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Thank you for that info. I appreciate the speed you have been able to solve the issue and get us back up. It is comforting that you were so ON IT even during the holiday when everyone expected to be off work. Thank you for your commitment to all of us who depend on you so much. Blessings for the New Year to each of you and your families.
Thanks for your hard work with fixing the issue during the holidays. OR has been more than rock dependable for me for over five years now and the team has always been extraordinary. Things happen sometimes especially when dealing with multiple external factors. Continue the good work. You guys are awesome!
I lost a lot of bookings from this and I still have several listing that are hidden in AirBnB so it's not possible for guests to find or book them
Thank you so much
There's no need to do a full database backup yourself, but, you can certainly export all your contacts and bookings via several different methods. We'll likely be adding more convenient or even automated ways to get this done, but for now, the simplest method is the main Bookings screen, List view, Export. This will include all future bookings, including guest contact information.
What is the best way to back up all our information on a local HD? Is something in place that we can set up so that we can at least carry on business even if it requires adding the new information to the OR platform after it is back up? I would really appreciate guidance here. Thank you.
Airbnb
Hello Omou,
We have noticed that the availabilities of one or more of your listings have not been updated. Notably, a high percentage of booking attempts for dates marked as available in your listing's calendar were declined by your software. As a result, your listings will be hidden from travelers until you resolve the issue. You will not receive bookings while listings are hidden.
The hidden ads are as follows:
Apt 1 bedroom-living room-equipped kitchen-wifi fiber s
Please contact your software provider to ensure that your availability calendar on Airbnb remains up to date. We will monitor your ads daily. As soon as your availabilities are updated, they will automatically be visible to travelers again.
Thanks,
The Airbnb team
Please consider away that we can easily do a daily, weekly, monthly database backup ourselves for the future.
Our listings are all still hidden on Airbnb. Can we do anything to get back up and running?
thanks! Better customer service than Southwest!! That is a cluster melt down!
Losing access to our calendar for that long was very problematic. We had several check-ins with no idea of who would be arriving and how many people they were bringing. We also missed out on multiple bookings. Potential guests called us to inquire about booking and we weren't able to book them or even to tell if our properties were available. The winter holidays are a very busy time for the hospitality industry; we wouldn't be as annoyed if you weren't doubling your rates.
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Thanks to the tech guys doing their thing.
@Wayne - It does look like Airbnb automatically reactivated your property listings once service was restored. Our belief is that this should occur for everyone, so, you should not need to take any manual action to take that happen.
I understand things happen, BUT....
1. Will your staff be able to track "lost reservation data" and insert back into correct places
2. Was credit card data breached, along with telephone numbers and addresses
3. What can we do to back track and check reservations past, present and future to ensure all is good. Reaching out to guests and informing them of issues will not engender sympathy but distrust
4. I trust that you are taking steps to ensure this does not happen again. What steps to a non techie like me are you taking?
Appreciate everything your guys do. Thank You!
You definitely *can not* disconnect and reconnect the Vrbo API on the fly - don't attempt that.
Regarding Airbnb, we have seen some reports of clients using this approach successfully, but have not yet confirmed that recovery from that action is smooth so are not recommending that at this time. It does seem plausible though, and we'll know for sure in a bit.
I've had several years of rock solid performance from OwnerRez, so I continue to have great confidence in you.
As a proactive precaution. Can we disconnect our APis when Or goes down so that bookings will not get missed? AIrbnb took our properties offline during the outage. For example, can I disconnect my Airbnb and VRBO APIs then reconnect them later and all be as was prior to the disconnect?
Thank you for your communication and transparency. It is very much appreciated.
Thanks for rolling up your sleeves and dealing with an emergent database issue in the middle of vacation. Appreciate the hard work under pressure. Hope you get some downtime now.
Missed email triggers should have been sent, albeit late - you can confirm this in your Communication History. As noted, you can manually resend any you're not sure of in the usual ways, but we do not believe this to be generally necessary.
"faced not phased" sorry :)
Thanks guys!! I know last night was rough for you. You are awesome. Did the auto triggers email after the outages and catch up or should we manually send emails that may have been missed?
Thanks for getting us up and running. This was scary for me as a new user of your platform and this left me realizing just how vulnerable I am should your systems go down. They directly impact my business and while I do know that things happen, hopefully steps will be taken to ensure that we have a path forward for quick recovery should we ever be phased with a similar situation. Life is about learning from new experiences and this was a new one as it seems for OwnerRez as well as those using your platform. Looking forward to the public webinar where I hope you will discuss steps put in place to help us all pivot quickly. Thanks again to the team for your proactive response.
Our calendar allowed us to accept two bookings on the same dates and double book
Airbnb suspended some of my listing. Do I need to reach out to Airbnb or will they be automatically restored?
We have a booking missing from the calendar.
Thank you for addressing the issue during the holiday. It is much appreciated. Things like this happen.
Thanks for being so proactive and committed to excellent customer service. Appreciate the sacrifice of all employees.
God bless,
Barbara
Thanks for the transparency and for being on top of this!