General Help and Questions

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Housekeeping Scheduling 3 replies

Karen H
Jan 5, 2022 3:57 PM
Joined Jan, 2021 7 posts

What about simply moving the Portal Access feature out of the PM module and into the "regular" area?  I would think that most customers here would appreciate the ability to use Portal Access to make the housekeeping schedule available to our housekeepers.   

Add-ons/Packages 20 replies

Ann-Tyler
Jan 5, 2022 1:25 PM
Joined Jul, 2019 22 posts

Is there a notification that happens when someone buys an add-on or perhaps a report we can easily run that shows add-ons for a particular period?  For example, if we sell charcuteries, it would be useful to have a notification or report that would show us how many people bought charcuteries for a particular week coming up.  

Also, any chance your team is working on a larger revamp of the add-on functionality in the coming weeks/months? Ultimately, we'd love to have spa add-ons that can be connected to a calendar, time slots, waivers, etc.  If someone orders a massage as an add-on, for example, it would be helpful to offer them time slot options associated with it in the booking. 

 

Emoji in property headline 2 replies

BlueMtnCabins
Jan 5, 2022 10:47 AM
Joined Jun, 2016 1159 posts

Noticed that if you put emojis in property headline, they do propagate to ABB but not vrbo - there they are replaced by a ? . Only simple symbols such as ★ propagate to both OTAs. 

Drawing a blank - is there a field /table that shows schedule of payments for a quote? 0 replies

BlueMtnCabins
Jan 4, 2022 6:23 PM
Joined Jun, 2016 1159 posts

I have reply-to-inquiry email and I want to insert schedule of payments. 

 

Such as:

 

Due at the time of booking : $300 

Balance due on March 1st, 2022: $1200

Damage deposit reserved on Feb 28, 2022: $500

 

TIA

Security Deposits (CC holds) outside of Airbnb - Airbnb telling guest they are not allowed 13 replies

BlueMtnCabins
Jan 4, 2022 6:19 PM
Joined Jun, 2016 1159 posts

Poorly trained reps 

Security Deposits (CC holds) outside of Airbnb - Airbnb telling guest they are not allowed 13 replies

Chris L
Jan 3, 2022 10:40 PM
Joined May, 2017 208 posts

They have thousands of employees (and likely thousands more subcontracted call center reps). Disseminating policy updates on a large-scale company-wide basis like that is bound to take time and get missed by some people.

In other words, incompetence. ;)

Security Deposits (CC holds) outside of Airbnb - Airbnb telling guest they are not allowed 13 replies

CTK
Jan 3, 2022 10:36 PM
Joined Dec, 2020 33 posts

Really curious why Airbnb would send conflicting information like that though. Anyone from OR have a guess?

Security Deposits (CC holds) outside of Airbnb - Airbnb telling guest they are not allowed 13 replies

Chris L
Jan 2, 2022 2:34 PM
Joined May, 2017 208 posts

If I get any pushback on my SecDeps, I send guests this Airbnb article:

https://www.airbnb.com/help/article/2827/collecting-fees-outside-of-airbnb

Of note (emphasis mine):

Hotels and software-connected hosts can charge guests additional fees that aren’t collected by Airbnb or used to calculate Airbnb service fees and taxes. These fees are collected directly from guests using a separate payment method outside of Airbnb. Fees are normally collected before a guest’s stay, at check-in, or within 48 hours of checkout.Fees that can be collected directly by the hostAirbnb only authorizes these fees to be collected if they’re detailed in the listing description and included in the price breakdown before guests book....
  • Security deposit: A refundable deposit that can be used to cover any damage that occurs during the stay

I've even had to send that help article to Airbnb customer service agents. So far, I've had 100% compliance from both Airbnb employees and guests after sending that.

VRBO Channel Bridge Import Issues with VRBO API implemnted 0 replies

Steve K
Jan 2, 2022 8:13 AM
Joined Apr, 2021 4 posts

Getting the following error on a file with one header row plus one data row with XLSX format? Do I need to delete header row?  Do I need to delete certain columns?  Do I need to convert file format to CSV or TXT? 

