Peapod User Manual - Host Guide Appendix

Version: v0.19.0 Last Updated: December 17, 2025 Platform: iOS (iPhone, iPad)

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Table of Contents

• Appendix A: Smart Pricing Details
• Appendix B: Co-Hosting Advanced Topics
• Appendix C: Badge Details
• Appendix D: AI Listing Optimizer
• Appendix E: Smart Assignment Algorithm
• Appendix F: Troubleshooting
• Appendix G: Best Practices
• Appendix H: Auto-Reschedule Details
• Appendix I: Message Templates Reference
• Appendix J: Host Fees & Tier Program
• Appendix K: Cancellation & Refund Policy

Appendix A: Smart Pricing Details

This appendix contains detailed revenue examples, discount strategies, and business impact analysis for Smart Pricing features.

Duration-Based Discounts (Weekly & Monthly)

Automatically reduce nightly rate for longer stays. Guests see the discounted total price, encouraging extended bookings.

Discount Types: 1. Weekly Discount (7-27 nights) - Percentage off base price - Range: 5% - 50% - Recommended: 10-20% - Example: $100/night → $90/night for 7+ nights = $630 for week (vs $700)

2. Monthly Discount (28+ nights)
   • Percentage off base price
   • Range: 10% - 60%
   • Recommended: 20-30%
   • Example: $100/night → $75/night for 28+ nights = $2,100 for month (vs $2,800)

Last-Minute Deals Deep Dive

Special discounts for same-day bookings (“tonight”) to fill empty rooms that would otherwise earn $0. Only visible to high-tier guests (Platinum/Diamond) as a loyalty perk.

Key Features: - Tonight only: Booking must be for current date - Exclusive: Only Platinum/Diamond tier guests see the deal - Host-controlled: You set discount percentage - Auto-expires: At midnight (deal ends, room goes back to regular price) - Optional: Turn on/off per listing

Eligibility Requirements: - Guest tier: Platinum (10+ bookings) or Diamond (25+ bookings) - Booking timing: Same day (check-in today) - Listing availability: Must be available tonight - Host setting: Last-minute deals enabled for this listing

Discount Stacking Rules (Important!)

The Golden Rule: Only the best single discount applies. Discounts do NOT stack.

Why No Stacking?

Prevents over-discounting that hurts revenue. Without this rule: - 20% monthly discount + 30% last-minute deal = 50% off (too much!) - Host loses money vs leaving room empty

Example Scenarios:

Scenario A: 30-night stay + Last-minute deal active - Base price: $100/night - Monthly discount: 25% off → $75/night - Last-minute deal: 40% off → $60/night (BUT not eligible - booking is 30 nights, not tonight) - Applied: Monthly discount ($75/night) ✅

Scenario B: 7-night stay + Last-minute deal active (check-in tonight) - Base price: $100/night - Weekly discount: 15% off → $85/night - Last-minute deal: 30% off → $70/night (eligible!) - Applied: Last-minute deal ($70/night) (better than 15% weekly)

Scenario C: 10-night stay (no last-minute deal) - Base price: $100/night - Weekly discount: 15% off → $85/night - Monthly discount: 25% off → (not eligible, <28 nights) - Applied: Weekly discount ($85/night) ✅

How System Decides:

The system calculates all eligible discounts for a booking and automatically applies the best one (lowest price). Here’s how it works:

1. Start with base price (no discount)
2. Check if weekly discount applies (7+ nights and feature enabled)
3. Check if monthly discount applies (28+ nights and feature enabled)
4. Check if last-minute deal applies (tonight check-in, Platinum/Diamond guest, feature enabled)
5. Compare all eligible prices and choose the lowest one for the guest

Revenue Impact Examples

Example 1: Beach House - Before Smart Pricing - Base price: $200/night - Average booking: 3 nights - Occupancy: 60% (18 days/month) - Revenue: 18 × $200 = $3,600/month

Example 1: Beach House - After Smart Pricing - Base price: $200/night - Weekly discount: 15% → $170/night for 7+ nights - Monthly discount: 25% → $150/night for 28+ nights - Bookings shift: - 10 nights short stays (3 nights each): 10 × $200 = $2,000 - 2 week-long stays (7 nights each): 14 × $170 = $2,380 - 1 last-minute tonight: 1 × $140 (30% off) = $140 - Occupancy: 83% (25 days/month) ← Increased due to discounts - Revenue: $2,000 + $2,380 + $140 = $4,520/month +26% revenue!

