speaker-0: Okay, hello everyone and welcome to today's town hall. Thank you so much for joining. my name is Marles. I'm from the marketing team and excited to welcome you to today's town hall. As always, we're gonna briefly just bring up the disclaimer that we have, and then I'm gonna hand over to PC to introduce today's agenda.
speaker-1: Hello everyone, thank you very much Miles and yes, my goodness, what is that? We have an agenda now on those tunnels, that's really weird. So yeah, that's something that we you shared to us basically on frequent occasions. So here is what we anticipate we're gonna be talking about on our part of the product updates. There's gonna be a quick update on the verbo partner connection. So if you are using Verbo, you're gonna want to hear this because it's fixing a very big problem. Task app, there's gonna be some major improvements as well as for Mogul Plans, and we're gonna give you late an update on Smart Mostats that we're be talking about, our nest integration that we talked about last two two weeks ago, as it was just being released. before that, we're gonna be able to introduce some of our new members of our team, starting by Lydia. Lydia, you can turn your camera on. to introduce yourself and Lydia is gonna be joining our support team. So Lydia, who who are you?
speaker-0: Before
speaker-2: Hi, everybody. I'll keep it short and sweet. I know there's a lot of great content to share today. I'm Lydia and I'm one of the news support advocates here at Hospitable. I'm based just outside of Atlanta, Georgia. I saw a lot of folks in Georgia. Hi, our Georgia host. first, I have to say I it's it's honestly kind of surreal for me to be sitting on this side of the computer. Just a couple months ago, I was a host. I was a fan of the product. I was an end user. And now I'm here as part of the team. So I'm super excited to be here. and it's a little bit surreal for me. but anyway, this is going to be a great journey for me, helping to support you guys. My goal is really to help you guys spend less time troubleshooting issues and more time with your guests and making your experience awesome. So looking forward to working with you guys and supporting you guys through this journey.
speaker-1: Great stuff. Thank you. Thank you so much, Idiana. I think we can count on you and you're super excited about having you in the team as well. Thank you. Thank you so very much. next we have Silvia who's joining. So that's a bit of a different function. So it's a it's a bit of a new one. Sylvia, so you are why who are you? What are you gonna be doing at Hospitable now? Yeah, it's maybe less exciting, you know. Compliance is legal, is always the dry stuff. but I'll try to make it spicier. So hey everyone, hey hospitable family. I'm Sylvia joining as a senior legal and compliance counsel, coming from a fintech and data background. I'm currently based in Europe, Budapest, Hungary, and Europe is currently in the middle of a heat wave, but thankfully my brain's CPU cooler is still doing its job. well, so what I'll be doing. I'll be helping increase trust in our platform by working on the technical compliance side of security, privacy, including certifications and audits like ISO for security, ISO for AI management, SOC2 and PCI DSS, the famous one. So all hospitable users know their data, will be in safe hands in the future as well. I'm also an Airbnb host myself. I'm really excited to join the company and this whole team. Outside of work, I enjoy hiking, traveling, and writing code since the age of eight. And a bit of a fun fact I'm inexplic I have an inexplicable fascination with giant hydroelectric dams. So the three gorgeous dams is my favorite one. And yeah, that's it. Looking forward to working with you. We've been talking about that a little bit just before and just why damn like really? That's is that real? Okay. Than thank you. Okay. And I I'm not gonna be challenging you on that. It's it's actually really great. so thank you very much. There is a lot of work that goes behind the scenes, obviously. It's you you there is a lot of work that we have to do to keep your data secure and and that's an ongoing pro an ongoing work. we have to Talk to the platforms about it and we have obviously our volume of payments that we are processing on your behalf as a merchant of record is also increasing, which increases the compliance work that we have to do. So that's great. a particularly a huge beneficiary of that, because that's more time delegated to more project delegated on Sylvia, other than handing on my plate. And I think that's a win for everybody. Okay, let's go on to the product updates and starting with Abby on an update on the verbal partner connection. Good luck, Abby.
speaker-0: Yep, so I have one update on the Virgo Partner Connection. And as PC said, it is an important one, and that is that security deposits are now available for Virbo partner reservations. This is important because when you upgrade to the Virbo Partner Connection, Virbo no longer offers you, the host, integrated damage protection. That's true, if you connect through any property management system, it's not just unique to hospitable. but we wanted to make sure that you are protected. And so hospitable security deposits are a great way to do that. if you aren't familiar with how hospitable security deposits work already, here's how that works. So the guests will be told when they check out on Virgo that a refundable security deposit will be collected. And then we'll ask the guests to confirm their payment method for the deposit after they book, and then two days prior to check-in. We will actually collect that deposit from the guest payment method. And then after checkout, you'll assess the property for any damage, and you can choose to claim all or part of that deposit. If you don't, we'll automatically release it back to the guest 48 hours after checkout. This is available where hospitable payments is supported. So today that's the US, UK, and Australia. But we're looking to expand support to several additional countries in the near fruit near future. And again, this is available today. So if you are already using hospitable secure deposits, you have it enabled for all of your platforms. You might already be collecting deposits on your Virgo partner reservations. If you don't, you can go to property pricing and secure deposits. You'll choose the deposit amount you wanted to set. You could choose which channels you want to require it for. So if you want to only require it for just verbo, you can do that if you want to. so that is available today. And next, Andrew is not here, so I am gonna continue on and give you a couple of updates on the TASS app. so the team has been listening to your feedback and making several improvements to the TAS app, which we think is now becoming one of the most robust operations products in the industry. So the first of those improvements is that you can now invite your teammates to the task app via SMS. Before, in order to invite your teammate, you needed to have an email address. And many of you may not have an email address for your cleaners. That's just not how you communicate. So now you don't need one. You just need a phone number and you can get your teammates access to the app. task sharing, so cleaning managers assigning tasks and teammates sharing tasks with other teammates can also now be done via SMS. And we'll still need an email if you plan to pay your teammate through the task app. but that email address can be added later on after they're all set up and ready to go. we also now have onboarding guides for your teammates. so this is something that many of you have requested. in order to get your teammates comfortable navigating the app, knowing how to complete tasks, receive payouts, etc. So we now have video walkthroughs and step-by-step guides designed for your teammates and available in both English and Spanish so they can feel confident getting set up on the TAS app. Next, we've made some improvements to help you verify image authenticity. So we recently improved the image upload speed in the TAS app, but image metadata wasn't always available. We've fixed that, so now metadata is always captured without impacting the upload speed, which means that you will now see the
speaker-3: B.
speaker-0: device the photo was taken on, the timestamp, the location. and any authenticity warnings in the task details view. So if your teammate uploaded an image, for example, that was taken on a different day or maybe taken in a location far away from the property, you will see that as a warning. And then finally, we've improved how task details are shown throughout the app. So teammates can now see the task details from the inbox and conversation view so they can see all of the relevant information about the job while they message about it. And that is it for me. Next up is Emily.
speaker-2: Thanks, Abby. All right, I'm gonna start with some mogul features that have actually been added to our API and MCP finally. I know a lot of you are probably gonna ask in the chat, what does API stand for? What does MCP stand for? We could tell you, but what you need to know is it doesn't actually matter. It's a technical term. What you do need to know is that these are the things that allow other platforms and AI agents to connect to Hospitable and interact with Hospitable. So you can connect Hospitable to your favorite AI agent like Claude, ChatGPD, or something else. The MCP is available for everyone across all of our paid plans, and we're adding capabilities regularly. This week, the new stuff centers around owner management features, which are a part of our MOGO plan. So if you connect Hospitable's MCP to your favorite agent, it'll now be capable of answering questions about your owners and their statements and invoices. So if you're not sure, If you've paid Joe yet, you can just ask Claude, ask ChatGPT, hey, did I pay Joe this month? You won't need to log into Hospitable to find out. Your AI agent can figure it out for you through connecting with Hospitable's MCP. This QR code to the right is gonna bring you straight to some amazing resources that we have about how to make Hospitable your own with our MCP. And there you'll find workshops, help articles, and even a library of tools built by fellow hospitable hosts. And submitted for the community to use. And next up, we'll be adding the ability finally to view and create transactions via the API or the MCP. That will be a big one. More on that next time. Speaking of transactions though, in the meantime, we've added guest services as a dedicated top-level category for transactions. It's the right home for any expenses incurred for guest-facing services. This is also fully integrated with tasks and pay your own team. So if you're using that app and that feature, any ad hoc tasks that you assign to teammates other than cleaning tasks and maintenance tasks, like maybe it's a concierge task, if you will, will create transactions in this category automatically for you. By default, the owner is not charged for these expenses, but you can edit any transaction to charge the owner if you want to. In addition, for those of you who are using QuickBooks who might not have been able to connect it with Hospitable yet, we've also made some improvements to our chart of account mapping. And we're now supporting more compatible account types in QuickBooks. So you can now map income from Hospitable to any other income account in QuickBooks, and the same for expenses. This really opens the door for more hosts who already use QuickBooks and have a very specific preferred way of doing so. to let Hospitable categorize reservations in a way that actually matches your existing setup. So if it's been something you've considered, check it out and we could probably support you. Right, next I will pass it off to Tim to give us an update on smart thermos.
speaker-0: Thanks, Emily.
speaker-2: Hello everyone.
speaker-0: yes, quick smart device reminder after our announcement that Nest was in beta last week. So so far, 178 of you have connected your Nest devices. That is a total of 461 Nest devices actually connected. and those those 178 of you that have connected. are now having the thermostat schedules automated via our three presets. So those are the occupied mode, which will heat up or cool down your property to a comfortable temperature prior to check-in. That's unoccupied mode, which will push the device to an energy saving mode at checkout. And then there's also long term unoccupied mode, which will apply a basically a deeper energy saving mode during the off season or if there is more than a two week gap between reservations. So
speaker-1: If
speaker-0: you have a Nest thermostat, but you haven't connected it yet. It's very simple to do so. It takes just two minutes. you'll need to head to settings and then preferences first, just to make sure you have beta features enabled. and then you go to devices, thermostats to actually connect, the same as you would for an EcoB or a Honeywell device. As soon as you do that, we'll start managing the device. Those presets that I mentioned will start syncing to Your preservations. And you can also scan the QR code that's on the screen here just to learn a little bit more about the integration itself, as well as what devices we actually support. That's all from me. Over to Patrick now with some integration updates. Thank you so much, Tim. Hello everybody. It's Patrick again from the partnerships team. Please to the next slide. Super. Today we're super happy to present to you 80 new integrations. Actually, this morning was like seven. Now we have eight. so welcome all of them as well. So, starting off with gas communication, so we have finally the bestie AI integration. They support gas messaging and also daily operations, including experiences, upsells, and also cleaning of workflows. Going over to the compliance category, we have SDR Comply. They help hosts understand local short-term regulations and also stay compliant as the requirements always change. Going over to the SDR comms, they are part of the Inventory and procurement category. They make it easy for you to track supplies, set menu stock levels, and avoid running out of guest essential. Going down to the second row, we have the amenities. So guest charge is also new as an integration. They let guests pay for EV charging through QR codes. So via host set the price and you receive payments automatically. They also have now a Stripe integration. Going over to accounting, my favorite topic. They ClearSplit turns reservation data into clearer financial reporting. So they also track expenses, profits,
speaker-1: But
speaker-0: and also give you portfolio insights. Now, number eight that we finish today as well is our new channel, Wanda. So particularly happy about this channel as well.
