Overview
Welcome to the Trek Knowledge Base — your single source of truth for policies, processes, support forms, and team resources. This KB is designed to help Property Managers (PMs), Business Development reps, and internal teams quickly find what they need, submit requests, and track SLAs using our ticketing system. Our platform is powered by HubSpot Service Hub, which supports structured articles, search, categorization, and form-based workflow submissions.
➡️Here's the overview on the Knowledge Base
Search & Navigation
Use the Search Bar at the top of every KB page — type keywords or questions (e.g., “onboarding form”, “channel support”) to locate relevant articles.
Suggested results appear as you type to help you find content quickly.
If you don’t find what you’re looking for, you can still submit a request using the Send a Message button at the top of every page.
Categories & Structure
We organize our articles by major functional teams and topics so you can browse by subject if you prefer:
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Marketing Support: Collateral, email/social campaigns, RMA, optimization.
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Business Development Support: Owner proposals, new unit evaluations, market analysis.
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Channel Management: OTA listings, PMS integrations, onboarding/offboarding/change processes.
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Portfolio Management: Unit setup, trust accounting, owner communications, reporting.
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Unit Optimization: Listing performance reviews, A/B testing, and content refresh.
- Property Management Company: For each PMC, we have articles and assets specific to your company. This includes brand guide, logos, sales, and marketing collateral.
Each article exists in one (or more) of these categories, making it easy to filter by team or topic.
💡More articles will be added; you can search "new" to find these easily!
Request Submission Workflow - Behind the Scenes
Every time you need support or want to request something, we follow this structured process:
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Within the relevant article, you’ll find request buttons for relevant forms.
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Submit the form with all required details. This creates an internal ticket and routes it to the appropriate team.
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You’ll receive a confirmation message and our team(s) will follow up through email to provide updates, or request more information.
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The team will work on the request in accordance with the defined Service Level Agreements (SLAs) for each support category, and you’ll receive a follow-up once it's completed.
This ensures accountability, transparency, and consistent service delivery.
Best Practices for Using the KB
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Before submitting a form, search the KB to see if your question or request has already been covered — this often leads to faster resolution.
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In your browser, you can bookmark articles you use frequently.
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If you notice an article is outdated or missing steps, use the “Feedback” option at the bottom or reach out to your team lead — maintaining accuracy is key.
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When submitting a form, include as much relevant detail as possible (unit name, date, issue description, screenshots, etc.) to expedite resolution.
Additional Tips
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Use tags and keywords in your search; our KB has category, content, and tag-based filtering.
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Use subcategories when browsing if you’re working in a niche area (e.g., “Channel → Portfolio Management” or “Marketing → Rental Market Analysis”).
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If you need training or a walkthrough, check for embedded videos/screenshots within articles—visuals help navigate complex tools (more training materials coming soon!).
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The KB is continuously evolving — new articles are added and existing ones updated as processes change (e.g., PMS migrations, new SLA definitions, new services from Trek).
Need Help?
If you’re unsure which form to submit or you have a cross-team request (involving multiple units, markets, or brands), contact the relevant team at:
Thank you for using the Trek Knowledge Base — by using it properly, we make the entire organization more efficient, aligned, and able to serve owners and guests better.