the chat. And then, yeah, finally going to Town Hall slide. As always, we will have this town hall again in two weeks' time. We have them every two weeks. So go ahead, scan that QR code, make sure you add them to your calendar so that you never miss an event again. Okay, and just a reminder, because we've had so many QR codes today, I know there's been a lot to remember and a lot to click on and a lot of links to go after. If you want to get any of these links from today's session, this is the best QR code for you. If you head to hsptb.com forward slash conversation, we have a post in the community that has a summary of today's session and all of the links that we've called out. So if you've missed a link or want to check out anything, you can go there and check it out. community is obviously a great place to learn about anything from today's session and any other product updates. And this week in the community, it's also an excellent place to get your hands on some hospitable swag. so we've just launched some new merch and we're giving it away. so if you head to community.hospitable.com, you should see the contests on the homepage there. We've got a little question to ask you to finish this sentence for your chance to win some of the swag that we're giving away. So please, yeah, head to community.hospitable.com for your chance to win there too. And that's it for updates from us. so now we're gonna head into the QA section of our event. So if you do have a question for us, now is the time to ask it. you can raise your hand by going down to the rack button at the bottom of your screen, clicking the raise hand button, and at which point I will ask you on stage and I'll ask you to unmute yourself. Obviously you need to unmute yourself for us to be able to answer the question. I think we're gonna have time for two questions considering the time, but we're still gonna make some time for for answering them. Yeah. So Emily first on stage for a concise question, hopefully. Yeah, Emily, how can we help you? speaker-1: I am super excited about the split payouts. I've been waiting for this forever. so my question is on Mogul, do you, if I have it set up to where everyone, my my invoicing is at the beginning of the stay, if I toggled on split payouts today, would the system recognize which reservations were paid out via split payout versus I received those? Or would I need to kind of wait until the next statement month, if that makes sense. I I think I understand what you're getting at. It's basically re like your revenue recognition settings, as we call them in the management equipment. so split payouts are are recognized when they're paid, which is the day after check-in. So that behaves a little bit differently, but it's mostly because we know exactly when it's paid. If you're already recognizing your revenue on check-in, it it wo it shouldn't change, you know, much on your statement. We'll show all the reservations, we'll show if they're paid, and we'll show them by based on the date that we're they're scheduled to be paid on on there. So and it'll have like, since we already paid it out, it'll show total remaining as zero dollars. so it'll still be recorded, but we wouldn't ever allow you to like accidentally also invoice for that one if that makes sense. Okay. I think I understand that. and then real quick, so if the owner already has their bank account set up within the portal, they are not needing to go re-addit outside of the portal, correct? Like through hospital. No, yeah. If they're set up in the portal, you're already doing owner invoicing today. Like your owner shouldn't have to do a thing. You can go to their owner's page, hit enable, and you'll be on your way. Great. speaker-4: Okay, great. speaker-1: Super excited. Thank you guys. Thanks. speaker-0: Cool, thank you very much, Emily. Okay, next up we have Janine inviting you on stage. Janine, hello. Do you have a question first? Hello, Janine. How can I help you? speaker-1: I got a direct booking site and I was trying to put a my email address on it and the the AI support said that it's not possible to put the email address. a lot of my bookings, especially from Verbo, not so much from Airbnb, they like to communicate beforehand about the property and ask specific questions. and they do that through a in the messaging system on Ferbo, but there's no way I can see right now we can do that on the direct booking or the email address. speaker-4: Ja to hrabě. speaker-2: yeah, we we don't currently support we don't we for the hospitable hosted sites, we don't currently support like an inquiry type form for direct reservations today. It's like probably I think it's one of the top requested features for direct. So it's definitely something we want to support eventually, but not possible today. if you are on a hospitable hosted site, you could get your email address into the content of your site by just like including it in your listing. but it's yeah, what what we don't have today is that inquiry support. I don't know if you were gonna add something. speaker-4: Maybe a more positive spin on it. Yeah, we we see that. so yeah, there's not a field for email address, so maybe that threw you off. It there's no place to to insert it into the site. But we see lots of hosts put it in the footer or in the different contact information. So there's nothing preventing you from doing that in any free text field, Janine. and and people will contact you based on that. speaker-1: Okay, thank you. speaker-0: Thank you very much, Ginny. One last one? Yeah. You said two. I said two agree for free. It's kind of like the bedtime stories with my daughter. Bibiana inviting you on stage. Hello. Bibiana and Gladys, how can we help you today? speaker-1: Hi guys. yeah, so we recently got started with Airbnb and wanted to get everything synced and then with hospitable it's it's like a first month or so. So just a couple things. For us, we wanted to understand how we can work on automating some AI responses for like checkouts or notices, like getting lockbox access, things like that that can be a little cumbersome in some of our properties. And then also we had questions about how to get Expedia synced. Right. And dynamic speaker-4: And yet they speaker-1: pricing, yeah. speaker-0: Dynamic pricing. It seems that you need help onboarding to Speedable and get some review with your with your messaging. So I'm gonna I'm gonna get somebody from the team to be reaching out to you offline because we're not gonna be doing this live. It's pretty comprehensive what you're asking for. Just an answer because it basically is also what an element that Andrew has been highlighting a bit before. Getting listed on Xpedia is easy. It means you need to have accept instant bookings on your verbo. listings which you can manage from hospitable once it is connected. so we'll get your email and I will get someone from our onboarding team reaching out to you to answer your questions. All right, Viviana and Gladys together. Thank you very much. Yeah so we're gonna we're gonna end our tunnel right there. So yeah the the the takeaways here is that this is yet again a hospitable exclusive that you can be a co host now on verbo And on your hospitable direct booking site. What it means is that we're going to be distributing the amount, the amounts that are owed to your owners and the share that is yours as an operator of that short-term rental as you receive reservations. That's a very exciting feature for us because it allows more people that are great at hosting to be providing a great service to their owners. And I think this is really a key path for this to professionalize and not being tie to just one unique platform and there is there is no reason to do. we've had plenty of feedback about what about those other channels. We are talking to them to make sure that we can have we can build those features for for split payouts because we believe there is gonna every booking platform needs to have a solution like this. So here we're very happy we're making very good progress on being able to support that now for view verbal accounts and for direct bookings. which means you don't have to be handling the flow, you don't have to change your business, and you can just host the way you've been doing so far. another thing, so just as I was highlighting, Xpedia, you can get listed on instant bookings. Those are this is something that creates a lot of support attention that we're trying to do to we're we're supporting in the best way. But nonetheless there is a great opportunity for you if you're on verbo to list with instant booking so that you can get listed on Xpedia and in any case There are some restrictions imposed if you are aggressive book. So the most performant listings on variable have an instant book that works the script really nicely. And yeah, just the last thing. I'm not obliged to, but obviously I hear you about your your comments and feedback on support. I've posted multiple times. We are aggressively recruiting, we're also investing a ton of time into our AI. We have doubled the support team this year. We are gonna be, as I promised, on the last tunnel. adding more people to be answering to be answering your questions as quickly as possible. this is not enough. If it worked, we would be in a much better position right now. Our focus is also on the product, on the on the engineering itself, to basically be fixing those gaps and have a product that talks to you in a better way so that you can troubleshoot your problems, you can take an action directly yourself without having to reach out to support. That's what we are more excited to be working Towards. Thank you so very much. You will have another update from us in two weeks, and stay tuned for future updates. Thank you, bye bye.