speaker-1: So Wanda is a luxury.
speaker-0: They're offering carefully resected hopes, professionally operated, and
speaker-1: And
speaker-0: also a 24-7 concern.
speaker-4: Yes, service.
speaker-1: And the last two, we have the operations from fifty.
speaker-0: Two field staff, they help teams manage turnovers, field stuff, vendor assets,
speaker-1: Yeah.
speaker-0: and also other ground operations. And last number for our US here, they have go to check automate a guest check-in, legal, smart box
speaker-1: least teams have have registrations clock
speaker-0: access with a focus, but I said, to Europe. Basically,
speaker-1: So when
speaker-0: together these integrations extend our hospital partners. And if you want, you see on the bottom. a link with myhospital.com at integration to find all integrations. So again, I wish a really warm welcome to Hospitable and thanks of being part of this ride. Let me pass thank you and
speaker-1: over to Brian and and happy
speaker-0: Wednesday from Lisbon.
speaker-5: Thanks, Patrick. so I'm I'm on the success team at Hospitable. And some if some of y'all don't know, the success team exists to basically help you guys make the most of your hospitable account. So we've got a couple of resources this week that we're gonna go over real quick. First is a quick tip. this is something we're gonna do every town hall just to kind of showcase a feature in Hospitable that may have gotten overlooked or something that you didn't know existed. So this week we're gonna highlight using video in your direct booking website. So like a lot of people know you can have a header image on your On your direct booking website that's made and hospitable. if you didn't know, you can add a video instead. So video can capture a lot more guest attention, create more trust, and essentially, you know, maybe capture some more direct bookings than an image would. So I shot a quick video to kind of showcase how I created some AI image AI videos for a direct booking website. So scan the QR code and take a look at that video and just start utilizing that feature today. Success Weekly is a weekly call. We do it actually a couple times a week. So we do it on Tuesdays and Thursdays. This week is only on Thursday, but we also do it every every other Tuesday as well. But we we're trying to run a workshop to help you take advantage of some of the features in your hospitable account. So sometimes it might be features you don't have access to. A lot of times it's things that exist in everybody's account. So this week is going to be Britney going over the five automations that hosts should be using. This is designed to help you save time, maybe create some more ROI in your account, save a little bit of Save a bit of money maybe by switching your account to something different so that we can help you utilize those features. So again, scan the QR code. It's every Thursday at 12 p.m. Eastern. And last but not least, so you can book a call with our success team. So we've got some great customer success managers that really are they're all hosts. So everybody on the team is a host or property manager. So we know what you guys are going through. We can help you optimize your hospitable account, set up features that you're not using, help you earn more money. So a lot of what we do is help you set up upsells, direct bookings, things that actually generate ROI in your account. And we can help you make the most of your account, save a little bit of time in the process. So scan this QR code. And I think If you guys can't get to all these right away, we're gonna have the codes at the end of the call too. So scan the code and schedule a meeting with our team. I think we're gonna go back to Miles now for some event updates. Thanks.
speaker-0: Perfect, we are. Thank you very much, Brian. Yep. So just a few other events to call out from us this week. so if you're new to Hospitable and you are slightly overwhelmed by all the awesome features we're talking about and offering, you should come along and join one of our weekly workshops on how to get set up and get started. So every Tuesday our team hosts a session, 9 a.m. Pacific, 12 p.m. Eastern, 6 p.m. Central European. And you can join that session to kind of get to grips with everything that you need to kind of properly get up and running with Hospitable. And that session is obviously recorded, so you can watch it anytime. And like I say, it's every Tuesday as well. So if you go to that link, which is also added in the chats, you can get registered or you can even go and watch a past recording there too, if you're not able to join live. And Finally, on events from me, as always, we do have these townals every two weeks. So we do like to remind you to scan the QR code and add the event to your calendar so you don't miss it. We'll obviously be back again in two weeks on Wednesday, August 19th. Same time, same place. So go ahead, scan that QR code to make sure that you've got it on your calendar. And now I'm going to hand to PC again to talk about host token and what the host token is.
speaker-1: What is the host token? Yeah, that's a good question. I think I'm I'm it's basically a bit of a binary thing. If you are new to the to this channel, you have no clue what I'm talking about. And if you are part of the regular attendees, you cannot wait for me to move on to the next slide. So hospitable is a bit of a different company. We're not owned by private equity, we're not backed by venture capital. We have fantastic investors. They are our customers and our team directly. and so that works through what we call the host token, which is actually a proxy to our company stock. and you, you, every every single one of you has a chance of investing into the company before we go public or get acquired. So you can have a bit of a token of gratitude whenever the business is sold, and you could say that you really genuinely made money on top of your property management software. so the website to do that is on invest.hospitable.com. it's a bit of a platform managed separately from a product. I said that it's a bit of a shame. we can where you can basically go through a bit of a verification process to be knowing who you are, and that allows you then in turn to be performing an investment into hospitable. Now, if you are based in the US, like quite a few of you, you're gonna need also to demonstrate evidence of accreditation. Please don't submit your tax returns or screenshots from your brokerage accounts. Unfortunately, that's not something that I can accept. Whatever you can do is go to a website called accredited.am, which is basically a broker dealer that can certify to me and to hospitable that you are in fact an accredited investor. What you see here is the growth of the token in the past few months. Now we've had to do a correction until May. to be correcting a bit the value because the token was grossly underestimating the value of the company right now. the investment valuation, that means the price, the valuation at which you would be entering into a hospitable, is 269 million dollars. and this is basically now we end up in the same situation as we were prior to this correction, which is that the price of the token doesn't increase as much as the growth of the company, which means every time I'm gonna be talking about the host token. is actually a fantastic opportunity to be investing because it's basically getting you a greater yield between what we estimate will be the fair market value. Now the token has been growing quite significantly. I think our business is also growing still very significantly now. So yeah that's basically an opportunity for everyone that is willing to own a stake of hospitable. After all, some of you have been customers of hospitable for a long time. so I would love to have you also on our cap table when the business is acquired. Which i is not gonna happen sometime soon, but it's gonna happen for sure. Okay, and I think Miles you wanted to have a little bit of a an update on before the Q get we'll talk about QA?
speaker-0: Yes, exactly. Before we jump straight into the QA, just a reminder folks, if you've been overwhelmed by all the links today and all the QR codes, this is the final one that you need. so if you go to hsptb.com forward slash conversation or you scan the QR code, that's going to take you to our community page that has all the links from today's session. We're also going to post a summary of today's session there once we're done and we'll do a summary of any of the questions that we've answered as well during the session. So if you go to that link, You can make sure that you find all the resources that we've talked about today and you won't miss anything. So we're gonna hover slightly on that for a little longer to make sure everyone's scanned it and got the link. And we're also gonna put it in the chat. And then we're gonna go ahead and move over to our QA slide. so yes, we're now gonna move to QA, and this is the opportunity for you to come on stage and ask us your questions live. So if you would like to do so, you can go ahead and go down to the wrap button at the bottom of your screen and click raise hand in there. That tells us that you want to come on stage and ask a question. Once you've done so, I'll invite you on. And really importantly, I'm going to ask you to unmute. There should be a little microphone button towards the bottom as well, which should appear once I've invited you on. We need to hear you to know your question. Okay. so taking it away with Natasha first. Natasha inviting you on stage. Hello. Hi guys, how are you?
speaker-1: Fine or can we help you today?
speaker-0: so one thing in the product update forum that's been there for years was
speaker-5: what
speaker-0: an integration under smart locks with Lockley Secure Pro. Last time I saw that it was kind of in progress, I was curious to know how that was still working. It's something that you're still working on, because
speaker-5: If it because
speaker-0: that would be huge for me personally
speaker-1: Yeah.
speaker-0: as a host to get that integrated.
speaker-1: calling on Tim, if you can help provide some clarification on that. No update there, so I think that's
speaker-0: yes. No. So to say that it's it's not current.
speaker-1: actively being worked on. We're working with a we're working with a third party to be integrating with those demostats just as well as smart devices. And they they I know they're working hard to basically integrate with as many, but there are also some limitations. that they impose or I know that there was there was one vendor that for example was subject to some restrictions and therefore they could no longer work with them on an AP between as an American company with a the Chinese one. So some something like that I remember hearing. but yeah, no plans for for right now, unluckily.
speaker-0: All right. I appreciate the honesty. And if you'd ever do a need
speaker-5: Advance it again like
speaker-2: And you
speaker-0: pil at least do a pilot program, I'm happy to so
speaker-5: Yeah.
speaker-1: That's that's great. Actually, thank you. Thank you for for sharing that. We do share on occasion whenever there is a a private pilot or some option for some opportunities for beta testing, we share those directly on our community website, so community.hospitable dot com.
speaker-0: Okay, perfect. Thank you very much, Natasha. okay, next up we have Lee. Hello Lee, welcome on stage. Hey, hello.
speaker-1: How can we help you today?
speaker-0: Hey, so just wanted to say been really happy with the both the new tasks functionality as well as the verbo partner connection which I got on. you guys have a lot of people complaining, but so far they've both been really nice additions to my workflow. And so I kind of have two questions about both those or suggestions. one is verbo. there's a little bit of I think a little of confusion already. the QA and from the support ticket I've had about the both the deposit or the the host protection policy and deposit that if you still go to Verbo website it'll s on the partner connection you'll still have the option to offer the guests the fifty nine dollar or fifteen hundred dollar policy or deposit. I was told by support that that's no longer actually what guests are going to see and it's I can only collect deposit directly through hospitable. Is that actually the case? Yeah, so Virbo will not allow you to have integrated damage protection as a host. That is true. We have seen that if those options are still available, but we have confirmed with Virgo that it's not possible to use them when you're on the partner connection. What does happen though, and we've we've seen this as well, is Virgo will still offer, will still sell guests optional damage protection. So after they check out, they'll still have the option to purchase damage protection like they were before. But that just gives the guests protection, of course, in case you, you know, pursue them for damage, then they have some coverage there. does that make sense? Okay. It's no longer a requirement, but they can still purchase the same I believe it was the same generali policy. Pay that fifty nine dollars and for more for more peace of mind. Yeah, I'm not sure if it's exactly the same policy, but I know for sure that they get an option to purchase some something similar. Okay, cool. the other two things, I'm not sure if they're gonna be a available for you guys to be able to develop depending on Virgo's functionality, but two things that are on the Virbo connection that have been frustrating that I don't see have currently updated on on the new connection is both the re the review flow. So it looks like I can can post a public reply through hospital, but I can't review the guests automatically and I can't kill the review requests, which is something that I have Four usually going out, so I have to kill those on my own. I often forget and then guess or kind of annoyed up to the fact. So is it possible that's going to be something you're going to be able to integrate soon?
speaker-1: I think I'm gonna call on Marina if she can help answer on whether that's actually something that's possible.
