General Help and Questions

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Hi I got an alert message saying A security deposit of £100.00 was just reserved for XXXX, but a few days later I got another alert saying the security deposit for XXXX was successfully reauthorized. Why was it necessary to reauthorize a deposit?

An API link with Avalara would be amazing. There are some months where I've had copy/paste errors (mostly because the properties are listed in a different order on their site than in my OR tax report--I try to be so careful but it's easy to paste the wrong value or fat-finger something!) and have had to had it corrected after submission.

@Ken, they do have an API and appear to welcome integrations. Details here: https://developer.avalara.com/mylodge/

At the _very_ least, adding an option to export the OR tax report in a format that is compatible with their "upload a spreadsheet" option would be a big help. I can provide the spreadsheet template I got from them if that would help.

It is climbing up the todo list and we have plans for a larger guest form overhaul, but still no firm ETA as of yet.

@Paul - I wanted to check on the status of adding quantity based add-ons. Is there any progress on that?

At present, no, but they'd be welcome to reach out to us to discuss an integration.

Do you offer any integrations or possibilities with Avalara? That would make it so nice!

At this point I think it's probably better for you to write in to the Helpdesk with the specific booking you're trying to sort out.

sorry, I edited my message above to add a few more questions you probably didn't see before replying.
You're saying to record a refund in the booking, correct?
In the Line Item Detail Report I generally use for this after I record the refund I don't see the refund reported in this report. Which report would you suggest I use?

Yes, that's right, because you know what the charges really should be / were.

That makes sense. I'll need to do that manually though?
And you're saying to record a refund in the booking, correct?
In the Line Item Detail Report I generally use for this after I record the refund I don't see it reported in this report. Which would you suggest I use?

That's exactly it. I had it set to combine rents for widgets.

Thanks for helping me out.

Hi Pedro,

You should adjust the charges on those cancelled/refunded bookings to be whatever the guest actually paid. So if the booking start at $1,000 but then dropped to $200 (ie. the guest has to pay 200 for the cancellation) then the final charges on the booking should show the 200. You would then put your commission on that. The fact that a booking is cancelled should not impact the finances or reports. You can have cancelled bookings with charges and payments, and they will show up on reports.

I submit an invoice monthly to my clients for my commission. Last month I had a number of canceled bookings, some which were partially refunded and others that were not refunded at all. I'm entitled to my commission on the amount kept on those bookings but can't find a good way to capture that in a report on OwnerRez.
I typically use the Line Item report to categorize rents and cleanings and manipulate these in excel to get the data I want. I can check "include canceled bookings" but this report doesn't identify which bookings were canceled. Furthermore it doesn't report refunds.
Anyone have any suggestions?

That suggests that your Airbnb API connection may not be active. Please write in to the Helpdesk for further assistance if necessary.

Is there a way to run any reports so that we can see past payments from disabled properties?

I would like to see at a glance in reports how much we made last year in Total Payouts for all properties, but because several of the properties we managed during that time are now disabled, I don't see the income they generated in the total.

Is there a way to see this?

Thank you

Hi! I am new to OR and just uploaded my direct book spreadsheet into OR. Then I synchronized my bookings with AirBNB and VRBO. They loaded into correctly. However, AirBNBs were deleted by accident and I need to synch again but the system keeps telling me they are loaded but my AirBNB calendar is blank - no direct bookings show at all to future guests. You can see bookings made through VRBO or AirBNB - just no direct bookings. Big problem as I have very few openings! I have double check my iCal links and those seem to be right. Please help!

In the Discount itself, you can set what specific Seasons it does (or does not) apply to.

Thanks. Can I create separate discounts for different seasons? How do I do that, by excluding all other seasons that don’t use the discount? Or is there another way? There’s no way to set that up in the seasonal rate settings themselves? It’s cumbersome and just inviting errors when changing/updating rates.

In OwnerRez, Discounts can be applied to specific Seasons. That should do what it sounds like you need?

I find the rates editors in OwnerRez to be the most confusing thing about the software. I much prefer Houfy's or even (gasp) VRBO's editor because they allow you to set a flat rate for a weekly rate (Houfy) or percentage of weekly or monthly discount per rate period/season (VRBO). Is there any way to do either of these in OwnerRez? My LOS discount per week varies depending on the season and right now I can't figure out any way to do that. Please help. I really want to finish my VRBO API integration but can't until I get these darned rates sorted out and then tested. Thanks!

We use tags... In our case we call them "Problem Guest" and it can be done at any point...we then make notes about why we have tagged them. Then we have a trigger that we use that sends us an email at the time a booking is created where the tag of Problem Guest is attached to the guest. The real question is what/how you want to address the situation when you get one of those emails.

The email template system is not "smart enough" to be able to give you the guest history information or "notes" gathered from previous bookings or quotes for the guest (at least not that we have found yet) so we will go and lookup the current booking and will then review the history of the guest and determine why we have flagged them and make the determination of whether we call them and ultimately cancel them.

It happens very rarely for us, but we still like to know and make the appropriate determination.

There are many possible reasons for this, so you'd do best to send in a request for assistance to the Helpdesk.

I just created a new listing and I want to open up the first 7 days. How do I do that when its blocked out on Airbnb?

No, each individual trigger will only send the email once. That checkbox is for situations where the guest might not meet the criteria at the appointed time, but may later. For instance, you might have an email containing the lock code that is sent only if the guest has signed the agreement - that would be an appropriate situation to use that checkbox, as the guest may not have signed the agreement today, but may sign it tomorrow, in which case they should get the code even though the normal time for it has passed.

I have a trigger set up to send an email 5 days prior to arrival (at 7 am), to any guest who has not yet signed the rental agreement.

If they fail to sign the agreement, does checking this box mean that they will get the same email each day (at 7 am) prior to the arrival until it is signed? How often is the same email sent via this trigger?

Thanks!

You can indicate an issue using Tags:

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

Is there a way to alert us that guest was a problem, during the inquiry stage? Can we have something that alerts us that there was a problem with the guest? We already could mark it under notes. Maybe something flashing?

Thanks,
Claudia

This is the result of a combination of how you have set your Preferences to combine all Rent lines together:

https://app.ownerrez.com/account/preferences

And, set the discount to be categorized as Rent - so it gets combined in with the rest.

My discounts are being applied correctly, but my summary window on the hosted website's "Book Now' function does not show the discount line.

For example, when I create a quote in OR, I see this summary:
$8,776.73 for 14 nights
Rent – 14 nights: $7,855.00
Surcharge – Cleaning Fee based on $175.00 per stay: $175.00
Discount – Discount 5% for 7 or more nights based on 5% per stay (rent only): -$392.75
Tax – Taxes: $1,139.48

But the summary on the hosted website combines the Rent and Discount:
Charge Details
Rent $7,462.25
Cleaning Fee: Regular Fee (up to 5 guests, 29 days) $175.00
Taxes $1,139.48
Total $8,776.73

I would like to show that I am applying a discount and define it for the guest. Is there a setting I need to change?

Thanks!

thank you!!