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Frequently Asked Questions
Browse all categories or search for specific answers about Propeter’s platform, pricing, and integrations.
Onboarding & Setup
Everything you need to know about getting started with Propeter.
6 questions in this category
How long does the onboarding process take from sign-up to go-live?
Most properties complete onboarding and go live within 5–10 business days. The typical timeline is: Account setup and team roles (Day 1), PMS integration and historical data sync (Days 2–4), rate configuration and guardrail setup (Day 5), channel connection and OTA mapping (Days 6–7), pre-launch review call with your setup specialist (Day 8), and go-live (Days 9–10). Properties with complex multi-property setups or custom PMS integrations may take up to 3 weeks. A dedicated setup specialist is assigned to every new account and guides you through each step.
What information do I need to prepare before starting onboarding?
To complete onboarding efficiently, prepare the following: PMS credentials (API key or admin login for your PMS), room type list with room counts and descriptions, historical reservation export (18 months of reservations in CSV format as a backup if the API sync fails), rate plan names and discount structures, OTA account logins for each channel you want connected, and compset property list (4–8 competitor hotel names for rate tracking). Your setup specialist will send a detailed onboarding questionnaire on Day 1 that covers all of this.
Can multiple team members access the same Propeter account?
Yes. Propeter supports multi-user access with three role levels: Admin (full platform access, billing, and user management), Revenue Manager (full revenue and rate access, no billing), and Front Office (read-only dashboard access plus manual availability adjustments). You can add unlimited users to your account at no extra charge. Each user has a separate login, and all actions are logged in the audit trail with the user's name attached. Role permissions can be customised further on the Professional and Enterprise plans.
Is there a free trial available before I commit to a paid plan?
Propeter offers a 14-day free trial with full access to all features on the Professional plan, including live PMS integration, AI rate engine, and channel publishing. No credit card is required to start the trial. At the end of the trial period, you can choose to subscribe or export your configuration and historical data. If you decide not to continue, all your data is retained for 30 days in case you change your mind, and then permanently deleted per our data retention policy.
What support is available during and after onboarding?
During onboarding, every customer is assigned a dedicated setup specialist who provides screen-share sessions, answers questions via live chat, and ensures configuration is correct before go-live. After go-live, all plans include access to the Help Centre, email support (response within 4 business hours), and live chat during business hours. Professional plan customers receive monthly strategy check-in calls. Enterprise customers get a named Customer Success Manager with same-day response SLAs and quarterly business reviews.
Can I migrate from another revenue management system to Propeter?
Yes, and we handle migrations regularly. Propeter's setup team will help you export your rate configuration, compset setup, and historical data from your existing RMS and import it into Propeter. We support migrations from IDeaS, Duetto, Atomize, RoomPriceGenie, and most other major platforms. The migration process typically adds 2–3 days to the standard onboarding timeline. We also provide a parallel-running period where both systems operate simultaneously so you can validate Propeter's recommendations before fully switching over.
Revenue Management
How Propeter's AI drives pricing decisions and revenue outcomes.
7 questions in this category
How much RevPAR uplift can I realistically expect from Propeter?
Based on aggregated data from our customer base, properties transitioning from manual pricing to Propeter's AI Revenue Engine see an average RevPAR uplift of 18–24% in the first 90 days. The uplift comes from two sources: rate optimisation (capturing more revenue per booking during high-demand periods) and occupancy improvement (using dynamic pricing to stimulate bookings during low-demand periods rather than sitting on empty rooms). Results vary by property type, location, and starting baseline — boutique city-centre hotels and serviced apartment operators typically see the strongest gains.
Does Propeter work for properties with very seasonal demand patterns?
Propeter is particularly well suited to highly seasonal properties. The Demand Forecast Agent explicitly models seasonality using time-series decomposition and trains a separate seasonal component for each room type. You can also configure season-band multipliers manually to layer your own knowledge on top of the AI's recommendations. For extreme seasonality (e.g., ski resorts open only 4 months per year), Propeter's setup team will configure the system to focus training on in-season data and handle off-season correctly.