speaker-0: I believe it's possible, but I'll look into it and get back to you. Okay. And just one other thing, follow on follow on from that is it's so surprising to me that Verbo once I once a Verbo reservation has started, the you're not able to at least I wasn't able to before, ex extend the reservation in the app like I do in Airbnb, just add on a day or two, have that price increase. It's you can't adjust it. And I don't know if that's going to be able to change. Previously I just had to block off a day on my calendar and add and send a special charge. But then that that money wouldn't show up in my accounting in inhospitable. And it would just create difficulty with the lock system and everything. So that's I don't know. That's very surprising and a big headache for when I do have guests who want to extend. But I do think now sorry, Abby. We're probably about to say the same thing. Go ahead, Marina. I was just gonna say that you can now do alterations through Hospitable. So you can guests can approve them as well. And then you can send them, they can approve extra
speaker-5: They can pay the
speaker-0: fee and everything can happen through Hospitable. Wow, Hallelujah. I that's it's crazy to me that that's that functionality wasn't there before through Virgo. So that's that's huge. I'm surprised that wasn't even mentioning the connection because that's a big it's a big deal. All right. I know I've taken a lot of time. Just one quick just one last thing on tasks. I just wanted to know whether you guys are gonna be building in a little bit more kind of at a glance view with similar to Breezeway which I'm happy to have finally gotten off of with the current way it's it's structured, it's really hard. I'm starting to use tasks and I expect to use tasks as much as I'm using both messaging and calendar. Right. So Currently I'm using on mobile or I'm on desktop. I'm both having to kind of hunt through the menu for that. And I can't really see at a glance between the way things are colored and you know, with a bunch of listings, managing, seeing what my day at a glance looks like, which ones are done, which ones are still in progress, which ones haven't been started. And nor can I set on notifications about if a job is hasn't been started yet and I have a guest checking in that day. So it's yeah, I'm hoping for more functionality there. I mean, I you guys have just launched the product, but I'm wondering what you guys are thinking about. proving that going forward.
speaker-1: No, no, that that that's very good feedback. Thank you so much. I kinda want to ask you to hold on, because there there are core features that you're talking about that we want to be talking about exactly. I think that's on the next annot. so so that's what we've been working towards. for for an update in particular to a dashboard because we think that's critical information so there's there's a lot of changes that's ongoing on some on some of you guys on the on the dashboard view that's because we are progressively rolling out a new vision for this dashboard to make it more operationally driven and tells you what you should be spending your time on. so that that's that that's very very important and interesting to us. So I
speaker-0: Absolutely.
speaker-1: Kind of don't want to kill the thunder of a team.
speaker-0: Okay, awesome. And the the the one core functionality with that, with the hot with a task for me at least would be automating with a with a with a logic set of sending when a when a when a cleaning is done, having a message sent to the guest that the cleaning is done. I don't offer upsells, but I do offer a lot of extra value with free early check-ins, which tend to happen quite often. And that's a huge pain point for having to do manually. So anyway, that's the last thing. Thank you so much.
speaker-1: Absolutely, absolutely get that. And I think the the other thing that we all find as well is the the the early check-in and late checkout, which are closely related with the availability schedule and the the cleaning tasks as well. so thank you very much. I I I kinda don't I'm not gonna make a promise on on this. I I know this is something that we should absolutely be doing. absolutely. so just to wrap up, just because that's one question that I I think was circuited a few times, but Lee's question was started with the damage protection insurance and security deposits. We know that you have a screen that's available on verbo that tells you that you have options. We also know that that screen doesn't have any effect whatsoever when you have software connected. So you believe you have something that is set up on your verbo account, but that's actually not true. The only setup that you the setup that you basically have to protecting your verbal reservations lives in your property management software. That's why we released the security deposits for verbal reservations. There is this other thing that is damage protection insurance, and we're very excited to be talking about that at another town hall because there is a lot of initiative that we want to have around insurance. but that's something that we're we're gonna be working on towards the the yeah the beginning of Q three and the beginning of end of Q three and beginning of Q four. so that's gonna be coming real soon actually. it's gonna take a few a few weeks to get sorted. Sorry, Miles, go ahead.
speaker-0: No worries at all. Thank you very much for the questions, Lee. okay, having Tobias on stage now. Hello, Tobias.
speaker-1: Hello Tobias, how can we help you? Today. I don't think we can hear you right now. You are unmuted, but I'm not sure if your microphone is plugged in.
speaker-0: We're probably gonna try the next person, Tobias. I'm gonna mute you briefly, but double check your microphone's set up and working, and then we'll try and come back to you after the next person. so yeah, invite an indigo on stage. Hello.
speaker-1: In the go. How can we help you today?
speaker-4: Hi, can you hear me?
speaker-1: Perfectly well, thank you.
speaker-4: Okay, thank you. Okay. We have just a a horrible situation here. Thanks. Hi. We we've been trying to get help through support, but they're a little backed up. So it it takes five, seven days, sometimes fourteen, before they respond back to questions. Cause it's a kind of a back and forth conversation, but we're needing faster resolution. Ha it's a problem between hospital and Aiden, I think. The pays are payouts. We have not received sever several payouts for almost I want to say six, seven months now and we we're just finding this. So what happened is we we had fraud in our business bank account at Wells Fargo and had to close some bank accounts. And then immediately we put in our new bank account into hospitable and and contacted support. They guided us a few months ago and said that no you know future payments would be gone into those going into those fraudulent bank accounts. And I even type the word closed in hospitable so y'all can see on your side too that we don't use those and everything should be set up in our default account. Well, now we're finding out that Hospitable has sent money back to Aiden or Aiden has sent money back to our guest and refunded them because they couldn't get money deposited into our new banking account, which s for some reason Hospitable wasn't Putting it into our new banking account instead. Hospital was putting it into the fraudulent bank account that had been closed for several months. So the little bit that we have gathered from you know one conversation in the chat with support was that you all have some process there that when reservations are done and they're in the future, you have no way to switch those payouts to our new bank accounts. So my money over a thousand dollars, this is over a thousand dollars, is trapped between
speaker-1: Yeah.
speaker-4: hospital and aid and now and we need them.
speaker-1: I I think I think Abby is gonna be able to provide you a great answer, but we're gonna we're gonna we're gonna give you the money, okay? There's no
speaker-0: No no.
speaker-1: freaking question about that. Okay. And and I think there are a few things that I've heard that like I think you could ride the my my non b my non verbal communication would be revealing. Abby, you want to to answer? Yeah.
speaker-0: I I'm just gonna say it's hard to know exactly what's what's going on here without taking a look at this, which I will for you. we we definitely have ways of moving upcoming payouts to new bank accounts once they're verified. So I'll I'll have a look. I'll pull your case specifically.
speaker-4: I have a new email I was sending in to a young lady who'd been helping. And I just put some concerns, you know, to say, hey, when pay hospital doesn't pay our money out or when we don't get our payouts as host, maybe there can be an SMS alert or email with a big subject that says, Hey, you don't have we're holding your payouts and emails. And the only way I found some of this was that I'm using AI to help me monitor my email messages from hospitable. So that's how I was able to find some of this. So, you know, I asked for it to be escalated. Maybe we can have some kind of alert when that thing doesn't happen.
speaker-0: Yep. Okay. I I I'll take a look if we have gaps in in communicating about failures. We'll definitely close them.
speaker-1: Normally we we do have plenty of I I do trust that we have some alerts whenever we there is a a payout that's is rejected. We do not want any host to not be paid the money, because the service, the the reservation has already occurred when when you guys get paid. and I know we already we have logic to retry. I also know that basically if the account is closed, we are n we stop payouts directly to that account. So there is no chance that basically once that payment once a payout is sent to a country closed, we we no longer have permission to be signing any funds there. and we definitely, definitely are not gonna be refunding guests for for money. We keep the money on a segregated segregated balance account that is in your name. And we went through a lot of effort to basically make sure that would be the case. So that money is yours, it just is not in your bank account and we are keeping the funds until we are while we're trying to obviously keep keeping it out. So Sorry, August Lee for the turbulence.
speaker-4: How do I send my email to Abby so she has
speaker-1: We we have yours. We we have yours. Your your indigo, ind indigo.
speaker-4: Another here that I just sent a moment ago to support again with more details.
speaker-1: I think we're gonna be considering we're dealing with money. Okay. Like there are there are some security rules. Okay. And we are also not gonna be sending emails to the entire planet. We're gonna send to the one email that is associated with your hospitable account. And that's is is gonna be a line. Okay. That's you can understand that we we not obviously there. so thank you very much for for that, Nigo. We're gonna get it sorted for you. Thank you, ID, for The in incoming investigation.
speaker-0: Thank you. Okay, we're gonna try Tobias again. let's see if we figure out the microphone situation. Tobias, invite you on stage one more time. Let us know if you're able to ask.
speaker-1: Yeah. This time you are muted, so you need to unmute yourself. Which I don't see.
speaker-0: No, okay. Maybe an accidental hand raise, I think. so we're gonna go ahead and move on, I think. okay. Renu inviting you on stage. It's a guess of your name. Apologies if I've got that wrong. please go ahead, unmute and ask us your question.
speaker-1: Hello Renu, how can we help you today? You are muted, we cannot hear you right now. Okay, I think we're gonna give you some time to verify your setup.
speaker-3: you
speaker-0: So bias says that we can try.
speaker-1: Hold on, try me again. Tobias, gonna
speaker-0: Chance.
speaker-1: work. Yes. So at least we know there is someone on the other side, but we still don't hear you, Tobias, unfortunately. Yes,
speaker-5: Yeah.
speaker-4: Yes.
speaker-1: it can go three times. It can go three times. This is this is basically what we look forward to. This is what we look forward to understanding also. First it cr it verifies that you're not a bad actor. second it basically makes sure that there is a a little bit of enthusiasm to to hearing your voice. So Tobias, how can we help you today?
speaker-5: Hey, hey hi everyone. So I became a Airbnb host about you know two, three months ago and then I became a super host in the span of two months, right? So my overall start and rating is of four point nine four stars and I have eighteen reviews. So my issue that
speaker-0: Because
speaker-5: so my booking suddenly like tanked starting August and everything. So from from now towards the end of the year. So, you know, maybe it could have been done because of the FIFA that was up in the Lenham, but I just wanna know from seasonal hosts what can I do and improve so I get more bookings for the rest of the quarter.
speaker-1: I I think that's a fantastic question, Tobias. I think you you're up for quite a ride to basically go through your first year and understand a bit the local demand in your markets. I think you started at a fantastic time. but then I think reality may be stepping in. So I think there is a great opportunity and basically directing you to the our community platform, to community.hospitable.com, where I think you can join with other hosts that are actually I think Miles, we probably have a group from Georgia. So yeah, I'm sure because it's one of the anywhere. If we had an HQ headquarters, it would be in Atlanta. but so probably asking questions about host and what they see themselves in terms of seasonality and what they are they are doing. I think there are without knowing your setup, there are basically a few a few things that basically I can throw at you, but there's really something about midnight stays, there's really something about last minute discounts, and basically maybe adjusting your base price using dynamic pricing if you've not done so already. and so many tips that actually Brian, our customer success manager lead, can actually run you through. Right, Brian?
speaker-5: Yeah, it's for sure. Tobias, I actually put a link in the chat to schedule a meeting with our team. Again, like I said, we're all we're all hosts or property managers, so we've been where you are and been in some some seasonal dips or just kind of times where things are slower than we'd like. And we could probably figure out a couple of different things to change in your account to help you get through it. So book a call through the link in our in the chat and we'd be happy to help. Appreciate it, man. Yeah.
