General Help and Questions

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You can use a Pending Status condition in your trigger. The Pending Status condition will work for an immediate or scheduled trigger. I've included an Immediate trigger example below.

If you'd like us to look at something specific in your account, please reach out to us at help@ownerrez.com

If the property does not already exist in Vrbo or Airbnb, we recommend setting up the property in OwnerRez once and then connecting it out to Vrbo and Airbnb. This way you only have to set everything up once. And we're all for saving you redundant work if we can!

Here is a support article that will assist: https://www.ownerrez.com/support/articles/add-new-property

If you need any more specific guidance, feel free to hit us up at help@ownerrez.com.

I don't configure my properties for insta-book, only for RTB.   I have a template created to send guests when they make a request, but don't see where I can create a trigger setting to auto send the template when a reservation request comes in.  Anyone know how to go about that?  Am I missing that somewhere?  TY!

I currently only have one property but am looking to add another.  Its been awhile since I setup in OwnerRez but I was thinking there was a preferred order that you want to setup a new property due to the transfer of fields in either the import or export.  I was thinking I needed to first setup the property in VRBO, import it from VRBO into OwnerRez and then create a new listing on Airbnb by letting OwnerRez push that info.  Can anyone confirm this or am I completely wrong?

At this time, you can only change the wording in the blue box at the top of the screenshot you posted by navigating to Settings > Form Messages.

You can 'assign' a particular Legal Agreement to select platforms:

If you're collecting any Point of Contact information or a credit card for a security deposit hold, you'll need to have something in the Legal Agreement. It could be as simple as an agreement to abide by your house rules, or a confirmation that the guest agrees to have a great time while at your property!

In your case it sounds like you'll have two legal agreements - one for Airbnb and Vrbo guests and one for everyone else.

If you have specific questions we can address related to your account, we'd love to take a look! Just drop us a line at help@ownerrez.com 

Thank you. This is exactly what I was looking for.

I do not require Airbnb and Vrbo guests to sign renter agreement, but I do want guests who book from all other channels to sign one. How do I set that up? When I used to BUFIXUP link, it still asks my Airbnb/Vrbo guest to sign an OR-generated renter agreement.

How do I change the wordings under section "Complete your registration"? I do not require renter agreement for Vrbo and Airbnb, but do require it for all other channels.
Thanks.

Ok but do you know you can create trigger/template to send an email or SMS automated message 3 days after check out to share a rebooking link for their next trip natively in OR? 

Just create a template with your booking link, something like this 

 template (this is email but you can create similar for SMS) 

Trigger (you need Scheduled trigger, X days after booking departs or on the day of departure - your choice)

Of course you can add conditions to the trigger to exclude guest who are tagged as bad, had sec dep held  etc  

When it comes to reports, Total Rent should pull the booking line items labeled as Rent or Show as Rent.

The Net Total is the total booking amount minus Host Fees. Host fees are typically assessed by channels or payment processors and are tracked on the Transactions tab of the booking.

When you run a report, you can open one of the bookings on the report and tie the numbers on the report to the numbers in the booking.

If you need any assistance with this, see an issue, or have other questions, feel free to reach out to us at help@ownerrez.com!

What does everyone use for rental projections? If a potential client wants you to give them something in writing that looks professional. 

Something that shows occupancy rate, number of nights booked, average price and have a gross rental projection... HELP!

I'm attempting to use Zapier to automate moving OwnerRez contacts to SendGrid (for Email) and Twilio (for Texting), so we can send them an automated message 3 days after check out to share a rebooking link for their next trip.

I'm having trouble with the "Triggering Event." I'd like it to Trigger on the guest's checkout date. But all I see is the following:

"Booking Created"

"Booking Updated"

"Contact Created"

"Contact Updated"

I was thinking maybe I could use one of the above to pass along the right information (like the check out / departure date), but I'm not see that as an option. Would love any help this community could provide. Thanks!

Problem still not solved......
But the workarround is indeed to remove the tarifplans in Booking.

Toke a full days work to figure this out.

I am trying to get a really good handle on the reporting but for some reason I seem to be struggling with the concept of "Total Rent" versus "Net Total".   Can someone please help me understand the difference?   Thanks!

I am API connected now and I 'm trying to determine if VRBO is providing damage waiver?  They are charging the guest per their charge breakdown.  Or do I have to select from within Owner Rez to apply the damage waiver? I had some bookings that were manually entered or channel bridge into OwnerRez so I can not tell if the damage waiver was applied in VRBO or needs to be applied in Owner Rez

Hey Karen,

Please write to help@ownerrez.com with some booking ORB#s we can take a closer look at, as well as the charges breakdown you're seeing in Vrbo. We'll be happy to take a closer look for you and see what's going on.

I am API connected now and I 'm trying to determine if VRBO is providing damage waiver?  They are charging the guest per their charge breakdown.  Or do I have to select from within Owner Rez to apply the damage waiver? I had some bookings that were manually entered or channel bridge into OwnerRez so I can not tell if the damage waiver was applied in VRBO or needs to be applied in Owner Rez

We use Gross income - channel fees - CC fees - tax - cleaning fees = our basis for our 20% commission. We take 100% of cleaning fees and pay cleaners directly.  We try to make 20% on that, but it varies a bit. Owners pay all other costs, and we charge a project management fee for major refreshes / remodels.