 

 

 

VRBO/OwnerRez API setup now having issues importing financial data via channel bridge 0 replies

Steve K
Jan 2, 2022 8:05 AM
Joined Apr, 2021 4 posts

Getting the following error on a file with one header row plus one data row with XLSX format? Do I need to delete header row?  Do I need to delete certain columns?  Do I need to convert file format to CSV or TXT? 

 

 No records were updated. When an import fails, no updates are done – not even for valid records. This is a safety feature to ensure that no bad data gets processed.

1 row is invalid or caused errors while trying to import.

Fix the errors below in your file and try importing again. If you can't figure it out, ask us directly. You can also post a question on our public forums which we monitor.

 

 

Security Deposits (CC holds) outside of Airbnb - Airbnb telling guest they are not allowed 13 replies

CTK
Jan 1, 2022 10:55 PM
Joined Dec, 2020 33 posts

I've been collecting separate deposits on Airbnb for a couple of months no problem but then I had a guest send me this and inquire why I was asking for something Airbnb says isn't allowed. Any thoughts from OR team how to navigate this with a guest that is inquiring?

 

Airbnb - Seperate Secutiry desposits (holds on CC) 2 replies

CTK
Jan 1, 2022 10:54 PM
Joined Dec, 2020 33 posts

I've been collecting separate deposits on Airbnb for a couple of months no problem but then I had a guest send me this and inquire why I was asking for something Airbnb says isn't allowed. Any thoughts from OR team how to navigate this with a guest that is inquiring?

 

Direct Booking Communication: E-Mails, Notifications, Alerts, and Co-Hosts 20 replies

Ozark Stays
Dec 31, 2021 11:43 AM
Joined Aug, 2020 24 posts

Paul,

Have there been any additional updates around VRBO messaging app integration? I'd say we're at the end of the next couple quarter timeframe now.

-Justus Smith

Owner Statements to show commission 0 replies

Kim K
Dec 23, 2021 10:52 AM
Joined Nov, 2021 1 post

Is there a way for the Owner Statement to show Gross, minus Commission per booking, minus credit card fees per booking? Is this in the Statement settings (tried creating a statement with custom columns)? 

Or do commission totals and credit card fees to be reimbursed to the PM need entered manually as an expense? 

Thank you,

Kim

Auto response to common questions 4 replies

Wei from SuperST
Dec 21, 2021 9:58 AM
Joined Apr, 2021 5 posts

I too would love to see in-app automated responses from OR. While email responses may have worked back when vacationing websites were mainstream, most people use apps today and having that digital papertrail in app is important for claims and such.

Today, I have to supplement OR with another app to do automated machine responses - and while not perfect, we do try to make it sound human and personable so doesn't feel like you're talking to a bot.

run reports to see historical payment info from disabled properties 21 replies

Ken T
Dec 18, 2021 6:51 PM
OR Team Member Joined Aug, 2019 1704 posts

I don't think it's likely that this will be changed in the near future, but as pointed out previously, you can always re-enable to property to get whatever data you need. It's not deleted, just hidden.

run reports to see historical payment info from disabled properties 21 replies

Misty T
Dec 18, 2021 5:08 PM
Joined Jan, 2018 9 posts

Any answers on this? I just disabled a property due to selling it but didn’t run any reports before doing so.

Reports Improvements: How to see Net Total minus taxes and host fees? 7 replies

Peregrine Resort
Dec 18, 2021 2:43 PM
Joined Aug, 2020 2 posts

I'm looking for an easy way to see our true net total revenue minus host fees and taxes. So far the only way I see to do this is to run the booking summary report for net total. Write down that # and then run the tax summary report and write down the total taxes and manually subtract that from the net total. There has to be an easier way. Or run the Line Item Pivot Report and scroll back and forth and try and figure out which column shows what I want.

Specific Report Suggestions:

Booking Summary Report: Add an option in the booking summary report to either include or not include taxes.

Line Item Summary Report: Add these columns: host fees, net total (total minus host fees), charge total (total charge amount before tax line items - should equal rent total plus surcharge total), net charge amount (total charge amount minus host fees).

Line Item Pivot Report: Freeze the header row so that when we scroll all the way to the bottom we still know what #'s we are looking at.

Offer an option to save customized reports.

Offer an option to auto generate/email reports to you.

