General Help and Questions

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Have you had your first guests arrive/depart yet? Interested as well. How hard was it to set up on Booking.com?

I recently listed some of my properties with Booking.com. They have so far forced me to use Payments by Booking.com, where they charge the customer's card and transfer the funds to me the day after check-in.

I was initially looking to move to charging directly through OR, but I think I've discovered that, at least in the US market, they aren't charging a transaction fee. The amount they transferred to me is exactly the amount of the booking, and no fee was deducted.

I can deal with the lack of cashflow if I'm basically earning ~2.7% extra on every booking by avoiding transaction fees. :)

Anyone else able to confirm this?

Anecdotally (from what I've read online), it does seem that using Payments by Booking.com also seems to discourage flaky, likely-to-cancel guests and provides some insulation against chargeback risk, especially since Booking's options for guest verification are limited.

It's a little more difficult to deal with the whole security deposit thing (I'm currently attempting to send guests a link to enter their CC info into OR for that, but it seems that guests have a hard time finding/opening/reading messages sent to them through Booking.com, so that experiment may fail), but so far I've been OK.

It'll be interesting to see the demographic that uses Booking.com. My first guest was from about 3 hours away (Midwest) coming down for just a weekend stay...

Perfect! I'm never quite sure where to look for stuff. Thank you.

I have 4 payment methods set up: credit card, paypal, venmo and check. I have a direct book guest who made their first payment by check. When I was reviewing the trigger emails that will go to her for her second payment, the only options she will be given are CC and paypal. I looked at another guest, who is scheduled two months later, and all 4 payment options show up. I checked the rules for the property and there are no specific settings for second payments. The settings for first payment say:

First Payment
Rule
50% required up front
Offline Payments
For checks, arrival date must be at least 60 days in the future
For custom instructions, arrival date must be at least 45 days in the future

Seems like this might be the issue because the second payment request goes out 33 days before arrival. But I'm looking at second payments, not first. Thoughts?

Ohh this is brilliant. I think an email such as this should absolutely cover most of the questions I get asked.. Thank you so much - BlueMtnCabins

Lydia - There is a place to save files in OR. :)
In the top right corner (desktop) next to your account name, click the menu down arrow and then choose "Files". I use this feature a lot!

Yep, paying separately would be the best bet on that. Airbnb is rolling out this feature over time so if some of them have that option hopefully they'll get it to all -- definitely something to ask Airbnb support about as you transition over.

Thank you Chris, that makes sense. I'll go check all of those other listings' tax settings.

UPDATE:

I discovered on my Airbnb account that some of my listings have the invitation to "Add Tax" as you've described, but not all. One of the listings that I currently have to collect 2% for is one that does not have the option to have Airbnb pass the tax through to me. So, I'm still unsure how to handle the 2% tax for that property. Maybe I can just ask the guest to pay it separately, after they book.

You're correct, they are merging adjacent bookings. Blergh. I already have that calendar pulling to a Google calendar and it does the same thing.

However, that isn't really my issue. The issue is that the Evolve calendar seems to have stopped syncing bookings with the OR calendar. I have bookings that are simply not being pulled into OR. I get bookings from Evolve, but their calendar is such a pain in my ass, I swear.

Thanks Chris.

@Tim K - the problem is that legally it's a bad idea for owners to possess personal information from guests, such as credit card numbers or driver's licenses.

In CO and maybe other states there is legislation that requires owners to take difficult (for individuals) steps to secure these kinds of things correctly, so what's needed is some method for a 3rd party (who can meet the legal reqts) to do it on our behalf.

Your idea does have merit though, if everyone used dropbox they could give password protected access to owners who in turn could see it. But the problem is that a guest who ends up violating some rule would surely revoke the access unless they forgot about it, and you as owner might not realize it.

API integration is just the general concept of that direct connection with a channel where we can manage everything via API.

HomeAway and TripAdvisor require 5 properties for API integration. Airbnb and booking.com don't have any minimums, so you can use those integrations with just one property. Airbnb API integration is in beta currently and will be released to everyone in a few weeks.

Hello,

I am trying to follow the instructions on the article below to connect to the Airbnb API:

https://www.ownerrez.com/support/articles/channel-management-api-integrations-airbnb-setup-connecting

However, on the "Connect Another Channel" page https://app.ownerrez.com/settings/channels/add there is no "Connect" button on the Airbnb option.

Which is correct? Should we be able to connect to the Airbnb API as the article is instructing, or is the Airbnb connection "Coming soon" as the Connect Another Channel page says?

My thought is to create a workaround until OR gets something implemented. You could set up an "ID upload template" in OR. In the template, include a link to a document upload site (like dropbox) and have people upload the ID. Or just have a template with your phone number and ask them to text the photo to you.

Trying to make it so my cleaning folks don't have to work day before, day of and sometimes day after a holiday. So that would include check-in and check-out.

Still learning the terms: When you say "API integrations like AirBnB" does that mean for those who have 5 or more properties? Or do I get the benefit of pushing check in/out with just one rental?

THANKS!

Yep, for restrictions like that you'd need a season every year because the dates are different. What's the actual rule you're trying to set? Can't check in within 2 days of a holiday?

For the channel bridge rate push, it will push the rate and min nights.

For API integrations like Airbnb and booking.com, we'll push the allowed check in/out days as well.

@Lydia B - I know that minimum nights do get pushed, and technically that means OR gives you the ability to assign a value (min nights) to each date, and then push that value to VRBO.

I've tested only with VRBO and that works.

