General Help and Questions

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How do you populate the details button?
is there a widget to display all the property info?

Any domain name should be okay to enter no matter what the TLD (top level domain) is. It doesn't have to be .com. Any other TLD should work. That being the case, if you can share what the domain name is, we'll take a look and run some checks on our end.

With regards to email masking i.e. being able to send emails with your own domain instead of via inquiryspot.com. It seems there is an issue whereby it doesn't allow some TLD's

Namely .co.uk domains when I tried.

When you try to start the process it comes up with an error in ownerrez "The domain doesn't look quite right. Please review and correct.

But if I enter a .com domain, it goes to the next stage and gives you the TXT and CNAME changes that need to be made... But our website is a co.uk, not a .com

Anyway round this guys?

We had a momentary outage, but everything is back now. Please try again.

Sorry for the troubles! ☕

-OwnerRez Dev Team

Hey Owen! They've been back up for a bit now.

Is there an eta on when backend, integrations and hosted sites will be back online?

Thanks!

Is there an eta on when backend, integrations and hosted sites will be back online?

Thanks!

I am following up on this.
i now have a PHO covid affidavit that my guests have to agree to and sign prior to checking-in. (a county requirement).
I would like to request ownerrez to consider developing options so that contracts can not only be signed by the guest but also information provided by the guest within the contract.
I know we can use fields at booking and collect all this information and then use the information to populate contracts and documents, but this is very cumbersome, since information is only needed in this affidavit.
I currently am using another software to generate such contracts but hate to pay such a hefty yearly subscription for something that is not complete. Thank you for considering.

Has anyone used PriceLabs or Beyond Pricing and which one do you prefer and why?

Sounds like it got sorted out anyway!

Thanks, Ken, but this isn't an import from AirBNB, VRBO, or TripAdvisor. I've exported data from a competitor to OwnerRez and was using the Import function to import payments. I just looked again and the ImportPayments feature has the ability to Delete Existing Payments for a reservation when importing. Since I haven't taken any reservations in OwnerRez yet, I used that option. It removed both duplicate entries and replaced it with the correct entry from the file.

There *may* be. Are you able to get information about the affected bookings using Channel Bridge?

https://www.ownerrez.com/support/articles/channel-bridge-what-is-is-how-it-works

If so, then when you import the Channel Bridge file, you can select the option to overwrite all financial information. That'll wipe out all the duplicate data and replace it with fresh new updated entries.

Otherwise, please write in to the Helpdesk with an example and we'll see what can be done.

I made a mistake importing payments from another PMS system as I'm migrating to OwnerRez. It looks like I imported some of the same data twice. Is there an easy way to see what was imported and remove the duplicates? If I go into individual reservations, I can see both imported entries but I can't delete either one.

For everyone's benefit (if anyone stumbles onto this thread, like I did), this is what I settled on for now. It seems to work well as best as I can tell:

"4. A payment of {BFPPOA} is taken by Owner at the time of the booking. If the payment fails for any reason, it is the responsibility of the Guest to make sure that the remaining balance is promptly paid in full, or the reservation will be canceled with no refund of payments made.  All policies contained in this Agreement shall apply equally to payments made by credit card, check or cash and whether made via website, by phone or in person. Any refunds due to Guests from a credit card payment will be refunded by credit card transaction; all other refunds will be made within 30 days by check."

You can take out that clause (or that sentence with the {BSPDAY} field code) and write anything you want.

In fact, if you always take 100%, you could just rewrite that first sentence to say:

"A full payment of the entire booking total is taken by Owner at the time of the booking."

And not even use field codes. Field codes should be used when there's variability in how you do things between different properties, owners or bookings.

However, they also help keep your agreements and templates correct when your settings change. For instance, if you do what I just suggested and then change your first payment to 50%, the agreement would still say "a full payment of the entire booking total" instead of switching to 50%.

I looked at how you have it now and it looks good. 👍

Is there a recommended replacement of that text (from section 4 of the template) if you require 100% payment upfront? I recently noticed that I was getting some typos in my rental agreement, because I left this clause in there, but I require 100% upfront. So there was no value for BSPDAY and it confused a guest.

Hi, has anyone tried to list bedrooms on VRBO instead of entire homes? I see some people do it but wondering if anyone has tried it through OR and what are the results.

Thank you!

Thank Paul ;)

Got to say publicly that we have been looking at various channel management software for 18 months to find a good match for us. Every business is different and has different (sometimes complex) needs, so there are always going to be compromises/work arounds when deciding to go with which software. But very high on our list of priorities was great support (and not just support from people reading from a cue card, but quickly understood the nuances of issues).