Can I see why the AI recommended a specific rate change?
Yes — this is a core feature of Propeter's design philosophy. Every rate change in the system comes with an AI Explainability Log entry, accessible from the Rate History panel. The log shows the contribution of each factor: base rate, season multiplier, demand score, competitor adjustment, booking pace factor, and event premium. It also shows the previous rate, the new rate, and the expected RevPAR impact. You can export these logs for internal reporting or owner presentations.
How does Propeter handle last-minute pricing as a check-in date approaches?
Propeter's Rate Engine applies a configurable lead time discount curve that determines how rates evolve as the arrival date approaches. By default, rates increase as inventory shrinks within 14 days of arrival. However, if occupancy is lagging on a specific date, the system may apply a last-minute discount nudge to stimulate bookings rather than letting rooms go empty. The crossover point between "hold rate" and "discount" is determined dynamically by the RevPAR Optimisation Agent based on current pick-up pace versus expected pace.
What is the Market Pressure Index (MPI) and how is it used?
The Market Pressure Index (MPI) is a composite score from 0–100 generated by the Market Intelligence Agent for each future date. It combines competitor rate trends, local event data, historic demand for that date in prior years, and macro travel demand signals. An MPI above 70 indicates significant market pressure — the system will recommend higher rates and potentially flag a minimum stay restriction. An MPI below 30 indicates soft demand and may trigger promotional rate strategies. The MPI is visible in the Demand Calendar view of the dashboard.
Can I set different pricing strategies for different room types?
Yes, fully. Each room type in Propeter has its own independent configuration including: floor and ceiling guardrails, season multipliers, lead time curve, event premium weighting, and rate plan offsets. This means your Superior Suites can follow an aggressive revenue-maximisation strategy while your Standard Rooms are configured with a more conservative occupancy-first approach. The Revenue Manager dashboard shows performance metrics broken down by room type so you can continuously fine-tune each category's strategy.
Does the AI account for repeat guests and loyalty members?
Propeter's Revenue Engine optimises transient rates based on market and demand signals — it does not apply individual guest-level personalisation to the Rate Engine (that is handled by the Guest Loyalty module, which supports loyalty tiers and member-exclusive rates). The Rate Engine ensures that loyalty member rates are always derived from the BAR using your configured loyalty discount offset (typically 5–10% below BAR), applied at the Rate Plan Derivation stage. Member rates update in tandem with every BAR update automatically.
Rate Engine & Pricing
Technical questions about how rates are calculated, applied, and published.
6 questions in this category
How frequently are rates updated and pushed to channels?
Rates are recalculated and pushed on a 4-hour scheduled cycle: 02:00, 06:00, 10:00, 14:00, 18:00, and 22:00 UTC. Out-of-cycle updates are triggered by significant events such as a large cancellation wave, a competitor price drop of 15%+, a new high-impact event detection, or a manual revenue manager action. The update log in the Rate History panel shows the exact timestamp and trigger reason for every rate change across every channel.
What is a guardrail and how do I set the right floor and ceiling?
Guardrails are hard limits configured per room type that the AI can never breach. The floor rate is the minimum price for the room type — set this at or above your break-even cost per occupied room (typically direct costs + a margin buffer). The ceiling rate is the maximum — set this at the highest price you believe the market can realistically bear without damaging your brand. A common starting point is: floor = variable cost × 1.3, ceiling = peak season target rate × 1.5. Your setup specialist will help you validate these during onboarding.
What is rate plan hierarchy and how does it work in Propeter?
The rate plan hierarchy defines how all your rate plans relate to the Best Available Rate (BAR). In Propeter, all rate plans are derived from the BAR using a percentage offset. For example: Non-Refundable = BAR − 10%, Advance Purchase 21 Days = BAR − 5%, Corporate Negotiated = BAR − 15%. When the AI updates the BAR, all derived rate plans update automatically in the same cycle. You can configure up to 20 rate plans per room type. The hierarchy is managed in the Rate Plans screen under Revenue Settings.
