General Help and Questions

Sort by

• Newest Reply
• Newest Topic

Hello,

I've run the Listing Site Conversion report for "Last Year" in my personal OR account (Rogers Vacation Rentals) and I have a question about the different sources listed in the results:

[direct]
Airbnb
DIRECT
DIRECT/REPEAT GUEST
Emerald Coast By Owner
EXPEDIA
HomeAway
VRBO

I'd like to take a look at the 14 bookings that are in the [direct] category, but I can't figure out how to find out which bookings they are.

When I run the bookings detail report none of the bookings have [direct] in the "Listing site" column.

How can I identify those bookings?

Love this. I have a few questions.

First- I want to create a discount code that ONLY works with booking directly from my website. How can I do that?

Next - Is this still true?

"Keep in mind that a discount code will override any other discount on the quote. Discounts and codes do not stack!
So if you have an automatically-applied last minute discount or something, and the guest enters a discount code, it will replace the other discount instead of stacking with it.
You can create more than one discount code, and potentially more than one that would be applicable to a given property, but guests can only use one at a time."

Thank you!

Becky G - Yes we got it for each of our properties. It is the result of VRBO/HA starting to do their own payment processing. They were using a 3rd party in the past.

I would prefer integration with and scripting capability for SmartThings. Makes a more vendor-agnostic solution and the products supporting SmartThings are increasing at a dizzting pace.

Becky G - No, I don't. In our area the OTA's don't do all the taxes so I'd have to part anyway. Also, if I do it I know it's done and filed timely. I get a receipt from the tax authority each time.

Hoping someone here has had a similar experience or knows the answer.........

I keep getting a message from VRBO when I'm on my listing saying that I will not be paid for any bookings without entering my banking info (which I am certain I provided when I signed up for this). When I click on the link they provide there is nothing else I can do as there is no area to enter the info or any further links to click on.

Hi Guys,

We are new to Owner Rez and are loving all the integrations it has. We do use quickbooks to keep the money organized and I wanted to see if anyone else is using quickbooks and how you are using it on the quickbooks side. We keep our financials with the owners very basic and were hoping to have Owner Rez export the PM and owner splits into quickbooks so we have it all in one place. The only information we need in quickbooks is PM and owner splits and taxes.

Looking for any best practices you have using quickbooks with the Owner Rez information

14 days prior to arrival and then 3 days prior to arrival.

Hi {CFIRST}, please find important information for your stay.

Property Address and Driving directions. Please PRINT directions and bring with you!

{PADDRM}

{PXDRIVING}

Link to map: {PXGREVIEW}

Check-in Instructions.

Check in time is no earlier than {BCHECKINTIME} ET on {BARR}

The unique door code and detailed instructions will be sent to you in a separate email prior to your arrival. Code will be valid starting on your check in date/time and will expire on your check out date/time.

Please inspect the cabin upon arrival to ensure that everything is satisfactory and do not hesitate to let us know of any questions, concerns or issues immediately upon check-in. Any issue not reported upon arrival may be deemed guests' responsibility. We can be reached via phone/text {MYPHONEI}. Please mention cabin name if texting so we can address your question expeditiously.

ATTENTION: The back doors are not equipped with electronic locks. Make sure to lock ALL the doors and windows prior to leaving the cabin (even for a short time). We are not responsible for any loss of guest’s valuables. Do not leave valuables in plain sight!

Check out instructions.

Check out time is no later than {BCHECKOUTTIME} ET on {BDEP}.

Prior to check-out, all dishware, glassware, cookware, and utensils should be washed and put away in cabinets or in the dishwasher with the wash started.
Empty the refrigerator and dispose of perishable leftovers that you are not taking with you.
Do not strip beds (i.e. please leave them unmade with sheets and pillowcases left on – this is for the convenience of our guests and allows housekeeping to easily determine if all linens are present prior to laundering).
Gather used bath towels and place in the bathtub for that floor.
Place all bagged refuse in the outdoor bear-proof container and lock/latch. No unbagged refuse.
Set the hot tub temperature to 85F. Ensure that hot tub is covered and cover is locked.
Set ALL upstairs AND downstairs thermostats inside the cabin to 60F degrees during the cooler months and 80F degrees during the warmer months (or HEAT to 60F and COOL to 80F).
Ensure ALL exterior windows and doors are locked.
After exiting the front door, pull the door tight, press the "SCHLAGE" button on the keyless lock, rotate the knob to lock, then verify the door has been locked.
Please TEXT to {PPHONEI} the following: "{CLAST} {PDISPNAME} Check list complete".
Late check outs not arranged in advance with the Owner subject to docking of the deposit.

