Overview
The Trek Channel Management Team oversees every aspect of your unit's online presence across all OTAs and booking platforms. We ensure each listing is accurate, consistent, and optimized for performance. This includes managing synchronization across PMS systems, updating listings, supporting onboarding and offboarding processes, and maintaining brand standards throughout the entire property lifecycle.
This FAQ and process guide is PMS-agnostic and applies across all Trek brands. PMS-specific details (e.g., Hostfully or Streamline) will be included in appendix sections at the end of this article.
Unit Lifecycle Management
All onboarding, offboarding, or major change requests must begin by submitting a ticket through Trek’s HubSpot tracking system. This allows our team to track progress, assign tasks, and ensure proper coordination across departments.
Access all related forms through the Trek Knowledge Base in this article.
Unit Onboarding (ONB)
Purpose
Efficiently onboard a new property and prepare it for live booking across the PMS and all OTAs while ensuring brand standards are met.
Phase I: Property Manager Setup
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Submit the Onboarding Form in the Knowledge Base to initiate the process.
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The Property Manager creates the property profile (“shell”) in the PMS with all details: address, amenities, bedrooms/bathrooms, policies, taxes, and fees.
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Upload professional photos according to brand standards and add brief captions for any photos that need clarification - this could be bedroom / bed size, explaination of where bathrooms are located, etc.
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Use the unit description area to add conent to help our team craft the description, you can include any selling point details here.
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The PM will coordinate with the Channel Management (CM) and Marketing teams for content review, and we'll include Revenue Management team in alerts for pricing review, strategy, and final approval.
Phase II: Centralized PMS & Channel Management
Once Trek transitions to a single PMS platform, the Phase II process will streamline onboarding into a centralized workflow.
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The Property Manager or Business Development Rep submits a robust Onboarding Form, capturing all required property details, amenities, photos, and policies.
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The Channel Management (CM) Team will then build out all new units directly in the PMS, ensuring accuracy and completeness.
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The CM team will coordinate with Revenue Management, Marketing, and Property Management teams for content review, pricing setup, and verification.
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Once all approvals are confirmed, the CM team will publish the unit to the brand website for final review and internal sign-off.
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After all departments approve, the CM team will distribute the listing across all integrated OTAs and verify successful synchronization.
Typical Timeline
Onboarding typically takes 2–5 business days, depending on the completeness of property data and photos submitted.
Unit Offboarding (OFB)
Purpose
To fully remove a property from all PMS and OTA systems while maintaining data integrity, ensuring internal team communication, and preserving guest experience quality.
Process
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Submit an Offboarding Form through HubSpot once the property is confirmed for removal.
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Document the reason for offboarding (e.g., owner sale, management termination, renovation).
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Block calendars to prevent new bookings but do not deactivate the unit in the PMS until all active reservations are fulfilled.
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CM removes listings from all OTAs (Airbnb, Vrbo, Booking.com, Google, Marriott, etc.) and manually verifies removal.
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Archive the property in PMS and disconnect integrations.
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Notify Guest Services, Cleaning, Revenue, and Accounting teams of the change.
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Archive all unit-related data (guest info, reviews, revenue, photos, and contracts).
Unit Maintenance & Changes
Purpose
Maintain the accuracy of all property details across PMS and OTAs when any significant changes occur (amenities, layout, photos, policies, etc.).
Process
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Submit a Change Request Form in HubSpot detailing the updates, reason, and timeline.
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The Operations Team reviews and approves the request.
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Channel Manager updates all necessary property details in the PMS, including photos, descriptions, and amenities.
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Push updates to OTAs via PMS integration and manually verify listings display the changes.
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Notify relevant internal teams (Guest Services, Cleaning, Marketing, and Operations) of updates.
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Conduct a quarterly review of each active unit to refresh content, update captions, and ensure OTA headlines and SEO are optimized.
Channel Support & Optimization
What does Trek handle for OTA management?
Trek manages all aspects of OTA and channel performance, including:
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Listing optimization and visibility improvements.
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Guest review responses and rating management.
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Airbnb appeals and VRBO suspension resolution.
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PMS connection and mapping error troubleshooting.
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Channel image, policy, and amenity updates.
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Rate and availability discrepancy resolution.
How do I request OTA support?
Submit a Channel/Unit Assistance Form for any OTA-related issues such as listing errors, rate mismatches, or synchronization failures. The Channel & Optimization Team will investigate and resolve the issue.
How does Trek maintain listing accuracy across platforms?
Our team synchronizes all PMS updates and follows channel-specific SOPs. Each listing is verified for property details, photos, rates, and amenities. We monitor OTAs daily for discrepancies and address them promptly to ensure consistent presentation and performance.
PMS-Specific Guidance
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Hostfully PMS: Coming soon — detailed workflow integration and screenshot guide.
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Streamline PMS: Coming soon — channel sync validation and step-by-step publishing guide.
Support & Resources
If you’re unsure which form to submit or your request involves multiple properties, contact marketing@treklv.com for assistance.