Can I publish different rates for OTA channels versus direct bookings?
Yes. Propeter supports three parity modes: Strict parity (identical rates on all channels), Loose parity (OTA rates may be up to 3% higher than direct to offset commission), and Differential pricing (fully custom rates per channel, available on Professional and Enterprise plans). Most customers use Loose Parity mode to give their direct website a genuine price advantage while staying compliant with OTA rate parity clauses. The parity setting is applied at Stage 10 of the Rate Engine on every update cycle.
How does the stop-sell feature work?
A stop-sell is automatically triggered when available inventory for a specific date drops below your configured threshold (default: 3 rooms remaining). When a stop-sell is activated, Propeter closes availability on all OTA channels for that date while keeping your direct booking website open (so you capture any remaining demand at full commission-free revenue). Stop-sell thresholds can be configured per room type. You can also manually trigger a stop-sell from the Inventory Control panel at any time. All stop-sell events are logged and visible in the Channel Activity report.
How are minimum length of stay (MinLOS) restrictions applied?
Propeter applies MinLOS restrictions dynamically based on demand patterns. When the Revenue Engine detects that a high-demand date is surrounded by lower-demand dates, it may automatically apply a 2-night or 3-night minimum to prevent single-night "shoulder gap" bookings from blocking multi-night higher-value reservations. MinLOS settings can be configured as manual rules (always apply MinLOS of 2 on Saturdays, for example) or left to AI dynamic management. Manual MinLOS rules take priority over AI-suggested restrictions.
Integrations & APIs
Connecting Propeter to your PMS, channel manager, and third-party tools.
6 questions in this category
Which PMS systems does Propeter integrate with natively?
Propeter has certified native integrations with: Opera Cloud (Oracle Hospitality), Mews, Cloudbeds, Clock PMS+, eZee Absolute, and IDS Next. These integrations use two-way API connections — Propeter reads reservation data in real time and pushes rate updates back to the PMS automatically. For PMS systems not on this list, Propeter offers a universal REST API and a CSV import/export method as interim solutions while a native integration is developed. Contact your setup specialist to discuss your PMS.
Does Propeter work with channel managers, or does it connect directly to OTAs?
Propeter can work both ways. It has direct connectivity to Booking.com, Expedia, Airbnb, Agoda, and Hotels.com via their channel APIs. It also integrates with leading channel managers including SiteMinder, Cloudbeds Channel Manager, RateGain, and Lodgify — so if you already use a channel manager, Propeter can push rates through it rather than directly to each OTA. The choice depends on your existing tech stack. Direct connections are faster (rate updates reach the OTA within 5–10 minutes) but require separate OTA logins during setup.
Is there a public API I can use to build custom integrations?
Yes. Propeter provides a REST API and webhook system for custom integrations, available on Professional and Enterprise plans. The API allows you to read rate recommendations, push manual overrides, query demand forecasts, and receive real-time notifications via webhooks when rates change. Full API documentation is available in the Developer Portal (dashboard → Settings → API). API keys are generated per integration and can be scoped to read-only or read/write access. All API calls are rate-limited and logged.
How does the Xero accounting integration work?
Propeter's Xero integration automatically pushes reconciled revenue data to your Xero organisation on a nightly basis. This includes room revenue by rate plan, OTA commission costs, net revenue, and city tax collected. Transactions are categorised using your pre-configured Xero account codes and tracked codes. The integration eliminates manual revenue journal entries and ensures your Xero P&L always reflects actual performance. Setup takes approximately 20 minutes and requires Xero Admin access to authorise the OAuth connection.
What happens to my data if I disconnect a PMS or channel integration?
