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I'm having this same problem. I'm trying to process a refund for something and the card used for the payment has expired. However, the customer did enter an updated expiration date on their Security Deposit, as it also failed, so they entered the new date and then it went through. So, the updated card expiration date is in the system, but when I try and enter a refund, it only gives me the payment 1 or payment 2 to link to and both have the expired expiration date and it fails. How do I get around this?
I haven't returned their security deposit yet as their stay just ended yesterday. Is there a way I can link the refund to their security deposit that has the updated expiration date?
Thanks,
Kari
Please write in to the Helpdesk with the ORB number of that booking. You should also reach out to Resort Cleaning to investigate. I do not believe we push changes to them, but booking status and parameters are available for them to poll.
I have some questions on how this works as well. I had a booking scheduled via AirBNB API that the dates were modified. Is this booking change supposed to get automatically pushed to Resort Cleaning? If so, this wasn’t the case for me, I had to manually adjust it.
Second, I am considering combining two properties using the adjacent properties/mutual blocking feature within Owner Rez, does this get pushed to Resort Cleaning as two separate cleanings? Do I have the option to push it as one or two based on how my cleaner charges me?
Hi,
I'm setting up my payment method for Stripe and I'm going through the prompts and, it appears, I'm almost done. On the last page when it says 'Let's review your details', it's telling me I have missing information in the 'business' section. It's looking for a business website... I don't have one yet. How can I get past this error?
Thanks,
Tim
Wow. Always in favor except when they should be and aren't! I got robbed of 1500 for a website before i found you guys. I didn't win.
Stripe should offer a protection for this. Paypal would have my back!
Well if i have to play the legal game, then i will. In 8 freaking months!
Thanks so much for the helpful reply!
I'm afraid that's just how the credit card payment processing system works. Buyers can always dispute charges and almost always win; when there's a dispute, the disputed amount is immediately removed from the account of the merchant and held in escrow until the dispute is resolved, which nearly always is in favor of the buyer. There are a few services that provide what amounts to chargeback insurance, but they are extremely costly and not generally worthwhile. Unfortunately, chargebacks are kind of a cost of doing business.
The only real protection, if you call it that, is our signed Rental Agreements. As a legally valid and binding contract, if the guest does not comply with the terms by paying you as agreed, you can sue them in small-claims court. In most cases, they won't appear in court and you'll win by default, whereupon you can take further legal action with the sheriff's office where they live to collect the debt. Not fun, and not fast, but it's possible.
Hi Matt,
You can find the Quote Expiration under Defaults on the Property > Rules page.
Where is the feature located now? I can't see a Billing tab on a property.
The guest booked VRBO so payment processed through Stripe. They disputed it a month later and Stripe just took it right out of my bank account. They say it'll be up to 8 months before i get it back and that's only if the bank they use agrees in my favor.
The guest claims they tried to withdraw the dispute but then they went silent after that.
This is not right at all. Is there no way to protect us better from this type thing happening??
You mean, temporarily hide the listing on Airbnb?
https://www.ownerrez.com/support/articles/channel-management-api-integrations-airbnb-common-issues-questions#hide-listing
Hello. How do I snooze a listing with ownerrez? I want to make sure I can remove the listing from AIRBNB but still communicate with guests?
@BlueMntCabins... You ought to buy the domain name smokeymountaincabinsbyowner.com (note the extra "e" in smokey) and then have that auto-redirect to your real one. Every time I go to look at your site, I always spell it wrong and put the "e" in. 😆
Is there plans in the future to have the ability to grant access to the CRM without having to give full admin privileges?
Yes, and it is actively being tasked and scheduled. "Tiered Access" is what we call it.
Hi PacVIew! We actually just started working with a new WordPress designer for our large PMs clients that want a totally unique experience. He is using our WordPress Plugin to connect OwnerRez data but designing completely custom WordPress sites for customers. If you are interested, reach out to our help desk with a message asking for the WordPress custom dev contact, and we'll put you in touch.
