Airbnb Resolutions and Date Changes not Accurate in OwnerRez
Hello OwnerRez users,
Over the last few months we have found it extremely difficult to process our monthly Owner Statements. We have found that any reservation that has a resolution, free cancellation outside of airbnb policy, or even simply date changes and related transactions, are all causing the OwnerRez statement system to not reflect accurately and not permit us to clear the related charges, transactions, and expenses. One guest added a day for maybe $150 and OwnerRez has registered them as paying for the full reservation twice, requiring us to switch to manual transactions which can cause future errors. In another instance we are not able to delete a penalty free cancellation due to PM statement being generated that includes expenses that are now need to be reversed (commission, cleaning, etc). We are unable to delete these reservations that should be $0 and we are also unable to delete the charges, expenses, transactions, and channel fees for these bookings which correctly reflect as $0 in Airbnb but do not get updated on OwnerRez side.
Is anyone else experiencing these problems? Is there any solution other than switching software?
Thanks
Hi Joseph,
If you have some specific examples that you need help with, I would encourage you to send a support request to help@ownerrez.com. We can look more closely into the circumstances in that venue.
At the same time, I can try to shed some general light on this issue because I do see it a lot. This issue occurs when offering discounts larger than what your set cancellation policy requires. Departing from automated rules turns the process into a manual one on Airbnb's end, meaning they no longer supply updated transactional data through the API. For example, if your policy dictates a 50% refund, Airbnb will automatically sync that update to OwnerRez. However, if you manually grant a full refund, Airbnb processes the payout change directly without pushing an updated sync through the API—leaving OwnerRez with no transactional update to record.
Here is a little more from the support documents about the subject:
https://www.ownerrez.com/support/articles/channel-management-api-integrations-airbnb-transaction-sync#refund
It can be different when the resolution center is involved. And OwnerRez supports entries that come through on those deposits
https://www.ownerrez.com/support/articles/channel-management-api-integrations-airbnb-transaction-sync#refund