General Help and Questions

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I've noticed recently that the menu on my hosted website is displaying as a hamburger or sandwich instead of the page names across the top of the desktop view only. I didn't make any changes to the page that would trigger this and I can't figure out how to fix it. Anyone have any thoughts on this?

Anything that will help more this year??

Ran across this post... making sure you're aware you can do this now:

https://www.ownerrez.com/forums/go/75034

Hi Michael,

The Line Item Pivot does break out those surcharges and discounts individually, but you can also see them rolled into their own respective columns in the Charge Totals section within the same report:

While these are not customizable, it sounds like this may have been what you were looking for. With regard to your suggestion on manually setting column header descriptions, I would suggest you see if this has already been suggested in our Feature Requests forum. If not, go ahead and add it so that other users can upvote your idea!

https://www.ownerrez.com/forums/requests

I have had an owner rent exclusively with me for three years. 
She did very well with me. High ADR and not many vacancies. 
Recently, she listed the property with another broker. 
If any of you have to share a listing, how do you deal with it? There are lots of problems with sharing listings. Algorithm rates, calendars etc..

I would appreciate your feedback. Anyone?

Is there any way to specify headers for Surcharges and Discounts?  I have several similar surcharges and discounts that I would like to have listed under one column header. For example, we have varying Weekly Discounts based on previous guest, specials, etc. I would like all those to show up in one column such as "Weekly Discounts" instead of discrete columns with headers that don't make sense or are extremely long based on the description. Allowing us to manually set column header descriptions in export spreadsheets would be very helpful.

Thanks,

Michael McDonald

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Hi James,

Could you write in to the Helpdesk at help@ownerrez.com with an example of where you're seeing this language displayed?

Guest receives 50.00% if cancellation occurs at least 30 days before arrival; No refunds within 30 days of arrival.

Checking your Cancellation Policy, I see the following:

Fifty percent (50.00%) of the total booking charges will be refunded if the cancellation is made more than 30 days prior to the arrival date of the reservation. For cancellations made within 30 days prior to the arrival date, no refund will be issued.

The above should also be populating in your Rental Agreement for Direct and Vrbo bookings. So I'm curious where you're actually seeing that language that cut things much shorter than the full policy details I'm looking at here. Is it on a channel you're seeing this? Wherever it is being displayed, there might be a different Field Code you can use so that it displays the language in full.

Give us a shout at the Helpdesk and we'll gladly dig in for you and see what can be done to address this concern!

Omg, you’re awesome! That worked. Didn’t think of that earlier. 🤦🏻‍♀️

thanks!!

Hey Alyssa,

Try filtering your inbox for only Unread messages. Do you see an old message pop up that is still marked as unread? Give that a try. If you don't see anything, please write to us at help@ownerrez.com and we'll be happy to take a closer look!

I recently saw this info on a forum post. Had you tried these steps?

Apparently you can choose to request a certain category:
Go to the listing, click property I believe and it will show categories. Then click learn more. Scroll to the part that says “change categories” or something similar. There’s a link that says “elevate”. Click on that and it will take you to a sign on page where you put your Airbnb log in and it will show all your listings and categories to change. It is said you can request to add/change a category.

The link you added above will take you right where you need to go to request the category, it's better than the steps I posted above:

https://elevate.translated.com/categories

 reply

Ticket sent in a few hours ago..    happy to jump on a zoom and share what I learned from AirBNB..

Frustrating if AirBNB Category's are search filters and we can't update them ourselves.

Any updates on this?  I have lost my Ski In / Out category.

I just tried to add it with Elevate tool.   Has anyone had luck with this?

AirBNB is blaming OwnerRez

https://elevate.translated.com/categories

Hey Jason,

Please write a ticket in to the helpdesk so we can have a closer look! help@ownerrez.com

Screenshots and links are always helpful, if you could include some.

Any updates on this?  I have lost my Ski In / Out category.

I just tried to add it with Elevate tool.   Has anyone had luck with this?

AirBNB is blaming OwnerRez

https://elevate.translated.com/categories

Hi!

My inbox remains with a (1) next to it indicating that I have 1 unread message, but I do not. All messages have been read and I’ve even clicked at the top of each page of the inbox to ‘mark all as read’. But the green 1 remains indicating that I have one unread message. How do I get rid of that? It’s driving me crazy 😜 

OR Team and All,

Is there any update on the ID upload and guest verification solution? 

Jacob 

Hi Jacob,

You can capture guest IDs by way of a Custom Field Definition. Steps for how to go about that can be found here:

https://www.ownerrez.com/support/articles/capture-additional-fields-on-checkout-quote-acceptance

Note that OwnerRez itself can't do anything with that ID. It would be a manual process on your end to vet these guests and make sure that the proper identification is supplied.

If you're looking for automated vetting options, I would suggest looking into some of our partner integrations here who may offer something along the lines of what you're looking for:

https://www.ownerrez.com/integrations#Insurance

OR Team and All,

Is there any update on the ID upload and guest verification solution? 

