General Help and Questions

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Damage Insurance Coverage 1 reply

Paradise Rentals
Aug 3, 2021 1:49 PM
Joined Oct, 2020 3 posts

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...

Last minute (less than 30 days) reservations customizations 1 reply

Chris Hynes
Aug 2, 2021 12:46 PM
OR Team Member Joined Oct, 2012 1403 posts

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.

Last minute (less than 30 days) reservations customizations 1 reply

Kim C
Aug 2, 2021 9:54 AM
Joined Jul, 2020 4 posts

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.

PM - How to send owner statement to two owners? 11 replies

Alanna Miel
Aug 1, 2021 5:51 PM
Joined Nov, 2020 12 posts

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!

Credit card processing 2 replies

Kim S
Jul 29, 2021 7:51 PM
Joined Jul, 2021 4 posts

Thanks, Ken!!

Inquiry: how to setup a trigger for me to notify inquiry person if dates become available due to cancellation? 3 replies

Valerie R
Jul 29, 2021 2:24 PM
Joined Sep, 2019 122 posts

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.

Credit card processing 2 replies

Ken T
Jul 29, 2021 10:51 AM
OR Team Member Joined Aug, 2019 1704 posts

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

Credit card processing 2 replies

Kim S
Jul 28, 2021 10:20 PM
Joined Jul, 2021 4 posts

Rookie questions…when I went to link my OR account thru API to VRBO, I got an error that says I needed a credit card processor. However, I thought VRBO requires hosts to use their credit card processing services. Any info would be helpful. Also, I set up a PayPal account and integration thinking that would be sufficient since renters could pay by credit card thru PayPal, however I got the same error. Thanks, in advance, for any insights.

Inquiry: how to setup a trigger for me to notify inquiry person if dates become available due to cancellation? 3 replies

Ken T
Jul 28, 2021 2:00 PM
OR Team Member Joined Aug, 2019 1704 posts

At present, unfortunately, no, we don't have any automated "standby" notification capability.

Inquiry: how to setup a trigger for me to notify inquiry person if dates become available due to cancellation? 3 replies

KEH
Jul 28, 2021 1:55 PM
Joined Feb, 2021 37 posts

Hi

I'm new to OR and I recently had an enquiry come through for a weekend in Oct as all the weekends were fully booked in Nov however the possible guest really would like a weekend in Nov so has asked me to let her know if any of the Nov weekends become free due to cancellation - is there a way in OR to automate that I get reminded to contact her if a cancellation does happen or any way even manually to make a note on the system? Other than putting it in the notes section of each booking?

Any tips welcome please.

Many thanks
Kellie

Rate calendar not updating 3 replies

Ken T
Jul 27, 2021 1:24 PM
OR Team Member Joined Aug, 2019 1704 posts

Yes, that would do it - importing rates from a channel creates Spot Rates.

'Custom fields' in Templates not showing up in correct font/size and on different line - help please? 1 reply

Ken T
Jul 27, 2021 1:22 PM
OR Team Member Joined Aug, 2019 1704 posts

Formatting and custom fields is a very complex and challenging issue because of all the invisible coding going on behind the scenes - depending on the type of field, there may be embedded HTML in it, which is then inserted into your template which has its own HTML coding. None of that is normally visible without using the < > Edit HTML view in the editor.

If you're really stuck, write in to the Helpdesk with specific, detailed examples, links, and screenshots of what is wrong, and we can take a look.

Rate calendar not updating 3 replies

Kim S
Jul 27, 2021 1:04 PM
Joined Jul, 2021 4 posts

Thanks, Ken! For some reason, spot rates (which I never set) were overriding my seasonal rates. I think that it occurred when i imported rates from another channel.

'Custom fields' in Templates not showing up in correct font/size and on different line - help please? 1 reply

KEH
Jul 27, 2021 1:01 PM
Joined Feb, 2021 37 posts

Hi

I'm new here and trying to get everything set up in Templates/triggers/custom fields etc...

I wonder if anyone can help me please - I'm having an issue where the text I enter in the custom fields isn't showing in the correct font/size when its pulled into my templates even if I go into the custom field and it shows as the exact same font and even if I manually 'change' the font. Also some custom fields where it should show on the same line as the template text in the template - is being put on another line... any advice welcome please! I hope I've explained that clearly!