{PXCHECKOUT}

Common Cabin FAQ and what's provided for your stay.

{PXFAQ}

What's included and what to bring and printable

For your convenience, all the amenities that we provide for the duration of your stay are readily accessible throughout the cabin for you to use. Please keep in mind that, unlike a hotel, there is no daily maid or housekeeping services. However, we provide basic cleaning supplies for everyday light cleaning needs, should you need them.

We provide per number of guests: Linens for all beds and daybeds, blankets, pillows, bath towels, hand towels, washcloths (one of each per guest), kitchen dish towels.

STARTER SUPPLY (approximate):

2 rolls of toilet paper per bathroom
2 rolls of paper towels
travel-size bars of shower soap
liquid hand soap
starter supply of laundry detergent, dishwater detergent, dish soap
couple of trash can liners

​NOTE: For longer-term stays, nearby stores carry these products, as well as any other supplies that you may need, in a variety of sizes to suit your preferences.

Appliances / cookware / household:

Coffee maker (regular 12-cup drip basket-style), coffee filters
Coffee maker (Single serve Keurig K-cup compatible)
Toaster
Blender
Hand mixer
Waffle iron
Slow cooker
​Washer/dryer.
Iron.
Hair dryer.
Pots and pans, bowls, drinkware, flatware, cookie sheets, bakeware, knives and boards, grill utensils.
Vacuum cleaner (located in the closet).
Mop, broom and dustpan.

You may want to bring extra towels for the hot tub, and also any items or supplies that you may need that are not mentioned here or in the Rental Agreement.

We do not provide firewood for firepit. You can buy firewood at local supermarkets or use branches/tree limbs that fallen on the property. Cutting of standing vegetation is not allowed. Please observe Sevier county open fire burn restrictions.

{PXPARKING}

HVAC operating instructions.

{PXHVAC}

Hot Tub Use and Safety.

{PXHOTTUB}

WI-FI.

Network: {PXWIFINET}

Password: {PXWIFIPASS}

Fireplaces Use and Safety.

Gas log fireplace(s) are only operational October - March. During operating months seeing small "pilot light" flame is NORMAL. Do not attempt to put the pilot light out. Remember that metal fireplace surfaces do get HOT when fireplace is in use. ALWAYS supervise children around the fireplace(s). Fireplace(s) should be operated by a capable adult over age of 23 only. Absolutely NO foreign objects, food, liquids or fuel of any kind in the fireplaces! No tampering with valves, timer switches, lines, equipment or outdoor propane tank. Running HVAC in "cool" mode when fireplace(s) are in operation may result in HVAC system failure. Any issue determined to be caused by improper use or tampering will result in forfeiture of Rental deposit and any costs above the Rental deposit amount charged to the Guest. If you have any fireplace related questions or concerns, please contact the Owners and we will address it promptly.

Winter travel in the Smokies.

Although it rarely gets severely cold or snowy in the Smokes during the winter months, it does happen occasionally. Snowfall typically occurs December through March, and sometimes as early as November. Please check the weather forecast before traveling. Also, if you plan to take Route 441 (Newfound Gap Pass) through Smoky Mountains National park, we suggest calling 865-436-1200 option 2 and 2 again for road closures and park conditions. Newfound Gap Pass frequently closes if there is snow or ice present on the road. Current road conditions are also updated on GSMNP Twitter https://twitter.com/smokiesroadsnps. We are not responsible for weather related access, road conditions, snow plowing/removal, or towing. Travel/cancellation insurance is strongly recommended for Winter travel.{PXWINTER}

{MYXREPAIRS}

Local Information.

Vacation Guide

Things to Do

Trolley Map and Gatlinburg Trolley Website

Local coupons and discounts

Have been doing it since I first listed on Vrbo in 2014. Vrbo collects them and passes to me and I remit both state and county. Same for Airbnb - I finally was able to set up "professional tools" which makes Airbnb collect and pass tax to me, and I remit. Same for my direct bookings. I rather NOT have any OTA meddling in my taxes since there is no proof ever that they have remitted them on my behalf and how much. It is not complex really, anyone with a spreadsheet or a dollar store calculator can do it in a few minutes a month.

There is a tick box in rates where it says pro rate or split. You have to set it up appropriately.