Example 2: Mountain Cabin - Seasonal Strategy - Base price: $150/night - Winter (peak season): No discounts enabled - Summer (slow season): 20% weekly, 30% monthly discounts - Result: Summer occupancy increases from 40% to 65% - Annual revenue increase: +18%

Example 3: Urban Apartment - Last-Minute Deals - Base price: $120/night - Last-minute deal: 40% off → $72/night - Scenario: 5 empty nights this month would have earned $0 - With deals: 3 of 5 nights filled by Platinum guests - Revenue gain: 3 × $72 = $216 (vs $0) ✅

Example 4: Luxury Villa - Strategic Discounting - Base price: $500/night - Weekly discount: 10% → $450/night - Monthly discount: 20% → $400/night - Target: Long-term remote workers and relocating families - Result: Average booking length increases from 3 nights to 12 nights - Annual occupancy increases from 55% to 75% - Total revenue increase: +35%

Appendix B: Co-Hosting Advanced Topics

This appendix contains best practices and troubleshooting tips for managing co-hosts and cleaners.

Communication Best Practices

Team Communication: - Use in-app messaging for all property-related communication - CC host on important guest conversations - Weekly team status updates - Share local knowledge (restaurants, attractions) - Report maintenance issues in real-time

Guest Communication: - Identify yourself and role in first message - Example: “Hi! I’m Sarah, the co-host helping manage this property.” - Maintain professionalism at all times - Never contradict host’s policies - Escalate complex issues to host

Training & Onboarding

New Co-Host Checklist: - [ ] Complete property walkthrough - [ ] Review all house rules and policies - [ ] Practice using message templates - [ ] Understand check-in/check-out procedures - [ ] Know emergency contacts (plumber, electrician, locksmith) - [ ] Review past guest reviews for common questions - [ ] Shadow experienced co-host for first 3 bookings - [ ] Understand pricing strategy and restrictions

New Cleaner Checklist: - [ ] Property walkthrough with detailed cleaning checklist - [ ] Location of cleaning supplies and equipment - [ ] Access codes and key locations - [ ] Emergency contacts - [ ] Photo requirements for task completion - [ ] Damage reporting procedure - [ ] Restocking procedures - [ ] Preferred cleaning products/methods

Analytics & Performance Tracking

Key Metrics for Co-Hosts: - Average response time (goal: <1 hour) - Message volume per week - Guest satisfaction mentions in reviews - Booking conversion rate (inquiry → confirmed) - Issue resolution time - Proactive guest interactions

Key Metrics for Cleaners: - Task completion rate (goal: 100%) - Average completion time - Photo upload compliance - Issue reports submitted - Guest cleanliness ratings - Re-clean requests (goal: 0%)

How to View Analytics: 1. Access Host Dashboard → Analytics 2. Filter by team member 3. View trends over time (weekly, monthly, quarterly) 4. Compare to benchmarks 5. Discuss in regular check-ins 6. Adjust roles/responsibilities as needed

Legal & Financial Considerations

Tax Implications: - Co-hosts may be considered contractors (1099 in US) - Cleaners typically contractors for tax purposes - Consult tax professional for proper classification - Keep records of all payments to team members

Insurance: - Verify home insurance covers short-term rentals - Consider additional liability coverage for co-hosting - Cleaners should have their own liability insurance - Include team members in insurance disclosure if required

Contracts & Agreements: - Create written co-hosting agreement - Define responsibilities, payment terms, termination clause - Include non-disclosure agreement for guest information - Address property damage and liability - Specify intellectual property (photos, descriptions)

