Service Area Update: Napa and Sonoma, Opens Marin County - Q&A

This article answers common questions from guests, owners, and vendors regarding Pillow's decision to close the Napa and Sonoma areas of Wine Country.


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Owners

Which areas will no longer be serviced by Pillow?
Sonoma and Napa.


Which new service areas will be eligible for Pillow service?
A new Marin County region between Sausalito and San Rafael.

Pink = Removed from service
Teal = Added to service



When will the change happen?

  • The last day of service for Napa and Sonoma is February 29th, 2016.
  • Marin County will be serviced from March 1, 2016. 


For properties in Napa and Sonoma that will no longer be serviced, how will the transition be handled?
Pillow will continue to book and service any reservations up until February 29th. If you are an impacted owner and do not wish to service your own guests beyond February 29th, we suggest to close your calendar from this day forward and cancel any guests that have booked a stay beyond February 29th as quickly as possible.

If you are an impacted owner and wish to service your own guests beyond February 29th, feel free to leave your calendar open and Pillow will continue to accept reservations for stays beyond February 29th, handing off all communications to you on February 29th. 


I'm an owner in Marin County and would like to use Pillow. How quickly can I start using the service?
It usually takes about 2 weeks to get everything set up to receive your first guests. 


As an owner, please reach out with further questions by submitting a request. We strive to answer all questions within 24 hours.


Guests

As a guest, will this change impact my stay?
Keep an eye on your Airbnb, HomeAway or VRBO inbox. It is up to the property owner to choose if they want to service your reservation themselves or cancel your stay. If you're in doubt, please submit a request.   


Vendors

Why is the change happening?
Pillow wants to streamline its San Francisco operations. We've found that our Managers of City Operations are better able to service properties within a limited radius. Currently, Pillow services only a handful of properties in Napa and Sonoma, making it difficult to maintain the level of service our customers need and want.


Will Pillow onboard new properties in Napa and Sonoma moving forward?
No, effective immediately Pillow will deny the request to onboard any new properties in Napa and Sonoma. Should you be asked to onboard a property in these regions - notify your supervisor. 


How will this change impact Pillow as a business?
We expect that this change will allow us to focus our resources in areas where guest demand is high, and allow us to deliver a higher level of service.


I'm a Pillow Pro in Napa / Sonoma, will I be able to still claim tasks?
You will still be able to claim tasks, however, there will be no more tasks to complete within the Napa and Sonoma areas. Instead, you may claim tasks in San Francisco or the newly created Marin County region.


As a Pillow Pro, if you have any further questions, please contact the Manager of City Operations in San Francisco.

Have more questions? Submit a request

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