speaker-0: Right. Thank you very much for asking the question. And hopefully we can help you out there. okay, so we're gonna give Renu one more opportunity as well. So invite you on stage, final chance, or we attempt someone else gonna need to you to try and unmute. There should be a microphone button near the bottom of your screen. Don't think it's happening today. I think
speaker-1: It's happening.
speaker-0: we're gonna have to move on. Please go ahead. Use the written QA functionality. You should be able to see that at the bottom of your screen. and ask us the question and then we'll try to get back to you. so next up, Kathy inviting you on stage. Hello, Kathy. Hello, how are you guys? I'm from Texas.
speaker-1: Fantastic. Nice to meet you.
speaker-0: I'm V.
speaker-1: Go ahead, tell me, what how can we help you today?
speaker-0: at the end of this last month, I'm running my metrics because I co-host several properties and my metrics are wrong. Like my payouts from Airbnb are incorrect. I will say I had a a payment that I didn't get, which there wasn't a reservation for, and it turned out to be like some of it had been reimbursed because we had a tropical storm hit and we had to give some money back to some be people, but it didn't re Hospitables tracking on the finances never showed that money was actually not it was like that's what the money should have been if we didn't give money back from Airbnb. But because we had to give money back, it didn't show that in the metrics. So my metrics are all wrong. So that's one of my questions, and I have another one if you'd like to respond to that first, or I'll give you the other one now.
speaker-1: We can we can get the f the the this one sorted. Emily, you have some impression on the resolution center?
speaker-2: So so Kathy, I need to look into your out
speaker-5: Yeah, okay.
speaker-2: and see if this is the case, but we did have an issue that affected a couple of reservations.
speaker-0: about two weeks that changed.
speaker-2: ago where the way that Airbnb sent adjustments to us actually changed and we were doing them
speaker-5: Counting.
speaker-2: twice. That has been fixed and historically, but maybe maybe you had some reservations squeak through we can look at it and update that that
speaker-0: We did fix them historically that squeeze we can take a look at update if that
speaker-2: is the case. So I will find your account and I will look into that for you.
speaker-0: And and reach out to you directly. Okay, perfect. I would appreciate that. And that's another thing is I did try to reach out through support and support is so backed up. And sometimes these things are more urgent. I mean, I know you have a a plan where you can go in and pay and get quick notices, but you know, when you're working with owners and they're wanting their money at the end of the month, I don't have time sometimes to wait. a long time for a response to figure out what where my money is and what what's incorrect. I spent hours and hours on these problems. So if you can look into how quickly we could get a response on something that is more important like money. Money's important. So the other question I have is some of the things have been wrong where I go into fees on hospitable and I can adjust the fees for things like pet fees and and up not up sales but pet fees and I have I put a management fee in there which is where I get where I pay for an extra insurance policy and housekeeping fees. Sometimes when they come out like one and I made the video of this when I sent to to customer service, but one time it will show and pay me for a housekeeping fee. The next time it on Airbnb it will not pay for the housekeeping fee and the and nothing has changed. It's like the Fees just change automatically. One time it works, one time it doesn't work. And so I will go through the metrics and I don't know that till the end of the month and find out that three of my bookings never paid home paid my extra fees, which it one of them should be get over two hundred dollars for housekeeping fee. And I didn't get paid for that. So that has to come out of my overflow I mean, you know, come out of my pocket. It's because it was never charged. So I don't know what's happening. I don't see that on the RBO and Booking.com. I am seeing that on Airbnb. And I checked and there's nothing on Airbnb that changes it. It's all the fees. And I called Airbnb, by the way. I can't call hospitable, but I called them and they said, no, that's all done on your guys' system. When I go in, it is activated and it one one will have it, one will not have it. I think that might be we need to look into. The f the first hunch I have maybe it could be short stay cleaning Airbnb have to set two. So maybe
speaker-2: was maybe could be a different short fee has an option like a standard cleaning
speaker-0: it's like a cheaper short stay. so I don't know if that big had that.
speaker-5: So we can look
speaker-2: at that but but yeah I I off the top of my head without digging in so I will add to my list too when I reach out we can address it together.
speaker-0: Okay. Thank you, Emily. Okay. And thank you, Cathy, for the questions.
speaker-1: Thank you both.
speaker-0: okay Emily, hello, welcome back.
speaker-1: Emily. Welcome back, Emily. How can we help you today? You can unmute yourself. You're muted, Emily.
speaker-0: Hello, can you hear me?
speaker-1: Perfectly. Okay, today.
speaker-0: But so my issue is that I am trying to create a new listening on VRBO through hospitable after being in a and
speaker-5: Great.
speaker-4: Yeah.
speaker-0: it is not allow or on VRBO, and it's not allowing me until I have three reviews on Airbnb.
speaker-1: Yeah, I I think
speaker-5: Directly create.
speaker-1: Any I I think Marina and Noran have been investigating the the issue. I think you posted on community. And so that's the best way to raise attention, by the way, to everybody. there are some other social media group where we don't have a lot of team members. so Emily did that to the community directly and I think my our our team was investigating into that. Marina, you remember what it was all about? What happened? What is going on?
speaker-2: Yes, so
speaker-0: So we looked into it. It was nothing related to needing to have an Airbnb. You can create a verbal listing without having an Airbnb listing. It's just that you're onboarding. We needed to escalate to verbal. I remember when you were onboarding. And it didn't fully complete afterwards. So we just fixed it. You're now fully onboarded to verbal. And I think it should be there on your account. We just need to double check. If not, I'll follow up with you. In the community. Okay. Sounds great. Thank you.
speaker-1: And if if I may say there has been a few things in the past like that that are blocking some action on the onboarding because Verbo is also developing their and adding new new restrictions on account, but they're actually there's other things that we can ignore and bypass. So there were there were some actions like that in the in the ver in the past few weeks where basically that artificially restricted our ability to do things on on on on your guys' accounts, including creating listings. So we did the additional development quite quickly to basically be able to recover. but but thank you Emily for for flagging that and hopefully and Oconwood everything is fine. I think you you yeah, you received some your initial response was about some measures that we are taking to avoid fraud, because we have to make sure we are not creating listings that are fraudulent. So that's something that also we need to always improve and adjust, but that's that's not obviously what impacted you on this case, Emily. We don't believe you're involved in fraud at all. And we we should absolutely help you create your listings. Okay. Thank you. Thank you, Emily. And thank you, Marina, for on your answer. Okay. I think we're at fifty-five, so I think we can go to two more questions. two questions or two people. So
speaker-0: Let's see let's see what Eric has for.
speaker-1: let's see what Eric has. Hello Eric, how can we help you today?
speaker-5: Hey, how's it going guys? Thank you for having the QA. Can you guys hear me?
speaker-1: Perfectly well, or can we help you?
speaker-5: Awesome. I I was just wondering here, when the websites improvements are coming, 'cause something that I really a lot
speaker-1: You know, I get asked a lot.
speaker-5: and also when you're advertising you wanna make sure people can go to a centralized website, especially if wanna get direct bookings. So that's one of the one of the questions. I have some other issues that I wanna maybe bring up, but this is
speaker-0: One of Yeah, I I it's it's making better direct booking websites is something that we want to do, have wanted to do for a while and still plan to do this year. so I I can't give you an exact date right now, but it is something that is on our roadmap and and we hear you. we we also are are trying to think of ways that we can do it like the right way. we don't want to just build another website builder. We also know there's a lot of AI tools out there now. So we're kind of thinking of of how we want to approach the best way to give you nice looking direct booking websites. So coming soon.
speaker-1: And and to add to that, Abby's team is responsible for everything that is payments related. so we want to make sure those issues are very confidently addressed. There is a lot of taxes conversation that are also happening on Abyss Team. So those are loud, screaming issues and we want to make sure we have absolute confidence before we start going into another project like direct booking website. But I see a wild Direc appears, VP of insurance, but maybe you want to share some something else on direct booking websites, do you?
speaker-0: He he appears. Yeah, Eric, if you don't mind, I'll throw my email in the chat and email me. I just want to mention, because there have been several comments about websites and making them look better, and we will do that. Abby has mentioned that. We actually took a look r when we have been doing this over the last year and a half. Our top direct booking customers often have the ugliest websites. they have a strategy for getting direct bookings, and so we have assembled a playbook. For getting direct bookings, capturing email addresses, finding a local direct booking strategy, putting up in-unit QR codes to get people to book before you leave. So if you're interested in this, you can email me. Yes, you need a professional looking website, but the highest volume direct booking customers have a strategy, and that's what's driving direct bookings, not a pretty website. So we're happy to share what we've learned from other hosts. Just email me and I'll post my email in the chat.
speaker-1: Yeah, thank you. Usually
speaker-5: What I see some people going into the website, they find it through Google or whatever is advertised and then they don't complete it. And I was wondering like why does this thing get completed? I can see it on my stripe showing up, like people not finishing the payments. And I don't know why. Also, it's hard for them to kind of reach out and and message, right? And like put
speaker-1: So that's a
speaker-5: my WhatsApp over there. But ideally, you know, since you guys have a messaging system, they should be able to message
speaker-1: Quickly message.
speaker-5: and potentially for them it's in the same website. as opposed to going to the email, which they might not know you're replying to them in email.
speaker-1: Yeah, which which is one other thing that we definitely want to improve for speedable sites is really the ability to have an inquiry and to basically be asking questions before there is a there is an online booking to happen. There is also plenty of opportunities to do that, you know. I we as we as a company would do it in twenty twenty six, not as a company would do that basically the same way in twenty nineteen, creating some work. So that's the those those are all discussions. the the tension really is about roadmap, not about envy. yeah. Is something that we have we've been talking about for a long time. There's a lot of proof of concept that we've done internally as well for improving the direct booking website to have it be relatable. But to be clear, the expoint is bloody right. I think the number one direct booking host on hospitable has secured the first million in direct bookings on the vanilla template, the one that actually we retired, that was all branded on hospitable colors. and basically they change their website much later. And I would recommend to take that approach much, much, much sooner. like the the best website you can have is the one that's online. after that, when you when you secure more direct bookings, you can invest into your your online presence, which now basically means getting a cloud code website or getting a vibe coding app that's integrating with their widgets. but but yeah, I think that's that's where we want to go. So yeah, you can send an email so that's to the I want to say to the people in the chat that are watching us live, it's super easy. You can send an email to direct.jones at hospitable.com and he will share with you the link for the playbook of hospitable to be increasing direct bookings. So direct.jones at hospitable.com. Okay. We're at time. We're at time. Thank you. Thank you so very much for spending this this summer w with us. we're having miscellaneous product updates and gener and some some great ones nonetheless. There's a lot of work that's happening behind the scenes for the next release and next releases, but our priority is during that time when there is a lot of volume, a lot of reservation, that's we want to have obviously a great stability for our entire frontal product and two more of our features. next time we're gonna have something more of a launch of something new. so that as I hinted, we are gonna be talking about a dashboard, which is not exactly was not exactly a particularly a creative feature, a particularly intra attractive feature for for you guys. And we wanted to think a bit more about how we can surface issues both in relation with your software implementation. just as much as opportunities and operational things that you need to be working on. So obviously something a bit more relatable to host than just a list of reservations. So I hope you I can see you there in two weeks' time. See you and have a great rest of your day. Bye bye.