Payment Structures: - Co-hosts: Percentage of revenue (10-20%) or flat fee per booking - Cleaners: Flat rate per clean (varies by property size) - Consider performance bonuses for high ratings - Weekly or monthly payment schedules - Use platform payments when possible for record-keeping

Appendix C: Badge Details

(Badge content - reserved for future documentation)

Appendix D: AI Listing Optimizer [Coming Soon]

AI-powered optimization: - Photo selection and ordering - Title/description optimization - Pricing recommendations - Seasonal suggestions

Appendix E: Smart Assignment Algorithm

How Smart Assignment Works

Step 1: Eligibility Check - Filter to cleaners assigned to this property - Check cleaner availability at deadline time - Exclude cleaners marked unavailable or over capacity

Step 2: Scoring Algorithm

Each eligible cleaner receives a score based on:

1. Current Workload (40% weight)
   • Sum of estimated hours for pending tasks
   • Lower workload = higher score
   • Formula: 100 - (pending_hours / max_hours_per_week * 100)
2. Performance Rating (30% weight)
   • Average rating from past completed tasks
   • Scale: 1-5 stars → 20-100 points
   • Formula: rating * 20
3. Deadline Feasibility (20% weight)
   • Can they realistically complete before deadline?
   • Formula: (deadline_hours - pending_hours) / task_duration * 100
   • If result < 0 (overbooked), score = 0 for this cleaner
4. Distance to Property (10% weight)
   • Travel time from cleaner’s location (if available)
   • Not yet implemented - reserved for future enhancement
   • Currently: Equal score (50 points) for all

Step 3: Selection - Cleaner with highest total score is assigned - Tie-breaker: Cleaner with fewest total tasks assigned (lifetime) - Final tie-breaker: Alphabetical by name

Example Scenario

Task: Manual deep clean needed by Friday 2 PM (3 hours estimated)

Eligible Cleaners:

Result: Sarah assigned (highest score)

Fallback Logic

If no cleaner available before deadline: 1. System finds earliest available slot across all cleaners 2. Suggests alternative deadline to host 3. Host can either: - Accept new deadline - Manually assign and accept risk - Cancel task creation

Urgent Notification System

Alert Risk Levels:

• 🔴 CRITICAL - Urgent action required immediately
  • No cleaner assigned to task
  • Less than 3 hours until guest check-in, task not started
• 🟠 HIGH - Action needed soon
  • Less than 6 hours until check-in, task not started
• 🟡 MEDIUM - Heads up, monitor situation
  • Less than 12 hours until check-in, task not started
• 🟢 LOW - Normal monitoring
  • All other pending tasks

When You’ll Receive Alerts:

You’ll receive push notifications on your phone when: - IMMEDIATE: Guest checks out but NO cleaner can be assigned before next check-in (sent instantly) - IMMEDIATE: You create a manual task but no cleaner is available before your deadline - A task has no cleaner assigned - Check-in is approaching and cleaning hasn’t started - System detects risk of missing guest arrival deadline

Alert Frequency: - Critical failures: Sent immediately (< 1 minute) when checkout cleaning cannot be assigned - Routine checks: Run every 30 minutes automatically - You won’t receive duplicate alerts within 1 hour for the same task - Critical alerts have highest priority (override Do Not Disturb)

IMMEDIATE CRITICAL - Checkout with No Available Cleaner:

🚨 CRITICAL: No cleaner available
Property "Beachfront Coronado Home" has NO CLEANER available
for checkout cleaning. Guest checks in in 6 hours.
Assign a cleaner immediately!
[Tap to Assign Cleaner]

Responding to Alerts: 1. Tap notification to open task details 2. View cleaner status - Are they working on it? 3. Take action: - Call/text cleaner directly if not started - Reassign to another available cleaner - Delay guest check-in if necessary (last resort) - Monitor progress in real-time

Preventing False Alarms:

The system is smart about alerts: - Only alerts on tasks genuinely at risk - Considers cleaner workload and capacity - Accounts for task duration in deadline calculations - Stops alerting once cleaner starts the task - Doesn’t alert for tasks with ample time remaining

Appendix F: Troubleshooting

Q: Cleaner declined new schedule, what now? A: System automatically finds next available cleaner. If none available, you’ll see “Manual Intervention Needed” and can either delay check-in or contact cleaners directly.

