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Love the OR crew! Thanks for working through all the mirad of cascading issues and for taking time away from your vacation to set things right. Stuff happens its what you do when the _____ hits that fan that matters. Great example for all of us OR. Kuddos!
We are aware of the issue with dropped Booking.com bookings and are investigating as to the best resolution.
My Booking.com reservations from yesterday are still not showing in the system. What should I do?
I am happy about the communication I am seeing here from Owner Rez. To all the owners who had "no access to their calendar" during this time- this is a highlight for you. You are responsible for your own system of backup for your calendar. Yes, Owner Rez is our "master calendar" but all businesses need to have backup systems in place. Just like I have a generator here for my home/business (and vacation rental) should the local power company "go down", I have a complete calendar for all properties, offline, at all times. Owner Rez will do their fact finding and possibly implement additional measures if needed, but bottom line is outages occur, and are not always the fault of the provider (example major widespread natural disaster) so its a good time to put your own backup measures in place. For me, this is as simple as 1) maintaining a log of all guests, 2) a copy of all contracts after signature (gives me contact info, I download the PDF to a file on my computer, which yes, is backed up - in two places) and 3) an actual "calendar" of all guests in a paper or PDF version.
Oh boy. As someone who has run websites for years, I understand how frustrating and stressful this can be.
I got really lucky. A booking sneaked in and took care of their contract and security deposit during a brief interval when the site was back up. It was a last minute booking so I was really worried but it all worked out and they are safely checked in.
Hope they are able to diagnose whatever happened for you. Happy holidays.
We're currently receiving overbookings for new years eve...
A big thank you to OR staff and especially those who were called unexpectedly to work during their time off.
I'm seeing now how important all of our notifications are that land in the inbox of my business email, truly grateful I was able to find information there for all of our 20+ properties that I needed regarding lease agreements, messages and data I typically go straight to OwnerRez for. The system is well thought out for just such emergencies. Thanks for getting on this as quickly as you did on our second busiest day of the year, fingers crossed December 31 is better for all of us!
Thank you for acting quickly and resolving the issue. When I couldn’t log in, I panicked! Especially for this holiday peak season. But your quick response made me relieved and I had faith on your engineering team. A day later, all up and running - thank you!
Completely agree with the last posts. Bad experience for guests and lists revenues. Now looking through everything making sure things are. It missing. Now I am wondering if I need to always have a back up.
Also poor communication from ownerrez on the outage and also what we as owners could do. Say stop instant booking?
Our discounts are no longer working, particularly the Snowbird monthly discount.
Still having synch issues with 3rd parties via API. Airbnb messaging that occurred during outage has not come through.
Professional Liability and Errors/Omissions policies on behalf of cloud hosting provider and OwnerRez are designed to handle these types of issues. Plus as hosts and businness owners you have the ability to purchase insurance like Loss of Business policies to aid in these situations.
Considering backup solution in the future it would be best for it not to be in the same data center and cloud hosting provider. Sometimes a hot backup can be co-located but you run the risk of what happened yesterday when the single point of failure is related to hosting provider. Then you do not have redundancy real redundancy. You may want to consider different cloud provider as a hot backup options to ensure true redundancy. Also you should have a date time stamp on the file you used for restoral to get everyone backup up and running. It would be helpful to provide that date time stamp with appropriate time zone so that we can go through our systems to help identify gaps in our data and try to complete restoral.
My AirBnB listing has been suspended due this issue. I have several inquiries that are unable to book due to this issue. I’m having to submit an appeal with AirBnB to get my property back to an active status. I’m actively losing money because of this issue.
Disappointed with the lack of proactive information being provided. OwnerRez users are left to find out that their listing have been suspended at no fault of their own? This product should meant to make STR management easier! Not suspend my listing! Any downtime for this product is unacceptable.
Based on your comments, it sounds like like this was caused not by an outside bad actor or malicious activity, but by an internal change. I’m curious to see the full report, but assuming this issue was self-inflicted, what is OwnerRez doing to make this right?
I'm sure it was rough night. Very unusual for this system to be done. In fact, I have never experienced it. Thanks for working through the day and night to get it back up and running!
We are running a full resync with Airbnb which should get all properties back online without any manual action, unless you took manual action to disconnect them yourself previously. This process is going slower than expected, but is over half done and should be complete by the end of the day. Please do not attempt to request a manual resync, as that will only delay the process.
We had two listings on Airbnb get "hidden" because bookings did not process during the outage. I spoke with Airbnb this morning to "unhide" the listings and they said this is still an issue with OwnerRez?
Thanks so much for this quick response and the transparency! One of our listings (Bissell House) is also still missing from Airbnb. Any advice on this?
I understand tech issues happen and I do appreciate your candor and explanation here. That said, we lost three potential bookings and had airbnb suspend several of our listings. Stuff happens and I'm not here to pile on, but this is pretty concerning. I look forward to hearing specifically what steps will be made to try and prevent this from happening again. Meanwhile, many of us lost revenue because of this. I'm not asking for anything from OR -- again, I do understand stuff happens -- but maybe keep it in mind next time you plan a price increase for hosts. Kinda hard to ask us to pay more for your services after something like this happens.
turning off notifications
Thank you so much for working quickly to resolve the issue! The only affect I seem to have had is with AirBnB who disabled my listing due to a calendar sync issue. Other platforms seem to be working just fine and all are sync'd.
Grace Vacation Rentals Maui greatly appreciate the attention paid to the issue.
It's certainly frustrating on our end when we need to adjust a security deposit before it gets released but understand bad things happen in the digital world. The question I have is what exactly happened to initiate such a catastrophic outage?
I appreciate your communication during this period and understand things happen. I DON'T understand how a secondary back up server could also go down.
Unfortunately the timing resulted in me losing TWO bookings - two people trying to book yesterday (one through my API integrated VRBO listing, couldn't book since OR was down) and one directly.
Resulted in lost bookings and revenue for me. Very disappointing.
API is also throwing error
Thank you for your teams effort in getting everything back up and running. I am sure they would have rathrr bern celebrating the holidays.
stop receiving updates
I have a booking from VRBO that is not showing up on OwnerRez, any ideas on getting it synced?
Thanks guys!
