General Help and Questions

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Hi Renee,

That's generally correct! A common scenario related to this would be when Airbnb applies a resolution adjustment. Our API will typically automatically bring over the adjustment as a refund, however the charges wouldn't usually match at that point, and you would in most cases need to review the financials (to ensure the total is correct) then update the line item charges to match.

If you're still on the fence, please reach out to our helpdesk and provide the booking ID and we can try to take a closer look at your unique situation.

Hi BB,

Hmm, generally we'd considering switching your guest communications from Channel messages to Email early in the booking cycle for that very reason. There are a plethora of cases where the channel may filter content out of messages.

How do I clear up an outstanding balance left when refunding a guest?

Should I just edit the charges to reduce the amount due?

Sorry if this has been covered, I searched the forums & help documentation.

Just had this happened too. After approving in OR, my trigger message was sent to VRBO messaging confirming the booking and asking guest to sign the linked agreement, however the URL/link to the agreement was stripped out of the message. I assume since VRBO is not recognizing the booking as accepted, links cannot be sent in the messages. I'll try to resend the link once the time runs out (still showing I have over an hour left to accept the booking), maybe VRBO will recognize booking after time is up?

Caleb,

Thank you for your reply. I have gone ahead and responded to your email as well with further information. This very well may be a glitch on your end, but please do keep me posted. 

Thanks, 

Rob 

Hi Rob,

Due to the nature of this issue I would normally request you reach out to our helpdesk, but I see you have already done that! I will send an email shortly to discuss this further. But thank you for reaching out!

In short I believe you may have stumbled across a bug, but we're digging into it as we speak.

~Caleb

99% of the time (booking.com is one exception for some corner case scenarios), when I communicate with guests, I use OR Inbox. I'm not in the habit of checking if the message was sent successfully, so I guess I need to change that habit to a more "trust but verify."

What does that error message mean? Did I do something wrong in my message (the string), or is this an API error? If the latter, is this a bug in OR?

Hi Robert,

Our booking/inquiry widget already only has the fields by default, the photo is not generally part of our widget. 

Here's what our booking/inquiry widget looks like,

~Caleb

Hi we recently began Co-Hosting a property and did an Airbnb Integration and VRBO (still pending). Everything seems to be hooked up fine with Airbnb, the bookings come over, but I am unable to send messages through OR, it stays in queued mode, as well the templates with triggers are not sending and stay in queued status. Also, This listing used to be hooked up to a different OR account, but has been disconnected from the old OR account. Please advise as to why Airbnb messages are stuck in queued status. Thank you for your prompt attention to this matter.

How can I factor in the taxes on my hosted site? I think they are already calculated in addition to my fees on AirBNB and VRBO.

yep, that's what I meant. and I have found the article how to add fields but never found a guide how to remove them - it is a bit strange to me that it is not editable given overall OR DYI philosophy:)

ok, will suggest this as a potential add-on

Thank you for the help! 

Hi Nikolay,

Ahh, I don't have a payment processor set up on my test account, but you're referring to the form that looks similar to this one correct? Just instead of payment details has fields for guests to input their contact/personal info.

You can add required fields to the form in question, but the existing information is not modifiable at this point in time. Here we have an article that details how to add and capture additional information on that form, https://www.ownerrez.com/support/articles/capture-additional-fields-on-checkout-quote-acceptance

If that still doesn't satisfy what you're looking for, you should check if it's been suggested already! Use the link below to search our Feature Request forum. If it's not there you can write this up as a suggestion so other clients can vote up your ideas for new and improved features in OwnerRez: https://www.ownerrez.com/forums/requests

Hi Caleb,

Thank you for the response! I am actually talking about not the message but the Quote form itself, in particular the page where we ask guests to provide their personal information, e.g., all kinds of phone numbers - I am looking for a way to edit this form itself not the message(s) referring to the form

Best,

Nikolay

Hi Nikolay,

I assume you're referring to the general "Send quote to guest" template, found under system messages here - https://app.ownerrez.com/systemmessages

If you select the actions drop down for that row, you can choose to either alter the base message, or change to an existing template you've created.

I'd recommend reviewing the rest of the system messages as there are a couple of messages related to quotes within them.

