Because every property is different, the exact scope and price of onboarding may vary depending on the number of units, connected channels, existing data, and complexity of the requested configuration. We will provide pricing separately before work begins.
What onboarding may include
Depending on the setup agreed upon for your property, onboarding assistance may include:
- Configuring basic property and account settings.
- Adding or reviewing room and unit types.
- Assisting with rates, seasons, taxes, fees, deposits, cancellation policies, and other principal booking settings.
- Configuring the ReservationKey booking engine using available themes and settings.
- Assisting with room and rate-plan mappings through the channel manager.
- Connecting supported channels such as Booking.com, Airbnb, or Expedia.
- Reviewing the initial flow of rates, availability, reservations, modifications, and cancellations through connected channels.
- Providing an initial training or review session.
- Answering questions related to the agreed initial setup.
- Identifying steps that must be completed by the property or within a third-party service.
The particular items included depend on the scope discussed before onboarding begins. Not every item listed above is necessarily included in every onboarding project.
What onboarding does not include
Onboarding is an initial setup and training service. It is not an unlimited configuration, consulting, testing, or ongoing account-management service.
Unless specifically agreed upon, onboarding does not include:
- Ongoing management of rates, availability, restrictions, reservations, or channel accounts.
- Unlimited configuration changes or repeated revisions.
- Extensive data entry or ongoing maintenance of property information.
- Custom programming, custom integrations, or development of new features.
- Website design or development beyond assisting with the available ReservationKey booking-page options and integration instructions.
- Configuration of every possible rate, restriction, promotion, policy, or channel-specific variation.
- Ongoing monitoring of third-party channels after the initial setup.
- Work required because a third-party service changes its features, requirements, or behavior.
- A guarantee that every ReservationKey feature or setting will be supported by every connected channel.
Additional configuration, training, consulting, data entry, or other work outside the agreed onboarding scope may require a separate quote.
Confirming that ReservationKey meets your needs
Every property has different operating requirements. Before purchasing onboarding or investing significant time in setup, please use your trial account to confirm that ReservationKey supports the features and workflows that are important to your business.
If you have a specific requirement that is essential to your decision, please ask us about it before onboarding begins. This may include an unusual rate structure, restriction, tax, deposit policy, report, payment workflow, booking-page requirement, or third-party integration.
We are happy to answer questions about requirements you identify. However, we cannot independently anticipate every operational need of your property. Onboarding helps configure the functionality currently available in ReservationKey; it does not guarantee that the system will support every current or future business requirement.
Purchasing onboarding does not guarantee support for every desired workflow, rate structure, restriction, report, integration, or third-party feature.
Channel-manager and third-party limitations
Booking.com, Airbnb, Expedia, Google, payment processors, and other connected services are separate systems with their own features, requirements, and limitations.
Rates, restrictions, policies, and other settings available in ReservationKey may not always map identically to every connected channel. A channel may support only certain combinations of rate plans and restrictions, or it may require settings to be structured differently. Some settings may need to be reviewed or managed within the applicable third-party account.
We will assist with the available connections and help explain known limitations, but we cannot guarantee that every ReservationKey configuration will be accepted or displayed identically by every third-party service. We also cannot control changes, outages, errors, approval delays, or other behavior originating from those services.
Testing and client review
As part of the agreed onboarding process, we may test the principal settings and connections configured during onboarding. Testing is intended to confirm that the initial configuration and primary workflows appear to be functioning at the time they are reviewed.
Testing cannot cover every possible combination of dates, units, rates, restrictions, discounts, channels, booking conditions, or future changes. It is not a guarantee that every possible booking scenario has been tested or that third-party services will always behave as expected.
Before accepting live reservations, the property is responsible for reviewing and approving its:
- Units and availability.
- Rates and seasonal pricing.
- Minimum- and maximum-stay restrictions.
- Taxes, fees, deposits, and payment settings.
- Cancellation and booking policies.
- Channel mappings and channel-specific rate plans.
- Booking pages and public-facing property information.
- Confirmation messages and other guest communications.
Please report any questions or discrepancies you identify so we can help determine the appropriate next step.
When onboarding is complete
Onboarding is considered complete after the agreed initial setup, assistance, and review have been provided and the account is ready for the property’s final review or live use.
Beginning to accept live reservations may also indicate that the initial onboarding phase has concluded. Onboarding does not remain open indefinitely because later questions, new preferences, channel limitations, or additional configuration needs arise.
Completion of onboarding does not end your access to ReservationKey support.
Support after onboarding
We remain available to help with specific questions and technical issues through our normal support process. We can assist with determining whether an issue is related to ReservationKey, the channel manager, a third-party channel, or the account’s configuration.
Normal support includes explaining features, helping troubleshoot specific problems, and providing guidance on available settings. It does not include ongoing account management, repeated hands-on reconfiguration, extensive data entry, or unlimited consulting and training.
If a request falls outside normal support, we will explain the available options and let you know if additional paid assistance is appropriate.
Before proceeding
By requesting onboarding, you acknowledge that:
- You have had an opportunity to evaluate ReservationKey and ask about features essential to your property.
- Onboarding assists with configuring the functionality currently available in ReservationKey.
- Not every setting or workflow is supported identically by every third-party channel.
- You are responsible for reviewing and approving your rates, restrictions, availability, policies, mappings, and public booking pages before relying on them for live reservations.
- Onboarding has a reasonable and finite scope, while normal technical support continues after onboarding is complete.
If you have any questions about what will be included for your property, please ask us before onboarding begins.