General Help and Questions

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Hi Michael,

Generally we recommend disabling over deleting for a variety of reasons. Most notably in case the data needs to be reviewed in the future, disabling it would allow it to be both reviewed and re-activated.

to disable it, navigate via PM > Owners, select the checkbox next to the owner in question and select disable.

Once this is done the system should hide that owner from the default view and for all intents and purposes it will behave the same way as if it were deleted.

~Caleb

I have mistakenly added 2 users for the same owner.  One "owns" the property.  Is there a way to merge them?  I tried to delete the user that is not the "owner", but the system only allowed it to be disabled.  I received this message...

"This owner is actively in use for bookings, expenses, statements or disabled properties. This owner has been disabled instead."

This is a new property, so there are no bookings yet.  I looked in expenses and statements and I didn't find anything tied to this user.  

Where can I look?

Thanks

Has anyone UK based got a workaround to send messages via a UK mobile number? The best I am looking at triggering an e-mail which is sent to something like text connect when then fires of the e-mail content as a text message.

If anyone has this working I'd be interested.

You should be able to edit that in the theming area:

https://app.ownerrez.com/settings/theming

Hmm, I need to update my phone information, and it is not under my profile. Could it be that this is now somewhere else? 

Thanks,

Acacio

I'm sure they are getting the messages. You can log into your Airbnb account and see the copy of the channel message sent from OR there in the Air inbox. And yes, they are "not obligated" - if they do not want to stay in your property. 

 Edited top add: I also have SMS trigger, and a trigger to send it the next day IF they do not sign form the 1st communication. I also add that they will not get access to the property without it. Usually works. 

Problem with that article is this sentence they stuck in, and which guests have come back at me with:

"You’re not obliged to sign anything."

Yes, actually they are obligated if they want to stay at my place. 

But, again, my question, I suppose is really for OR techs to learn from Airbnb, is - Are guests not getting alerts/notifications when this channel message is triggered and arrives in their Airbnb message box?

Coz it's Airbnb. Their guests think that rules are optional for them. Nothing you can do but keep sending the request. I also sometimes send them link to this Air help article https://www.airbnb.com/help/article/465

Thank you so much Joel!

Hoping it will help.

My best

Carole

The description is definitely Airbnb's. You can see it here in their documentation: https://developer.airbnb.com/page/supported-amenities

This page might be restricted to developers partnered with Airbnb, but you can send this screenshot to their support and see if that helps.

Hello - 

I'm having an issue with our elevator amenity when it is pushed to Airbnb.  The listing shows up on Airbnb with the words " The home or building has an elevator that's at least 52 inches deep and a doorway at least 32 inches wide". 

I do not know where this text is coming from and I'm concerned because our European elevator is much smaller than that. 

I have checked my own OR site, it does not contain this language and I have check VRBO which I also sync with from OR, and it does not contain this language. 

I thought it was from Airbnb but I have just been going round with them and they say it is not on their end. 

Is anyone else who has an elevator seeing this language in their Airbnb sync?

Thanks!

Carole

I would say that 7/8s of my guests who book through Airbnb don't respond to the triggered channel message with the Rental Agreement link sent immediately to them when they book. This requires me to manually send them an SMS with the link or to call them.

I'm having a hard time understanding why this is. I'm not sure that the majority of them are just ignoring my request, figuring they can get away without signing.

The requirement is clearly and prominently stated twice in my listing - once in the description and again in the house rules. Guests are also asked to tell me that they've read the rules and that they work for them. Yet even when they do that they still don't sign the agreement without my prompting them a second time via SMS.

I can't help but wonder then if they simply aren't getting notification from Airbnb that this message has come through, which should have while they're still in the Airbnb app or webpage.

Otherwise, if they're not purposely ignoring the SMS, what else explains them not responding to it?

Booking.com did begin offering an RTB option; at the moment, users are experiencing frustration, and there is no two-way communication. You can neither ask nor answer questions of the guest.  You are given 24 hours to accept the booking, after that the guest is given 24 hours to finalize the booking.

For now, we would recommend you stick with the BDC IB instead of RTB. We are hopeful that BDC will improve their offering and that OwnerRez would be able to integrate when the API is upgraded.

