1. Scope of Service
What STR Engine does
STR Engine provides operational support for short-term-rental portfolios through monitoring, coordination,
issue handling support, structured workflow execution, and connected-system operations where applicable.
Depending on the service setup, this may include guest communication operations, reservation and PMS monitoring,
turnover coordination, maintenance triage, review support, escalation visibility, and workflow handling involving APIs,
webhooks, portal access, and related operational integrations.
STR Engine does not replace the client’s Property Management System, does not act as a channel manager,
does not perform pricing or revenue management, does not provide listing management, does not perform
cleaning or maintenance labor, and does not act as the property manager of record.
2. Operational Model
Automation-led, with human judgment where needed
STR Engine is designed to improve operational execution through structured automation supported by human review
where judgment matters.
The client acknowledges that not every event, message, system alert, API event, webhook event, or integration signal
is manually reviewed. Human oversight is selective, context-based, and dependent on workflow design and escalation thresholds.
3. Client Scope & Responsibilities
The client remains the operator
The client retains full ownership and responsibility over their short-term-rental operations. STR Engine provides
operational support through monitoring, coordination, and structured execution, but does not assume control of
the business or its outcomes.
- Property condition and compliance. The client is responsible for ensuring each property is safe, functional, guest-ready, and compliant with all applicable laws, permits, rules, and operating requirements.
- Listings and policies. The client is responsible for listing accuracy, amenity descriptions, house rules, cancellation terms, refund policies, and any guest-facing business policies.
- Vendors and field execution. The client is responsible for hiring, vetting, managing, and paying cleaners, technicians, maintenance providers, contractors, and any other third-party vendors.
- Dispatch and approval authority. The client retains final authority over repairs, dispatch decisions, replacement approvals, refunds, credits, and other material operational actions unless otherwise expressly delegated in writing.
- PMS and booking configuration. The client is responsible for PMS configuration, calendar settings, channel connectivity, pricing, inventory logic, booking rules, and reservation data accuracy.
- Access and credentials. The client is responsible for granting and maintaining appropriate system access, safeguarding credentials, and controlling who receives links, tokens, logins, or account permissions.
- API and webhook control. The client is responsible for the setup, accuracy, permissions, routing, and security posture of API keys, secrets, webhook endpoints, callback URLs, connected accounts, and integration paths under the client’s control or authorization.
- Response to escalations. The client agrees to respond to escalations, approval requests, or issue notices in a timely manner when client input is needed for execution.
- Final operational authority. All final decisions regarding property operations, vendor actions, guest handling outcomes, and issue resolution remain under the client’s authority.
STR Engine supports execution. The client remains responsible for the business, the property, and the final outcome of operational decisions, including the security of connected access paths under the client’s control.
4. Maintenance Triage
Troubleshoot first. Dispatch only when needed.
Maintenance support provided by STR Engine is designed to reduce avoidable dispatches and improve escalation quality.
STR Engine may assist with issue intake, troubleshooting steps, equipment-specific guidance where available,
vendor coordination, and escalation context.
- STR Engine does not perform repairs or physical inspections.
- Triage guidance is operational and advisory in nature.
- The client remains responsible for approving repair activity, accepting service costs, and determining whether a field dispatch should proceed.
5. PMS, APIs & Third-Party Systems
Your systems remain your systems of record
STR Engine may rely on third-party tools, including PMS platforms, communication tools, databases, workflow systems,
hosting services, analytics tools, client-provided integrations, APIs, and webhook-connected services.
STR Engine does not control the uptime, data accuracy, performance, security posture, availability, delivery success,
or behavior of third-party systems, APIs, or webhook destinations.
STR Engine is not responsible for losses or disruptions caused by PMS outages, integration failures,
delayed sync, duplicate reservations, API failures, webhook failures, third-party platform changes,
messaging platform errors, or client-side configuration issues.
6. Access, Credentials & Integration Security
Operational access security remains a shared boundary
Where the service involves portal access, token-based authentication, API connectivity, webhook-based workflow handling,
or other connected credentials, those access paths are part of the operational security model.
- The client is responsible for controlling who receives access links, credentials, API keys, secrets, tokens, login details, or integration permissions.
- The client is responsible for protecting webhook endpoints, callback URLs, API credentials, connected accounts, and related systems under the client’s direct control.
- The client must notify STR Engine promptly if credentials, tokens, webhook routes, API access, or other operational access paths are believed to be compromised, exposed, misrouted, or shared improperly.
- STR Engine may suspend, rotate, revoke, restrict, or reconfigure access where reasonably necessary to protect the service or the client environment.
STR Engine is not liable for losses resulting from client-side credential misuse, insecure storage of access details,
exposed API keys or secrets, misconfigured webhook endpoints, unauthorized sharing of portal access,
or security failures in connected systems under the client’s control.
7. Fees & Billing
Service fees and payment expectations
The client agrees to pay all service fees, implementation fees, recurring subscription fees, or other charges
according to the applicable proposal, service agreement, invoice, or pricing schedule in effect at the time of engagement.
8. No Guarantees
Operational support is not a guarantee of business outcomes
STR Engine does not guarantee revenue growth, occupancy levels, review scores, cost savings, response times from third-party vendors,
elimination of booking conflicts, prevention of guest complaints, uninterrupted workflow performance, uninterrupted API availability,
or successful delivery of all webhook-based events.
9. Liability Limits
Reasonable limits aligned to service scope
To the maximum extent permitted by law, STR Engine will not be liable for indirect, incidental, consequential, special,
exemplary, or punitive damages.
STR Engine’s total aggregate liability for any claim arising out of or relating to the service will not exceed the total
fees paid by the client to STR Engine during the three (3) months immediately preceding the event giving rise to the claim.
10. Termination
Ending service
Either party may terminate the service relationship by giving at least thirty (30) days’ prior written notice,
unless a separate signed agreement states otherwise.
11. General Terms
Standard legal conditions
- Service changes. STR Engine may improve, adjust, replace, suspend, or retire parts of the service from time to time.
- Confidentiality. Each party agrees to treat non-public operational, technical, and business information shared during the relationship as confidential.
- Intellectual property. STR Engine retains all rights in its systems, workflows, documentation, templates, service architecture, and internal operating methods unless otherwise agreed in writing.
