Hosteeva Property Management System – Complete Operational Guide

This comprehensive guide covers all operational functionalities, tools, and best practices for using the Hosteeva Property Management System. It is structured to support new team members, helpdesk agents, property managers, and administrative users in navigating daily tasks, guest relations, and platform integrations.

Property Management

Property Overview

• Property ID / Name

• Amenities: Add or edit listed features.

• Overview/Details: View essential information and property descriptions.

• Sketch View: Visual layout and timeline representation.

• Owner Contact Info: Name, phone, and email details.

• Discounts: Apply promotions or special rates.

Timeline & Reservations

Timeline Features

• Search by Name, ID

• Use filters: Location, Date, and More

• Actions from the timeline:

  • Write Text/Email

  • Create a Trello Task

  • Create or Modify Reservations (dates, rates, discounts)

  • Relocation: Check options, leave comments

  • Change Availability or Housekeeping Status

Admin Portal

Functional Tabs & Features

• Filter Options

• Message Log

• Banned List:

  • Unblock, update, and delete users

  • Reservation restrictions for banned guests

• User Management:

  • Unblock users, reset passwords

  • Permissions and actions by user role

Reservation Dialog

Content & Payments

• Payment Info: View details, make a payment

• Price Breakdown: Understand or alter components

• Credit Card Requests & Checks

• Channel Checks

• Send/View: Confirmation emails, instructions, access codes

Communication & Comments

• History Log

• Marking a Challenge

• Phone Number Management: Add/delete, set default

• "Pets in the Unit", Early Check-In Symbols

• Posting Comments:

  • “External” vs “Add to all reservations”

• Reminders:

  • How and when to set

  • Best practices for no-show reminders

Reservation Status & Actions

• Definitions of statuses by:

  • Condition

  • Channel (Airbnb, FlipKey, etc.)

• Copy Reservation Info: ID, guest details

• Reservation Actions: Save, relocate, extend, create issues or work orders

Scans & Guest Verification

• Request Types

• Verification Status: Date and verifier info

• View/Upload Scans

• “ID Scan Not Needed” option

• Document Metadata: Upload date/location

• ID Checklist

• Guest Messaging

Access Control – Smart Locks

Kaba Locks

• Find property in the Kaba list

• Alter or generate codes (2*, 6-digit, one-shot, owner codes)

August Locks

• Status checks

• Remote unlock

• Code requests via chat

• Backup procedures for guest access

Payment Credits & Travel Vouchers

• Definition and Use Cases

• Admin Portal Tab:

  • Filter, search, and create vouchers

• Redemption Process: Guest steps and host tracking

• Update/Check Voucher Balances

Stripe Integration

• Search by name, email, last 4 digits, amount

• View and send receipts

• Check payment details and transaction history

Zendesk Ticketing System

• Tabs & Ticket Status: Solved, new, pending, open

• Search: Ticket number, res ID, content

• Notes & Replies: Public vs internal

Channel-Specific Processes

Booking.com

• Reservation details, cancellation policy, payment rules

• Mark CC as invalid

• Cancel/no-show directly in the channel interface

Expedia Group

• Includes Expedia, Hotels.com, Travelocity, Orbitz

• Channel-specific rules and tools

• Virtual card processing (timing, method)

Airbnb

• Guest communication tools: Message, send/request money, inquiry handling

• Reservation changes: Special offers, pre-approvals, extensions

• Host/guest payment and cancellation policies

VRBO

• Policies for payment and cancellation

• Inquiry management

• Understanding VRBO service fees

Handling Local Guests

• Red Flags

• Coordination with Local Managers

• Cancellation procedures for:

  • Airbnb

  • Booking.com

  • Expedia

  • VRBO

  • Hosteeva.com

Hosteeva Overview

• Company Location & Services

• Types of Stays & Tax Implications

• Departmental Structure and who to contact for what