Booking Volume
To be populated with actual Streamline data during discovery
📊
Booking Data — Pending Streamline Access
Once we have access to your Streamline account, we will populate this section with actual booking volume data — total reservations, monthly distribution, seasonal patterns, and regional breakdowns across your 519-unit portfolio.
Total Units
519
Confirmed portfolio size
Total Bookings
—
Pending Streamline data
Peak Month
—
Pending Streamline data
Peak-to-Low Ratio
—
Pending Streamline data
Bookings Per Unit
To be populated with actual Streamline data during discovery
📈
Per-Unit Intensity — Pending Streamline Access
This section will show bookings per unit per month across your portfolio — revealing the seasonal staffing demand curve that our shared services model is designed to absorb. Actual figures will be calculated from your Streamline reservation data during onboarding.
Why This Data Matters
Maine's seasonal demand swing determines how many agent-equivalents we allocate from our shared pool each month. Once we have your actual booking data, we'll calibrate our coverage plan precisely — ensuring you're never under-covered during peak and never overpaying during off-season. Our flat per-unit pricing absorbs the entire swing regardless.
Our Solution for Tides to Pines
Full guest communication takeover — text + voice — via Extenteam shared services model · Covering all 519 units across 6+ OTA channels
Coverage
Text + Voice
Full 24/7 across all channels
Portfolio
519 Units
All properties under one contract
How It Works — 5-Step Flow
01
Guest Sends Message
Via Airbnb, VRBO, Marriott H&V, Booking.com, Whimstay, Hopper, phone, or direct email
→
02
Extenteam Captures
Messages pulled directly from OTA source (Airbnb, VRBO). Other channels (Marriott H&V, Booking, etc.) via email relay to Extenteam
→
03
Extenteam Responds
Shared services agent picks up, accesses reservation data via Streamline user account, responds with AI assist + human review
→
04
Ops If Needed
Maintenance requests created in Streamline. Payments collected. Reservations modified as needed.
→
05
Escalation or Resolution
Complex issues escalated to regional POC or property owner's local contact. Routine items resolved and closed.
Agent Model & Coverage
Streamline Experienced (140+ Clients)
Our agents operate inside your Streamline via dedicated user accounts — managing reservations, pulling guest data, and creating maintenance requests. 140+ Streamline clients served — zero learning curve on your PMS.
24/7/365 Coverage — Text & Voice
Around-the-clock coverage every day of the year — no gaps during holidays, weekends, or overnight hours. All inbound calls answered live by trained agents.
STR Trained & Casago Approved
All agents trained in STR guest ops — check-in issues, lockouts, amenity questions, maintenance, policy FAQs. Approved Casago network vendor.
6+ OTA Channels Unified
Airbnb, VRBO, Marriott Homes & Villas, Booking.com, Whimstay, Hopper, and direct/website — all handled by one team under one contract.
Regional Escalation Routing
Issues routed to the correct local point of contact based on your escalation structure. Paths configured per your policies during onboarding.
Zero Coverage Gaps — Ever
No sick days. No PTO. No call-outs. No gaps in coverage — ever. Our shared services model means your guests are always covered, 24/7/365, regardless of holidays, weekends, or staffing changes. Unlike dedicated team members who create single points of failure, our shared pool guarantees uninterrupted service at all times.
Pricing
Flat per-unit monthly pricing · Includes text, voice, and all OTA coverage · No seasonal surcharges
Tailwind 24 — Full Coverage
24/7/365 text messaging + live voice support across all OTA channels, email, and phone
$25 / unit / month
519 units × $25 = $12,975/mo · $155,700/yr
Included in Full Coverage
- Full guest messaging takeover across all OTA channels
- All inbound phone calls answered live 24/7
- 6+ OTA channels — Airbnb, VRBO, Marriott H&V, Booking.com, Whimstay, Hopper
- Email relay for non-API channels
- Reservation modifications in Streamline
- Maintenance request creation
- Emergency escalation call trees by region
- Real-time company announcements to agents
- Property-level knowledge base (519 units)
- Regional data reporting (weekly + monthly)
- Quarterly business reviews
Onboarding Fee
25%
of first monthly invoice ($3,243.75)
One-time fee covering property data import, knowledge base setup, agent training, OTA configuration, and workflow calibration for 519 units.
Contract Term
12 Months
Annual commitment
Flat monthly rate locked for the full term. Your cost stays constant while we flex resources to match seasonal demand — you pay the same in December as in July.
Onboarding fee of 25% of first invoice is a one-time charge. Monthly rate of $25/unit remains flat for the full 12-month contract term regardless of seasonal volume.
Pricing Context
At $25/unit/mo for a combined text + voice solution covering 519 units across 6+ channels with zero coverage gaps, this pricing absorbs Maine's extreme seasonal demand swings without requiring local hiring. Pricing reflects volume scale appropriate for a 500+ unit portfolio with Casago vendor relationship.
Coverage Plan
Estimated agent-equivalents allocated from our shared pool based on your booking volume patterns
SLA Ramp-Up Period
Due to the scale of onboarding 519 units simultaneously, SLA standards will not be enforced during the first six weeks of the engagement (through approximately mid-June 2026). During this period, we will be actively calibrating workflows and establishing performance baselines. SLA measurement and accountability begin Week 7 onwards.
Estimated Agent-Equivalents by Month
From our shared pool · Exact volumes to be calibrated with actual Streamline booking data during onboarding
These are estimated agent-equivalents, not guaranteed headcount. As a shared services model, your portfolio draws from our broader agent pool. This allows us to absorb peak surges without idle capacity during slow months.