Q: Can I override Auto-Reschedule decisions? A: Yes. In pre-flight panel, tap “Manual Mode” to choose your own cleaner or timing.

Q: What if guest requests a change outside my policy? A: Auto-Reschedule respects your cancellation policy and minimum stay settings. Requests violating policy require manual approval.

Q: How do I disable Auto-Reschedule for specific listings? A: Listing Editor → Settings → Toggle off “Auto-Reschedule” (you’ll handle modifications manually).

Appendix G: Best Practices

Best Practices for Task Management

Creating Tasks: - 🎯 Set realistic deadlines - Allow buffer time before next check-in - 🎯 Provide clear notes - Specific tasks, not vague instructions - 🎯 Use correct priority - Reserve “Urgent” for true emergencies - 🎯 Estimate duration accurately - Prevents overloading cleaners - 🎯 Trust auto-assign - Algorithm considers more factors than you can

Managing Cleaners: - 🎯 Rate promptly - Provide feedback within 24 hours of completion - 🎯 Be fair - 5 stars for excellent work, not perfection - 🎯 Communicate issues directly - Use task notes or direct message - 🎯 Monitor workload - Ensure even distribution across team - 🎯 Recognize top performers - Bonus, thank you note, consistent assignments

Quality Control: - 🎯 Review photos - Check before/after for each room - 🎯 Spot check occasionally - Visit property unannounced (with notice) - 🎯 Guest feedback - Track cleanliness ratings in reviews - 🎯 Address issues immediately - Don’t let quality slip - 🎯 Update checklists - Add items for recurring problems

Troubleshooting: - 🎯 Late completion? - Check cleaner’s workload, adjust estimates - 🎯 Quality declining? - Review photos, provide specific feedback - 🎯 Cleaner declining tasks? - Discuss availability, adjust schedule - 🎯 Guest complaints? - Document, share with cleaner, retrain if needed

Best Practices for Message Templates

Template Creation: - 🎯 Keep it short: 150-300 words ideal - 🎯 Use variables: Personalize every message - 🎯 Test variables: Send to yourself first to verify substitution - 🎯 Proofread carefully: Templates used many times, errors multiply - 🎯 Add emojis sparingly: One or two for visual break, not excessive

Template Usage: - 🎯 Customize when needed: Edit template before sending for specific situations - 🎯 Don’t overuse: Balance templates with personal messages - 🎯 Update regularly: Refresh content as property changes - 🎯 Track effectiveness: Monitor guest responses to see what works

Template Organization: - 🎯 Consistent naming: “Check-in - [Scenario]” format - 🎯 Category correctly: Makes finding templates faster - 🎯 Delete unused: Keep list manageable (10-15 templates max) - 🎯 Order by frequency: Most-used templates at top

Variable Usage: - 🎯 Required variables first: {{guest_name}}, {{listing_title}} - 🎯 Optional variables: Add graceful fallbacks in template - 🎯 Test edge cases: What if WiFi password missing? - 🎯 Keep variables updated: Change lockbox code? Update template!

