General Help and Questions

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I thought there was some talk about it. Any news? Still shows "coming soon".

Thank you. I am setting one up now for the entire home and, since our property is two stories, the "On Which Floor" option, only allows me to put one number in, instead of 1 & 2. Is there a workaround for this?

Yes, that's pretty much correct. As far as new listings on the channels for the combos, if you are using API connections then OwnerRez can push that information up for you to create the new listings. Otherwise you'll have to do it by hand and connect them just as if they were their own independent properties - which, from the point of view of the channels, they are.

I am reading the instructions on the site:
https://www.ownerrez.com/support/articles/combined-properties-blockoff-lockoff

I want to make sure I do this correctly. I have a townhome that has three units in it, and want the ability to rent Units 1 & 2, 2 & 3, 1 & 3, as well as the entire home.

1. Create a new property (Duplicate) for each combo, four total
2. Link Units 1 & 2, then 2 & 3, 1 & 3, and entire home.

Am I understanding that correctly?

Once the blocked properties has been established, I will need to set up messaging and triggers for each property. Correct?

Will I need to create these properties on VRBO and Airbnb also, or will OwnerRez transmit this information over?
Thank you

We've recently added the ability to create a quote that blocks time, so if you have a particular set of guests that always book the same week every year you can create a quote and check the "Hold these dates so that other guests cannot book these dates while this quote is active" box and it will hold the dates until the quote expires.

We don't yet have a general feature that would let you block dates for multiple groups of guests and let one of them get it, though -- just a quote for a particular guest. We're working on the multiple groups case :-D

Hi there,
We have many repeat guests and we are finding that for peak periods/prime dates, we would like to give them an opportunity or advantage in booking these dates. We find that many are missing out on booking during these times. Given we have a high repeat guest database, we wish to be able to 'free' the calendar for say, a 'guest group' so that guests tagged or in this group can book ahead of us freeing these dates others.
Don't know if I have made the above clear? Hope so!
Is there a way to do this or to think in an alternate way to achieve the same result?

This is a normal part of the process due to the nature of how security deposit holds work. Here's an explanation:

https://www.ownerrez.com/support/articles/security-deposit-holds#multiple-holds

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?