Model Assumptions
Volume Inputs
Total units: 519
Annual bookings: Pending Streamline data
Contacts per booking (avg): 8–12
Peak month: Expected July
Low month: Expected Dec–Jan
Agent Capacity
Conversations/agent/day: 120–160
Monthly capacity/agent: ~3,500
Utilization target: 80–85%
Coverage model: Shared pool
Operating hours: 24/7/365
Why Extenteam
How we compare to the other providers you're evaluating
| Evaluation Criteria | Extenteam | TelloStaff |
|---|
| Over 60K Units Serviced | ✓ | ✗ |
| Over a Decade of VR/STR Experience | ✓ | ✗ |
| Approved Casago Vendor | ✓ | ✗ |
| Streamline Expertise (140+ Clients Served) | ✓ | ✗ |
| Flat Per-Unit Pricing (Absorbs Seasonal Swings) | ✓ | ✗ (per agent/hourly) |
| Shared Services Model (Zero Coverage Gaps) | ✓ | ✗ (dedicated staff) |
| No Sick Days / PTO / Call-Outs | ✓ | ✗ |
| 100% STR-Focused (No Generic Call Center) | ✓ | ✗ |
| Text + Voice Under One Contract | ✓ | ? |
| AI-Assisted Responses | ✓ | ✗ |
| Vacasa-Scale Portfolio Transition Experience | ✓ | ✗ |
Vacation Rental DNA
We speak Streamline, Airbnb, VRBO, and Marriott natively. Our agents are trained on STR operations, not generic customer service.
Elastic Workforce
Our shared services model matches Maine's extreme seasonal demand swing. When summer demand spikes, we scale without you hiring anyone.
Casago Network Trusted
As a preferred Casago vendor, we understand the franchise model, operational standards, and reporting expectations your network requires.
Next Steps
Target go-live: May 1 · All 519 units live simultaneously
Implementation Timeline
Agreement & Kickoff
Agreement signed. Dedicated onboarding specialist assigned. Streamline account access granted.
Discovery & Data Import
Bulk property import for 519 units. OTA connections configured. Policies and workflows finalized. Regional escalation paths defined.
Knowledge Base & Training
Property-level details loaded for all 519 units. Agent team briefed on brand voice, Vacasa transition context, Marriott H&V standards. Emergency protocols tested.
Go-Live — All 519 Units
24/7 coverage activated across all properties and all channels. Coincides with Vacasa transition and Joe's COO start. Daily check-ins during first week. SLAs not enforced during initial 6-week ramp.
Peak Season
Summer surge absorbed by elastic shared services model. SLA measurement begins mid-June (~6 weeks post go-live). Regional reporting active. Monthly performance reviews with leadership.
Assessment & 2027 Planning
Full performance review, volume data analysis, and strategic planning for year two.
Action Items
Extenteam
Deliver final proposal
This week
Molly + Joe
Confirm scope and authorize engagement
By end of next week
Paige + Team
Provide Streamline access credentials and OTA email forwarding setup
Upon signing
Both Teams
Begin onboarding sprint — target April 1 kickoff
April 1
Extenteam
Go-live — all 519 units covered
May 1
Items Needed From Tides to Pines
○
Streamline account access (user credentials for Extenteam team)
For reservation management and property data import
○
OTA email forwarding configuration (Marriott H&V, Booking, Whimstay, Hopper)
So non-API channel messages route to Extenteam
○
Local POC list by area + property owner contacts where applicable
For escalation routing setup
○
Scope confirmation and agreement
Currently scoping for 519 units, May 1 go-live. 12-month annual contract.
Ready to Go Live
Peak season starts in weeks. All 519 units fully covered before summer.
Maine Market Intelligence
Key data points on the Midcoast and Northern Maine STR market that inform this proposal
Active STR Listings — Midcoast
2,500+
Knox, Lincoln, Waldo counties
Peak Season Occupancy
75–85%
June – August
Off-Season Occupancy
12–20%
November – April
Midcoast ADR (Peak)
$325+
Average daily rate, Jun–Aug
Seasonal Concentration
Maine STR revenue is heavily concentrated in a 12–14 week window. Approximately 50% of annual bookings occur June through August. This creates a communication staffing challenge that is extremely difficult to solve with local hires alone — the labor shortage in coastal Maine makes seasonal recruiting even harder.
Midcoast Transformation
Communities like Rockland and Camden are evolving from seasonal tourist towns into year-round destinations attracting a different demographic — higher expectations, longer shoulder season stays, and demand for boutique-level service. Rockland in particular is drawing value-seeking buyers with moderate price growth and strong amenities.
Marriott H&V Significance
Tides to Pines' recently secured Marriott Homes & Villas approval positions the portfolio at the premium tier of Maine's STR market. Marriott guests carry significantly higher service expectations — response time, communication tone, and issue resolution speed directly impact your standing on this channel.
Geographic Spread Challenge
With properties across Mid-Coast and Northern Maine, the portfolio spans diverse micro-markets. WiFi reliability, access methods (keypads vs. physical keys), local vendor networks, and cell coverage can vary significantly between locations — all generating unique communication patterns that our team learns and adapts to.
Vacasa Portfolio Context
The ~450 properties transitioning from Vacasa represent a significant portion of Maine's professionally managed STR inventory. Returning guests will encounter new branding and new contacts on May 1. The first 60–90 days of this transition will carry above-baseline inquiry volume as guests adjust.
Maine Labor Reality
Coastal Maine faces a well-documented labor shortage, particularly for front-line hospitality roles. Seasonal hiring cycles compound the problem — by the time staff are trained for summer, the season is half over. An elastic remote workforce bypasses this constraint entirely.
Sources: Maine Association of Realtors 2025–2026 market data, AirROI STR analytics, Penobscot Bay Regional Chamber of Commerce, Dwelling in Maine market reports. Booking volume projections based on industry benchmarks applied to Maine seasonal occupancy patterns.