Disconnecting an integration does not delete any historical data in Propeter. All historical reservation and rate data already ingested remains in your account and is still available for reporting and forecasting. Rate publishing to disconnected channels will stop immediately. If you reconnect the same integration later, Propeter will perform a delta sync to catch up on any data changes that occurred during the disconnection period. You can manage active integrations in the Settings → Integrations panel.
Can Propeter receive webhooks from my PMS for real-time updates?
Yes, for PMS systems that support outbound webhooks (including Mews and Cloudbeds), Propeter can receive real-time event notifications for new reservations, cancellations, and modifications. This allows same-day occupancy changes to be reflected in the Revenue Engine within minutes rather than waiting for the next 4-hour polling cycle. For PMS systems that use polling-only APIs (such as Opera Cloud), Propeter polls on a 30-minute refresh interval outside of scheduled update cycles to capture intraday changes.
Billing & Pricing Plans
Subscription tiers, invoicing, and account management.
5 questions in this category
How is Propeter priced — is it a flat fee or percentage of revenue?
Propeter uses a flat monthly subscription model — never a percentage of your revenue. This is a deliberate design choice: we believe your RMS vendor should not benefit financially from simply charging you more as your hotel grows. Pricing is based on the number of rooms and the plan tier (Starter, Professional, Enterprise). Multi-property groups receive volume discounts on the per-property fee. Full pricing details are available on our Pricing page or by contacting our sales team for a custom quote.
What is included in the Starter, Professional, and Enterprise plans?
Starter includes: AI Revenue Engine, Rate Engine, up to 3 OTA channel connections, email support, and the mobile dashboard app. Professional adds: unlimited channel connections, competitive intelligence & compset tracking, direct booking engine, Xero integration, API access, monthly strategy calls, and custom rate plan hierarchy. Enterprise adds: white-label branding, multi-property management, custom PMS integrations, named Customer Success Manager, SLA-backed uptime guarantee, SSO, and custom reporting dashboards. All plans include unlimited user accounts and the full Rate Engine with guardrails.
Can I change my plan mid-subscription?
Yes. You can upgrade your plan at any time — the upgrade takes effect immediately and you will be charged a prorated amount for the remainder of the billing period. Downgrading is available at the end of your current billing cycle to avoid service disruption. If you downgrade from Professional to Starter, any features not included in the Starter plan (such as API access and competitive intelligence) will become unavailable, but your historical data is retained. Downgrades must be requested via the Billing screen at least 7 days before your next renewal date.
What payment methods are accepted and how are invoices issued?
Propeter accepts payment by credit card (Visa, Mastercard, Amex) and bank transfer (for annual invoiced plans on Enterprise). Invoices are issued on the 1st of each month for monthly plans and annually for annual contracts. All invoices are accessible in the Billing section of your account dashboard and are also emailed to your designated billing contact. For VAT-registered businesses in the EU and UK, VAT is applied at the applicable rate. Propeter's registered VAT number appears on all invoices.
Is there a contract commitment or can I cancel month-to-month?
Propeter is available on both monthly rolling and annual contracts. Monthly plans can be cancelled at any time with 30 days' notice — you retain access until the end of the current billing period. Annual contracts are priced at a 15–20% discount compared to monthly billing and require 60 days' notice to cancel at renewal. There are no early termination fees on annual plans if you cancel at renewal. All customer data is exportable at any time via the Settings → Data Export panel, regardless of plan or contract status.
Data Security & Privacy
How Propeter handles, protects, and governs your data.
6 questions in this category
Is Propeter GDPR-compliant?
Yes. Propeter is fully GDPR-compliant and acts as a Data Processor on behalf of your property (the Data Controller). We process only the minimum necessary data to provide the service — primarily reservation metadata (room type, arrival/departure dates, booking channel, rate paid) — and do not process guest personal data such as names, email addresses, or payment details unless you explicitly configure us to do so via the Guest Loyalty module. A Data Processing Agreement (DPA) is available to all customers and required to be signed on Enterprise plans. It covers data residency, sub-processor disclosure, and breach notification timelines.