speaker-1: Hello everyone, thank you very much Miles and yes, my goodness, what is that? We have an agenda now on those tunnels, that's really weird. So yeah, that's something that we you shared to us basically on frequent occasions. So here is what we anticipate we're gonna be talking about on our part of the product updates. There's gonna be a quick update on the verbo partner connection. So if you are using Verbo, you're gonna want to hear this because it's fixing a very big problem. Task app, there's gonna be some major improvements as well as for Mogul Plans, and we're gonna give you late an update on Smart Mostats that we're be talking about, our nest integration that we talked about last two two weeks ago, as it was just being released. before that, we're gonna be able to introduce some of our new members of our team, starting by Lydia. Lydia, you can turn your camera on. to introduce yourself and Lydia is gonna be joining our support team. So Lydia, who who are you?
speaker-0: Before
speaker-2: Hi, everybody. I'll keep it short and sweet. I know there's a lot of great content to share today. I'm Lydia and I'm one of the news support advocates here at Hospitable. I'm based just outside of Atlanta, Georgia. I saw a lot of folks in Georgia. Hi, our Georgia host. first, I have to say I it's it's honestly kind of surreal for me to be sitting on this side of the computer. Just a couple months ago, I was a host. I was a fan of the product. I was an end user. And now I'm here as part of the team. So I'm super excited to be here. and it's a little bit surreal for me. but anyway, this is going to be a great journey for me, helping to support you guys. My goal is really to help you guys spend less time troubleshooting issues and more time with your guests and making your experience awesome. So looking forward to working with you guys and supporting you guys through this journey.
speaker-1: Great stuff. Thank you. Thank you so much, Idiana. I think we can count on you and you're super excited about having you in the team as well. Thank you. Thank you so very much. next we have Silvia who's joining. So that's a bit of a different function. So it's a it's a bit of a new one. Sylvia, so you are why who are you? What are you gonna be doing at Hospitable now? Yeah, it's maybe less exciting, you know. Compliance is legal, is always the dry stuff. but I'll try to make it spicier. So hey everyone, hey hospitable family. I'm Sylvia joining as a senior legal and compliance counsel, coming from a fintech and data background. I'm currently based in Europe, Budapest, Hungary, and Europe is currently in the middle of a heat wave, but thankfully my brain's CPU cooler is still doing its job. well, so what I'll be doing. I'll be helping increase trust in our platform by working on the technical compliance side of security, privacy, including certifications and audits like ISO for security, ISO for AI management, SOC2 and PCI DSS, the famous one. So all hospitable users know their data, will be in safe hands in the future as well. I'm also an Airbnb host myself. I'm really excited to join the company and this whole team. Outside of work, I enjoy hiking, traveling, and writing code since the age of eight. And a bit of a fun fact I'm inexplic I have an inexplicable fascination with giant hydroelectric dams. So the three gorgeous dams is my favorite one. And yeah, that's it. Looking forward to working with you. We've been talking about that a little bit just before and just why damn like really? That's is that real? Okay. Than thank you. Okay. And I I'm not gonna be challenging you on that. It's it's actually really great. so thank you very much. There is a lot of work that goes behind the scenes, obviously. It's you you there is a lot of work that we have to do to keep your data secure and and that's an ongoing pro an ongoing work. we have to Talk to the platforms about it and we have obviously our volume of payments that we are processing on your behalf as a merchant of record is also increasing, which increases the compliance work that we have to do. So that's great. a particularly a huge beneficiary of that, because that's more time delegated to more project delegated on Sylvia, other than handing on my plate. And I think that's a win for everybody. Okay, let's go on to the product updates and starting with Abby on an update on the verbal partner connection. Good luck, Abby.
speaker-0: Yep, so I have one update on the Virgo Partner Connection. And as PC said, it is an important one, and that is that security deposits are now available for Virbo partner reservations. This is important because when you upgrade to the Virbo Partner Connection, Virbo no longer offers you, the host, integrated damage protection. That's true, if you connect through any property management system, it's not just unique to hospitable. but we wanted to make sure that you are protected. And so hospitable security deposits are a great way to do that. if you aren't familiar with how hospitable security deposits work already, here's how that works. So the guests will be told when they check out on Virgo that a refundable security deposit will be collected. And then we'll ask the guests to confirm their payment method for the deposit after they book, and then two days prior to check-in. We will actually collect that deposit from the guest payment method. And then after checkout, you'll assess the property for any damage, and you can choose to claim all or part of that deposit. If you don't, we'll automatically release it back to the guest 48 hours after checkout. This is available where hospitable payments is supported. So today that's the US, UK, and Australia. But we're looking to expand support to several additional countries in the near fruit near future. And again, this is available today. So if you are already using hospitable secure deposits, you have it enabled for all of your platforms. You might already be collecting deposits on your Virgo partner reservations. If you don't, you can go to property pricing and secure deposits. You'll choose the deposit amount you wanted to set. You could choose which channels you want to require it for. So if you want to only require it for just verbo, you can do that if you want to. so that is available today. And next, Andrew is not here, so I am gonna continue on and give you a couple of updates on the TASS app. so the team has been listening to your feedback and making several improvements to the TAS app, which we think is now becoming one of the most robust operations products in the industry. So the first of those improvements is that you can now invite your teammates to the task app via SMS. Before, in order to invite your teammate, you needed to have an email address. And many of you may not have an email address for your cleaners. That's just not how you communicate. So now you don't need one. You just need a phone number and you can get your teammates access to the app. task sharing, so cleaning managers assigning tasks and teammates sharing tasks with other teammates can also now be done via SMS. And we'll still need an email if you plan to pay your teammate through the task app. but that email address can be added later on after they're all set up and ready to go. we also now have onboarding guides for your teammates. so this is something that many of you have requested. in order to get your teammates comfortable navigating the app, knowing how to complete tasks, receive payouts, etc. So we now have video walkthroughs and step-by-step guides designed for your teammates and available in both English and Spanish so they can feel confident getting set up on the TAS app. Next, we've made some improvements to help you verify image authenticity. So we recently improved the image upload speed in the TAS app, but image metadata wasn't always available. We've fixed that, so now metadata is always captured without impacting the upload speed, which means that you will now see the
speaker-3: B.
speaker-0: device the photo was taken on, the timestamp, the location. and any authenticity warnings in the task details view. So if your teammate uploaded an image, for example, that was taken on a different day or maybe taken in a location far away from the property, you will see that as a warning. And then finally, we've improved how task details are shown throughout the app. So teammates can now see the task details from the inbox and conversation view so they can see all of the relevant information about the job while they message about it. And that is it for me. Next up is Emily.
speaker-2: Thanks, Abby. All right, I'm gonna start with some mogul features that have actually been added to our API and MCP finally. I know a lot of you are probably gonna ask in the chat, what does API stand for? What does MCP stand for? We could tell you, but what you need to know is it doesn't actually matter. It's a technical term. What you do need to know is that these are the things that allow other platforms and AI agents to connect to Hospitable and interact with Hospitable. So you can connect Hospitable to your favorite AI agent like Claude, ChatGPD, or something else. The MCP is available for everyone across all of our paid plans, and we're adding capabilities regularly. This week, the new stuff centers around owner management features, which are a part of our MOGO plan. So if you connect Hospitable's MCP to your favorite agent, it'll now be capable of answering questions about your owners and their statements and invoices. So if you're not sure, If you've paid Joe yet, you can just ask Claude, ask ChatGPT, hey, did I pay Joe this month? You won't need to log into Hospitable to find out. Your AI agent can figure it out for you through connecting with Hospitable's MCP. This QR code to the right is gonna bring you straight to some amazing resources that we have about how to make Hospitable your own with our MCP. And there you'll find workshops, help articles, and even a library of tools built by fellow hospitable hosts. And submitted for the community to use. And next up, we'll be adding the ability finally to view and create transactions via the API or the MCP. That will be a big one. More on that next time. Speaking of transactions though, in the meantime, we've added guest services as a dedicated top-level category for transactions. It's the right home for any expenses incurred for guest-facing services. This is also fully integrated with tasks and pay your own team. So if you're using that app and that feature, any ad hoc tasks that you assign to teammates other than cleaning tasks and maintenance tasks, like maybe it's a concierge task, if you will, will create transactions in this category automatically for you. By default, the owner is not charged for these expenses, but you can edit any transaction to charge the owner if you want to. In addition, for those of you who are using QuickBooks who might not have been able to connect it with Hospitable yet, we've also made some improvements to our chart of account mapping. And we're now supporting more compatible account types in QuickBooks. So you can now map income from Hospitable to any other income account in QuickBooks, and the same for expenses. This really opens the door for more hosts who already use QuickBooks and have a very specific preferred way of doing so. to let Hospitable categorize reservations in a way that actually matches your existing setup. So if it's been something you've considered, check it out and we could probably support you. Right, next I will pass it off to Tim to give us an update on smart thermos.
speaker-0: Thanks, Emily.
speaker-2: Hello everyone.
speaker-0: yes, quick smart device reminder after our announcement that Nest was in beta last week. So so far, 178 of you have connected your Nest devices. That is a total of 461 Nest devices actually connected. and those those 178 of you that have connected. are now having the thermostat schedules automated via our three presets. So those are the occupied mode, which will heat up or cool down your property to a comfortable temperature prior to check-in. That's unoccupied mode, which will push the device to an energy saving mode at checkout. And then there's also long term unoccupied mode, which will apply a basically a deeper energy saving mode during the off season or if there is more than a two week gap between reservations. So
speaker-1: If
speaker-0: you have a Nest thermostat, but you haven't connected it yet. It's very simple to do so. It takes just two minutes. you'll need to head to settings and then preferences first, just to make sure you have beta features enabled. and then you go to devices, thermostats to actually connect, the same as you would for an EcoB or a Honeywell device. As soon as you do that, we'll start managing the device. Those presets that I mentioned will start syncing to Your preservations. And you can also scan the QR code that's on the screen here just to learn a little bit more about the integration itself, as well as what devices we actually support. That's all from me. Over to Patrick now with some integration updates. Thank you so much, Tim. Hello everybody. It's Patrick again from the partnerships team. Please to the next slide. Super. Today we're super happy to present to you 80 new integrations. Actually, this morning was like seven. Now we have eight. so welcome all of them as well. So, starting off with gas communication, so we have finally the bestie AI integration. They support gas messaging and also daily operations, including experiences, upsells, and also cleaning of workflows. Going over to the compliance category, we have SDR Comply. They help hosts understand local short-term regulations and also stay compliant as the requirements always change. Going over to the SDR comms, they are part of the Inventory and procurement category. They make it easy for you to track supplies, set menu stock levels, and avoid running out of guest essential. Going down to the second row, we have the amenities. So guest charge is also new as an integration. They let guests pay for EV charging through QR codes. So via host set the price and you receive payments automatically. They also have now a Stripe integration. Going over to accounting, my favorite topic. They ClearSplit turns reservation data into clearer financial reporting. So they also track expenses, profits,
speaker-1: But
speaker-0: and also give you portfolio insights. Now, number eight that we finish today as well is our new channel, Wanda. So particularly happy about this channel as well.
