Customize your client onboarding questions

1. 1Open Settings → Client Onboarding Questions and pick a form: Existing STR (takeover), New STR (launch), or Long-Term Rental.
2. 2Review the questions step by step — each shows what it asks and, where relevant, what the answer powers downstream.
3. 3Toggle off a question your operation doesn't need. Locked questions can't be hidden — the tooltip explains what depends on them.
4. 4Use Add custom question to ask something unique to your operation — short text, long text, or yes/no.
5. 5Save changes — the next onboarding email an owner opens uses your question set, and custom answers appear on the property's details tab.

If something's off

• If a question shows a lock icon — its answer powers something downstream — guest WiFi, the listing generator, or owner identity — so it always stays on the form.
• If a question shows an amber warning when toggled off — hiding it has a consequence (for example, the launch checklist will assume the owner doesn't have the item and create the task every time). You can still hide it — just know the trade.
• If you haven't changed anything yet — owners get the proven default questionnaire — the same battle-tested set refined across dozens of real onboardings.
• If you don't see the page — Client Onboarding Questions is admin-only — ask an organization owner or admin to make the change.
• If an owner has an alarm system as well as a door lock — the New STR form asks for both, in two different places: Security System Brand sits with the alarm status and code on the Access & Safety step, and Smart Lock Brand/Model sits with the door lock on Infrastructure. Turning the security question off hides the brand box with it, so the owner is left with only the lock box to type an alarm brand into.

Related guides

• Publish a listing with the Go-Live pipeline
• Add your first property