FAQ
Whether you're a guest, a hotel operator, or a vendor partner — find answers to the most common questions about FRONTHOUSE below.
For Guests
What is FRONTHOUSE?
FRONTHOUSE is a booking layer built into your hotel's portal. It lets you discover and reserve local experiences — dining, excursions, nightlife, transport, wellness — directly through your hotel, without leaving the property app or searching on your own.
How do I book an experience?
Browse the experiences available at your hotel, select the one you want, choose your date and party size, and fill in your details. Payment is handled securely through Stripe. You'll receive a confirmation email immediately after booking.
What payment methods are accepted?
All major credit and debit cards are accepted via Stripe — Visa, Mastercard, American Express, and Discover. Payment is processed at the time of booking.
Will I receive a confirmation?
Yes. A confirmation email is sent to the address you provide at the time of booking. It includes your booking details, date, quantity, total paid, and a link to manage or cancel your reservation.
Can I cancel my booking?
Cancellation windows vary by experience category. Most experiences allow free cancellation up to 24 hours before the scheduled date. VIP and nightlife experiences require 72-hour notice. Transportation experiences require 6-hour notice. You'll find the specific policy on the experience page before you book.
How do I manage or cancel a booking I've already made?
Your confirmation email contains a direct link to your booking page at fronthouse.housesonhills.io/booking/[your booking ID]. From there you can review your details and cancel if you're within the cancellation window.
What if I have a special request?
There's a special request field in the booking form — use it for dietary notes, celebration details, transfer needs, or any concierge context. The vendor receives this note along with your booking.
Is my payment information secure?
Yes. Payments are processed entirely through Stripe, a PCI-DSS Level 1 certified payment processor. FRONTHOUSE never stores your card details.
For Hotels
What does FRONTHOUSE do for my property?
FRONTHOUSE gives you a hotel-branded booking portal for local experiences. Guests discover and reserve curated activities through your property's storefront — and your hotel earns a commission on every booking without managing any of the logistics.
How long does it take to go live?
Your branded portal is typically configured and live within 72 hours of your kickoff call. Vendor activation and experience listing happens in parallel during the first week.
Do I need to integrate with my PMS?
No. FRONTHOUSE operates independently of your property management system. There's no technical integration required, no staff retraining, and no IT lift.
How does the commission structure work?
Vendors pay a commission on each booking — typically 20%. Your hotel receives approximately 12% of the booking value. FRONTHOUSE takes the remaining platform fee. The exact rates are agreed during onboarding and locked in for the pilot period.
Who manages the vendors?
FRONTHOUSE sources, vets, and activates vendors in your market. You review and approve the vendor list before anything goes live. You can deactivate any vendor at any time through the operator console.
What does the operator console show me?
The operator console gives you a live view of all bookings, vendor performance, revenue generated, and commission earned. It also surfaces operational flags — like pending bookings, underperforming vendors, or experience categories with unmet demand.
What happens at the end of the pilot?
At week six you receive a board-ready pilot report: total guest spend, hotel commission earned, vendor performance breakdown, and category-level demand data. You then decide whether to continue with no automatic commitment.
How do hotels receive their commission earnings?
Commission earned during the pilot is accumulated across all guest bookings and paid out monthly via bank transfer to your property's registered account. Your Week 6 pilot report includes a full itemized payout breakdown — every booking, every vendor, every dollar earned. For properties continuing past the pilot, payouts remain on a monthly cycle with a line-item statement. You'll confirm your preferred payment details during onboarding.
Is there an upfront cost?
No. The pilot is commission-only — you pay nothing upfront. If the pilot generates revenue, a share comes back to you. If it doesn't, you haven't spent anything.
Can FRONTHOUSE support multiple properties?
Yes. For hotel groups with three or more properties, FRONTHOUSE offers a multi-property structure with a shared vendor pool, consolidated reporting, and a dedicated account contact. Contact us to discuss group pricing.
For Vendors
How do I apply to become a FRONTHOUSE partner?
Submit your application at fronthouse.housesonhills.io/vendors/apply. We review every application for fit with the current hotel and market. You'll hear back within 48 hours.
What kinds of experiences does FRONTHOUSE list?
We activate vendors across eight categories: Dining, Excursions, Nightlife, Culture, Wellness, Music, Transportation, and VIP. We look for operators who serve a premium guest profile and can fulfill bookings reliably.
What is the commission structure?
You agree to a commission rate when you apply — typically ~20%, fixed for the pilot period and reviewed at renewal. There are no listing fees, no subscription costs, and no per-click charges.
How do bookings arrive?
Bookings are delivered to you digitally with all guest details — name, party size, date, room number, and any special requests. No phone calls, no back-and-forth. The booking is confirmed and the guest has already paid.
When and how do I get paid?
Vendor payouts are reconciled monthly by FRONTHOUSE and sent directly to your registered bank account — you do not need to send an invoice. At the end of each month, FRONTHOUSE calculates your total bookings, deducts the agreed commission, and initiates the transfer. Your banking details are confirmed during onboarding before your first payout.
Can I set my own availability and capacity?
Yes. Each experience listing includes capacity and fulfillment details that you provide. If you need to block dates or adjust availability, contact your FRONTHOUSE account contact.
What happens if I need to cancel a booking?
If you're unable to fulfill a confirmed booking, notify FRONTHOUSE immediately. Guests will be refunded and notified. Repeated cancellations from the vendor side may affect your listing status.