speaker-1: So Wanda is a luxury.
speaker-0: They're offering carefully resected hopes, professionally operated, and
speaker-1: And
speaker-0: also a 24-7 concern.
speaker-4: Yes, service.
speaker-1: And the last two, we have the operations from fifty.
speaker-0: Two field staff, they help teams manage turnovers, field stuff, vendor assets,
speaker-1: Yeah.
speaker-0: and also other ground operations. And last number for our US here, they have go to check automate a guest check-in, legal, smart box
speaker-1: least teams have have registrations clock
speaker-0: access with a focus, but I said, to Europe. Basically,
speaker-1: So when
speaker-0: together these integrations extend our hospital partners. And if you want, you see on the bottom. a link with myhospital.com at integration to find all integrations. So again, I wish a really warm welcome to Hospitable and thanks of being part of this ride. Let me pass thank you and
speaker-1: over to Brian and and happy
speaker-0: Wednesday from Lisbon.
speaker-5: Thanks, Patrick. so I'm I'm on the success team at Hospitable. And some if some of y'all don't know, the success team exists to basically help you guys make the most of your hospitable account. So we've got a couple of resources this week that we're gonna go over real quick. First is a quick tip. this is something we're gonna do every town hall just to kind of showcase a feature in Hospitable that may have gotten overlooked or something that you didn't know existed. So this week we're gonna highlight using video in your direct booking website. So like a lot of people know you can have a header image on your On your direct booking website that's made and hospitable. if you didn't know, you can add a video instead. So video can capture a lot more guest attention, create more trust, and essentially, you know, maybe capture some more direct bookings than an image would. So I shot a quick video to kind of showcase how I created some AI image AI videos for a direct booking website. So scan the QR code and take a look at that video and just start utilizing that feature today. Success Weekly is a weekly call. We do it actually a couple times a week. So we do it on Tuesdays and Thursdays. This week is only on Thursday, but we also do it every every other Tuesday as well. But we we're trying to run a workshop to help you take advantage of some of the features in your hospitable account. So sometimes it might be features you don't have access to. A lot of times it's things that exist in everybody's account. So this week is going to be Britney going over the five automations that hosts should be using. This is designed to help you save time, maybe create some more ROI in your account, save a little bit of Save a bit of money maybe by switching your account to something different so that we can help you utilize those features. So again, scan the QR code. It's every Thursday at 12 p.m. Eastern. And last but not least, so you can book a call with our success team. So we've got some great customer success managers that really are they're all hosts. So everybody on the team is a host or property manager. So we know what you guys are going through. We can help you optimize your hospitable account, set up features that you're not using, help you earn more money. So a lot of what we do is help you set up upsells, direct bookings, things that actually generate ROI in your account. And we can help you make the most of your account, save a little bit of time in the process. So scan this QR code. And I think If you guys can't get to all these right away, we're gonna have the codes at the end of the call too. So scan the code and schedule a meeting with our team. I think we're gonna go back to Miles now for some event updates. Thanks.
speaker-0: Perfect, we are. Thank you very much, Brian. Yep. So just a few other events to call out from us this week. so if you're new to Hospitable and you are slightly overwhelmed by all the awesome features we're talking about and offering, you should come along and join one of our weekly workshops on how to get set up and get started. So every Tuesday our team hosts a session, 9 a.m. Pacific, 12 p.m. Eastern, 6 p.m. Central European. And you can join that session to kind of get to grips with everything that you need to kind of properly get up and running with Hospitable. And that session is obviously recorded, so you can watch it anytime. And like I say, it's every Tuesday as well. So if you go to that link, which is also added in the chats, you can get registered or you can even go and watch a past recording there too, if you're not able to join live. And Finally, on events from me, as always, we do have these townals every two weeks. So we do like to remind you to scan the QR code and add the event to your calendar so you don't miss it. We'll obviously be back again in two weeks on Wednesday, August 19th. Same time, same place. So go ahead, scan that QR code to make sure that you've got it on your calendar. And now I'm going to hand to PC again to talk about host token and what the host token is.
speaker-1: What is the host token? Yeah, that's a good question. I think I'm I'm it's basically a bit of a binary thing. If you are new to the to this channel, you have no clue what I'm talking about. And if you are part of the regular attendees, you cannot wait for me to move on to the next slide. So hospitable is a bit of a different company. We're not owned by private equity, we're not backed by venture capital. We have fantastic investors. They are our customers and our team directly. and so that works through what we call the host token, which is actually a proxy to our company stock. and you, you, every every single one of you has a chance of investing into the company before we go public or get acquired. So you can have a bit of a token of gratitude whenever the business is sold, and you could say that you really genuinely made money on top of your property management software. so the website to do that is on invest.hospitable.com. it's a bit of a platform managed separately from a product. I said that it's a bit of a shame. we can where you can basically go through a bit of a verification process to be knowing who you are, and that allows you then in turn to be performing an investment into hospitable. Now, if you are based in the US, like quite a few of you, you're gonna need also to demonstrate evidence of accreditation. Please don't submit your tax returns or screenshots from your brokerage accounts. Unfortunately, that's not something that I can accept. Whatever you can do is go to a website called accredited.am, which is basically a broker dealer that can certify to me and to hospitable that you are in fact an accredited investor. What you see here is the growth of the token in the past few months. Now we've had to do a correction until May. to be correcting a bit the value because the token was grossly underestimating the value of the company right now. the investment valuation, that means the price, the valuation at which you would be entering into a hospitable, is 269 million dollars. and this is basically now we end up in the same situation as we were prior to this correction, which is that the price of the token doesn't increase as much as the growth of the company, which means every time I'm gonna be talking about the host token. is actually a fantastic opportunity to be investing because it's basically getting you a greater yield between what we estimate will be the fair market value. Now the token has been growing quite significantly. I think our business is also growing still very significantly now. So yeah that's basically an opportunity for everyone that is willing to own a stake of hospitable. After all, some of you have been customers of hospitable for a long time. so I would love to have you also on our cap table when the business is acquired. Which i is not gonna happen sometime soon, but it's gonna happen for sure. Okay, and I think Miles you wanted to have a little bit of a an update on before the Q get we'll talk about QA?
speaker-0: Yes, exactly. Before we jump straight into the QA, just a reminder folks, if you've been overwhelmed by all the links today and all the QR codes, this is the final one that you need. so if you go to hsptb.com forward slash conversation or you scan the QR code, that's going to take you to our community page that has all the links from today's session. We're also going to post a summary of today's session there once we're done and we'll do a summary of any of the questions that we've answered as well during the session. So if you go to that link, You can make sure that you find all the resources that we've talked about today and you won't miss anything. So we're gonna hover slightly on that for a little longer to make sure everyone's scanned it and got the link. And we're also gonna put it in the chat. And then we're gonna go ahead and move over to our QA slide. so yes, we're now gonna move to QA, and this is the opportunity for you to come on stage and ask us your questions live. So if you would like to do so, you can go ahead and go down to the wrap button at the bottom of your screen and click raise hand in there. That tells us that you want to come on stage and ask a question. Once you've done so, I'll invite you on. And really importantly, I'm going to ask you to unmute. There should be a little microphone button towards the bottom as well, which should appear once I've invited you on. We need to hear you to know your question. Okay. so taking it away with Natasha first. Natasha inviting you on stage. Hello. Hi guys, how are you?
speaker-1: Fine or can we help you today?
speaker-0: so one thing in the product update forum that's been there for years was
speaker-5: what
speaker-0: an integration under smart locks with Lockley Secure Pro. Last time I saw that it was kind of in progress, I was curious to know how that was still working. It's something that you're still working on, because
speaker-5: If it because
speaker-0: that would be huge for me personally
speaker-1: Yeah.
speaker-0: as a host to get that integrated.
speaker-1: calling on Tim, if you can help provide some clarification on that. No update there, so I think that's
speaker-0: yes. No. So to say that it's it's not current.
speaker-1: actively being worked on. We're working with a we're working with a third party to be integrating with those demostats just as well as smart devices. And they they I know they're working hard to basically integrate with as many, but there are also some limitations. that they impose or I know that there was there was one vendor that for example was subject to some restrictions and therefore they could no longer work with them on an AP between as an American company with a the Chinese one. So some something like that I remember hearing. but yeah, no plans for for right now, unluckily.
speaker-0: All right. I appreciate the honesty. And if you'd ever do a need
speaker-5: Advance it again like
speaker-2: And you
speaker-0: pil at least do a pilot program, I'm happy to so
speaker-5: Yeah.
speaker-1: That's that's great. Actually, thank you. Thank you for for sharing that. We do share on occasion whenever there is a a private pilot or some option for some opportunities for beta testing, we share those directly on our community website, so community.hospitable dot com.
speaker-0: Okay, perfect. Thank you very much, Natasha. okay, next up we have Lee. Hello Lee, welcome on stage. Hey, hello.
speaker-1: How can we help you today?
speaker-0: Hey, so just wanted to say been really happy with the both the new tasks functionality as well as the verbo partner connection which I got on. you guys have a lot of people complaining, but so far they've both been really nice additions to my workflow. And so I kind of have two questions about both those or suggestions. one is verbo. there's a little bit of I think a little of confusion already. the QA and from the support ticket I've had about the both the deposit or the the host protection policy and deposit that if you still go to Verbo website it'll s on the partner connection you'll still have the option to offer the guests the fifty nine dollar or fifteen hundred dollar policy or deposit. I was told by support that that's no longer actually what guests are going to see and it's I can only collect deposit directly through hospitable. Is that actually the case? Yeah, so Virbo will not allow you to have integrated damage protection as a host. That is true. We have seen that if those options are still available, but we have confirmed with Virgo that it's not possible to use them when you're on the partner connection. What does happen though, and we've we've seen this as well, is Virgo will still offer, will still sell guests optional damage protection. So after they check out, they'll still have the option to purchase damage protection like they were before. But that just gives the guests protection, of course, in case you, you know, pursue them for damage, then they have some coverage there. does that make sense? Okay. It's no longer a requirement, but they can still purchase the same I believe it was the same generali policy. Pay that fifty nine dollars and for more for more peace of mind. Yeah, I'm not sure if it's exactly the same policy, but I know for sure that they get an option to purchase some something similar. Okay, cool. the other two things, I'm not sure if they're gonna be a available for you guys to be able to develop depending on Virgo's functionality, but two things that are on the Virbo connection that have been frustrating that I don't see have currently updated on on the new connection is both the re the review flow. So it looks like I can can post a public reply through hospital, but I can't review the guests automatically and I can't kill the review requests, which is something that I have Four usually going out, so I have to kill those on my own. I often forget and then guess or kind of annoyed up to the fact. So is it possible that's going to be something you're going to be able to integrate soon?
speaker-1: I think I'm gonna call on Marina if she can help answer on whether that's actually something that's possible.