Dori, Chris... Thanks for your candor! I appreciate your frustration, believe me, and 2022 was supposed to be "the year of accounting" over here. We've had a lot of meetings about it and tasked out a lot of stuff. Frankly, we continue growing on many fronts and have had to tackle some major PM and Channel work along with some dev-ops and sys-ops stuff to handle the growth. We pride ourselves on having solid features that work well and save our users' time, but the QB feature is (and has been) lacking and does not meet that standard. I don't want to promise any ETA on new work, but we are aware of how far behind it is and plan to address it in 2022. One of the big first steps to that is a feature we call "Deposits" that will complete the loop on linking payments with actual bank deposits so that you reconciliation can be to the penny. That is very close now to be scheduled.
I am looking for a developer that can help us build out using the APIs our own booking and guest portal website. In the past we have had sites built on a WordPress foundation with our prior property management system. We are open to that or any other possible options. We would love to know if any of you have built your own and could recommend developers for us to contact?
Yes, note that specifically states "The exception is... software-connected Hosts." That would be OwnerRez. :-)
Here's more resources that are useful in handling this:
https://www.ownerrez.com/support/articles/channel-management-api-integrations-airbnb-common-issues-questions#offline-secdep-complaints
It is confusing on AirBNB
Well, you don't have to disable the entire API, just disconnect that 1 property for the 5 minutes it takes to make the change, then connect it back up again.
If I want to create a custom link in airbnb, but I am linked via API, would you recommend I disable the API, while I make the changes?
No, that's normal - when you're using the Vrbo API, your Vrbo dashboard calendar should be ignored.
https://www.ownerrez.com/support/articles/channel-management-api-integrations-vrbo-common-issues-questions#bad-calendar
None of the issues I reported have been resolved. I remain frustrated with the integration, but I simply don't have the time to disentangle it. I do wish OR would lower the price given a) all the issues, b) the lack of fixes and improvements and c) the price of the QB integration is still nearly half the cost of the OR system (which in comparison is so much more robust than the QB piece). I wish I could recommend this to others, but I just can't.
PS: I want to add that ironically, much of my frustration stems from how excellent the OR system is and how responsive the OR team is to issues and bugs within their flagship product. I do think OR is top-notch. I just wish the team had the same commitment to this QB integration as they do to improving the OR system itself.
So...7 months later--how are we looking? I'm working with a professional bookkeeper now (doing books myself was too overwhelming!) and we'd like to explore the ability to sync OR (so she doesn't have to bill me as much for data entry!). Are we making progress towards addressing these issues and perhaps even going live with the overhaul that was mentioned as being in the works last year?
A few months ago, we sold off some of our properties, and now I'm understanding why this is an issue people are complaining about.
I keep running reports to analyze last year's performance of all my properties (I'll often do this when talking with a potential new client so I can show them what they might be able to expect as far as revenue/occupancy/etc.), but now my report data is hobbled because several of the properties I'd show them data for are now missing.
It would certainly be nice if OR could handle this more gracefully--perhaps add an option in the various reports to "include disabled properties."
VRBO bookings made via OR's api channel do not show up in my VRBO Dashboard. I have about 4 already and do not see any record of them on my VRBO dashboard. Should I be concerned?
Most likely you haven't connected or activated the API connections to those channels yet, which is how OwnerRez is able to update rates.
You may find this general setup checklist helpful:
https://www.ownerrez.com/support/articles/setup-checklist
Please feel free to write in to the Helpdesk for an account review - we can give pointers and identify what's missing after you've worked through the general instructions.
Hi, I am new to Owner Rez. I am liking it so far but I am finding it a huge learning curve. One thing I did today was update my pricing on Owner Rez and when I check the pages that my chalet is on (VRBO, AIR BNB, Trip Ad) none of the pricing was updated on those platforms... WHY??? haha
apologies, I figured it out, so nevermind!
Actually Ken, a follow up question. I have two hosted websites, but in the discount section, only one is available to choose under "my listing sites" when I choose which listing sites for a particular discount. I've checked and the other hosted website is live and no issues with the DNS.
Thanks Ken!