Thank you to all responders :) I *think* I have figured out the best way to do the templates, and yes, each of my properties are VASTLY different from another. For now, I will not use auto respond, in order to make sure everything is set up as it should be, for instance this morning I received an inquiry that overrode my PRIME date rates w/ the lowest rate in the inquiry--as the inquiry began in PRIME rate and ended in a lower shoulder season rate...YIKES. So, until I'm sure I've got everything sorted down to a "T"-- no autorespond for me. :(

Really, *you* don't want to convert the quote to a booking - you want your guest to do that, by accepting the quote and making a payment.

Here's more information on how that works, and what to do if you absolutely must convert the quote to a booking yourself:

https://www.ownerrez.com/support/articles/why-you-should-create-quotes-instead-of-bookings

How do I convert a quote to a confirmed booking? I know it is a really easy thing to do, just can't figure it out right now. Thanks

links and values that are property specific should be defined as custom fields, and inserted into template. So each property has its own values. That way you can use one template for all properties instead of defining copies of same template for each property.
of course it works only if the properties are similar enough. If one is on the beach and template text talks about beach and other one is in the mountains and template needs to mention mountains, this will not work. here is my sample template for respond-to-inquiry-with-quote. {PXOLIMIT} is a custom field I defined that holds maximum occupancy for each property; {FACEBOOK} and {INSTAGRAM} are linkks to FB and IG pages respectively:

Hi {CFIRST},

Thank you for your inquiry about {PDISPNAME} ({PIMGCAPTION}) - a private vacation home, rented out by owners (not a management company or an agent).

The dates you are inquiring about {IARR} - {IDEP} are available.

The quote is shown below, with the rate details and all the information you need to accept/finalize your reservation online.

First, please see information about renting our cabin:

NO smoking ~ NO pets ~ NO house parties.
Must be at least 25 years of age to rent, and be present during the entire stay. No 3rd party rentals. Minors under 18 can only stay with parent, legal guardian or responsible adult.
No occupancy above total {PXOLIMIT} (which includes all children ages 0 and up), with maximum {PXMAXADULTS} persons over 14 years of age. We do not permit over limit occupancy.
Amount Due to book is {QFPAMT}. Balance of {QSPAMT} will be due on {QSPDATE}. This amount includes Refundablerental deposit.
For Advance bookings, interim payments can be made at any time as long as balance is paid in full {QSPDAY} days before check in date.
Availability is real time and may change after this email is sent. Cabin is not reserved until paid and booking is accepted.
Rental Deposit of {PXDEPOSIT} will be refunded/released within 14 days after check-out if there are no damages or excessive cleaning required.
Primary guest must sign the Rental Agreement and provide valid photo ID within 72 hours from booking. ID must match credit card used for payment.
60 day cancellation policy (full refund if cancelled by guest 60 or more days before the scheduled check-in).
Payments accepted: major credit cards, Venmo, PopMoney, Zelle, personal or cashiers check, money order (at least 35 days prior to check in date). Credit card convenience fee may apply.
Address, driving directions and check in instructions will be provided after balance is paid and few days prior to check in. See distance from the cabin to popular area destinations.
Owners reserve the right to install/operate security/image capture devices outside for the express purpose of securing the entryway, parking, cabin and its contents and to enforce occupancy/pet rules compliance.
Check in is {PCHECKIN} ET and check out is {PCHECKOUT} ET unless pre-arranged otherwise in advance. Late check will be subject to docking of the deposit.
WIFI is available via satellite service (typical speed up to 12 Mbps; Connection speed/availability is not guaranteed).
Property has yard, fire pit and ample parking. Yard is not fenced. Children must be under supervision of capable adult at all times.
Questions? Check our Vacation Guide, FAQ, What is provided and Cabin floor plan.
Interested in future updates and specials? Subscribe to newsletter
See the Reviews of our cabins.
'Like'{PDISPNAME} on {FACEBOOK} and follow on {INSTAGRAM} - we post updates, photos, area info, specials, or availability due to last minute cancellations.

{QPROPAVAILOTHER}
Please use the buttons at the bottom to view more information about the quote or to accept it and checkout. Our checkout form is simple to use and very secure.

{QHCTAB}

Hello,

I use a Mac and macOS High Sierra v. 10.13.6 and Safari browser v. 13.0.4.

I am so frustrated because I can't see some of the buttons in Safari, such as the button to choose an email template or to "Send" an email.

The problem does not exist when I use Chrome.

I asked about this before and was told to clear the cache which I've done about a million times, as well as cleared history, etc. but the problem persists.

You may ask why I don't just use Chrome, then?

I have 2 OR accounts: one for my personal properties and one for my clients' properties. I like to open OR in each browser, one in Chrome and one in Safari, so that I can work back & forth as needed without having to sign out of one account and sign into the other.