speaker-0: I believe it's possible, but I'll look into it and get back to you. Okay. And just one other thing, follow on follow on from that is it's so surprising to me that Verbo once I once a Verbo reservation has started, the you're not able to at least I wasn't able to before, ex extend the reservation in the app like I do in Airbnb, just add on a day or two, have that price increase. It's you can't adjust it. And I don't know if that's going to be able to change. Previously I just had to block off a day on my calendar and add and send a special charge. But then that that money wouldn't show up in my accounting in inhospitable. And it would just create difficulty with the lock system and everything. So that's I don't know. That's very surprising and a big headache for when I do have guests who want to extend. But I do think now sorry, Abby. We're probably about to say the same thing. Go ahead, Marina. I was just gonna say that you can now do alterations through Hospitable. So you can guests can approve them as well. And then you can send them, they can approve extra
speaker-5: They can pay the
speaker-0: fee and everything can happen through Hospitable. Wow, Hallelujah. I that's it's crazy to me that that's that functionality wasn't there before through Virgo. So that's that's huge. I'm surprised that wasn't even mentioning the connection because that's a big it's a big deal. All right. I know I've taken a lot of time. Just one quick just one last thing on tasks. I just wanted to know whether you guys are gonna be building in a little bit more kind of at a glance view with similar to Breezeway which I'm happy to have finally gotten off of with the current way it's it's structured, it's really hard. I'm starting to use tasks and I expect to use tasks as much as I'm using both messaging and calendar. Right. So Currently I'm using on mobile or I'm on desktop. I'm both having to kind of hunt through the menu for that. And I can't really see at a glance between the way things are colored and you know, with a bunch of listings, managing, seeing what my day at a glance looks like, which ones are done, which ones are still in progress, which ones haven't been started. And nor can I set on notifications about if a job is hasn't been started yet and I have a guest checking in that day. So it's yeah, I'm hoping for more functionality there. I mean, I you guys have just launched the product, but I'm wondering what you guys are thinking about. proving that going forward.
speaker-1: No, no, that that that's very good feedback. Thank you so much. I kinda want to ask you to hold on, because there there are core features that you're talking about that we want to be talking about exactly. I think that's on the next annot. so so that's what we've been working towards. for for an update in particular to a dashboard because we think that's critical information so there's there's a lot of changes that's ongoing on some on some of you guys on the on the dashboard view that's because we are progressively rolling out a new vision for this dashboard to make it more operationally driven and tells you what you should be spending your time on. so that that's that that's very very important and interesting to us. So I
speaker-0: Absolutely.
speaker-1: Kind of don't want to kill the thunder of a team.
speaker-0: Okay, awesome. And the the the one core functionality with that, with the hot with a task for me at least would be automating with a with a with a logic set of sending when a when a when a cleaning is done, having a message sent to the guest that the cleaning is done. I don't offer upsells, but I do offer a lot of extra value with free early check-ins, which tend to happen quite often. And that's a huge pain point for having to do manually. So anyway, that's the last thing. Thank you so much.
speaker-1: Absolutely, absolutely get that. And I think the the other thing that we all find as well is the the the early check-in and late checkout, which are closely related with the availability schedule and the the cleaning tasks as well. so thank you very much. I I I kinda don't I'm not gonna make a promise on on this. I I know this is something that we should absolutely be doing. absolutely. so just to wrap up, just because that's one question that I I think was circuited a few times, but Lee's question was started with the damage protection insurance and security deposits. We know that you have a screen that's available on verbo that tells you that you have options. We also know that that screen doesn't have any effect whatsoever when you have software connected. So you believe you have something that is set up on your verbo account, but that's actually not true. The only setup that you the setup that you basically have to protecting your verbal reservations lives in your property management software. That's why we released the security deposits for verbal reservations. There is this other thing that is damage protection insurance, and we're very excited to be talking about that at another town hall because there is a lot of initiative that we want to have around insurance. but that's something that we're we're gonna be working on towards the the yeah the beginning of Q three and the beginning of end of Q three and beginning of Q four. so that's gonna be coming real soon actually. it's gonna take a few a few weeks to get sorted. Sorry, Miles, go ahead.
speaker-0: No worries at all. Thank you very much for the questions, Lee. okay, having Tobias on stage now. Hello, Tobias.
speaker-1: Hello Tobias, how can we help you? Today. I don't think we can hear you right now. You are unmuted, but I'm not sure if your microphone is plugged in.
speaker-0: We're probably gonna try the next person, Tobias. I'm gonna mute you briefly, but double check your microphone's set up and working, and then we'll try and come back to you after the next person. so yeah, invite an indigo on stage. Hello.
speaker-1: In the go. How can we help you today?
speaker-4: Hi, can you hear me?
speaker-1: Perfectly well, thank you.
speaker-4: Okay, thank you. Okay. We have just a a horrible situation here. Thanks. Hi. We we've been trying to get help through support, but they're a little backed up. So it it takes five, seven days, sometimes fourteen, before they respond back to questions. Cause it's a kind of a back and forth conversation, but we're needing faster resolution. Ha it's a problem between hospital and Aiden, I think. The pays are payouts. We have not received sever several payouts for almost I want to say six, seven months now and we we're just finding this. So what happened is we we had fraud in our business bank account at Wells Fargo and had to close some bank accounts. And then immediately we put in our new bank account into hospitable and and contacted support. They guided us a few months ago and said that no you know future payments would be gone into those going into those fraudulent bank accounts. And I even type the word closed in hospitable so y'all can see on your side too that we don't use those and everything should be set up in our default account. Well, now we're finding out that Hospitable has sent money back to Aiden or Aiden has sent money back to our guest and refunded them because they couldn't get money deposited into our new banking account, which s for some reason Hospitable wasn't Putting it into our new banking account instead. Hospital was putting it into the fraudulent bank account that had been closed for several months. So the little bit that we have gathered from you know one conversation in the chat with support was that you all have some process there that when reservations are done and they're in the future, you have no way to switch those payouts to our new bank accounts. So my money over a thousand dollars, this is over a thousand dollars, is trapped between
speaker-1: Yeah.
speaker-4: hospital and aid and now and we need them.
speaker-1: I I think I think Abby is gonna be able to provide you a great answer, but we're gonna we're gonna we're gonna give you the money, okay? There's no
speaker-0: No no.
speaker-1: freaking question about that. Okay. And and I think there are a few things that I've heard that like I think you could ride the my my non b my non verbal communication would be revealing. Abby, you want to to answer? Yeah.
speaker-0: I I'm just gonna say it's hard to know exactly what's what's going on here without taking a look at this, which I will for you. we we definitely have ways of moving upcoming payouts to new bank accounts once they're verified. So I'll I'll have a look. I'll pull your case specifically.
speaker-4: I have a new email I was sending in to a young lady who'd been helping. And I just put some concerns, you know, to say, hey, when pay hospital doesn't pay our money out or when we don't get our payouts as host, maybe there can be an SMS alert or email with a big subject that says, Hey, you don't have we're holding your payouts and emails. And the only way I found some of this was that I'm using AI to help me monitor my email messages from hospitable. So that's how I was able to find some of this. So, you know, I asked for it to be escalated. Maybe we can have some kind of alert when that thing doesn't happen.
speaker-0: Yep. Okay. I I I'll take a look if we have gaps in in communicating about failures. We'll definitely close them.
speaker-1: Normally we we do have plenty of I I do trust that we have some alerts whenever we there is a a payout that's is rejected. We do not want any host to not be paid the money, because the service, the the reservation has already occurred when when you guys get paid. and I know we already we have logic to retry. I also know that basically if the account is closed, we are n we stop payouts directly to that account. So there is no chance that basically once that payment once a payout is sent to a country closed, we we no longer have permission to be signing any funds there. and we definitely, definitely are not gonna be refunding guests for for money. We keep the money on a segregated segregated balance account that is in your name. And we went through a lot of effort to basically make sure that would be the case. So that money is yours, it just is not in your bank account and we are keeping the funds until we are while we're trying to obviously keep keeping it out. So Sorry, August Lee for the turbulence.
speaker-4: How do I send my email to Abby so she has
speaker-1: We we have yours. We we have yours. Your your indigo, ind indigo.
speaker-4: Another here that I just sent a moment ago to support again with more details.
speaker-1: I think we're gonna be considering we're dealing with money. Okay. Like there are there are some security rules. Okay. And we are also not gonna be sending emails to the entire planet. We're gonna send to the one email that is associated with your hospitable account. And that's is is gonna be a line. Okay. That's you can understand that we we not obviously there. so thank you very much for for that, Nigo. We're gonna get it sorted for you. Thank you, ID, for The in incoming investigation.
speaker-0: Thank you. Okay, we're gonna try Tobias again. let's see if we figure out the microphone situation. Tobias, invite you on stage one more time. Let us know if you're able to ask.
speaker-1: Yeah. This time you are muted, so you need to unmute yourself. Which I don't see.
speaker-0: No, okay. Maybe an accidental hand raise, I think. so we're gonna go ahead and move on, I think. okay. Renu inviting you on stage. It's a guess of your name. Apologies if I've got that wrong. please go ahead, unmute and ask us your question.
speaker-1: Hello Renu, how can we help you today? You are muted, we cannot hear you right now. Okay, I think we're gonna give you some time to verify your setup.
speaker-3: you
speaker-0: So bias says that we can try.
speaker-1: Hold on, try me again. Tobias, gonna
speaker-0: Chance.
speaker-1: work. Yes. So at least we know there is someone on the other side, but we still don't hear you, Tobias, unfortunately. Yes,
speaker-5: Yeah.
speaker-4: Yes.
speaker-1: it can go three times. It can go three times. This is this is basically what we look forward to. This is what we look forward to understanding also. First it cr it verifies that you're not a bad actor. second it basically makes sure that there is a a little bit of enthusiasm to to hearing your voice. So Tobias, how can we help you today?
speaker-5: Hey, hey hi everyone. So I became a Airbnb host about you know two, three months ago and then I became a super host in the span of two months, right? So my overall start and rating is of four point nine four stars and I have eighteen reviews. So my issue that
speaker-0: Because
speaker-5: so my booking suddenly like tanked starting August and everything. So from from now towards the end of the year. So, you know, maybe it could have been done because of the FIFA that was up in the Lenham, but I just wanna know from seasonal hosts what can I do and improve so I get more bookings for the rest of the quarter.
speaker-1: I I think that's a fantastic question, Tobias. I think you you're up for quite a ride to basically go through your first year and understand a bit the local demand in your markets. I think you started at a fantastic time. but then I think reality may be stepping in. So I think there is a great opportunity and basically directing you to the our community platform, to community.hospitable.com, where I think you can join with other hosts that are actually I think Miles, we probably have a group from Georgia. So yeah, I'm sure because it's one of the anywhere. If we had an HQ headquarters, it would be in Atlanta. but so probably asking questions about host and what they see themselves in terms of seasonality and what they are they are doing. I think there are without knowing your setup, there are basically a few a few things that basically I can throw at you, but there's really something about midnight stays, there's really something about last minute discounts, and basically maybe adjusting your base price using dynamic pricing if you've not done so already. and so many tips that actually Brian, our customer success manager lead, can actually run you through. Right, Brian?
speaker-5: Yeah, it's for sure. Tobias, I actually put a link in the chat to schedule a meeting with our team. Again, like I said, we're all we're all hosts or property managers, so we've been where you are and been in some some seasonal dips or just kind of times where things are slower than we'd like. And we could probably figure out a couple of different things to change in your account to help you get through it. So book a call through the link in our in the chat and we'd be happy to help. Appreciate it, man. Yeah.
