General Help and Questions

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Mai: It's a process and not easily explained in this chat. Have you joined the Facebook group "Unofficial OwnerRez Support Group"? It's a great place for support. First thing: draw up your Rental Agreement (or use the one provided by OR). Get it typed up and add to your OR account (Settings > Branding & Legal > Legal Agreements). Second: Write the email you want to use when asking someone to sign your rental agreement (Settings > Messaging > Email Templates). Third: Set up the trigger to send the email and make sure you select "as soon as" the booking "is created" (if that's how you want it to happen). There are SO MANY other considerations - take a look at that Facebook group and don't hesitate to send direct messages to other members for help (myself included - Lydia Bianchi). And test, test, test!

Does OwnerRez offer the e signature? If they did, would you please show me how to set up and send out? Thanks.

Can you set up a "Season" just for that week and use the check boxes at the bottom to designate which check-in/out days you want?

Hello,
I have it set up that guests can't depart on Saturdays because I was getting a lot of people dancing around that night due to it being the most expensive. I just had a booking come in that arrives on a Saturday with the two nights before it available. I want to know if I can change it so a guest can depart just for that one Saturday so it shows up in AirBnb/Homeaway searches? I would think its something along a spot rate type of thing that I would allow it just for that specific date?

Before I was API integrated, I had all the guest contact info (as a PP). Now since the integration the contact info is gone. Which makes little sense - vrbo trusts me enough to collect and refund my own payments but not with guest contact?
recently 2 guests were having trouble booking on vrbo - it kept telling them that dates are unavailable when they started to go through booking process (obviously dates were available because they must have searched by available dates to find my listing). One eventually succeed after several tries, another kept asking and apparently contacted vrbo who in turn told them to contact me (ha! how can they - vrbo blocks anything that even resembles phone or email addr). After rounds and rounds of messaging I was able to direct her to the website where she happily booked. So I was wondering if lack of contact info is a glitch or a feature. Also troubling that at least 2 renters reported issue trying to book via vrbo and it tells the that "dates unavailable" even when dates are available and min stay limit is met ( I double and triple checked). How many more just abandoned booking process without telling me altogether? Anyone has similar experience?

I have had this in the past and ended up changing the First Payment to $10 just to get it booked. Then I give them an "offline" option for the payment (like Venmo or a Check) so they are allowed to book but don't actually have to send me any money.

Would definitely be nice to be able to allow zero now. And I think OR has said they are working on their payment options to give us more flexibility.

Hi guys. Any updates on receiving a text when inquiry comes in? Thanks!

Has this process changed? I am trying to adjust the rules within a specific quote, to allow the guest to make a pending booking with no payment required until a set date. Even though I've selected "Card will not be charged at checkout but will be kept on file." the quote still shows that the balance is due at the time of booking.

Strange!

What if you go the survey link directly on Google:

https://docs.google.com/forms/d/e/1FAIpQLSdc3SDGBtAySnlS2i74sbZK0jVEUklrE5nNkNd_P4AVi6TjGQ/viewform

I use FF.

I don’t have any add-ons that block iframes or scripting, but could an ad blocker be the culprit? I’ve never had any issues with OR before.

@Scott: I assume you're referring to the blog ones here?

https://www.ownerrez.com/blog/coming-soon-to-a-site-near-you

Loads fine for me. I can click items and input text without problem. Here's a pic of me doing that.

Do you have browser extensions that block iframes or scripting turned on? Some other kind of malware that's a bit too aggressive?

What browser are you using?

When I click on any items in your surveys, I get a pop up with an error message that says, "File unavailable. Sorry, there's a problem with this file. Please reload."

I now see the message pasted below when I try to modify a guests checkin time.

How can I change a checkin time per reservation in Airbnb? They don't seem to have that capability unless it's somehow locked by using the API.

(paste)
Channel Calendar Linked
This booking is managed by the xxx@gmail.com Airbnb channel.

If you can, we recommend making any changes on the channel which will then automatically update the OwnerRez booking. Or you can unlink from the channel calendar and make the changes in OwnerRez, but they won't be reflected on the channel.

Sorry. I'm not sure how I missed that last night. Thank you.

Sure - it's in the settings for each widget. You can select which properties are used for that widget.

Hi Dewey,

You can go into their Booking, Legal tab, and Request that they sign it again. You may want to edit the email to emphasize the information that they did not provide.

Or, if you've already gotten the information some other way, you can manually edit it in the Custom Fields tab. That way it'll already be there for them.

My payment link for some reason has suddenly begun using a template I don't want it to use, so my guests can't pay securely online. This is a situation I need to figure out, but in the meantime, can I simply collect her credit card info and key in a MANUAL charge just to get it done?