As to how VRBO handles the min nights I'm not certain. I've read in forums people who complain that their algorithm is flawed, and that you can get into odd situations where your min night setting isn't observed. The example given was where only the min night reqt from the arrival night was honored, and where other (later) dates had min night settings that were violated. That seems to be what you're asking.

I don't know if that's possible, but I try to keep an eye on VRBO as my dates start filling in and I do micro-adjustments in VRBO that make sense. I suppose I could do that in OR too, but it's just so easy to tweak directly from the VRBO site so for little changes that's what I do.

In any case, once min nights are pushed by OR into VRBO, it's all about how VRBO handles things, so not really something OR can control.

For HomeAway in API integrated mode, they will use the taxes you've got configured in OwnerRez. They will collect all of them but they don't remit anything -- instead the entire amount will be passed through to you and you'll remit them all yourself.

For Airbnb, they have recently added a custom tax collection mode where you can do the same thing -- set all of the taxes to be collected, and then have them pass all of them through to you and remit them.

If you check on a listing in your Airbnb account in the Local taxes and laws section (see screenshot), do you see that Custom option? If so, you'll be able to do passthrough taxes on Airbnb as well.

That way you can configure the correct taxes everywhere and there is no issue with double tax because of tax on tax issues that happens when you add the extra taxes to your rate.

When pushing rates via channel bridge, the rates and min nights will be pushed. Allowed check-in/out days won't be pushed.

If you're on an API connection like (HomeAway/TripAdvisor/booking.com/Airbnb) in API integrated mode, then we do push the allowed check-in/out days as well.

I believe that Airbnb and VRBO will use the longest minimum stay for a day in the period. I'd recommend double checking the logic once pushed because each site does things a little differently. Longest minimum makes sense, but some things like discounts are based on arrival day.

Yep, editing the scheduled messages is on the to-do list!

I know we've had a couple reports of issues with Evolve, but everything looks good from our end -- we can access the iCal and the syncs are running.

However I notice that it looks as if Evolve is combining together adjacent bookings into one event. For example if you have a booking from 10/1 to 10/5 and one from 10/5 to 10/10 they'll just put in one event in the iCal from 10/1 to 10/10. If that's the case with yours there will be no way for the system to know where one booking ended and the next began.

My recommendation is to pull that iCal into Google Calendar (so it's a third party proof), and if it shows incorrectly over there then contact Evolve support and see if there's a way to get an iCal that shows actual individual bookings.

that last sentence should have been:

...what happens if guest on VRBO or ABB requests a booking beginning on April 14? Will the 5 night minimum kick in since their stay gets into April 15-17? (These are just random dates for the example.)

Hello,

I am beginning to research using OR's Channel Manager, so am reading all of the documentation about it.

On this article https://www.ownerrez.com/support/articles/channel-management-api-integrations-preparation it says:

"Test that taxes are correct. If you had taxes turned off for a channel previously (like HomeAway because they were remitting taxes for you) make sure to turn them back on before going API. Some channels stop remitting taxes for you once you go API, so you need to make sure they are being collected. Consult the channel documentation we have for each channel to verify the specifics."

When I was testing as suggested, I discovered an issue.

In two of my properties' locations, Airbnb & VRBO collects & pays all except 2% of the required taxes. So in OR, I've entered the location's full tax rate (7.3% in VA and 10.875% in CO) for quotes for direct bookings, and I've also added a "2%" tax in each location, to use for VRBO & Airbnb bookings.

When testing, the system (of course) presented both tax options. I assume this might be a problem if I want to use the API Channel manager, right?

What do the rest of you do in locations where the listing site does not collect/remit ALL of the required taxes?

Thank you for the instructions, I'm happy to see that we can schedule "one off" emails for future dates.

The only thing I can think of that would make this even better is if we were able to edit a specific message once it has been scheduled (queued).

Hi, Rich! Sorry to bother you. Do you know: When you push rates to VRBO and ABB what actually gets pushed? The rates, obviously, but what about minimum nights and allowable check-in and check-out days? Also, as an example, if I have a 3 night minimum for April 1-14, then beginning April 15 I have a 5 night minimum for April 15-17, and in OR do not allow check-in/out on the 15th, 16th or 17th, what happens if guest rests a booking beginning on April 14? Will the 5 night minimum kick in since their stay gets into April 15-17? (These are just random dates for the example.)

My 2 cents:

I loaded the pdf files on my website. Instead of sending them the file, I send them a link to the page the files are hosted on.

example - https://jimandkelly.us/info/

That way, you keep them coming back to your site.

Is anyone else finding that their Evolve calendar very recently (like last week) stopped syncing new bookings with the OR calendar?

Thanks!

Guess I should have added:
If you want the same info to go out automatically to all of (or a certain subset of) your guests, go to your triggers and set it up for that email template to be sent.

Hi, Tracy! I love sending files to guests. Write your info and save it as a pdf on your computer. Then go into OR and compose your template. When you get to the point in the email template which you want your pdf, look at the options at the top of the email you're writing (where you can pick your font, add bullet points, etc.). On the top line, the second option (just to the right of "Insert Field"), is the option to Upload Images or Files. Just click on that and go pick your pdf file from wherever you saved it on your computer. (Some of mine are in the middle of my messages. Others at the end. Totally up to you where you want them.)

If you were looking for a place in OR to save pdf files, I don't think there is one. But once you Upload into your template you're good to go.

Good day,

I am trying to link a pdf file which includes our welcome packet in an email template to go out a week before a guests arrival. Is there a way to do this? I’m pretty sure I saw it before and attempted it but the guest was unable to open the file.

Thanks!

I think yes you need to set each year as 4th would fall on different day of week.