Next Town Hall: Metrics

Recording:

Find the full recap prepped by ​@Alan Sincich here:

And if you’re curious, feel free to read through the selection of questions and answers from the Town Hall.

Direct Premium, Payments and Chargebacks

Q: We use Direct Premium and like the benefits. However, we would like the option to have guests pay the full cost of Direct services (for example payment processing and protection), rather than absorbing those costs ourselves. Is that possible?
A: The answer clarified that Direct Premium includes payment processing and chargeback protection on every Direct Premium reservation. Rather than providing a dedicated “pass-through fee” line item to push all costs directly onto guests, hosts are expected to incorporate these costs into their pricing strategy. The emphasis was on pricing configuration rather than a separate automatic surcharge tool.

Q: Can we discuss how to address chargebacks, especially now that Airbnb has changed its policy affecting short-term rental hosts?
A: The team explained that they had looked into the policy change and saw communication indicating that some banks may still allow chargebacks even when the reason is a “bad experience” during a stay, not only clear fraud. They did not present a definitive policy fix, but invited the host to share what their main concern or real-world scenario is, to better understand how to help and where Direct protections can or cannot apply.

Q: We are using the Hospitable rental agreement template to help protect ourselves, for example from credit card fraud or mis-selling/misrepresentation. How strong is this agreement, and how much protection does it really provide?
A: The answer clarified that Hospitable provides a rental agreement template as a convenience and starting point, but not as legal advice. Hosts are free to modify the agreement text with whatever language they consider appropriate to protect themselves. It implicitly suggests that hosts should consider tailoring the agreement (and, if needed, seeking legal guidance) to ensure it aligns with their local laws and risk tolerance.

Vrbo and Channel Integrations

Q: When will the full Vrbo integration happen? We are close to year-end.
A: Work on the full Vrbo integration is ongoing. It is described as “a two-way street,” where certain stages require Vrbo’s review and approval. There is clear intent to complete it as soon as possible, but no firm public date was given.

Q: Is there a plan to include Agoda more fully in the PMS management component?
A: There is no active development on deeper Agoda features at this time. The focus is on strengthening and stabilising core integrations (such as Vrbo) before devoting significant resources to additional channels. Broader support may be considered later, once current priorities are delivered and adoption justifies it.

Q: Is the Booking.com integration currently working? I have tried several times without success and I am wondering if it is a general issue.
A: The team is aware that Booking.com integration has been failing for some hosts. They are working to better handle missing information and edge cases, and to make the integration more reliable for all affected accounts.

Metrics and Reporting

Q: Will the new Metrics be available to all users, including legacy users?
A: The new Metrics dashboards are available on the Host, Pro, and Mogul plans. Access for legacy plans is limited; some legacy users may need to upgrade to newer plans to see the new dashboards.

Q: Why don’t I see the new Metrics in my account?
A: If Metrics are not visible, it is likely due to plan type. The new Metrics experience is tied to the newer plan structure (Host, Pro, Mogul). Legacy plans may still be using older reporting interfaces.

Q: Can you export dashboards to share with owners, or provide owner access so they can monitor performance?
A: Export functionality for dashboards has not been built yet. Owners can be given access to view information inside Hospitable in some cases, but there is currently no dedicated “export dashboard” feature designed specifically for sharing with owners.

Q: Do the Metrics dashboards show taxable proceeds (i.e. after fees), or just gross amounts?
A: The current implementation does not yet fully cover all tax- and discount-related nuances. The team acknowledged that improvements to how discounts and fee structures appear in reporting are on the roadmap, and that more granular tax reporting is an area they want to enhance over time.

Q: Are the Metrics dashboard updates (allocations, new views) live now, or are they part of a future release?
A: The new Metrics dashboards are live for Host, Pro, and Mogul plans and are being rolled out progressively. Future enhancements are planned, but the core new experience is already available on those plans.

Dynamic Pricing

Q: Does Hospitable’s dynamic pricing now have enough features to replace tools like PriceLabs?
A: It depends on what each host is looking for. Hospitable’s dynamic pricing has gained more controls and configuration options, but whether it is a complete replacement for a specialised tool depends on the host’s specific needs and level of complexity. The suggestion was to experiment with the built-in features, adjust settings to match goals, and then decide whether an external tool is still needed.

Automation and Messaging

Q: Is there a way to manually send an upsell (for example, early check-in) to a guest using Direct without incurring Airbnb’s commission on a separate platform?
A: At the moment, it is not possible to cleanly sell certain upsells (like early check-in) as standalone paid add-ons directly through the existing Direct Premium flow. There are technical constraints designed to protect against chargebacks. The team mentioned that they would like to remove some of these blocks in the future to make such upsells possible.

Q: I want to send an automatic check-in message for same-day bookings and avoid having to manually block the calendar. What is the recommended solution?
A: This can be handled by configuring automations specifically for same-day or last-minute bookings. The team pointed to existing tutorials that show how to adapt booking confirmation and check-in messages for last-minute reservations, so hosts do not need to rely on manual calendar management.

Q: Can I add an option for sofa bed setup (e.g., sofa versus queen bed) as a preference, so guests can select it and cleaners are automatically informed?
A: There is no straightforward way to fully automate this preference today. The team could not suggest a perfect automation flow and recommended treating this as a feature request so the product team can evaluate supporting this type of guest preference more directly.

Help, Tax Remittance and Programs

Q: Will tax remittance for Direct Premium be expanded to cover locations like Fredericksburg County, Texas?
A: The team is working to expand tax remittance coverage for Direct Premium over time. There is no confirmed date for specific new locations yet, but they will keep users updated as more jurisdictions are added.

Q: Can someone post the link to schedule a consultation or initial setup call?
A: Setup and orientation calls can be booked directly from within Hospitable by going to the Help section and selecting the appropriate option (such as Rapid Refresh or Orientation).