Onboarding - Assuming Existing Owner Airbnb Bookings

ACME SOP / FAQ: Assuming Existing Airbnb Reservations for Newly Onboarded Properties

Our goal is to make the transition from owner-managed to ACME-managed as seamless as possible. When a property joins us with existing Airbnb reservations, the following process and guidelines apply.

1. Can Airbnb have more than one listing tied to the same permit?

Yes. Airbnb allows multiple listings connected to the same permit number. Because you will retain your account until the final reservation is completed, your listing will remain active but blocked so no new bookings occur.

1. Why can’t ACME co-host on the owner’s Airbnb account?

Airbnb has removed co-hosting options for integrated software partners. ACME is fully integrated, meaning we cannot manage, modify, or service reservations within your Airbnb account directly. This is why we must follow a structured process when taking over existing bookings.

1. Will my Airbnb listing remain visible?

Yes, but you must block all future dates so no new reservations can be made once ACME takes over. This prevents conflicts, commission obligations, and guest confusion.

1. What does ACME need to assume an existing Airbnb reservation?

For each reservation, we will need:

• Guest name
• Guest phone number
• Guest email
• Total cost of the booking
• Full breakdown of all fees (cleaning, Airbnb fees, pet fees, etc.)
• Amounts already paid by the guest

1. Does the owner need to contact booked guests?

Yes. Airbnb will not notify them that ACME is taking over. The owner must reach out to each guest to introduce ACME and inform them that ACME will be managing their stay. Once this introduction is made, ACME will take it from there.

1. How will ACME communicate with guests?

After your introduction is made, ACME will handle all communication with the guest via phone, email, and text, following our guest service standards.

1. How is commission handled on existing Airbnb bookings?

For any reservations that ACME assumes, commission will be charged at the Owner Referral rate since these bookings originated prior to onboarding. Commission is invoiced after the stay is completed.

1. How is housekeeping handled for these reservations?

ACME will schedule, coordinate, and pay housekeeping. Cleaning fees collected through the owner’s Airbnb booking will be included when invoicing the owner.

1. Will ACME communicate with Airbnb directly?

No. Because the reservation and listing are tied to the owner’s Airbnb account, only the owner can access Airbnb’s customer service or make changes inside the platform. ACME will guide you when action is needed.

1. Who handles guest service, issues, and refunds?

Once the reservation is transferred to ACME oversight, we take full responsibility for guest service before arrival, during the stay, and after departure. We follow ACME’s best practices and standard operating procedures to handle any situations that arise.

If a refund is required, the owner must process it through their Airbnb portal, since Airbnb will only allow account holders to issue refunds. ACME will advise you on what needs to be done and when.

1. What happens if a reservation becomes unsalvageable?

In rare cases where a reservation cannot be hosted (date conflicts, property issues, or guest refusal to transfer), the booking must be canceled through the owner's Airbnb account. For clarity:

• These are considered non-serviced / unfulfilled bookings, and
• Commission at the Owner Referral rate still applies, as outlined in the management agreement.

1. When does ACME take over payments and financial reporting?

Only once the final Airbnb reservation tied to your listing has been completed and your Airbnb listing is fully deactivated. After that point, all bookings will flow entirely through ACME’s system.