General Help and Questions

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The Forums are scheduled for a complete overhaul.

The Support Docs are already in the middle of a complete overhaul. There will be lots and lots and logs more support documents coming. And the Search function there does work fairly well, as you discovered.

Yep, we happened to just push out an update as you posted. This is now fixed, and I've deleted the duplicate reply on your post.

Thanks for the quick feedback!

Thanks, I had just found it. I'm not sure how though! I suggest you fix the search box in the upper right of the screen. I typed in longitude and latitude and nothing came up. I somehow encountered a help area and there was another bigger search box there, and I entered the information and it showed up.

I love OwnerRez but my ongoing issue is that it is too hard to find things. The user interface could use some improvement, and in the meantime though, if the search box worked that would help a lot.

SBF Vacation Ren is exactly right. The ARDI (damage protection) sold through OwnerRez is a "spread risk" model that covers you (the owner or PM) and does not involve the guest. This is real coverage that you can rely on. What the guest buys on VRBO and Airbnb is mostly to protect the guest and if they choose to admit that it was their fault (many do not). CSA, the carrier for VRBO, requires that the guest be involved and admit fault or they will not cover the damage. Airbnb is exactly the same way - their "host guarantee" is a very hollow promise that requires the guest to be involved.

Read more about the ARDI program from OwnerRez here:
https://www.ownerrez.com/support/articles/damage-protection-overview

Sure, it's under Properties > pick a property > Location.

Hi, It's happened twice now and will probably happen again with this post. When I hit submit topic, I get a red banner above saying that the post has not been taken and that I should refresh the screen and try again. Only when I refresh the screen, the post goes through. I am using MacOS 10.4.6 and Chrome 76.0.3809.132

Hi, I am trying out Pricelabs and have already connected using the API, but before I can see my pricing results it is asking for latitude and longitude, and I can't find the setting on OwnerRez where I can add that in.

Also, I tried doing a search for this and nothing showed. Also, is there a search available for the forums? I couldn't see one.

Thanks!

the HA "accidental" damage insurance doesn't cover you, it covers the guest. if the guest disputes the claim, you get nothing.

ARDI covers you. You are their insured, not the guest. That makes a difference when you're putting in a claim.

I just switched from Stripe to Costco's payment processing. I investigated Lynbrook and they are certainly nice and %s are marginally lower than the consistent 3% I was getting with Stripe.

But Costco's percentages are even lower (especially with some extra perks if you have an executive membership to costco).

Set up was pretty painless with plenty of available assistance and hand-holding as necessary. I had been concerned about this because the companies Costco uses are huge (Elavon and Converge).

In the end, though, even if the %s seem minimal, the volume I do (and will do now that I'm processing my own payments through HA/VRBO API) made switching worth my time.

Hope that helps.

Thank you. I must have meant to enter min 2 gap nights nut somehow updated weekend nights? Not sure how that happened. Anyhow, I fixed it now and will observe.

Fractionally it is, but whether it is worth switching. to me wasn't worth a hassle

I currently use Stripe, but have seen some comments that Lynbrook is less expensive.

Sheron Scurlock

I just had an instant booking come into OR via VRBO. They paid VRBO $59 for the accidental damage insurance, but I noticed I will be charged $20 for it through OR. My understanding was they had to have an address given in order for the insurance to be purchased, and that VRBO was not providing that info to OR. Am I mistaken?

I don't want to be charged $20 when they have already purchased it elsewhere.

Thanks,
Sheron Scurlock

I almost had a fit! I also use this feature a lot to make sure my guests has opened the email, to send those seemingly "automated" messages that I can blame on the system but addresses a problem I'm seeing on security camera or someone has called me about, to created scheduled emails that I think will help explain or alleviate a problem. Could not find it anywhere! Glad I looked at the forum and others are also worried about this must have feature.

To provide further feedback:

I don't use Quotes or Properties or anything under the CRM menus much at all, they could be demoted somewhere and I wouldn't notice at all. Mostly, it's Bookings and Inquiries, Emails (to find out whether a guest even saw one of my messages), and then Settings and some Reports (which also would be better as a menu than a page).

This is happening because you have a min weekend nights = 2 rule set on the property. Since the nights in question are all weekend nights, and since the season doesn't have a min weekend nights setting, that 2 minimum is overriding.

My suggestion would be to clear the min weekend nights rule on the property. If it's the same as min nights, you don't need it -- you only need that when it's different, like:

min nights = 2 but min weekend nights = 3

?

Thank you!

THANK YOU. You guys rock.

Yep, it's back but under the Tools menu now.

Joining in to ask to please put it back :) I use it all the time and could not find it till visiting here

Thanks for the feedback! We're continuing to develop our strategy on managing email, inbox/outbox stuff, and that's very helpful!

In the meantime, we've put email history under Tools so you have a quick link to get back there.

Yes pleeeaaassee put it back. Or at least put it under the CRM menu. The new CRM menu isn't helpful to me at all but I obsessively check that email tab all the time to see if emails have been opened. I had a mini panic attack when it disappeared.

Hi, yes, I like to check it to see if the person has opened the email (love that feature), how many times they opened it is also informative. Sometimes like to go back to see what exactly I wrote to the guest.
Thank you,
Wendy

Hmm, I wonder if they recently changed something. Will research.

So when you go to OwnerRez, you go to Safari and then what? Are you opening it from a bookmark, and if so what's the starting URL? Or do you just type in https://app.ownerrez.com?

Thanks!!

Can you explain a bit more about how you use the email history day to day? We're planning on a couple of different features around that.

If you want guests info instead of booking related email, go to CRM > Guests and click the Export button.

Please give me a more detailed directions~ step by step~ to download specifically guests names, emails, and addresses