Where is my data stored and can I choose the data residency region?
By default, all customer data is stored in EU-West (Ireland) on AWS infrastructure. Enterprise customers can request data residency in alternative regions: UK (London), US East (Virginia), or Asia Pacific (Singapore). Data residency region selection must be configured before onboarding begins, as migrating data between regions requires a migration window and brief service downtime. All data is encrypted at rest (AES-256) and in transit (TLS 1.3). Database backups are taken every 6 hours and retained for 30 days.
How do I enable two-factor authentication (2FA) for my account?
2FA can be enabled by any user in their Account Settings → Security panel. Propeter supports TOTP-based 2FA (compatible with Google Authenticator, Authy, and 1Password). Enterprise account Admins can enforce 2FA as mandatory for all users in their organisation via the Admin → Security Policy settings — once enabled, users without 2FA configured will be prompted to set it up at their next login. Backup recovery codes are provided during setup and should be stored securely. Propeter does not support SMS-based 2FA due to SIM-swap vulnerability concerns.
What happens to my data when I cancel my subscription?
Upon cancellation, your account enters a 30-day data retention window during which you can export all your data (reservations, rate history, forecasts, reports) via the Data Export tool. After 30 days, all your data is permanently and irreversibly deleted from Propeter's systems and backups. We will send two email reminders during the retention window. If you resubscribe within the 30-day window, your account is fully restored. If you need a longer retention window for regulatory reasons, contact support to arrange an extended data custody period.
Does Propeter use my hotel's data to train shared AI models?
No. Your property's reservation data, rate history, and configuration are never used to train models for other customers. The AI models trained on your data (demand forecast model, price elasticity model) are specific to your property and stored in an isolated model registry associated only with your account. Propeter does use aggregated, anonymised market-level signals (e.g., regional occupancy indices) derived from platform-wide data, but these are statistical aggregates that cannot be reverse-engineered to identify individual properties.
Is there an audit log of all actions taken in my Propeter account?
Yes. Propeter maintains a comprehensive Audit Log accessible to Admin users in Settings → Audit Log. The log captures: all user logins (with IP address and device), all rate changes (AI-driven and manual, with full reasoning), all configuration changes, all API key creations and usage, and all integration connect/disconnect events. Audit log entries are immutable — they cannot be edited or deleted by any user including Admins. The log is retained for 12 months on standard plans and up to 7 years on Enterprise plans for regulatory compliance purposes.
Channel Management
Managing OTAs, availability, and rate distribution.
5 questions in this category
Which OTA channels does Propeter connect to directly?
Propeter has certified direct connections to Booking.com (via the Connectivity Partner API), Expedia Group (Expedia, Hotels.com, Vrbo), Airbnb (via the Hospitality API), Agoda, Trip.com, and Google Hotel Ads. Additionally, Propeter integrates with SiteMinder, RateGain, and Lodgify channel managers, which provide access to 200+ additional distribution channels. The Starter plan includes up to 3 direct channel connections; Professional and Enterprise plans include unlimited connections.
How quickly do rate changes reach OTA channels after Propeter pushes them?
Rate push speeds vary by channel. Booking.com typically reflects rate changes within 5–10 minutes of a Propeter push. Expedia typically takes 10–20 minutes. Airbnb reflects changes within 15–30 minutes. Google Hotel Ads can take up to 2 hours as Google crawls and re-indexes pricing. When pushing through a channel manager (e.g., SiteMinder), add the channel manager's own processing time on top of these estimates. All rate push events are logged with timestamps in the Channel Activity report so you can verify delivery.
Can I set channel-specific rate rules or restrict certain rate plans to specific channels?