Best Practices for Smart Pricing

Duration Discounts: - 🎯 Start conservative: 10% weekly, 20% monthly - 🎯 Monitor occupancy: If <70%, increase discounts - 🎯 Seasonal adjustment: Higher discounts in slow season - 🎯 Competitive analysis: Check nearby listings’ discounts - 🎯 Test & iterate: Try different percentages, measure results - 🎯 Track booking patterns: Understand when guests book longer stays - 🎯 Calculate break-even: Know minimum occupancy needed to profit

Last-Minute Deals: - 🎯 Enable for low-occupancy periods: Not during peak season - 🎯 Set 30-40% discount: Big enough to motivate tonight bookings - 🎯 Don’t overuse: Trains guests to wait for deals - 🎯 Combine with instant book: Faster booking flow - 🎯 Track conversion: How many deals lead to bookings? - 🎯 Weekend focus: More effective for Fri/Sat nights - 🎯 Monitor guest quality: Ensure last-minute guests maintain standards

General Strategy: - 🎯 Set base price correctly first: Discounts apply to base price - 🎯 Use pricing preview: Verify rates before saving - 🎯 Review quarterly: Adjust based on booking patterns - 🎯 Don’t over-discount: 50%+ off hurts perceived value - 🎯 Communicate value: Guests love “getting a deal” - 🎯 A/B test: Try different discount levels for 30 days - 🎯 Market positioning: Price relative to comparable properties

Business Strategy:

When to Use Duration Discounts: - Low occupancy (<70%) - Slow season months - Competitive market with similar properties - Property benefits from longer stays (less turnover)

When NOT to Use Duration Discounts: - Peak season (already high demand) - Unique property with no competition - Already at 90%+ occupancy

When to Use Last-Minute Deals: - Empty calendar tonight - Urban locations (business travelers) - High cleaning costs (offset by some revenue)

When NOT to Use Last-Minute Deals: - Peak holidays (will book anyway) - Remote locations (can’t book same-day) - Property needs advance prep time

ROI Calculation:

To determine if Smart Pricing is working:

1. Track occupancy rate (before vs after enabling)
2. Calculate average nightly revenue (total revenue / nights booked)
3. Measure total monthly revenue (occupancy × average rate × days)
4. Compare periods (3 months before vs after)

Success Metrics: - Occupancy rate increase: +10-20% - Total revenue increase: +15-30% - Average booking length: +50-100% - Guest satisfaction: Maintain or improve ratings

Best Practices for Co-Hosting

For Hosts: - 🎯 Vet co-hosts carefully: Check references, past experience - 🎯 Set clear expectations: Response time, communication style - 🎯 Review activity logs regularly: Ensure quality control - 🎯 Provide training: Share your hosting philosophy and standards - 🎯 Recognize good work: Thank and reward high performers - 🎯 Use analytics: Data-driven team management decisions - 🎯 Cleaner availability: Ensure backup cleaners for busy periods - 🎯 Document processes: Create standard operating procedures - 🎯 Regular check-ins: Weekly or monthly team meetings - 🎯 Performance reviews: Quarterly assessment of team members

For Co-Hosts: - 🎯 Respond quickly: <2 hours during waking hours - 🎯 Match host’s tone: Maintain consistent brand voice - 🎯 Log all changes: Keep host informed via activity log - 🎯 Don’t overstep: Respect pricing/payout restrictions - 🎯 Communicate issues: Report problems to host immediately - 🎯 Be proactive: Anticipate guest needs - 🎯 Learn property details: Know amenities, quirks, instructions - 🎯 Use templates wisely: Personalize when needed - 🎯 Track your metrics: Monitor response time, guest satisfaction

For Cleaners: - 🎯 Update availability: Block dates when unavailable - 🎯 Complete tasks promptly: Before next check-in - 🎯 Upload photos: Proof of quality work - 🎯 Report issues immediately: Don’t wait until next task - 🎯 Maintain standards: Follow host’s cleaning checklist - 🎯 Stock supplies: Track inventory, request restocks - 🎯 Respect guest privacy: Don’t enter if guest present - 🎯 Secure property: Lock doors, close windows, set alarms

Appendix H: Auto-Reschedule Details

Auto-Reschedule: Smart Booking Modifications

Auto-Reschedule handles booking changes automatically in seconds.

