General Help and Questions

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Most likely, that payment has not yet cleared the processor and cannot be refunded - it should instead be voided. This is better anyway since it'll save you the transactions fees.

Had a guest book late last night on VRBO and I had to cancel the reservation this morning (reason not important). I followed the steps of adding a 100% "cancellation credit" to the charges, and then canceled the booking in OR. Now when I go to transactions to issue the refund on the card I get an error saying "The referenced transaction does not meet the criteria for issuing a credit." Anyone seen this and know what I need to do to?

Go into the Booking, Legal tab, and use the Request dropdown button to ask for a new rental agreement. They'll be given the same opportunity to enter their information and custom fields, and can correct/update it as necessary. Then, that'll be used in the new agreement presented to them.

You will find some of them on these pages:

https://www.ownerrez.com/support/articles/booking-statistics-glossary-name

https://www.ownerrez.com/support/articles/glossary-definitions

Hi!
I am working on creating a new Custom Owner Statement, using the Statement Views section.

I am having a hard time finding the definitions for the terms used. Is there a list of those anywhere? Ex. Owner Amount, Gross, Gross (In period), Owner Revenue... I can figure out a lot of them but some I am not sure..

Thank you!!

I have a required "custom field" that must be filled out by the guest during checkout. I ask for names and ages of all guests, and this information then gets populated into the rental agreement. The problem is If a guest simply puts ANY information (ie their phone number) in the box it will accept the filed as complete and allow the booking to be finalized.

My question is, when this happens, what do I send to the guest to allow them to redo this section with the correct information (names and ages), and will it then create a new rental agreement with the updated and correct information?

The only thing I can think of now is to cancel the booking, allow them to re-book, and remind them to correctly fill out the box when they do. The problem with this is that the initial credit card transaction (25% of total booking cost) will have already been charged, and if I cancel the booking it will cancel the charge, yet I'll end up "eating" the processing fees.

You can't import listings using the API, but if the listing is visible, you can import it to OwnerRez using this tool:

https://www.ownerrez.com/support/articles/listing-content-import

We have a portion of our home that is available part of the year, I did not bring that listing over when I connected our API with Airbnb earlier this year, because that listing was paused at the time. Is it possible to bring that separate listing over now within the API? Same host and owner, just an existing listing that was not ported over in the API originally. Thank you!

The API can only connect to a single account for listing management -- this makes sense because you can only be pushing availability/pricing from one spot, handling bookings and calendars in one spot, etc.

Multiple accounts can connect for messaging purposes but only one for listing management.

Now, since you've both got OwnerRez accounts, you could connect the API to one OwnerRez account, and then share access to that OwnerRez account with the other OwnerRez account. Then you'd both be able to manage those listings.

Thankyou!! Good tip! I'Il do this :-)

Chris, two of us, with separate OR accounts, would like to co-manage some listings via Airbnb/Vrbo/Direct. Does your answer above indicate there isn't a way to do this from our separate accounts?

I heard back from Airbnb support on this and the Primary Host permission isn't enough to manage a listing via API.

Only the account that created the listing can manage it via API.

Now that Airbnb has setup the idea of a Primary Host that is also different from CoHost and Listing Admin, is it possible for a Primary Host to connect OR to Airbnb??

Or...do you have to be the Listing Admin?

I did that and have not received an answer. Meanwhile my property is showing available on VRBO/Airbnb when we cannot rent it

Please write in to the Helpdesk with specifics as to the blocks that are having problems, and we'll investigate what's going on.

Im still onboarding and my tech said to block off certain dates in OR ( we have a seasonal property that we dont rent in Oct and May) So first I had to unblock them in Airbnb/VRBO bc of a booking conflict as OR did not allow me to do it. I unblocked and it synced to OR, and then I was able to block in OR, but now it won't sync back to Airbnb/VRBO and its showing available when we aren't. Not sure what to do to push the block from OR to Airbnb/VRBO

No, that shouldn't be the problem - Vrbo allows only 5 calendars *per property*, but you shouldn't need more than one per each property.

Then that is the issue. VRBO is only allowing five synced calendars and syncBNB has one, and I have five properties.

Yes, that's correct - one iCal link can only contain the data for one property.

Thank you. I have reviewed that but, when I go to Calendar/Export, I am only given the option of a separate link for each property.

You'd normally need one iCal import from Vrbo into OwnerRez, and then one iCal export from OwnerRez back into Vrbo. So that should be fine:

https://www.ownerrez.com/support/articles/channel-management-calendar-import-export-vrbo

Anyway, we recommend using our API connections in favor of iCals, because they are much faster, bring over much more data, and are more reliable. Once you have the API working you won't need iCals at all for Vrbo.

https://www.ownerrez.com/support/articles/channel-management-api-integrations

We currently have SyncBnb as a synced calendar, and are switching to OwnerRez. It appears that VRBO has a limit as to how many calendars can actually be synced back in. Or am I missing something?

We have five properties, and each will need to be exported from Ownerrez, into VRBO individually.

Here's information about our Damage Protection program:

https://www.ownerrez.com/support/articles/damage-protection-overview

The DP program covers the cost of damage and repairs, but not lost revenues. So, you should be able to file a claim for the plumber, and any damages due to flooding, but not the cost of losing the property for the repair.

So, I have the damage insurance activated on my properties, but I'm unclear about what would be covered. The toilet in my unit started backing up last Friday, and I only have one bathroom in each of my duplex units. I had guests checking out in the adjoining unit to the one with the plumbing situation, so I blocked off the unit so the guest in the other unit will have a bathroom while we're waiting on getting the plumbing fixed. Meanwhile, a company diagnosed the problem as guests flushing baby wipes, but their company isn't equipped to fix that, so I am still waiting on a contractor to address the problem. My questions are,
1. Can I submit a claim for the plumbing situation?
2. Can I submit a claim for lost revenue in the other unit, since I needed to block it off for my current guest to use so they have a functional restroom?
3. If there is damage to the bath cabinet or walls, can I submit a claim for that as well?
I'm just not sure how to address this. Thanks...

There's not a way to set dynamic arrival/departure day rules based on days from now criteria.

We do have an update in the works that will add arrival/departure day rules to the individual nightly rate calendar -- once that's in place you'll be able to have PriceLabs push those rules from their side. No ETA yet, but hopefully by year end.

I use Pricelabs and I have it set up to allow 6 night and 4 night min stays within certain last minute parameters (20 days before or 15 days before). During these last minute times, I want to allow any check in day or departure day available. The problem with setting up my seasons to do this, is I only want Saturday to Saturday during prime time, unless its last minute. How do I set this up? I see where I can state Saturday check in and all days of the week as check out but I don't see how I can customize arrival day only for these last minute dates.

Just wanting to put a vote for this too. It feels hard to give ownership to one owner or another, when it is joint ownership. If I favor one client over the other, it doesn't feel right. Any updates on this would be great. Joint owners should have access from two different emails. Thanks!

Thanks, Ken!!

What I do in situations like this is enter a note in the November bookings that says something like:

"Joe Smith <email address> would like to rent this weekend if it should happen to cancel."

That way if I am looking at that booking because the guest has requested a cancellation I'll be reminded to contact Joe Smith to see if he still wants to book that weekend.

Actually, one of the Vrbo API requirements is specifically to have your own credit card payment processor - with the API, Vrbo does not handle guest payments.

https://www.ownerrez.com/support/articles/channel-management-api-integrations-vrbo

Unfortunately, PayPal is a nonstandard card processor and does not meet the technical requirements of the API, so cannot be used for that purpose.

https://www.ownerrez.com/support/articles/paypal-versus-credit-card-processing