speaker-0: Right. Thank you very much for asking the question. And hopefully we can help you out there. okay, so we're gonna give Renu one more opportunity as well. So invite you on stage, final chance, or we attempt someone else gonna need to you to try and unmute. There should be a microphone button near the bottom of your screen. Don't think it's happening today. I think
speaker-1: It's happening.
speaker-0: we're gonna have to move on. Please go ahead. Use the written QA functionality. You should be able to see that at the bottom of your screen. and ask us the question and then we'll try to get back to you. so next up, Kathy inviting you on stage. Hello, Kathy. Hello, how are you guys? I'm from Texas.
speaker-1: Fantastic. Nice to meet you.
speaker-0: I'm V.
speaker-1: Go ahead, tell me, what how can we help you today?
speaker-0: at the end of this last month, I'm running my metrics because I co-host several properties and my metrics are wrong. Like my payouts from Airbnb are incorrect. I will say I had a a payment that I didn't get, which there wasn't a reservation for, and it turned out to be like some of it had been reimbursed because we had a tropical storm hit and we had to give some money back to some be people, but it didn't re Hospitables tracking on the finances never showed that money was actually not it was like that's what the money should have been if we didn't give money back from Airbnb. But because we had to give money back, it didn't show that in the metrics. So my metrics are all wrong. So that's one of my questions, and I have another one if you'd like to respond to that first, or I'll give you the other one now.
speaker-1: We can we can get the f the the this one sorted. Emily, you have some impression on the resolution center?
speaker-2: So so Kathy, I need to look into your out
speaker-5: Yeah, okay.
speaker-2: and see if this is the case, but we did have an issue that affected a couple of reservations.
speaker-0: about two weeks that changed.
speaker-2: ago where the way that Airbnb sent adjustments to us actually changed and we were doing them
speaker-5: Counting.
speaker-2: twice. That has been fixed and historically, but maybe maybe you had some reservations squeak through we can look at it and update that that
speaker-0: We did fix them historically that squeeze we can take a look at update if that
speaker-2: is the case. So I will find your account and I will look into that for you.
speaker-0: And and reach out to you directly. Okay, perfect. I would appreciate that. And that's another thing is I did try to reach out through support and support is so backed up. And sometimes these things are more urgent. I mean, I know you have a a plan where you can go in and pay and get quick notices, but you know, when you're working with owners and they're wanting their money at the end of the month, I don't have time sometimes to wait. a long time for a response to figure out what where my money is and what what's incorrect. I spent hours and hours on these problems. So if you can look into how quickly we could get a response on something that is more important like money. Money's important. So the other question I have is some of the things have been wrong where I go into fees on hospitable and I can adjust the fees for things like pet fees and and up not up sales but pet fees and I have I put a management fee in there which is where I get where I pay for an extra insurance policy and housekeeping fees. Sometimes when they come out like one and I made the video of this when I sent to to customer service, but one time it will show and pay me for a housekeeping fee. The next time it on Airbnb it will not pay for the housekeeping fee and the and nothing has changed. It's like the Fees just change automatically. One time it works, one time it doesn't work. And so I will go through the metrics and I don't know that till the end of the month and find out that three of my bookings never paid home paid my extra fees, which it one of them should be get over two hundred dollars for housekeeping fee. And I didn't get paid for that. So that has to come out of my overflow I mean, you know, come out of my pocket. It's because it was never charged. So I don't know what's happening. I don't see that on the RBO and Booking.com. I am seeing that on Airbnb. And I checked and there's nothing on Airbnb that changes it. It's all the fees. And I called Airbnb, by the way. I can't call hospitable, but I called them and they said, no, that's all done on your guys' system. When I go in, it is activated and it one one will have it, one will not have it. I think that might be we need to look into. The f the first hunch I have maybe it could be short stay cleaning Airbnb have to set two. So maybe
speaker-2: was maybe could be a different short fee has an option like a standard cleaning
speaker-0: it's like a cheaper short stay. so I don't know if that big had that.
speaker-5: So we can look
speaker-2: at that but but yeah I I off the top of my head without digging in so I will add to my list too when I reach out we can address it together.
speaker-0: Okay. Thank you, Emily. Okay. And thank you, Cathy, for the questions.
speaker-1: Thank you both.
speaker-0: okay Emily, hello, welcome back.
speaker-1: Emily. Welcome back, Emily. How can we help you today? You can unmute yourself. You're muted, Emily.
speaker-0: Hello, can you hear me?
speaker-1: Perfectly. Okay, today.
speaker-0: But so my issue is that I am trying to create a new listening on VRBO through hospitable after being in a and
speaker-5: Great.
speaker-4: Yeah.
speaker-0: it is not allow or on VRBO, and it's not allowing me until I have three reviews on Airbnb.
speaker-1: Yeah, I I think
speaker-5: Directly create.
speaker-1: Any I I think Marina and Noran have been investigating the the issue. I think you posted on community. And so that's the best way to raise attention, by the way, to everybody. there are some other social media group where we don't have a lot of team members. so Emily did that to the community directly and I think my our our team was investigating into that. Marina, you remember what it was all about? What happened? What is going on?
speaker-2: Yes, so
speaker-0: So we looked into it. It was nothing related to needing to have an Airbnb. You can create a verbal listing without having an Airbnb listing. It's just that you're onboarding. We needed to escalate to verbal. I remember when you were onboarding. And it didn't fully complete afterwards. So we just fixed it. You're now fully onboarded to verbal. And I think it should be there on your account. We just need to double check. If not, I'll follow up with you. In the community. Okay. Sounds great. Thank you.
speaker-1: And if if I may say there has been a few things in the past like that that are blocking some action on the onboarding because Verbo is also developing their and adding new new restrictions on account, but they're actually there's other things that we can ignore and bypass. So there were there were some actions like that in the in the ver in the past few weeks where basically that artificially restricted our ability to do things on on on on your guys' accounts, including creating listings. So we did the additional development quite quickly to basically be able to recover. but but thank you Emily for for flagging that and hopefully and Oconwood everything is fine. I think you you yeah, you received some your initial response was about some measures that we are taking to avoid fraud, because we have to make sure we are not creating listings that are fraudulent. So that's something that also we need to always improve and adjust, but that's that's not obviously what impacted you on this case, Emily. We don't believe you're involved in fraud at all. And we we should absolutely help you create your listings. Okay. Thank you. Thank you, Emily. And thank you, Marina, for on your answer. Okay. I think we're at fifty-five, so I think we can go to two more questions. two questions or two people. So
speaker-0: Let's see let's see what Eric has for.
speaker-1: let's see what Eric has. Hello Eric, how can we help you today?
speaker-5: Hey, how's it going guys? Thank you for having the QA. Can you guys hear me?
speaker-1: Perfectly well, or can we help you?
speaker-5: Awesome. I I was just wondering here, when the websites improvements are coming, 'cause something that I really a lot
speaker-1: You know, I get asked a lot.
speaker-5: and also when you're advertising you wanna make sure people can go to a centralized website, especially if wanna get direct bookings. So that's one of the one of the questions. I have some other issues that I wanna maybe bring up, but this is
speaker-0: One of Yeah, I I it's it's making better direct booking websites is something that we want to do, have wanted to do for a while and still plan to do this year. so I I can't give you an exact date right now, but it is something that is on our roadmap and and we hear you. we we also are are trying to think of ways that we can do it like the right way. we don't want to just build another website builder. We also know there's a lot of AI tools out there now. So we're kind of thinking of of how we want to approach the best way to give you nice looking direct booking websites. So coming soon.
speaker-1: And and to add to that, Abby's team is responsible for everything that is payments related. so we want to make sure those issues are very confidently addressed. There is a lot of taxes conversation that are also happening on Abyss Team. So those are loud, screaming issues and we want to make sure we have absolute confidence before we start going into another project like direct booking website. But I see a wild Direc appears, VP of insurance, but maybe you want to share some something else on direct booking websites, do you?
speaker-0: He he appears. Yeah, Eric, if you don't mind, I'll throw my email in the chat and email me. I just want to mention, because there have been several comments about websites and making them look better, and we will do that. Abby has mentioned that. We actually took a look r when we have been doing this over the last year and a half. Our top direct booking customers often have the ugliest websites. they have a strategy for getting direct bookings, and so we have assembled a playbook. For getting direct bookings, capturing email addresses, finding a local direct booking strategy, putting up in-unit QR codes to get people to book before you leave. So if you're interested in this, you can email me. Yes, you need a professional looking website, but the highest volume direct booking customers have a strategy, and that's what's driving direct bookings, not a pretty website. So we're happy to share what we've learned from other hosts. Just email me and I'll post my email in the chat.
speaker-1: Yeah, thank you. Usually
speaker-5: What I see some people going into the website, they find it through Google or whatever is advertised and then they don't complete it. And I was wondering like why does this thing get completed? I can see it on my stripe showing up, like people not finishing the payments. And I don't know why. Also, it's hard for them to kind of reach out and and message, right? And like put
speaker-1: So that's a
speaker-5: my WhatsApp over there. But ideally, you know, since you guys have a messaging system, they should be able to message
speaker-1: Quickly message.
speaker-5: and potentially for them it's in the same website. as opposed to going to the email, which they might not know you're replying to them in email.
speaker-1: Yeah, which which is one other thing that we definitely want to improve for speedable sites is really the ability to have an inquiry and to basically be asking questions before there is a there is an online booking to happen. There is also plenty of opportunities to do that, you know. I we as we as a company would do it in twenty twenty six, not as a company would do that basically the same way in twenty nineteen, creating some work. So that's the those those are all discussions. the the tension really is about roadmap, not about envy. yeah. Is something that we have we've been talking about for a long time. There's a lot of proof of concept that we've done internally as well for improving the direct booking website to have it be relatable. But to be clear, the expoint is bloody right. I think the number one direct booking host on hospitable has secured the first million in direct bookings on the vanilla template, the one that actually we retired, that was all branded on hospitable colors. and basically they change their website much later. And I would recommend to take that approach much, much, much sooner. like the the best website you can have is the one that's online. after that, when you when you secure more direct bookings, you can invest into your your online presence, which now basically means getting a cloud code website or getting a vibe coding app that's integrating with their widgets. but but yeah, I think that's that's where we want to go. So yeah, you can send an email so that's to the I want to say to the people in the chat that are watching us live, it's super easy. You can send an email to direct.jones at hospitable.com and he will share with you the link for the playbook of hospitable to be increasing direct bookings. So direct.jones at hospitable.com. Okay. We're at time. We're at time. Thank you. Thank you so very much for spending this this summer w with us. we're having miscellaneous product updates and gener and some some great ones nonetheless. There's a lot of work that's happening behind the scenes for the next release and next releases, but our priority is during that time when there is a lot of volume, a lot of reservation, that's we want to have obviously a great stability for our entire frontal product and two more of our features. next time we're gonna have something more of a launch of something new. so that as I hinted, we are gonna be talking about a dashboard, which is not exactly was not exactly a particularly a creative feature, a particularly intra attractive feature for for you guys. And we wanted to think a bit more about how we can surface issues both in relation with your software implementation. just as much as opportunities and operational things that you need to be working on. So obviously something a bit more relatable to host than just a list of reservations. So I hope you I can see you there in two weeks' time. See you and have a great rest of your day. Bye bye.