Is anyone else having this issue, or have any suggestions on what the problem might be?

Well, y'all did such a nice job with the Rate Calendar that I only use the excel import one time per season, and then afterwards I can just use the Rate Calendar to make whatever changes I'd like. So yes I could use formulas, but that's way to much work (and error potential) to do for every little tweak as dates get close.

Thanks Val!

To set the second payment rule (and other rules on the booking), go to the Rules tab of the booking, hit the Change button, and you can set it there.

Thank you Chris, it is always nice to know that the staff at OR is listening to our thoughts and suggestions.

You said "you can set the Second Payment date on the booking and it'll show up on the booking detail report." Can you give me more specific instructions on how to set the second payment date on the booking?

I wanted to see if there were any updates to ideas on dealing with noise. I have a customer who owns in an HOA that is looking to enact rules about noise.

So it sounds like you're configuring a System Message template, is that right? Each one of those has only one template in your account. There can be multiple templates/triggers for each property if you want, but only one System Message for the whole account (for each type of System Message).

Usually, though, it's way easier to just do one template that has the overall stuff that's the same per property, and then use the Insert Field button to insert fields for the parts that change like property name, address, etc. Don't create a custom field for the entire body (although if it works better for you, you could), but create several custom fields just for the bits of data that are different like property highlights, directions, etc. That way your overall email template is the same, but it will mail merge with the sections that are applicable per property.

Sounds like more work up front, but then later when you want to change the common part of the template you have to only change that in one spot instead of multiple.

Here's an article that walks you through the ins and outs of custom fields and email templates: https://www.ownerrez.com/support/articles/pre-arrival-email-templates-triggers-custom-fields

Yep, we do recommend remitting them yourself if you can for two reasons:

a) Once you're remitting some for direct bookings, it's hardly more work to remit them all... and sometimes can be easier than trying to reconcile wrong taxes.

b) That way you have visibility and knowledge that they're calculated and submitted right and channels aren't making a mistake.

That said, if your taxing authority already has an agreement with the channel and everything is handled for you, there's no reason to do the taxes for that channel. But if (like in my area) the channels do 1 of the 2 taxes and not the other taxes, it's far easier to just do all of the taxes than to try and get them to remit their portion, you remit something else based on upping the nightly rate, and keep everything straight.

It is on the roadmap, no ETA yet. I'll nudge the people involved :-)

Yep, we've got it on the todo list to support a payment schedule with multiple vs just one final payment. Hopefully later this year, but I really shouldn't be talking about ETA's yet :-)

That's an interesting idea, something we'll put in the pot to start thinking about. Might work if it was just spot rates, but for sure not with seasonal.

You could hack this together yourself since you're using the Excel import/export for spot rates, right? Once you do the sub properties, then do another one with a formula to add the two together. Fill down, copy/paste values the resulting sums into the template spreadsheet and that should give you a file you can import on the combination.

Yep, right now scheduled payments are only for credit cards that are on file.

However, if it's one second payment, you can set the Second Payment date on the booking and it'll show up on the booking detail report. You couldn't track multiple payments on a booking but you can do one that way.

We do have plans to expand this to a payment schedule where you can set up multiple payments due, with dates, regardless of whether they are credit card based or not. Hopefully we'll get to that later this year!

No, but there should be. I could've sworn there was a page to see your posts but I can't find one -- noting it down as a todo :-)

That's happening because those are VRBO platform bookings with balance due. We skip reminders on calendar imported bookings by default because you don't want a guest getting an email from OwnerRez when VRBO is already going to handle it.

Awesome!

Yep, on the logged in site on your booking area it only searches the bookings and stuff in your account.

To search support articles, forums, and blog posts, use the search box in the support area: https://www.ownerrez.com/support. Yes, we know we need to put that at the top of the screen here :-)

Sounds like you already found everything you need, but here's an article about doing pre-arrival emails: https://www.ownerrez.com/support/articles/pre-arrival-email-templates-triggers-custom-fields in case you still had some questions.

Ahhh...I tried setting up different templates for each property and overrode the first one, I guess it's back to the starting block again. I had thought that if the Booking ID # was part of the body, all the info would pull from that property. Been working on this for a week now, and feeling very frustrated.

Ahhh...I tried setting up different templates for each property and overrode the first one, I guess it's back to the starting block again. I had thought that if the Booking ID # was part of the body, all the info would pull from that property. Been working on this for a week now, and feeling very frustrated.