Jacob 

Hi James:

Generally, you want to make any changes to an Airbnb booking on Airbnb.com and allow the change to sync to OwnerRez.

You are changing properties and there is one issue that can make that complicated. When Airbnb checks availability to allow the booking to move between properties, they check the entire length of the booking- in this case, all three weeks. If those dates in the past are not available, the guest will be unable to accept the change.

Airbnb would tell you to modify the existing booking to the two weeks and have the guest book anew for the final week. Most hosts do not want to risk refunding and still having the guest rebook.

You could ensure the entire range of dates on the original booking are open on the 2nd property and request a booking change in Airbnb.
https://www.ownerrez.com/support/articles/move-booking#on-channel-airbnb

If you need assistance, feel free to write to Help@OwnerRez and include the original booking info plus confirm the target property to which you have moved the guest.

I've got a property that's set up like this:

First Payment: 50% required up front

Second Payment:  Due 30 days before arrival, collected automatically

Cancellation Policy:  Guest receives 50.00% if cancellation occurs at least 30 days before arrival; No refunds within 30 days of arrival.

So, officially the first payment is non-refundable.  We're very clear about it in the rental agreement.  But the "guest receives 50%" language in the cancellation policy keeps tripping us up because it leads guests to believe they're going to get their deposit back.  They don't receive anything if they cancel 30+ days out, we just don't charge the second 50% payment.

Is there a better way to configure this combo of payment schedule and cancellation policy?

There is no way for you to affect the order of your photos on Google. Both photos and, descriptions & headlines are AI edited on GVR. Google completely controls how they present the listing info synced from OwnerRez. 

You will likely, also see the aggregation of photos and descriptions from other instances of your listing (from Booking.com, Blue PIllow, Bring Fido, etc.), and you have no control of how Google handles that. 

I have a guest who has booked an apartment for 3 weeks. Unfortunately a pipe started leaking so I moved them to another apartment. It took 4 days for me to get the leak and everything tidied up.

So I have 1 apartment blocked out with an Airbnb booking for 2 more weeks which doesn’t have anyone in it.

The 2nd apartment has the guests in and I’ve blocked it off for the rest of their stay.

Is it possible to unblock the first apartment?

Hi there,

GVR is showing most of my less desirable photos upfront. I'm certain it hurts views.

Do any of you know if it's possible to transmit some photos to Google Vacation Rentals and not others. So all photos show on my direct listing site but a portion show on GVR?

GVR shows a lot of my less desired photos upfront. Also, if I tweak my photo metadata, would that potentially help change the order of them?

Thank you!

I think there is a better overall solution to cleaning calendars that solves this problem  --- implement a "Calendar invite" which can be triggered by events such as departure date. This would allow cleaners to have a single calendar with events from multiple properties (much easier to see and manage on a mobile phone, which many cleaners need to use). It would also allow you to add individual ;notes for any calendar event. My cleaning service has this with owners who use other PMS software, and she is unhappy we cannot do it.

Any updates on this feature request?  

Also, for Booking.com stays, both the Summary and Detail reports DO NOT subtract the 23% host fee that Booking.com charges.

So, the Summary report grouped by "Total Rent" erroneously reports the Rent amount which includes the Booking.com host fee, thus greatly overstating the actual NET Rent collected.

While no one expects OwnerRez to become like Quicken or other accounting/financial reporting software, having BASIC visibility into Rent collected AFTER all of the fees is ABSOLUTELY NECESSARY!

Please provide an update on this enhancement requested over 2 years ago.

Thank you in advance,

Jake & Andrea at http://www.WhiteMountainsGetaway.net 

Hi James,

From OwnerRez's side, we do plan on integrating with whatsapp which should allow a lot more freedom in messaging.

You can view the feature request for that here: https://www.ownerrez.com/forums/requests/whatsapp-business-integration

We don't yet have an ETA on this at this time.

~Caleb

User error.  I needed to be on the site that was set for multi-properties, NOT the individual property websites.

It looks like maybe the menus have changed just a bit.  I messed with the settings that were suggested, but the very high nightly price still shows up.  I, like Caleb, would like to remove this off the main page.  It's very confusing to the guest and definitely has the potential to scare guests (and owners)!

Please advise.  Thanks

The answer, for those as clueless as me: go into these sections that say "new" then look around for a corresponding "new" button next to the new thing.

Like it says.  I see the new buttons next to PM and Reports, but I can't find a blog post or other explanation.  The one next to Settings also says "New" but that's been there for a while. 

It would be helpful to know what's new...

Thanks.

Hi Carol,

Generally speaking we don't offer any currency conversions ourself, however there are some workarounds such as placing a currency conversion widget/tool in the header of your Hosted Website.

~Caleb

Yea, I already disabled it.  That is where I got the message.

I'm good with disabling it if that is the only way.  This is a brand new setup, so I was hoping to get rid of the mistake.