Billing FAQ

Your monthly RPM fee is calculated on net rental revenue, the portion of guest payments that represents nightly accommodation income.

Included in net rental revenue

• Nightly rates, the room rate the guest pays per night
• Extra guest fees tied to nightly pricing

Excluded from net rental revenue

• Cleaning fees
• Pet fees
• Resort, management, or service fees
• Taxes and government-mandated charges
• OTA commissions billed as separate line items
• Damage claims and administrative charges

We use PriceLabs as our source of truth for nightly revenue, reported by nightly stay date. Your client dashboard mirrors this number for active properties.

The formula

Net Rental Revenue (from dashboard) × Your Fee % = Monthly Invoice

Example: if your net rental revenue for October was $10,000 and your RPM rate is 3%, the monthly fee would be $10,000 × 3% = $300.

It is a common point of confusion, so here is exactly what it means.

"OTA commissions excluded" means we do not apply our percentage to the OTA commission line item, the cleaning fee, the taxes, or any other pass-through charges. Those items are not part of the revenue base we calculate the fee on.

It does not mean we reverse-engineer the host payout and apply our fee to a post-commission net figure. Our calculation starts with the nightly rental revenue reported by PriceLabs, not with the dollar amount that lands in your bank account after the OTA takes its cut.

Worked example

• Guest pays: $389 (nightly rate) + $115 (cleaning) + $50.40 (taxes) = $554.40 total
• Our fee is applied to $389, the nightly rate from PriceLabs.
• It is not applied to the $554.40 guest total, the cleaning fee, or the taxes.

This is how every RPM contract is structured, and it is the same calculation we run for every client.

Yes. Your client dashboard shows nightly revenue for every property in your portfolio, broken out individually for the billing month.

How to verify your invoice

1. Open your client dashboard. The link is included with every monthly invoice notification.
2. On the main tab, find the net rental revenue figure for the billing month.
3. Calculate: net rental revenue × your fee % = your invoice amount.
4. For property-level detail, scroll to the property breakdown section. Each unit lists its nightly revenue separately.

If anything looks off, or you would like a member of our team to walk through it with you, reply to your invoice notification or message your Relationship Manager directly.

Slight discrepancies between PriceLabs, your PMS, and your accounting books are normal. A few common reasons:

1. Your PMS reports by check-in date, not by nightly stay date. If a guest checks in on January 30 for a 5-night stay, your PMS may attribute all the revenue to January. PriceLabs, and our calculation, attributes 2 nights to January and 3 nights to February based on when the stays actually occurred. This is the basis for our invoicing.
2. Your accounting software likely includes everything. Your books may include cleaning fees, pet fees, damage deposits, and other ancillary revenue that does not belong in net rental revenue. The accounting total will almost always be higher than the dashboard total for that reason.
3. Each OTA reports a little differently. How Airbnb, VRBO, and Booking.com display nightly revenue, fees, and payouts varies, and the front-end views can change over time. We rely on PriceLabs as our consistent source of truth so the number is computed the same way every month, regardless of OTA-side display.

If the numbers still do not reconcile after considering these three things, reach out and we will dig in together.

Billing begins on your go-live date, the day your listings become active under our management. Your first invoice is prorated from that date forward.

What the first invoice covers

• Net rental revenue tied to stays that occurred during the period you were under our management, including pre-existing reservations.
• Stays before your go-live date are not included.

Why pre-existing bookings are included

Once you go live, our RPM service manages the entire revenue strategy for your listings, not just newly created reservations. That includes:

• Pricing optimization for future inventory
• Minimum and length-of-stay rules
• Last-minute discounting and gap-night strategy
• Calendar and availability settings
• Ranking and pricing cadence on the OTAs

These decisions affect both the bookings already on your calendar and the ones that fill in around them. Because we are actively managing the full strategy, our fee applies to revenue from stays during the period of active management.

Ongoing billing cadence

• Invoices are sent monthly and are due by the 15th of the following month.
• Payments are made via ACH. Credit card payments incur a 1% processing fee.
• A one-time $500 onboarding fee is billed per the schedule you signed at agreement.

The Performance Guarantee is straightforward: if we do not materially grow your revenue, you do not pay our fee for that month.

Plain-English version

Every month we compare your most recent three months of revenue to the same three months from the prior year. If we grow your net rental revenue by 3% or more, the fee applies. If growth is below 3%, the RPM fee for that billing month is waived.

How it is measured

• Rolling 3-month period: we evaluate three months at a time, not single months, so seasonality and demand variability are accounted for.
• Compared to the same 3 months last year: apples to apples.
• Same revenue definition as the fee: measured on net rental revenue (nightly rates and embedded extra guest fees), excluding cleaning, taxes, OTA commissions, and other pass-through charges.

When the guarantee starts

The guarantee begins after the first 90 days of service. The initial 90 days are required for onboarding, stabilization, and strategy implementation.

Eligibility requirements

• At least 12 months of historical booking data per listing
• Listings available for the full measurement period. Excessive owner blocks, long-term stays, or downtime may void eligibility.
• Pricing rules, LOS settings, and other optimization recommendations remain active and are not manually overridden
• Listings maintain a minimum 4.7 rating. Listings receiving 1-3 star reviews during the measurement period may be excluded.
• Portfolio consistency. Listings added, removed, taken offline, or materially changed may be excluded for that period.

Safeguards: when the guarantee does not apply

• Market decline: if the broader market experiences a 10% or greater year-over-year RevPAR decline during the comparison period, the guarantee does not apply for that period.
• Demand anomalies: one-time events (major sporting events, natural disasters, regulatory changes) are excluded from baseline comparisons using the same reporting methodology.

Billing mechanics

Fees are billed monthly. The rolling three-month period is used solely for performance evaluation. If the rolling three-month performance fails to grow 3% or more, the fee for that single billing month is waived or credited. No retroactive refunds and no partial-month refunds apply.

When we win, you win. If we miss, we take the hit.

Our goal is always to resolve billing questions before they become collections issues. If you have a concern about an invoice, the fastest path is to raise it directly with your Relationship Manager so we can review it together.

Standard timeline if no action is taken

• Day 0: Invoice sent. Due by the 15th of the following month.
• Day 7, for auto-charge clients: If you have a payment method on file, the invoice is automatically charged on Day 7. This gives you a full week to review.
• Past due: A late fee of 1.5% per month, or the maximum permitted by law, is applied to unpaid balances.
• 30+ days overdue: Service may be suspended on accounts more than 30 days overdue, per the agreement.

If you want to dispute an invoice

Any dispute must be submitted in writing within 7 calendar days of receipt of the invoice. If no dispute is raised in that window, the invoice is deemed accepted and final. While a dispute is under review, your invoice is placed on hold and no collections activity occurs.

If you have an outstanding balance and want to resolve it

Reach out to your Relationship Manager. We can put a payment plan in place, update the card on file, or walk through any questions about the calculation. We would much rather have a conversation than send reminders.