So as well as the great software, it didn't go unnoticed to us the level of support you guys offer before we made our decision. We are only 3 weeks in and the support levels have been even better than expected. Please don't ever lose that ;)

So now I've stoked you ego's, get making those date changes!!! lol - But seriously, thanks guys ;)

Thanks for the feedback, Rob. We need to update all parts of the control panel to follow culture settings without question!

Thanks Ken, much appreciated.

The main areas are on the booking tab when in 'list' view (arrive/depart/booked columns), the quotes tab (again arrive/depart/created columns) and again on the inquires tab (BTW our rental property is just a mile away from Windsor Castle, so I had a quick chat with the Queen and she's insistent that it should be Enquiries, but I told her i'm happy to let that one to slide for now).

I appreciate you guys over the pond are used to seeing dates in that way, but quite confusing for us Brits. Especially in the low dates, i.e. we automatically read 03/04/21 as 3rd April where as you would see it as 4th March.

We've looked into this a little more, and if you set the date format in your Culture settings, it will change some (but not all) of the internal control panel displays. Work in adding this capability is ongoing.

Do you have specific places where this isn't working? We can make sure they're on the list to add that compatibility as we make changes.

Yes, that is not currently possible. We are presently working to improve our internationalization capabilities, beginning with customer-facing views, and eventually to include the control panel you use.

Hi Owner Rez,

As the above users have said, whilst I understand how to change the date format on the customer facing side of widgets and calendars. Is there currently no way to display dd/mm/yy format on the ownerrez control panel as such?

If not, is this something on your immediate radar to implement? or something you are not considering at all in the near future?

Many thanks

Thank you! A day later they still haven't updated in RL, so I'll reach out to RL and see what's up. Will update the thread when I get a response.

The codes should update in RL immediately, however if it is August I believe they have a separate "august lock guests" area where you have to look.

If the code is in OwnerRez, we got a successful response from RL with the code, so it should have been generated and available.

If you're still not seeing the codes on the RL side, and they're not in the August Lock section over there, contact RL support and they should be able to track down the details.

Hey all! I'm at my wits' end - I've got a Yale Assure using August Connect that is compatible with RemoteLock. For awhile I was just operating it via the August app since RL was being buggy with the booking times, but now that I'm using OwnerRez (a new thing) I want to get it all operating through OR and RL.

OR says integration to RemoteLock is connected and properties are mapped correctly.
RL shows the lock is online and my account is connected to OR
I have run the batch update for my future bookings on the subject property

But NO guest info shows up in the RL interface! I have a guest checking in at 4pm and even though all the correct info is in OR, and I've batch updated the bookings, that guest's info is not showing up in RL. There seems to be no way to verify that their code is in the system, and I can't just test if the code works on the lock because it's time-sensitive and wouldn't work right now in any case.

Any guidance will be appreciated - anyone else had this issue? Am I just not being patient enough for RL to update? (I have zero issues with my other properties, but those all have RemoteLock 5i hardware)

I had a guest contact me for the same reason. I created this response to explain why that happened and share it here in case others might want to use it:

========================================

Thanks for your message, I am sorry for any confusion.

When we put a hold on a guest's credit/debit card for the security deposit we have no idea how their particular bank will handle the hold. Every bank has a different process.

So what typically happens is the hold is placed one day before the guest arrives and could be valid for a couple to several days. When it is ready to expire (per the bank's process) if the "release date" (7 days after the guest departs) has not been reached a new hold is requested. This could happen several times, depending on the duration of the booking and the number of days the bank hold is valid.

If nothing else has occurred (like a charge against the hold for damage, for example) then the hold is automatically released on the specified date. 

We set the hold to be released 7 days after the guest departs because it could take the housekeeper several days before she can get to the property to clean it. We need to make sure we leave enough time for her to determine if there are any damages so that we can file the damage claim before the hold expires.

I have triggered the hold to be released today. Your particular bank's process will determine when the funds will be released in your account.

I hope this helps!

Unfortunately, this is normal, because we don't know or control when security deposit holds will be expired by the issuing bank. They notify us that they are *going* to expire it, but we don't know if they do that immediately, in a few hours, or the next day.

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

I have a following situation. Guest staying 6 nights. The original secdep that was reserved 2 days prior to arrival was supposed to expire and new one reserved (refreshed). well enter sent me a screen shot where it shows TWO "pending" auths for the amount of sec dep. This happened more tan once, renter not happy, is there a way not to "refresh" the sec dep is old one is still pending?

I too am in need of this trigger! I usually send manually, but I was in the hospital for an
emergency stay and due to the circumstances, the message didn't get sent last week. Ugh!
Has anything been done to address this yet?