We chose this model to avoid owner pushback for double charging on the items we exclude. However, in our market, it does feel like we are worth more than we are receiving.

How about you? Tips and tricks?

I think (not certain) it was possible to attach a PDF sample RA copy to Vrbo via uploading it into Files 1st. Then send it to the potential guest as an attachment via Vrbo inbox. In Airbnb, I put the shortened version of the RA into "Other things to note" under Property description. Have not had a problem. 

If each is a bookable room, you would need 10 OwnerRez properties. Our pricing is transparent - you'll know ahead of time what your monthly bill will be! You can see pricing for 10 properties here:

https://www.ownerrez.com/pricing?properties=10

If you have more specific questions, please don't hesitate to reach out to us at help@ownerrez.com

Thought I had seen this topic addressed previously, but can't seem to find it now...

I've recently had issues with guests declining to book because they want to preview the Rental Agreement (RA).

...but how is this possible when airbnb/vrbo filters out any messaged weblinks, during the prebooking communications?

Hi

I’ve got a client that is converting and old B & B into 10 individual guest rooms.

Is there an option to do a parent/child thing with ownerez or am I going to need to pay for 10 subscriptions?

You can use the override function on the Rates Calendar to override the Changeover rules for specific date/dates.

Here is a support article that will provide more detail:

https://www.ownerrez.com/support/articles/rates-calendar#rules

We've also addressed your specific questions in the ticket you submitted to our team - feel free to reply to us from that ticket to keep the conversation going!

Is this still the case?

You're correct, the issue is due to 3DS requirements. 

The bank decides if a transaction should be challenged via 3DS - most are, but not all. Owner Rez won't know until the bank asks. Once we get the decline it is normally approved by the guest, assuming they see the pop up. The action required is the guest needs to approve the transaction via email, text, or app.

I've heard from an owner in the UK, also an OwnerRez employee, if the 3DS challenge is met when the $1 authorization for the hold is made, the subsequent hold is more likely to clear without requiring any additional validation.

You could modify your booking messages, telling guests to make sure they look out for the authentication message via email, text or app. And you could add a few lines in the blue form messages informing them as well. You can create those blue form messages in your account here:
https://app.ownerrez.com/formheaders.

This article also provides some additional information:
https://www.ownerrez.com/support/articles/form-messages-overview

If you have any additional questions on this, feel free to reach out to us at help@ownerrez.com

How do we add Alt Text to photos in Airbnb - or for that matter all our api connections?
Air has a separate field for them.

Hi Donna!

It's our understanding that this should only apply to hosts that are not API connected. If you have any properties that are not API connected, you'll need to log into Vrbo and opt out of the discount. However, if the listings are API-connected, then this shouldn't apply to them.

Please reach out to help@ownerrez.com if you have any questions!

Disregard the question about Vrbo. I guess we don't need to worry about that one.

Airbnb's new experiences I understand comes with an opt out for hosts. How do we do that?

Yes, you can configure security deposits differently for each booking channel in OwnerRez. For Vrbo and direct bookings, you would set up security deposits in your Property Rules settings, while for Airbnb, you can specifically disable them in your Airbnb channel integration settings.

For Vrbo, you would:
1. Enable security deposits in your Property Rules
2. In your Vrbo channel integration settings, check "Schedule a security deposit using OwnerRez property rules"
3. Select "Don't show in Vrbo guest charges. Instead, I have stated the security deposit hold and amount in my house rules."
4. Add security deposit information to your house rules

For direct bookings through your website, the security deposit settings from your Property Rules will automatically apply.

For Airbnb, you would simply not enable the "offline" security deposit hold option in your Airbnb channel integration settings.  

1. Vrbo Setup & Connecting -> Security Deposit
2. Security Deposit Holds -> Airbnb

Hi Stephanie:

Welcome to OwnerRez! There is a lot to absorb, at first.

In my experience, there are a couple of common reasons for credit card payments to fail:

A) The bak is a bit overzealous in applying a fraud flag. The guest usually needs to reach out to their bank to okay the payment, which might have been an unusual transaction for them
B) insufficient funds. You are correct that, even if the other host refunded the amount, it can take a few banking days for that to be applied on the card.

One other caveat, if a guest uses a debit card, that can be very messy, Refunds and security deposit holds can take 5-25 days to be returned to the account, depending on the bank. 😮

When there is concern/confusion about the credit card payments of a specific booking, there are two places to check. You can always seek confirmation, directly, from your processor as they have all the info; most processors are available 24/7. There are a few things they do not sync to us, like chargebacks, or voids/refunds you might have processed on the processor site instead of OwnerRez.  

Or you can go to the booking>Transactions page and scroll to the bottom, click the green CC processor link:  

Which shows you the transaction history at the bottom. Hovering over the decline badge may show you why the card was declined.