You've got questions, we've got answers!
Once you fill in all the points of contact, policies, workflows, and connect your properties to our platform, we can go live immediately. On average, filling out the portal takes between 3-7 days.
Once you fill in all the necessary information and connect your properties, you will select your go-live date and enable coverage for the units that you want the Tailwind team to handle guest communication for.
Once you create an account, click on Employees > Create New, and you can add as many people as you like to our platform.
From the Employees section, click on the Deactivate button to disallow any access.
This means there is a technical issue, as we pull in properties directly from OTA accounts or property management systems. Please email tailwind@extenteam.com for further assistance.
We pull in properties directly from your property management system or OTA account. Any additions to those platforms will sync into our platform simultaneously. You just need to click on enable coverage in the Properties section.
If incorrect information is given to a guest, please notify our support team immediately at tailwind@extenteam.com. We will take action to correct the information and ensure proper follow-up communication with the guest to resolve the issue.
We take guest satisfaction seriously. If a communication error leads to a bad review, we will analyze the issue, implement measures to prevent future occurrences, and assist in drafting a response to the review that addresses the guest’s concerns.
Please email tailwind@extenteam.com for any cancellations. We require a written request, and our team will process your cancellation or pause request promptly.
To port in numbers, please send a request to tailwind@extenteam.com. The process typically takes between 10-15 days.
To port out numbers, send a request to tailwind@extenteam.com. The process generally takes about 10-15 days to complete.
No, we will use your current systems by asking you to add us with additional login credentials. We have diverse team expertise in the most used PMS and accounting softwares available.
Yes, for an additional charge we can have a one time project separated from the recurring accounting processes, where we will assess your books and determine all that needs to be done.
You will have a principal Point of Contact (POC) who will be addressing all your needs, and a team backup and senior support for internal revisions. We will schedule periodic meetings to address any questions, and will maintain email communication as needed.
No, we will not advise or file any requirement for the IRS.
No, we will require view-only bank access so we won’t touch your money. For owner distributions we will prepare all periodic reports to be reviewed and approved by you
For non-specialized roles, we source, interview and hire within 14 days of a signed agreement. An onboarding call is scheduled shortly after, and at that time, the new team member is ready to begin training with you. For specialized roles, the process takes about 21 days. Our Tailwind 24/7 guest-communications service onboards in under 7 days.
All of our new Extenteam team members go through our Extenteam University training.
This program was developed by the Kennedy Training Network, and customized by our our internal training team, as a series of self-paced training courses that introduce our team members to different topics including:
Our superpower is finding the right fit for you based on a comprehensive needs analysis, high-quality job description, and in-depth screening and interviewing. That said, if at any time during the onboarding call or initial training period with your Extenteam member, you don’t feel like it’s the right fit, we’ll work with you to find a solution.
Our dedicated Partner Success team is just that: dedicated to your success! You can reach the team with questions, concerns, shout-outs, feedback or anything else you think of, at support@extenteam.com.
We’re 100% dedicated to your satisfaction. If things aren’t working out with your Extenteam team member, for any reason, we’ll work with you to understand why the team-up was not optimal. And if you decide you want a replacement team member, we’ll partner with you to find that person. And, of course, we’ll waive the onboarding fee for your replacement team member.
Extenteam utilizes a shared security model. Our partners’ sensitive data itself is hosted and protected on our partners’ end, rather than ours. What we protect is how data is processed or handled by our team members, and we have rigorous security controls in place to ensure secure data handling. You can find more information on our data protection policy here.
No. We’re proud to say, our team members have a great benefits package through Extenteam, which includes full health insurance and paid time off. However, we do have some partners who offer select company benefits to their Extenteam team members. It’s entirely up to the partner, but either way, your Extenteam team members are covered.
Yes, you’re not tied down to any long commitments if you’re on a month-to-month contract. We do require a 30-day written notice prior to termination. Annual contracts can be canceled after the duration of the contract. If a partner is experiencing issues with a specific team member on an annual contract, we will work with them to find a better-suited replacement, and commit to ongoing Partner Success support for the duration of the contract.
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"We're about to add another 17 units to our portfolio, I feel more comfortable knowing that it's very easy and quick that if we need to pivot and get somebody fast to keep up with the growth we can do that. Extenteam does allow us to grow."
Extenteam streamlines operations for Property Managers by providing top global talent and innovative software solutions, all while maintaining a “service-first” approach to drive success and efficiency.