What Auto-Reschedule Handles

1. Guest-Initiated Changes:
   • Date extension or reduction
   • Check-in/check-out time modifications
   • Guest count changes
   • Early check-in requests
   • Late check-out requests
2. Host-Initiated Changes:
   • Approving early check-in/late checkout
   • Manually adjusting booking dates
   • Modifying guest count
3. Cancellations:
   • Automatic cleanup of associated tasks
   • Calendar reopening
   • Optional last-minute deal trigger

What Gets Auto-Updated

1. Cleaning Tasks - Recalculates cleaning start/end times based on new checkout - Re-assigns cleaner if original has conflict - Preserves before/after photo requirements - Sends notifications to cleaner with updated schedule

2. Calendar & Buffers - Blocks extended nights immediately - Frees up released nights for new bookings - Inserts smart buffers if turnover time < 3 hours (configurable) - Flags “Tight Turnover” risk if SLA threatened

3. Co-Host Duty Windows - Adjusts on-call periods to match new dates - Updates message routing (guests see correct on-duty co-host) - Coordinates handoffs between co-hosts

4. Guest Messaging - Auto-sends confirmation of changes via templates - Updates check-in/check-out instructions with new times - Includes any new entry codes or special instructions

5. Last-Minute Pricing (Optional) - If nights freed within 72 hours, suggests enabling Last-Minute Deal - Boosts visibility to fill unexpected vacancy

Example Scenarios

Scenario 1: Guest Requests Date Extension - Guest asks to extend 2 more nights - System checks availability - Auto-Reschedule updates cleaning task, calendar, and messaging

Scenario 2: Approve Early Check-In

Pre-Flight Panel Shows: - Cleaner Impact: “Cleaning must finish by 11:30 AM (was 2:30 PM)” - Risk Badge: “Tight Turnover” (if previous checkout is 11 AM) - Alternative: “Suggest check-in 1 PM to allow safe buffer?”

Choose Action: - Option A: Confirm 12 PM check-in (cleaner will rush) - Option B: Counter-offer 1 PM check-in (safer) - Option C: Delay previous guest’s checkout by 1 hour

Auto-Reschedule Executes: - Cleaning task adjusted to finish by 11:30 AM - Cleaner receives urgent notification - Guest receives updated instructions - Entry code generation (if smart lock)

Scenario 3: Guest Count Increase - Updates cleaning task notes (“4 guests, extra linens needed”) - Sends updated pricing to guest - Logs change in Activity Log

Conflict Resolution

If the original cleaner can’t accommodate new schedule:

System Logic: 1. Checks cleaner’s availability for new time slot 2. If unavailable, finds next best cleaner by: - Availability (primary) - Travel time to property (minimize) - Rating (quality) - Current workload (balance)

Fallback Options: - No cleaner available? - Suggest inserting a buffer (delay guest check-in by 1-2 hours) - Offer to push booking to next available slot - Escalate to host for manual resolution

Host Notifications: - “Original cleaner unavailable. Assigned backup cleaner Mike (4.9★, 5 mi away)” - “Risk: Tight turnover. Consider 1-hour buffer?”

Risk Badges & Warnings

Auto-Reschedule flags potential issues:

• 🔴 Tight Turnover: <3 hours between checkout and check-in (SLA risk)
• 🟡 Cleaner Reassigned: Original cleaner unavailable, backup assigned
• 🟡 No Cleaner: No available cleaner found (manual intervention needed)
• 🔴 SLA Breach: Impossible to clean property in time

Activity Log Integration

All Auto-Reschedule actions are logged with full attribution:

View Activity Log: - Listing → Activity → Filter by “Auto-Reschedule” - See complete history of all automatic adjustments

Guest Communication Templates

Auto-generated messages sent to guests via templates:

• Template 1: Date Extension Confirmed
• Template 2: Early Check-In Approved

Templates Are Editable: - Customize default messages in Settings → Message Templates - Variables auto-populate ({Guest Name}, {Dates}, etc.)