Yes, on Professional and Enterprise plans you have full channel-specific rate control. You can: restrict rate plans to specific channels (e.g., only push Non-Refundable rate to Booking.com), set per-channel commission offset adjustments, configure different minimum stay rules per channel, and set channel-specific stop-sell thresholds. Channel-specific rules are configured in the Channel Settings panel under each connected channel. This flexibility is particularly valuable for properties that negotiate different commission rates with different OTAs.
How do I handle an overbooking incident caused by a channel sync issue?
Propeter's inventory management system uses a centralised availability pool that updates in real time as reservations arrive. In the rare event of a sync failure causing an overbooking, the system will immediately send an alert to your configured admin users with the affected dates and channels. The Inventory Control panel allows you to manually close availability on specific channels instantly. For dispute resolution, Propeter's Channel Activity log provides full evidence of what was pushed, when, and to which channels — which can be submitted to the OTA as evidence if an overbooking was caused by a delay on their side.
Can Propeter manage promotions and deals pushed to OTA deal programmes?
Propeter can push promotional rates to channels that support deal-based pricing. You can configure time-limited promotions (e.g., "Flash Sale: 20% off for the next 48 hours for arrivals in March") in the Promotions panel and push them directly to supported channels including Booking.com Deals and Expedia Member Pricing. Promotions are applied as a temporary rate plan override in the Rate Engine and are automatically removed at the promotion end time, reverting to standard AI-managed rates. All promotions are logged with their financial impact on RevPAR.
Mobile App & Notifications
Managing Propeter on the go and staying informed.
5 questions in this category
What can I do from the Propeter mobile app?
The Propeter mobile app (available for iOS and Android) gives you a real-time revenue dashboard on the go. From the app you can: view today's occupancy and RevPAR vs. target, check published rates for any future date across all channels, apply or release manual rate overrides, approve or reject AI rate recommendations (on semi-automated mode), view the demand forecast calendar, receive and respond to push notifications for anomalies, and access the Rate History log. You cannot change guardrail settings or billing details from the mobile app — those actions require the full web dashboard for security reasons.
What types of push notifications does Propeter send?
Propeter sends push notifications for: Anomaly Alerts (sudden occupancy spike or drop on a future date), Rate Change Summaries (daily digest of all rate changes made overnight), Goal Achievement (when you hit a RevPAR target), Low Occupancy Warnings (when a date is tracking significantly below expected pace 14 days out), Stop-Sell Triggered (when a room type closes on a channel), and Integration Errors (PMS or channel sync failures). Each notification type can be toggled on or off individually in your Notification Preferences settings.
Is the mobile app included in all Propeter plans?
Yes. The Propeter mobile app is included at no extra cost on all plans including Starter, Professional, and Enterprise. All users on an account can install the app on their personal devices — there is no per-seat charge for mobile access. The app uses the same role-based permissions as the web dashboard, so Front Office users will see a read-only view while Revenue Managers and Admins have full interactive access. The app is available on iOS (App Store) and Android (Google Play) and supports both phone and tablet screen sizes.
Can I approve or reject AI rate recommendations manually before they publish?
Yes, if you enable Semi-Automated Mode in your Revenue Settings. In this mode, the AI generates rate recommendations on the standard 4-hour cycle but holds them for your approval before pushing to channels. You receive a push notification on your mobile app showing the proposed changes, and you can approve, adjust, or reject each recommendation with a single tap. If you do not respond within a configurable window (default: 2 hours), the system can be set to auto-approve or auto-hold. Most customers start in Semi-Automated Mode during their first 4–6 weeks before switching to Fully Automated once they are comfortable with the AI's decisions.
Can I set up notifications for my general manager or hotel owner who doesn't use Propeter daily?
Yes. You can configure email digest notifications for any user or external email address (without requiring a Propeter login). The daily revenue digest email is available as a scheduled report: it shows last night's occupancy, ADR, RevPAR, and a comparison to the same period last year and budget. You can set up weekly and monthly digest reports for owners and stakeholders who want high-level visibility without needing to access the platform directly. Report recipients do not consume a user seat in your account.
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