Hello, 

I saw that Booking.com (BDC) now accepts "Request to Book" (RTB) for API-connected hosts that are new to Booking.com (which would be my case). This seems to be a reasonably new policy from BDC. However, the instructions on connecting to Booking.com on the help pages still claim that we cannot RTB with Booking.com. Is the RTB something that will automatically be implemented if I create a BDC account and API connect to OwnerRez, or do I need to do other things? Or should I even wait for OR to update their API to accept BDC RTB? If the latter, do folks know if there is a timeline for this to be implemented? 

Cheers, 

Acacio

How do you synchronize expenses in OwnerRez to QuickBooks?

John

They have an exchange rate of 1 to 1 in QuickBooks.

Is there a way of doing this?

Hi

we charge in USD $, most of our guests come from Brazil who use BRL.

We're moving from another Channel manager and that will show the booking in the local currency and show approx and say we bill in USD and conversion is approx price, it helps our international guests see what it will cost them in their local currency.

Is something like this available in OR? I have over 300 properties and this is crucial to my operation 

Hi,

We have a general article on this subject here: https://www.ownerrez.com/support/articles/email-from-reply-to-verified-sender

however we also have a dedicated article for NameCheap here: https://www.ownerrez.com/support/articles/verified-email-setup-namecheap

If you have more specific questions after working through these, I would recommend reaching out to our helpdesk so we can work hand in hand with you.

~Caleb

I'm embarrassed that I missed something so simple.  Thanks, that worked!

I just paid NameCheap for a year for a email box for WhisperwindCabin.com

How can I set that up?

Would it work for your setup to adjust the cleaning fee something like what is shown, with the appropriate amounts? Then batch update the existing bookings.

Hi Daniel,

I know this is an old comment, but I wanted to mention here for the benefit of anyone else who comes across this thread: Lynnbrook Group has recently started supporting Hold (auth only) type transactions. We are in the process of adding support so that "hold" type security deposits can be used with Lynnbrook Group to avoid incurring those additional fees. 

The cleaning fee that is set for guests is $20 more than what my cleaner receives.  On the owner report, the owner's portion is being deducted for the full guest amount.  Is there a way to still have the cleaning expense be pulled into the report but at the reduced amount?  I know I could create each cleaning expense instead, but that's going to add more work.

Hi Michael,

If there are no surcharges applying then nothing automatic would apply at this time, however you can manually create and assign expenses.

https://www.ownerrez.com/support/articles/property-management-overview#expenses

~Caleb

Is there a way to have cleaning fees in the owner report for the times the owner blocks and stays at their own property?  

Perfect.  That was it.

Thanks

Hi Michael,

Automatic expensing is only possible through the surcharges configuration themselves at this time, so if there's an issue with how a surcharge related expense is generating you would typically want to look at the settings for that surcharge itself. There is an expense related section towards the bottom with all the relative settings.

Taking an educated guess it sounds like that cleaning expense could be set to pre-deduct, however there are a few other possibilities here so if you're still having trouble figuring this out please reach out to our helpdesk and we can work more closely with you on this one.

Here's what that pre-deduct setting would look

PS. Remember to run a batch update after making changes, to update bookings/surcharges with your changes: https://www.ownerrez.com/support/articles/property-management-common-issues-questions#changes

~Caleb

I have searched the forum without luck and tried to do a stare and compare against my other properties that are showing the expense on my reports.  I know it's something easy I have missed, but I can't find it.

Suggestions on were to look?

Thanks

Great, thorough answer.  I wish there were a way to pin or save posts. 

Hey Cody,

With the use of the {BUFIXUP} booking field, users can create their own Channel Template that allows OR users to collect guest contact information and renter agreement signatures. Those guests would enter their phone number directly on your Point of Contact form so you can ensure you have the right number for them, using the link provided.

If you don't already have a channel message in place to get that {BUFIXUP} link out to your guests, here's how to go about that:

https://www.ownerrez.com/support/articles/request-airbnb-guest-contact-information

Without setting up a channel message for this, your Airbnb guests will not receive your Point of Contact form, Rental Agreement, or payment page for Security Deposit (if applicable). You'd have to send it to them manually after asking them for their email address. {BUFIXUP} takes out the extra legwork for you and can be triggered to fire when the booking is created.

If you have any questions surrounding this topic, please don't hesitate to write to us at help@ownerrez.com

Hope this helps!