OOP Hosteeva

OOP Hosteeva

SOP NAME

OOP on Hosteeva channel

Effective since: DATE 06/18/2024

Modified on: June 18, 2024

SOP CODE

OPS 01 

SOP owner department: Onboarding

Scope

The Out of Program (OOP) Standard Operating Procedure (SOP) is a guide for efficiently deactivating and removing a property from booking channels when it is no longer managed by Hosteeva. 

Purpose of Document

This SOP ensures proper notification of relevant departments, provides a clear timeline for deactivation, and covers the entire process from initial assessment to final post-deactivation steps, minimizing risks and maintaining accurate records.

Steps to follow 

1. Reason Check: Determine the reason for property deactivation from the responsible party.

2. Date Assessment: Review the OOP date and decide if Immediate OOP or Scheduling OOP is necessary.

3. Notifications (Usually, it is done by Trello automation, but if for some reason the automation doesn't work, please inform them via WhatsApp chat. Example below):

4. Notify the Customer Support (CS) department about the listing going OOP.

"Hello Team, {Property Name ID} is Going OOP from {Date}. Please take care of any existing future reservations and let me know when it's ready to be deactivated." 

If you have a note that we are keeping all future reservations no need to include the CS team. 

CS Team will:

1. Get the list of all existing future reservation

2. Try to relocate to similar other properties

3. Cancel all the reservations If relocation isn't an option

4. notify the Onboarding team (within 8 days) which channels can be deactivated and, if for some reason, OB should wait

5. Provide the exact date when Onboarding can deactivate the listing from each channel

1.  Notify the Tax team about OOP. 

"Hello Team, {Property Name ID} is Going OOP from {Date}."

Tax Team will:

1. Deletes the property from the insurance list. 

2. Cancel Avalara subscription for  Managed and Hosted properties.

3. Check the Airbnb account to see whether we have received all the payouts for the listing.

1. Notify the Accounting team about OOP.

"Hello Christine, {Property Name ID} is Going OOP from {Date}. Please let me know when I can remove the listings from channels and from the Timeline."

Accounting Team will:

1. Check Hosteeva Timeline for all Completed reservations for the current month and specify the date for the last payout (only after the last payout date the property can be removed from the Timeline)

2. Check the Issues tab to verify if we have any uncharged expenses for the property (OOP status does not allow to include any expenses in the statement, as expenses are usually linked to properties)

3. Check Booking.com for any unpaid invoices and active reservations (Active reservations will be billed to us only on the 19th of the following month), and provide a date to OOP on Booking.com

4. Check Expedia for any unpaid invoices and active reservations (Active reservations will be billed to us only on the 6th of the following month), and provide a date to OOP on Expedia.

OOP Procedures - Immediate vs Scheduling

1. Immediate OOP: Block the calendars right away so we don’t accept any future reservations. Usually OOP date for these cases is the day you get the ticket, or the OOP date has already passed.

1. Block calendars on the Timeline.

2. Change property status to "OOP" on the Property Update page.

3. Select the reason from the dropdown list or choose "not specified" and leave a comment in the "Out of Program Comment" box. Save changes.

1. Check the timeline for the appearance of the OOP sign (red "O" letter).

1. Start the deactivation process on channels after changing the status to OOP.

2. Ensure all reservations are moved or checked out before removing the listing from channels.

1. Scheduled OOP: The date for OOP is in the future, and you will need to schedule it.

1. Navigate to the admin portal and open OOP settings.

2. Choose "Create OOP Schedule rule" under the Operations tab.

1. Select the Property, Reason, choose OOP date, and leave a comment if necessary.

1. Check the timeline and calendar for the appearance of the red "O" letter and blocked dates starting on the date you scheduled the OOP—not earlier.

2. Start the deactivation process on channels on the scheduled OOP date. 

3. Keep in mind the OOP date provided by the Accounting team.

1. Continue the deactivation on OTAs

Post-Deactivation Steps:

1. Confirm with the Accounting team before removing the listing from the Timeline.

2. Remove listing from Timeline once confirmed.

3. Unconfirm the listing in the admin portal at the beginning of the following year after Accounting has provided 1099 forms to the owners.

4. Archive the listing and the owner if there are no existing listings.