Best Practices

• Review pre-flight panel before confirming changes
• Set minimum turnover buffer (3-4 hours recommended)
• Enable push notifications for cleaner confirmations
• Check Activity Log weekly to spot patterns
• Communicate with cleaners about their availability preferences
• Don’t approve tight turnovers without cleaner confirmation
• Don’t extend bookings during peak season without checking calendar conflicts

Configuration Options

Adjustable Settings: - Minimum Turnover Buffer: 2-6 hours (default: 3 hours) - Auto-Assign Backup Cleaners: ON/OFF (default: ON) - Require Cleaner Acknowledgment: For changes <2 hours before cleaning (default: ON) - Guest Message Templates: Customize confirmation messages - Risk Threshold: When to show warnings (Conservative / Balanced / Aggressive)

Integration with Team Management

Co-Host Permissions: - Can approve guest-requested modifications - See cleaner assignments and risk badges - Cannot override SLA warnings (host approval required)

Cleaner Notifications: - Push notification when schedule changes - Deep link to updated task details - Option to decline if unavailable (triggers reassignment)

Activity Attribution: - All changes show who approved them (Host vs Co-Host name) - Cleaners can see modification history for their tasks

Future Enhancements

• Multi-Property Load Balancing: Auto-assign cleaners across your entire portfolio
• External Calendar Sync: Coordinate with Airbnb/VRBO booking changes
• Price Optimization: Automatically suggest optimal pricing for freed-up nights
• Predictive Scheduling: AI predicts likely modification requests and pre-plans alternatives

Appendix I: Message Templates Reference

Using Message Templates

1. Open a guest conversation in “Messages” tab
2. Tap template icon (speech bubble) in message field
3. Browse available templates by category
4. Tap template to preview
5. Variables auto-fill with guest/booking data
6. Edit template text if needed (customize)
7. Tap “Send” to send message

Variable Substitution: - Templates contain placeholders like {{guest_name}} - System automatically replaces with real data - Example: {{guest_name}} → “John” - Example: {{check_in_time}} → “3:00 PM”

Default Message Templates (10 Total)

Check-in Templates (3):

1. Check-in Instructions (Detailed) - {{guest_name}} - Guest’s first name - {{listing_title}} - Property name - {{check_in_time}} - From booking (e.g., “3:00 PM”) - {{property_address}} - Full address - {{access_method}} - “Lockbox code 1234” or “Key under mat” - {{parking_instructions}} - “Street parking” or “Driveway” - {{wifi_password}} - WiFi credentials - {{host_name}} - Your name

2. Check-in Instructions (Simple)

3. Early Check-in Request

House Rules Templates (2):

4. House Rules Reminder - {{pets_allowed}} - “Allowed with $50 fee” or “Not allowed” - {{parties_allowed}} - “Not permitted” or “Small gatherings OK” - {{quiet_hours}} - “10 PM - 8 AM” - {{trash_location}} - “Curb on Wednesdays” or “Bins outside”

5. Quiet Hours Reminder

Local Tips Templates (2):

6. Local Recommendations

7. Transportation Tips

General Templates (2):

8. Thank You After Checkout

9. Issue Resolution - {{issue_type}} - “WiFi issue” or “Heating problem” - {{response_time}} - “30 minutes” or “2 hours”

Pricing Template (1):

10. Pricing Breakdown Explanation - {{nightly_rate}} - Base price per night - {{nights}} - Number of nights - {{subtotal}} - Nightly rate × nights - {{cleaning_fee}} - One-time cleaning fee - {{service_fee}} - Platform fee - {{total_price}} - Grand total - {{discount_info}} - “Weekly discount applied: -15%” (if applicable)

Variable Substitution System

How Variables Work:

Variables are placeholders in templates that automatically fill with real data from the booking and property.

