General Help and Questions

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Does this apply to responses that happen from an inquiry? It goes to their email, even though they haven't booked yet?

So when it comes back to us, it comes to the email we have on file, correct? Also, on my emails, there is a footer with my own url website on it. I assume Airbnb strips that out.

Airbnb strips out anything in your message they don't like, and then sends what's left to your guest's own email address. If the guest replies, the same thing happens in reverse, and what's left of their response makes its way back to you.

I hate to sound stupid, and I've searched for this answer but can't find it. When an automated email goes out to an Airbnb guest, where does it actually go? It's not in their message thread, for that I think we need to use the Airbnb tab under "templates". So what email does it go to? Does it go to that guest.airbnb.com email address? How does a guest actually get it?

I would also love this feature for the exact same reason! Garbage day!

Most likely, you have one of the "Combine" options selected in your Preferences.

https://app.ownerrez.com/account/preferences

If that isn't it, please write into the Helpdesk with the quote number and we'll take a look.

when I create a quote and send it to a potential guest the system does not show the discount to the guest. I often have to discount even more b/c they do not know I have already discounted their quote.

Is there a Rooms column in the file? We recently removed that -- if it it's in your file from an older version of the template, that could be causing the issue. If it's there, delete just that Rooms column and save the file and try again.

If that doesn't work, send the file to help@ownerreservations.com and we'll have a look.

The same is happening to me! I've filled in the template and inputted all the data I have. Very frustrating!

Thanks for the quick response and fix!

This happened because of the consolidation we did to bring Vrbo and HomeAway to one channel instead of two. There was an edge case where the matching logic on channel bridge wasn't merging them correctly.

We just released an update that'll fix that, and updated those bookings to use the correct Vrbo listing site (rather than the legacy one).

Why would some of my bookings come into the OR system with a Listing Site of VRBO (legacy) and others come in with a Listing Site of (VRBO)? What's the difference in these two?

I have noticed that I have a trigger set for "Everything But VRBO" and the VRBO (legacy) bookings apparently do not follow the same rules as the VRBO bookings...

Thanks for your insights.

EDIT: The OR guys are ON IT!! Dev team looking into it.

Thanks for the feedback! We always do try to give a heads up well in advance when we make a change that could affect your rates or rules. In this case, unfortunately, we didn't factor in that case where there was an exclusion for Vrbo and not HomeAway, so we didn't get the issue into our notification queue.

I apologize again for the mixup here.

Copy thanks Chris, that makes sense. As a suggestion for the future, maybe give us all a heads up next time a change like that is coming so we can prevents such issues... I spent the better half of my morning trying to figure this out and fixing the problem it created, not to mention temporarily deactivating my VRBO listings in the interim.

Yes, this weekend we rolled out an update that merges all of the Vrbo/HomeAway family of channels into one Vrbo channel. We'll have more details about that in the changelog tomorrow.

I looked into your settings and I see what happened here -- before the update, you had criteria on the taxes for "everything but Vrbo". Since Vrbo and HomeAway were separate, that wouldn't exclude for HomeAway bookings previously. After the update, that criteria started applying to all bookings through the Vrbo API channel, since they're all now treated as Vrbo.

Looks like you've already fixed this in your settings by removing those "everything but Vrbo" criteria. I double checked the taxes feeding to Vrbo and they are included in the feed currently.

Just got a booking last night via VRBO API and low and behold there was no tax charged... I know my setting had been correct because just 2 days ago we got another VRBO booking and the tax was included... I hadn't touched any setting since then.

Now I'm also noticing none of the verbiage I see anywhere on OR has "Homeaway" like it used to, it's all now just "VRBO", including in the places where we select "apply to booking sites" ... I suspect this recent change had something to do with the tax debacle I'm experiencing also.

Did OR just make some changes and not make it abundantly obvious and clear to owners... or did they announce the change and I just missed it?

Same error msgs here.

