Below is a list of the most commonly asked questions to guide you through the onboarding process with Felix. If your question isn't listed here, feel free to reach out to our team directly.


1. Onboarding & Account Setup

1.1 What do I need to complete before adding properties?
You must complete the onboarding form first. Only then can you begin adding properties through the Add Property Form.


1.2 What compliance documents must I provide?
You’ll need to supply final versions of:

  • Terms & Conditions

  • Cancellation Policy

  • Website Privacy Policy

  • Website Terms of Service


1.3 Are compliance document templates provided by Felix?
Yes, Felix provides templates, but they must be customised, reviewed internally, and approved before submission.


1.4 How do I customise the templates?
Copy the text into Word, Google Docs, or a similar tool. Replace all mentions of “COMPANY” with your brand name and adjust as needed.


1.5 How do I submit the completed compliance documents?
Paste the final approved versions into the corresponding fields in the onboarding form.


1.6 Can Felix help with customising documents?
We can offer guidance, but your team must handle brand-specific or legal customisation.


2. Financial Setup & Trust Accounts


2.1 What is the trust account used for?
The trust account receives all guest booking payments (EFT, Airbnb, Stripe, etc.) and is used for reconciliation and trust accounting.


2.2 What level of access does Felix need (only relates to trust accounting managed service clients)?
Felix requires read-only access to reconcile daily transactions.


2.3 How do I grant read-only access (only relates to trust accounting managed service clients) ?
This varies by bank. Reach out to your bank or see our documentation for instructions.


2.4 What is an ABA file and why is it needed?
ABA files allow you to process bulk disbursements (e.g. owner payouts, cleaner fees) from your trust account.


2.5 What settings are needed to generate ABA files?
Provide the Remitter Name, User ID, File Description, and Batch File Limit.


2.6 What if I don’t provide ABA access?
You’ll need to manually process all monthly disbursements.


2.7 Can owners be paid to overseas accounts?
No. ABA files only support Australian bank accounts. Owners must provide an Australian account.


3. Property Listings


3.1 What’s the minimum information needed to list a property?

  • 8+ high-quality photos

  • Property name and description

  • House rules

  • Summary and neighbourhood details

  • Features and amenities

  • Pricing, fees, and occupancy

  • Owner payout details

  • Cancellation policy

  • Check-in type

  • Blackout dates or maintenance periods


3.2 How do I add a property?
Once onboarding is complete, use the Add Property Form via the Felix dashboard.


3.3 Can I list my property on multiple OTAs?
Yes, Felix supports Airbnb, VRBO, Booking.com, Google, and more.


3.4 What if required fields are missing?
Your property won’t go live until all required fields are complete.


3.5 How do I enter blackout dates or maintenance holds?
Submit this via the owner portal before going live, or update later via the Felix dashboard.


4. Payment Gateway / Stripe


4.1 Can I assign different roles to Stripe users?
Yes. Each batch of invitations supports one role type. Invite separately for varied roles.


4.2 Does Felix need access to my Stripe account?
Yes, we need to be set up as an admin user in order to be able to set up the integration with your Stripe account. Once the integration is complete, you may rescind our access. However, if you are a managed service client, we will require a permanent login.


5. Email Settings

5.1 Do I need a dedicated email for Felix communications?
Yes. Create an inbox like stays@yourbrand.com to manage guest and system messages.


5.2 Can Felix send emails from my brand?
Yes, but you must enable SMTP AUTH and allow email forwarding.


5.3 Why isn’t email forwarding working?
There may be admin-level restrictions. Contact your email provider to resolve this.


6. Policies & Settings


6.1 Can I set my own cancellation policy?
Yes.


6.2 Can I include a security bond?
Yes. Pre-authorisations are supported for both OTA and direct bookings.


6.3 Can I charge different fees during peak periods?
No, all fees set up in Felix and pushed to the channels are for all periods - there are no day-specific or period-specific fees. However, rates can be adjusted either manually in Felix, or automatically if using Pricelabs to account for peak period demand.


6.4 What if guests break house rules?
You can charge penalties, evict guests, or deduct from the bond per your terms and conditions.


7. General


7.1 Who do I contact for onboarding help?
Your Felix onboarding contact, or email help@getfelix.com.au.


7.2 Can Felix re-write my property descriptions?
Not during onboarding as there isn't sufficient time. We use your existing listing descriptions and help ensure they’re consistent across channels.


7.3 Do property images need a specific format?
Yes. Use high-res, landscape-oriented JPG or PNG files, ideally 1200px wide. File sizes must be between 200KB and 5MB.


7.4 Can I update property details after going live?
Yes. Use the Felix dashboard to make edits anytime.


7.5 How long does it take for a new property to go live?
If details are completed in full and compliant, listings go live within 2 business days after approval and checklists are completed, though the process takes an additional 24 to 48 hours for VRBO.


8. Channels

8.1 How are OTA channel fees handled?
To ensure equal payouts across platforms, Felix applies a rate uplift per channel. For example, Airbnb charges 15% commission, so for Australian clients Felix uplifts rates by 17.65% (if you are not registered for GST, this becomes 16.5% and 20% respectively). For NZ clients, it is more complicated due to GST legislation and we require the decision on uplifts to be made by the client. Cleaning fees are also uplifted to cover commission on the total booking, but then reduced to the correct amount at check-out. This ensures that regardless of the booking source, the owner's net payout remains the same.


Still need help?
Our team is here to support you through every step of the onboarding process. Reach out anytime – we’re happy to help!