Paid Customer Onboarding & Account Tune-Ups by Hospitable (AKA the “Rapid Rollout” & “Rapid Refresh” programs.

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Included is an overview of the Hospitable Rapid Refresh and Rapid Rollout programs offered by Hospitable.com

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How much does a paid onboarding cost?
1. The standard price is $500 for 3.5 hours ($166/hour) of live calls which can include configuration, training, and best-practice setup of your hospitable account. This time includes pre/during/post call support by a Hospitable Customer Onboarding Specialist, which is 3.5 hours of live call time with you.
2. An optional $150 for message migration from a current PMS or Airbnb system, up to 15 messages.
3. The 5 hours it the total time the Hospitable estimates will be needed to support the 3 call (3.5 hours) with our customer. With 3.5 hours purchased, customer should expect 3.5 hours of live call / training / configuration time.
4. Customer can purchase more hours at the hourly rate for additional services (property merges, owner portals and statements, cleaners & operations)
Enterprise accounts (25+ properties) typically need a block of 10-20 hours ($1,600 - $3,320)
Will the setup of my account be done FOR me? a. No. The Hospitable rep will setup the account WITH you. This is a train the trainer program where you will be asked to share your screen and you will do the majority of the configuration and setup.

b. Adult learning is best retained using different ‘modalities’ such as audible (seeing someone else do it) but the best retention is kinesthetic (doing it yourself!).

c. With these principles in mind, we will guide you through setting up your account so that:
1. the account is tuned up to best practices
2. when / if you need to make changes to your account, you know how and don’t need to continue paying for a representative to assist.
3. The Hospitable rep will be biased for action , defaulting to turning features on for you to review between / after the live call.
  1. For example, we will turn on all messaging rules, cleaner alteration/cancellation notifications to cleaners, and review templates. You can review and edit, but we know most host have good intentions to review everything between a call, but you get busy and forget so we will default to turning on the important parts of the product and put you in an edit role so that the program does not stall.
I have specific topics I want to cover that are a priority, can we cover those first?
1. We prefer to stick to the set agenda but we will make sure we understand your priorities and when we get to that part of the agenda, we will double down and make sure this configuration is good to go.
What payment methods are available and how do I pay?
1. You will sign a Statement of Work, sent by your Account Executive or Customer Success Manager.
2. Your Hospitable account must be in Pending (credit card added, free trial still in progress) or Active (credit card added, free trial completed).
3. The payment method on file to pay your Hospitable bill will be charged after you sign the Statement of Work.
4. No other form of payment other than your method on file for the Hospitable subscription can be accepted. No, we can’t charge a different payment method or break up the payments.
Who is a Rapid Rollout and Rapid Refresh for?
1. Any new customers who wants to migrate and get the most out of their Hospitable investment is a good candidate for a Rapid Rollout
2. Any current customer who needs a refresher and/or has new or staff turnover that needs to be retrained on Hospitable basics + new features should consider a Rapid Refresh.
I heard you can create my VRBO listings for me?
1. Yes. We have a partnership with VRBO that you will create an account and VRBO will use your Airbnb links to replicate your listings. This is included as part of the Rapid Rollout and Rapid Refresh program.
Will the calls be recorded?
1. Yes, all calls will be recorded, transcribed and summarized via our third-party recording system (Gong) and shared with the customer after the call via a recorded link that will have an expiration date.
What can I expect to get out of the paid implementation?
1. A comprehensive configuration of Hospitable, including;
  1. Connected Channels (Airbnb, VRBO, Booking.com, Google Vacation Rentals)
  2. Messages and Reviews Automated
  3. Direct Booking website setup and ready to receive direct bookings
  4. Devices (Smart Locks and Thermostats) connected and configured
  5. Confirmation that your Dynamic Pricing software is integrated correctly
  6. More
2. You will share your screen and do the setup as the Customer Onboarding Specialist guides you through the product configuration.
3. “Homework” will be assigned to the Customer so that progress can be made between calls.
4. Each call is built on the training and homework from the previous call. this work must be completed prior to the next call or you will fall behind.
Who will run the Rapid Rollout and Rapid Refresh calls?
1. Hospitable has a team of Customer Onboarding Specialist trained to exclusively run the these programs. This is a dedicated team that only runs onboarding calls and does not sell, support, or otherwise have tasks not related to Rapid Rollout and Rapid Refresh calls.
What if I have specific topics that I want to cover?
1. Let your Customer Onboarding Specialist know during the kickoff call and we will prioritize those topics.
Am I able to purchase less than the standard onboarding program?
1. Yes, we do offer a two hour package for $250. Ask your sales rep for details.
Why does this program cost?
1. We’ve priced this program to break-even so we can offer property managers and Hosts an option to onboard with the support of a human.
2. Our support team also receives monthly requests for live training when new features come out and/or when your staff turnover takes place.
3. We often find customers who self-onboard get the basics but are busy and need a coach to show them best practices and to keep a disciplined project moving to get it done.
What if I miss or am late to a scheduled call?
1. After 10-minutes of a scheduled onboarding call, the Customer Onboarding Specialist will depart the call and ask to reschedule the call. Only 1 call may be rescheduled.
2. Any calls missed (defined as late 10 minutes or more) after the first missed call will be considered forfeited.
What is the standard agenda for a Rapid Refresh and Rapid Rollout program?
1. 3 scheduled calls broken out into these topics:
  1. Call 1:
    1. Connecting your Channels (Online Travel Agencies) like Airbnb, VRBO, Booking.com
      1. Support creating a VRBO account and replicating your VRBO listing
      2. Support adding your Booking.com account and listings
    2. Settings
    3. Messaging Rules
    4. Invite Users / Secondary Users
    5. Download and Login to Mobile App
    6. Connect SmartLock App and pair locks to properties
    7. Calendar Management
    8. Guest Services
      1. Auto-Messages
      2. Canned Messages
      3. Suggest / Edit with AI + Knowledge Hub
      4. Questions
  2. Call 2:
    1. Automating reviews & review replies
    2. Review Dynamic Pricing Integration (Pricelabs, Wheelhouse, Beyond, etc)
    3. Direct Booking Website Created and put on your own custom domain
      1. Submit Direct sites to Google Vacation Rentals, or
      2. Place Direct Booking Widget to your existing site if applicable
  3. Call 3:
    1. Operations
    2. Setting up Teammates
    3. Notifications and Tasks to Teammates
    4. Rental Agreements
    5. Automating Upsells
    6. Ad-Hoc Guest Verification
    7. Go-Live
    8. Staying Connected to Hospitable
  4. Post Go-Live Check-In Email
2. What is not included in the paid onboarding?
3. How do I purchase a paid onboarding?