These are intermittent network hiccups and can be ignored, unless you specifically see something wrong in your Vrbo listing.

I started to receive said report looks like daily. The latest has this:
ERROR Failed to retrieve Listing XML File at https://fast.ownerrez.com/haapi/haxml/ora7ccdcf175x/listing/{listing ID}
for both listings.
Is there anything I need to do?

Sure - the OwnerRez Widgets are driven by the data in your OwnerRez account, so if PriceLabs is connected and pushing rates into your account, that's what you'll get in your Widgets.

I am interested in getting a Wix website for a more updated look on my website. I have had the OwnerRez hosted website for the last year and a half. I am trying to make sure everything will work and flow smoothly. If I use the Wix website and add the calendar, availability, Book Now widgets etc are we able to still use Pricelabs and have OwnerRez push the rates to the website? Is there anything I am not thinking of that I would need to add to have everything flow nicely? All this is new to me. I have someone helping me build the website.

No, gaps are not created/enforced on blocks.

https://www.ownerrez.com/support/articles/property-availability-rules#changeover

Hi !
Do blocked dates also have the gap rule applied? If I Block out 3 days and have a gap rule of 2 days am I also preventing bookings from the 2 days before and after the gap?
Thanks
Tracy

Thank you, I accidentally disabled the widget. I do not think any of those options can be done with this builder, bummer... :(

The problem here is that you've got a double iframe situation going on with the widget. Because of how it's set up in your page builder, the embed is an iframe that keeps the OwnerRez widget from being able to access the outside page and see the URL parameters there.

Two ways to fix this:

a) if you can have the webpage builder transfer the querystring arguments ?or_arrival=2021-10-02&or_departure=2021-10-09&or_guests=8 from the outside page into its iframe, then we'll be able to access them

OR

b) if you can change the webpage builder to render the widgets out directly on the main page vs inside an iframe, then we'd be able to access the parameters directly

Also FYI, when checking this I noticed you've got a disabled OR widget on your main Cabins page.

If I get a visitor to site from a Smokies Common Widget referral, I thought that dates /guests will be prepopulated in widget on my page? Example:
1. person searches smokymountaincabinsbyowner.com and enters Oct 2 - 9 , 2021 and 8 adults in the search widget;
2. properties with matching availability are shown
3. Guests selects my property (Appalachian Escape) and clicks on it.
4. Guest is taken to MY website property page where I have availability/book widget for my property
5.
Expected result: Widget on my property page is prepopulated with dated Oct 2 -9, 2021 and 8 adults
Actual result: Widget is NOT prepopulated, and guest has to enter dates and number of people again.
NOTE: I see property widget prepopulating for one of Alliance partners, example: https://rentalcabinsingatlinburg.com/star-dancer-cabin/?or_arrival=2021-10-02&or_departure=2021-10-09&or_guests=8

Is there something wrong with widget set up under my property??? TIA

I know there are Changeover Restrictions to prevent a check-in or a check-out on specific days (like Christmas). While I don't care if guests check in or out on these days, I would like to prevent a flip so my cleaning crew does not have to come in on holidays.
Is there a way to set this?

Relatedly, is there a way to set a Changeover Cushion? What I mean is: I would like to ensure some bookings have at least one night between them (again, to give my cleaning crew extra time during certain seasons or around specific dates such as Christmas). I can't find anything like this, but I'd be surprised if there isn't a work-around.

Thanks!

It's certainly recommended that you do. Normally you can import the property listing data using this tool:

https://www.ownerrez.com/support/articles/listing-content-import

Working through this checklist will help bring in your booking data as well:

https://www.ownerrez.com/support/articles/setup-checklist

Hi I’m on a free trial, if I already have a website, vrbo, Airbnb and trip advisor listing do I need to fill all the content info in etc?

It does that by default. What are you seeing that would suggest otherwise? Please send the information in to the Helpdesk so we can investigate privately.