Syntax: - Variables use double curly braces: {{variable_name}} - Case-insensitive: {{Guest_Name}} = {{guest_name}} - Unknown variables left unchanged: {{unknown}} stays as {{unknown}}

Available Variables:

Guest Info: - {{guest_name}} - First name - {{guest_full_name}} - Full name - {{guest_count}} - Number of guests

Property Info: - {{listing_title}} - Property name - {{property_address}} - Full address - {{wifi_password}} - WiFi credentials - {{lockbox_code}} - Access code - {{access_method}} - Entry instructions - {{parking_instructions}} - Parking details

Booking Info: - {{check_in_date}} - Date (e.g., “Dec 15, 2025”) - {{check_in_time}} - Time (e.g., “3:00 PM”) - {{check_out_date}} - Date - {{check_out_time}} - Time (e.g., “11:00 AM”) - {{nights}} - Number of nights - {{total_price}} - Total booking cost

Host Info: - {{host_name}} - Your name - {{host_phone}} - Your phone number

Pricing Info: - {{nightly_rate}} - Base price per night - {{cleaning_fee}} - Cleaning fee - {{service_fee}} - Platform fee - {{subtotal}} - Nightly rate × nights - {{discount_info}} - Applied discounts

Appendix J: Host Fees & Tier Program (CN Release 1.0)

CN Release 1.0 Fee Model

Important: The fee structure for CN Release 1.0 differs from previous versions.

Fee Structure

Host Tiers & Platform Fees

Higher-tier hosts pay lower platform fees:

Examples by Tier

Silver Tier (13% fee): - Booking total: $1,000 - Platform fee: 13% = $130 - Host payout: $870

Gold Tier (12.5% fee): - Booking total: $1,000 - Platform fee: 12.5% = $125 - Host payout: $875

Platinum Tier (12% fee): - Booking total: $1,000 - Platform fee: 12% = $120 - Host payout: $880

Diamond Tier (11.5% fee): - Booking total: $1,000 - Platform fee: 11.5% = $115 - Host payout: $885

Tier Advancement

Your tier is based on Annual Revenue (resets yearly): - Silver: $0+ (default) - Gold: $50,000+ - Platinum: $250,000+ - Diamond: $500,000+

Important Notes

• Higher tiers = lower platform fees = higher payouts
• Tier is calculated automatically based on trailing 12-month revenue
• Fee changes apply to new bookings only (existing bookings keep original fee)
• View your current tier in Profile → Host Dashboard

Technical: How Platform Fee is Calculated

The platform fee uses a simple formula with Admin-configurable values:

Host Platform Fee = platform_fee_rate - tier_discount_rate

Result: - Silver: 15% - 2% = 13% - Gold: 15% - 2.5% = 12.5% - Platinum: 15% - 3% = 12% - Diamond: 15% - 3.5% = 11.5%

For Admins: These values are stored in the unified_config database table and can be modified via the Admin dashboard (LoyaltyConfigView) without code changes.

Appendix K: Cancellation & Refund Policy (CN Release 1.0)

This appendix explains the cancellation policies you can set for your listings.

Available Cancellation Policies

When creating or editing a listing, you choose one of the following policies:

Flexible Policy

Best for: Properties in competitive markets, attracting more bookings

Moderate Policy

Best for: Balance between flexibility and commitment

Strict Policy

Best for: High-demand properties, seasonal rentals

Host-Initiated Cancellations

Warning: Cancelling a booking as a host has serious consequences:

• Guest receives full refund including all fees
• You may be charged a cancellation fee
• Your cancellation rate is tracked and displayed
• High cancellation rates may result in:
  • Lower search ranking
  • Loss of Superhost status
  • Account suspension

When You May Cancel: - Guest violates house rules - Property damage from previous guest - Emergency repairs needed - Force majeure events

Always contact support before cancelling to document legitimate reasons.

Setting Your Cancellation Policy

1. Go to Listings tab
2. Tap the listing you want to edit
3. Scroll to Policies section
4. Select Cancellation Policy
5. Choose Flexible, Moderate, or Strict
6. Tap Save

Policy changes apply only to new bookings, not existing reservations.

Tips for Hosts

• ✅ Flexible attracts more bookings but more cancellations
• ✅ Strict provides income security but may reduce bookings
• ✅ Moderate is recommended for most hosts
• ✅ Consider seasonal policies (stricter for high-demand periods)

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