Additionally we have an article here on system messages that may be helpful for you: https://www.ownerrez.com/support/articles/system-messages-overview 

~Caleb

Hi Jordan,

Would you please reach out to our helpdesk at Help@OwnerRez.com with a few examples of these messages so we can confirm exact details, And go over the finer workings with you?

Hi,

All the imports OwnerRez has to offer are generally present on the imports page - https://app.ownerrez.com/imports

The import bookings option has a selection for blocked off time as well, you can find that import here: https://app.ownerrez.com/imports/excel/bookingexcel

I am dealing with a company that only puts their bookings on a spreadsheet. They don't use iCal

The data I have to deal with is

How do I import that into OR so that the dates show up on my calendar as unavailable to book.

Thanks

Hello, I am the primary host for several properties but also a co-host on a few. I don't want the Airbnb messages coming into OwnerRez for the co-hosted properties. They are not part of my API integration, so I'm not even sure why they're coming through in the first place. If there's any way to disable those messages coming into OwnerRez, I'd greatly appreciate it if you'd let me know what that is. Thanks!

Hello, I am trying to simplify a bit the quote template - i.e. removing some redundant fields - any guidance how / where I can do this in OR?  

The bed options that OwnerRez offers, are the way they are because they are based on what is supported by the listing channels, which are limited.  For instance, while in reality sleeper sofas do come in various sizes, the listing channels simply assume a sleeper sofa to be Double in size - there is no option to select another size.

I have a bunk bed that is a Double over a Double. When I apply a bunk bed in the room, (VRBO) the system generates it as a Twin Bunk Bed.

Bunk beds are also available in Double or  Queen. In which case I have the Double. Providing the right size would mean that 4 people could sleep in this bunk bed instead of 2. I could switch the beds to 2 Doubles, but guests need to know that it is a bunk bed.

Also, my sleeper sofa is Queen size pullout and not a Double. The OwnerRez system generates it as a double.

Hi Caleb, I just reached out to support.

Bill

Currently, you can temporarily enable the disabled properties that you'd like to run reports for, then disable them before the end of the month to not be billed. These comments are very helpful as we are always listening to customer feedback when deciding what to update next. Please upvote this feature request here so it can move up the priority list, as our development roadmap is based on user feedback.

Hi Bill,

We occasionally see issues like you've described, and we'd love to take a look ourselves. Can you reach out to our helpdesk with dates and examples of what you're seeing so we can look at it together?

~Caleb

I have been going through the worst time with Booking.com and days showing as booked/blocked on my calendar even though they are not booked. The response I keep receiving from booking.com is that if you have a minimum night stay, it can not show the rate on the calendar, and it actually displays just as if your property is not available.

I am using Pricelabs to sync my rates to OwnerRez, which in turn syncs to booking.com

Has anyone else experienced this issue or know how to overcome it?

Bill

Hi All,

I was curious how others manage their calendar in Ownerrez for things like service visits. For example, I have an HVAC person coming on the 23rd, I don't want to block my calendar to make it unbookable, but I do want to denote on the calendar that someone is coming. The reason why I don't want to block is, I can always have the contractor come another day incase a booking comes in.

Do you typically manage these appoints in a separate calendar outside of Ownerrez?

Thanks,

Bill

Hi Cody,

Currently, not generally. While we do not currently offer this, you should check if it's been suggested already! Use the link below to search our Feature Request forum. If it's not there you can write this up as a suggestion so other clients can vote up your ideas for new and improved features in OwnerRez:

https://www.ownerrez.com/forums/requests

When changing a booking on a mutually blocked property, you first have to remove the mutual blocking to free up the availability. You can view the webinar linked at the top of this article (the mutually blocked property change is shown around minute 11 or 12):
https://www.ownerrez.com/support/articles/combined-properties-blockoff-lockoff

Then you make the change per the article:
https://www.ownerrez.com/support/articles/move-booking

Once you've made the property change, be sure to re-initiate the mutual blocking!

Please write in to the Helpdesk with specific details so we can take a look.  Normally you should be able to do this.

My guests booked the upper part of a vacation home and are now requesting to book the entire home but when trying to make the change on owner rez it shows that the unit is blocked since the upper unit was originally booked and block.. Help on how I can change without cancelling reservation.