Change of Ownership

What is a Change of Ownership?

Change of ownerships occur often and it's important to make sure we meet the needs of both the existing owner and the new owner. To do this we have two surveys that need to be completed. One is filled in by the existing owner and one is filled in by the new owner.

Starting off the process

First we need to confirm with the existing owner if a there is in fact a change of ownership. Once confirmed we'll need to send the surveys below to the existing owner and the new owner.

The new owner:  

The current owner:

When do I proceed?

We can only begin the change of ownership once both surveys are completed.

Where do they go?


Never CLEAR CHECKLIST at the bottom left of the checklist when you do Change of Ownerships.

Only click on CHANGE OF OWNERSHIP and add the e-mail addresses.   This will clear MOST of the checklist, but not everything. (it will  leave dates next to QC and Invoicing).

Change of ownership surveys are added to the Sales Trello. The New Owner card is kept on the Sales Trello, The Old Owner card needs to be archived.

Allocating of Change Of Ownerships

Change Of Ownerships are handed out by the Sales Manager or Team  Leaders. The information captured in the surveys will be added to Touch.

Checks to be completed

1) Do they owe us money, if yes, who will be settling the outstanding balance?

2) Is there a Payment Gateway linked?, If yes, will they be applying for their own?

When the Change Of Ownership is applied in the checklist the password  doesn't automatically reset! Make sure the password reset is done when  the checklist is set. You can ask a Manager, Team Leader or a Technician  to reset the password in the event of an emergency.

Is the property currently on PayBridge?

N.B!!! This has to be done on the day the change of ownership  occurs, as the old owner would still need to receive payments made to  them while they are in charge of the property.

If the property is with PayBridge, confirm with the new owner if they  would like to continue using PayBridge or not. When there is a change  of ownership, we require the new owners to re-apply with PayBridge to  check whether they are good payers.

  • Should the new owner want to use PayBridge, set a follow up for  the consultant who deals with PayBridge so that they can send them the  application forms.
  • If the new owner does not want to use PayBridge, you can remove  the gateway option on their support page on the day of transfer.

The PayBridge banking details will have to be cleared before the  change of ownership occurs to ensure that payments are not made into the  old owners account. Ask Senior Developer or Technical Director to clear  the banking details. Also ensure that you update the banking details in  the setup, under step 4 - deposit and booking policy.

The current contact details can be viewed under the gateway section on their support page.

If no bank details have been entered in Webview, then the 1st SMS  with the security code will go to the number in the Setup under step 1 -  basic setup. The first time you enter banking details, the  establishment specify the number to use for changes afterwards.(This  doesn't have to be the same as setup)

With that security code, the establishment can update the banking  details, and at the same time, the cellphone number and email address  where the code should be sent to in future -- so it cannot be changed  again by just changing the SMS number in the Setup program.

If the old owner will be sitting with the new owner on the day of  transfer, then the details can be changed while they are there. Old  owner receives the security code, and the new owner updates the contact  and banking details in webview.

Requesting QC

On the checklist there will already be a date of previous QC which we can't remove.  Therefore please send the QC consultant an e-mail or follow-up to request a QC for a Change of Ownership.


The new owner needs to go through the terms of use, view the sites  they are currently connected to and the payment methods through the  respective sites. This way, there are no surprises for them when a  booking occurs with deductions on payment or commission owed to the  sites. It will also indicate to them which sites they are currently  linked to through us.

The new owner should follow up with the partners to advise there  is a change of ownership for the channels record purposes, and to go  through training if applicable.

If the property would like to be removed from a respective  partner site, either action it on your side or advise them to cancel  with the channel directly.


N.B!!! Do not remove the old owner's contact details without  saving it as a contact, in case we need to get hold of them for payment  or any other queries. 

Remember to update the contact information in touch for the new owner, as well as storing the old owner's contact information on the day of transfer.

1. Add the old owner info to Touch as a new contact.

2. In the DESIGNATION field input “Previous Owners”

3. Update Touch with the new owner’s details.

4. If there is a different person who will pay the invoice and/or managing the account, remember to capture that in touch.  


When change of ownerships occur the clients account is generally on an older version or could potentially have an existing integration to a PMS. Below is a guideline on what steps to follow.