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Welcome to Tailwind's Partner Knowledge Base! 

Tailwind Customer Knowledge Base

Onboarding

How to deactivate a user ?

How to add new users

Changing Your Subscription

How to setup Operation Hours for Tailwind?

Information regarding your Company and Operation hours

Company Info

Properties & Coverage

Properties - Merge Suggestions

Property section on your Tailwind account

Properties

Google - Mail

Email Connection

Apple - Mail

Connections 

Actions - Booking Management

Actions - Check-In & Check-Out Requests

Actions - Special Requests & Guest Relocation

Actions - Guest Approvals & Payments

Actions

Default Policies

Creating Custom Policies

Good vs Bad Policy Examples

Policies

iTrip

Streamline VRS

Mews

Ciirus

Official PMS Integration with Tailwind

Hospitable Integration Guide

Hostaway Integration Guide

This collection is dedicated to the Property management systens

Property Management Systems

HomeToGo - Guest Communication

Expedia - Guest Communication

Booking.com - Guest Communication

Homes & Villas by Marriott - Guest Communication

Airbnb - Connection & Guest Communication

VRBO - Connection & Guest Communication

This section is dedicated to OTA's that are not integrated with Tailwind

OTA's

This documentation outlines Tailwind's standardized approach for classifying and responding to guest issues. It serves as our default framework that ensures consistent, professional handling of emergencies across all properties we…

Tailwind Emergency Response Standards - Overview

These situations require immediate action and escalation to property management. Our team is trained to handle these emergencies swiftly while keeping both guest safety and property protection as top priorities.

Major Emergencies (Immediate Escalation Required)

These situations don't require immediate escalation but need to be documented and communicated to property management for scheduling appropriate service. We handle these with care while keeping you informed.

Minor Issues (Notify Partner, Continue Monitoring)

This outlines our step-by-step approach when emergencies require your immediate attention. We balance urgency with respect for your time, ensuring you're contacted appropriately based on the situation's severity.

Our Standard Escalation Process

At Tailwind, we prioritize clear and respectful communication with all guests. This guide outlines our language protocol to ensure every guest receives responses in their preferred language, creating a more…

Guest Communication Language Standards

Tailwind Fair Usage Policy

Standardized framework for classifying and responding to guest issues ensures consistent, professional emergency handling across all managed properties.

Tailwind Standard Policies and Workflows

What are the Operation Hours for Tailwind?

What is prorated billing?

Porting Out Phone Numbers

Other Supported Providers -  IMAP/SMTP

How Combined and Individual Units Impact Your Billing

Viewing Your Charges & Invoices

Cancellations

Accessing Subscription

How Soon Can I Go Live?

Temporary Changes to Coverage Hours

SLA for Phone Calls

Standard SLA for Tailwind

Tailwind Policy: Proactive vs. Reactive Guest Support

Updating the Airbnb Phone Number with Tailwind

Upgrading from Growth to Pro Package

How Does Tailwind Communicate with My Team?

How Do Tailwind Agents Handle Property-Specific Inquiries?

Handling Bad Reviews Due to Communication Errors

What is the Priority Inbox?

How Team Members Handle Guest Messages on Tailwind

How Can I Add Useful Information to My Properties’ Notes for the Team?

How Can I Provide Feedback to Improve Tailwind’s Service?

What Happens After Onboarding?

What Happens if Incorrect Information Is Given to a Guest?

What Should I Do If I Do Not Receive a Response from a Team Member?

Will Guests Know They’re Speaking to an External Team?

Does Tailwind Support All Property Management Systems?

Does Tailwind Offer 24/7/365 Guest Communication?

Creating a Tailwind Account

Can Tailwind agents respond in other languages besides English?

How Can I Request a Dedicated Team Member for My Account?

What Should I Do If I Need to Update My Guest Communication Email?

How Do I Integrate a New Property Management System with Tailwind?

What Should I Do If I Notice a Billing Discrepancy on My Account?

How Can I Request a Feature to Be Added to Tailwind?

What Steps Should I Take to Prepare for a Peak Season with Tailwind?

What Should I Do If I Need to Temporarily Pause Tailwind Services?

Can the Tailwind team download an app and assist me with it?

What Should I Do If My Team Member Is Not Following My Processes?

What Are the Steps to Go Live with Tailwind?

Can I Use Tailwind Without a Property Management System (PMS)?

How does off hours package work?

What Happens to Guest Messages Sent Outside Tailwind's Operating Hours?

How to communicate with the Tailwind team?

FAQ's

Find answers and get help from Intercom Support and Community Experts

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