Thanks!!

Is there a way to resend the rental agreement to a guest so that she can fill in missing info?
I have custom fields that the guest fills out.
One is for names and ages of guest - this guest only provided names
A few others are related to dog info - breed, weight, flea and tick preventative, etc. This guest only provided the name and breed.
How do I have her go back and complete the missing info?
I searched help topics but found nothing.
Thanks.

How would I do that?

CatP - one workaround you could try, would take some research, but I did this years ago in similar situation. As long as you have an always on computer somewhere (ie: windows computer) you might be able to use a remote login software (I used to use LogMeIn but it's changed since then) and open up a graphical session. I'd imagine there are many software packages that do this today, but unfortunately I don't have any need for it so I've lost track.

Basically you would leave the home computer on 24x7 and just log into it remotely and open a remote window on your Surface. From that point everything should look like usual, except that mouse clicks on your Surface are actually controlling the Chrome window on your home computer.

I used to do this kind of thing every night, I'd leave the office and come to my home and login remotely and keep working. This wouldn't be 100% reliable because maybe the home computer gets hung, but most often it would work.

There are probably ways to do something similar with an Amazon virtual server, but that's more involved.

Just some thoughts, I'm with you about the annoyance factor of needing a laptop. But it seems like there are technical difficulties/impossibilities involved.

If you go to the "Support" tab and search for "Damage Protection Overview" there's a lot of info on what's available.

Just remember this is for ACCIDENTAL damage. Will not cover intentional damage. (Fortunately, this covers the owner, so you don't have to get the guest to admit they damaged something.)

Does OwnerRez offer a Property Damage Insurance?

Hi. I can’t seem to find the topic regarding receiving a text when an inquiry is sent. Can you please tell me where that stands? Are we able to receive it now? If so, where do I go to receive it?

Thanks,
Claudia

Unfortunately, iOS/Safari extensions don't support the features Channel Bridge needs to use to pull in the data. Channel Bridge is a very specialized tool that drives your channel account login to download/upload data directly -- most PMS's don't have a similar tool.

On your Android, you can use Kiwi Browser: https://play.google.com/store/apps/details?id=com.kiwibrowser.browser&hl=en_US or Yandex Browser: https://play.google.com/store/apps/details?id=com.yandex.browser&hl=en_US -- both of those support Chrome extensions.

Fixed!

Is anyone else seeing this? I had this twice today, no sure why.

A guest booked, then immediately after they get a message from AirBNB that says I can't host them.

I am faced with the same problem- have a new Samsung tablet ( may 2020), and I cannot access the chrome extensions. I bought this expensive tablet so I could work remotely. I WAS using a laptop when I signed up for OR, but the need for mobility drives people toward tablets.
You are really falling behind on this as probably many of your customers use android and iOS. I would use Firefox if that's the way to use the extension. Otherwise I will have to look for another PMS program that is more mobility-friendly.

Chris / Ken / Paul & Paul

Any updates on the ability to be more flexible with payment schedules? Thanks.

Chris/Ken/Paul - can y'all provide specific instructions to us (me ;-)) about how to configure OwnerRez to prevent back to back stays?

In my case I want to have the following:

- Guest books Mon-Wed and leaves Wed by 10am. Unit remains empty Wed
- Cleaners clean sometime Thur. Unit remains empty through overnite
- Earliest next booking can start is 4pm on Fri

So essentially this is a 2 day gap following each booking.

I'm personally using the API for Airbnb and channel bridge for VRBO. I can do blocks manually for any direct booking guests I receive, mostly worried about Abnb and vrbo.

In addition I have the issue with ResortClean where it seems to create cleans for blocks, not sure if their upcoming changes that they announced will change that. So assuming that OR creates blocks after a stay I will need to delete the associated booking in ResortClean.

Final request - I plan to leave the blocks in place forever as an indication of the dates being unavailable for booking. If y'all can think about the implications of having so many blocks scattered among legitimate bookings we might avoid some unexpected issues with running reports in the future. Not sure what this might be, I haven't thought it through, but if I get 20 bookings in July I'll have 20 blocks and I imagine many reports will be affected. Maybe some kind of tag on these blocks along with a customized title could help so that at least in the future I can distinguish them from legitimate blocks that I use for myself for repairs and improvements and/or personal stays.

Hi there,
I have just implemented the OwnerRez widgets. How do I change the default date formats showing in the widgets to our local requirements? In OwnerRez, I have the Culture changes in place for Australia but this does not seem to have bearing on the dates in the Widgets.