Here are some examples of what I mean...

1st example - Kellie is showing on separate line and in different font to the rest of the sentence....
"Kellie
will be home to welcome you when you arrive (socially distanced) If you have any problems finding us or if you will be arriving later than communicated, we can be contacted on......"

2nd example - "2 cars" from custom field is put on separate line:
"We are expecting you to bring

2 Cars"

Really would appreciate if anyone knows why this is and what I need to do to resolve it please.

Many thanks
Kellie

Rate calendar not updating 3 replies

Ken T
Jul 26, 2021 5:29 PM
OR Team Member Joined Aug, 2019 1704 posts

There are several overlapping rate systems in OwnerRez that are used for different purposes, and which can cause confusion if you don't know what you're looking at. This video may help explain:

https://www.ownerrez.com/support/articles/rates-overview-video

If that doesn't do it, please write in to the Helpdesk with a specific example of dates which have the wrong rates in Tools > Rate Calendar, and we'll take a look.

Rate calendar not updating 3 replies

Kim S
Jul 26, 2021 5:25 PM
Joined Jul, 2021 4 posts

Hi, I'm new here and just finished setting up 2 properties. One is working as expected but on the second property I entered incorrect rates. So I went back in and adjusted the rates but the rate calendar has not updated. I have waited 24 hours, thinking that maybe it took awhile for the change to occur, but it has not. An additional observation is that on the correct property it displays a weekly rate, but in the incorrect property it is providing a rate range per week which doesn't make sense. Does anyone have any thoughts on this? Thanks!
-Kim

UK style dates 12 replies

Chris Hynes
Jul 23, 2021 8:36 AM
OR Team Member Joined Oct, 2012 1403 posts

Yep, definitely on the to-do list but it's a large change that needs to be made at once. Right now the date pickers use US style, so at least you can know that if you're picking a date it's US style. We can't just change a couple of those or it would be super confusing -- we need to do one change that internationalizes all date pickers at once.

UK style dates 12 replies

Neil and Sarah M
Jul 22, 2021 8:32 AM
Joined Jun, 2021 2 posts

P.S. if it's a quicker short-term fix than proper i18n, using any format with the abbreviated month name might be far less confusing for us without being too big a step backwards for all of the Americans.

UK style dates 12 replies

Neil and Sarah M
Jul 22, 2021 7:50 AM
Joined Jun, 2021 2 posts

Would echo that the support has been great so far.

Just noticed a few additional places not mentioned above where the dates are still confusing for those of us outside of North America, despite having dates culture set to UK.

- The "create quote", "create booking" and "block off" modals.
- On the booking view I see things like "Scheduled a payment for the remaining balance to be paid on 6/9/2022." and "Scheduled a security deposit of £500.00 to be run on 7/2/2022. This is a "hold" that will be released after your departure.". Those dates are in mm/dd/yyyy format.

Under Rules: Setting to change minimum nights if there is a gap 17 replies

Tarki
Jul 20, 2021 2:41 PM
Joined May, 2020 73 posts

Thank you very much! Look forward to this being implemented...

Airbnb email not imported to OR 5 replies

Ken T
Jul 19, 2021 7:02 PM
OR Team Member Joined Aug, 2019 1704 posts

Please write in to the Helpdesk so we can take a look - normally, you can pick those up using Channel Bridge for past bookings, and they come in automatically for newly-created ones.

Airbnb email not imported to OR 5 replies

Y.M
Jul 19, 2021 5:07 PM
Joined Jul, 2021 3 posts

I do not even get the proxy emails now after I did API. I did in professional host tool to turn the email option on already, but nothing is coming through. proxy or real email.

Under Rules: Setting to change minimum nights if there is a gap 17 replies

Chris Hynes
Jul 19, 2021 1:23 PM
OR Team Member Joined Oct, 2012 1403 posts

Ahhhhh, I'm going to have to eat some crow here. You're right -- because the gap is exactly 3, which is not less than the minimum of 3, the instead rule still doesn't kick in. It would kick in if the min was 4, the gap was 3, and then reduce it to 2. But since the gap is 3 which is the same as the min of 3, the rule doesn't kick in.

We'll look into adding a rules option for that.