If any of this already exists or there is an easier way to find what I'm looking for please let me know.

Affiliating a VRBO Review with Specific Guest 5 replies

Paul W
Dec 18, 2021 10:57 AM
OR Team Member Joined Jun, 2009 864 posts

Hi Megan,

Yes, Vrbo reviews auto-match against bookings. Read this blog post about it:

Blog Post - More Settings for Refundable Security Deposits, Airbnb Status, Weekend Rates on Rate Table, Vrbo Reviews Auto-Match to Bookings

Make sure to subscribe to the blog and read the product update post each week!

Affiliating a VRBO Review with Specific Guest 5 replies

Megan D
Dec 17, 2021 9:00 AM
Joined Jun, 2021 2 posts

Still not fixed 2 years later?

Vrbo tells me to comply with new nightly-rate-vs-fees REQUIREMENT 0 replies

Sandra G
Dec 16, 2021 1:20 PM
Joined May, 2021 5 posts

.

airbnb adds pet fees 7 replies

Ken T
Dec 15, 2021 6:55 PM
OR Team Member Joined Aug, 2019 1704 posts

It doesn't work yet - they announced it too soon. Give us some time, hopefully it'll be ready in the near future.

Request that OR link to a service that has an API available? SafelyStay 9 replies

Ken T
Dec 15, 2021 5:27 PM
OR Team Member Joined Aug, 2019 1704 posts

Yes, the integration with Safely is now active and available for use!

https://www.ownerrez.com/support/articles/safely

The damage protection tab is gone from my bookings pages. Is this a glitch? 2 replies

Sandra G
Dec 15, 2021 5:02 PM
Joined May, 2021 5 posts

Great! Got it. Thank you. You may want to update your website. For damage insurance instructions it still shows a screen shot of a “damage protection” tab. "The claim process is online, linked from the Damage Protection tab of each covered booking." Sandy

The damage protection tab is gone from my bookings pages. Is this a glitch? 2 replies

Chris Hynes
Dec 15, 2021 3:41 PM
OR Team Member Joined Oct, 2012 1403 posts

Damage Protection and Travel Insurance used to be separate tabs on the booking, but have been combined to one Insurance tab with sections for DP and TI.

Go to the Insurance tab of the booking and look at the Damage Protection section inside it and you'll find the DP information and claim form there.

Request that OR link to a service that has an API available? SafelyStay 9 replies

Sloanish
Dec 15, 2021 3:28 PM
Joined Jun, 2018 152 posts

How is this going?
Great idea to have this and Party Squasher.

An address verification API is very important.
I went through my rental this year and 14 had bad addresses uploaded by guests.
Tremendous potential for fraud here.

airbnb adds pet fees 7 replies

CTK
Dec 15, 2021 2:45 PM
Joined Dec, 2020 33 posts

ah, this will make life much easier - hopefully the integrations works

Can't add to Airbnb "move pin closer to your address" error 1 reply

CTK
Dec 15, 2021 2:44 PM
Joined Dec, 2020 33 posts

Anyone get an error when adding a property to Airbnb via OR
"Error connecting property - please move the pin closer to your address to continue"
It's an address that doesn't exist in google maps correctly (the road is not even present). I put the address in and the pin drop is a few KM's away on the mountain. That doesn't work for loading. I then do a manual pin drop where it really is, and that doesn't work either. Anyone have any suggestions?

The damage protection tab is gone from my bookings pages. Is this a glitch? 2 replies

Sandra G
Dec 15, 2021 1:35 PM
Joined May, 2021 5 posts

OR still shows that each of my homes is covered by damage protection. And bills me for the policies. But the tab (a host clicks on to submit a claim) is suddenly gone from each individual booking page. Is this a glitch or a problem I need to solve? I don't need to submit a claim, but I just noticed this morning that I couldn't if I wanted to. Thank you for your help in this matter.

airbnb adds pet fees 7 replies

Donna M
Dec 15, 2021 11:58 AM
Joined Sep, 2017 44 posts

Airbnb now includes Pet and Cleaning fees. I see that my cleaning fee has transferred over, but not my pet fees..or so it seems. Airbnb shows pets stay free and tells me all fees are imported via OR. Apparently not all.