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Thank you to the OwnerRez team for your dedication to resolving this issue and communicating updates to everyone. Greatly appreciated! Also shows how we all become dependent on other providers for our business tech stack. This definitely highlighted the need to at least do a weekly backup of our calendars and guest information just in case. Thankfully I had template messages saved elsewhere so I was able to manually send an email to a guest that booked last minute yesterday morning during all this chaos.
Ken it is Still not showing …. Anyone else ? Been almost 48 hrs since this ownerrez maintenance snafu started and 24 hrs since this issue triggered Airbnb to hide listings… is there any new update ? This is reallt costing us a lot of bookings missed … we have people who are wanting to book and can’t… I know issues happen and we understand that but the frustratingpart here is how long it is persisting considering how mission/time critical this service is to all the users .
Our listings are showing synched with Airbnb as of 3 hours ago, and our listings are still hidden on Airbnb.
@Brittany Any action made in OwnerRez (changing a photo, updating a rate, changing availability) is already queued to update on the Airbnb side. It may not have happened yet because the channel queues are running a good hour or more behind, but they are queued to happen and will happen when it catches up.
Now, if you're worried about that or just want some extra confirmation, you can certainly trigger a full resync and OwnerRez will add a "full sync" of everything to the channel queue. However, the full resync will wait in line behind everything else.
So what will happen is all of a sudden all of your stuff will update, both the waiting changes from before and the full resync.
Unless there's a significant and pressing issue, I would wait a bit longer and check later in the evening (or overnight, depending on where you're at) to see if the listing is still off. Check out the Airbnb channel dashboard in OwnerRez and the Sync Actions tab. We have a lot of transparency there on when your OwnerRez side changed and when e last updated Airbnb, including specific categories of content.
Today I synced my Airbnb several times but rate changes and season changes are not taking effect on Airbnb yet.
This is what Airbnb has said to me
"Even when the information looks correct in your software provider, changes to your account still need to be made through your software and not on Airbnb. We can only pull the information we’re shown by your software.
If you'd like assistance making updates, the best thing to do is reach out to your software provider. They're in the best position to help. Often, a simple re-sync of your software can fix the issue.I will be closing this message thread now, and I hope that is okay with you. We are here with you all throughout your Airbnb journey so if ever you need assistance or have any questions, please don't hesitate to reach out to us. We will be happy to help you."
Do we resync or just continue waiting it out?
Two more questions have been added, so please refresh again and read. Booking.com and triggering full resyncs for Airbnb.
@Angela I see what you mean, we are investigating.
Hi ken! Mine finally shows synced, but my Airbnb is still hidden . What can we do to have our Airbnb gets restored ? This is really making us lose on bookings
A fix for the Booking.com async issue is under way and should be completed today. More information will be added to the main post soon.
Hi everyone, we updated this blog post with a FAQ section. Please refresh and give it a read. We covered most of the questions that have come in the most, and we'll be adding more over the next 48 hours.
While I cannot deny this was a huge inconvenience I have worked in I.T. for over 40 years and all I can say to those who feel they were let down all I can say is, SHIT HAPPENS.
Sometimes no amount of redundancy will keep the enterprise up and running during a failure however restoring data back in time to the exact point of failure is not difficult though time consuming.
With that said thanks for keeping us informed throughout the day.
Wish you all the best
Please fix the problem with booking.com channel and be aware of it, since we've received overbookings from that channel today
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?