Under Rules: Setting to change minimum nights if there is a gap 17 replies

Tarki
Jul 19, 2021 10:55 AM
Joined May, 2020 73 posts

OK thank you for this. I've configured the property 275476 in this way and there is a gap of 3 nights between 14-17 August, however, still doesn't accept 2 night bookings for this period.

Could you help me? Feel free to send a direct email if it's better.

Thanks a lot again.

Under Rules: Setting to change minimum nights if there is a gap 17 replies

Chris Hynes
Jul 19, 2021 7:22 AM
OR Team Member Joined Oct, 2012 1403 posts

Exactly!

If you set the gap rule to "allow a booking that fills the entire gap, at least 2 nights" -- then min nights will be decreased to allow 2 night bookings in 2 night gaps (but not 3 night gaps).

If you set the gap rule to "use this minimum instead: 2 nights" then min nights will be decreased to allow 2 night bookings in 2 or 3 night gaps.

Under Rules: Setting to change minimum nights if there is a gap 17 replies

Tarki
Jul 18, 2021 9:05 AM
Joined May, 2020 73 posts

OK let me clarify more. Normally our minimum stay is 2 nights but in summer in the season we set this to 3 in the following settings:

Length Restrictions
Minimum Nights 3
Minimum Gap Nights 2

So this setting makes it possible to get a 2 night booking for a 2 night gap but I can't get a 2 night booking for a 3 night gap.

So under the property rules what number I need to enter in the following setting to achieve what I want?
2?
During Gaps
Use this minimum instead...

Thank you in advance...

Under Rules: Setting to change minimum nights if there is a gap 17 replies

Chris Hynes
Jul 17, 2021 4:18 PM
OR Team Member Joined Oct, 2012 1403 posts

Do you have longer mins, where in gaps you don't want to give a 2 night min? If so, I see what you're saying there.

If two nights in gaps is fine, do a rule of "During Gaps, use this minimum instead: 2 nights" and it'll apply what you're wanting.

Under Rules: Setting to change minimum nights if there is a gap 17 replies

Tarki
Jul 17, 2021 2:02 PM
Joined May, 2020 73 posts

Thank you for the reply. If you added one more field where we can define what the gap is (e.g. 3 days, 4 days, 5 days) so we can choose to receive a 2 night booking for a 3-night gap (where our standard minimum night is 3) it'd be great. We could optimise and get more bookings in this way.

"for a gap of this length, use that min" - sort of several settings could be too tricky for you guys but the above suggestion might require a small effort and provide big win for us.

Under Rules: Setting to change minimum nights if there is a gap 17 replies

Chris Hynes
Jul 16, 2021 7:50 PM
OR Team Member Joined Oct, 2012 1403 posts

For the purposes of minimum night gap rules, those are targeting gaps where the available nights are less than the minimum nights for the period. The point of the minimum night gap rules is to make gaps bookable that otherwise wouldn't be bookable because of the min night rules by reducing the number of nights.

So if you have a 3 night gap and your min nights are 2 during that period, or 3, then a gap night rule will do nothing because the gap is not shorter than the minimum nights.

But if you have a 3 night gap and a 4 night min, then a 2 nights in gaps rule would reduce the minimum nights during that period. If you set the rule to use the length of the gap, at least 2, then you'd end up with a 3 night min because that is the length of the gap. Or if you wanted to override min nights to 2 regardless of the length of the gap, then it would end up with 2 in that case.

But either way, if you had, say, a 5 or 10 night gap in that 4 night min period, then the min nights in gaps would never apply because the min rule is not more than the gap length.

We don't currently have something like @Lydia mentioned where you can say "for a gap of this length, use that min" -- instead it's automatic based on what min you set and the gap being shorter than the min nights rule would otherwise be in that period.

Under Rules: Setting to change minimum nights if there is a gap 17 replies

Tarki
Jul 16, 2021 4:03 PM
Joined May, 2020 73 posts

As far as I know, if I set the Property Rules under Minimum Night Restrictions - During Gaps to 2 then it'll look for 2 night gaps between bookings. It'll not let a 2 night booking into a 3 night gap because what you're defining at this setting is minimum number of nights allowed in gaps but there is nowhere to define what "gap" means (how many nights between two bookings are considered as a gap).