General Help and Questions

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Annoying problem that I think is just a quirk in the settings.

I have a property with 3 rooms that sleep 4 and 7 rooms that sleep 2. I have all the sleep 2 rooms set as 2 adults no kids and the sleep 4 as 2 adults and 2 kids max. The problem is when I search for 2 adults and 2 kids booking.com will always show 2 rooms that sleep 2 rather than a sleeps 4 room. Obviously this makes it much more expensive.

Any suggestions on set up would be gratefully received.

That looks like it is only for SMS though? Not e-mail.

Hey Bryan - Often, the guest doesn't see the field where they need to indicate they are bringing a pet, because it's hiding behind the number of travelers field, with no indication it's there. And if they don't indicate they are bringing a pet, the pet fee won't be included on the booking that comes from Vrbo.

When this happens and they let you know they are bringing a pet, you can let the guest know the pet fee was not initially included since it wasn't indicated on the booking. You can add the correct pet fee to the booking by using the steps included in this support article:
https://www.ownerrez.com/support/articles/changing-the-charges-for-a-quote#manually-change-charges

Then you can ask the guest for payment, either on the card on file or using a different payment - steps are in this support article:
https://www.ownerrez.com/support/articles/booking-collect-payments-manually

If you'd like for us to look into anything specific for you, feel free to reach out to us at help@ownerrez.com.

Set up for instant booking.  Pet fees are working fine on Airbnb, but not being added on Vrbo. $100/pet/stay 2 pet max.  On Vrbo, I don't get pet info until I receive Point of Contact and Rental agreement. 

Is there a way to make get the Vrbo to include pet fees as specified?

If not what is the best approach for requesting guest fee? (logistically how do you contact request and accept additional payment?)

Ideas for not looking like a ladder of required steps to guest, after they have at that point been through channel booking and POC & Rental agreement? 

Hi James,

Navigate to Settings > Messaging > Messaging Preferences, check the appropriate boxes and click the green Save button.

Update: Did some digging and I believe I figured out the solution. On any booking that rolls over into the next month that I plan to prorate, I change the cleaning fee expense date to the arrival date within the month, verses on the check-out date that rolls over into the next month. Thank you.

Can someone please help with what they are doing now that the "Only include if the booking is remitted (follow booking proration)" option is gone from the owner statements? I just got the hang of the new update, and now I'm lost again. That option was the only one that allowed the statements to add up correctly for my owners, since we prorate and pay out for only the days within said month. Please bring this option back. 

Making BDC reservations instant bookings requires that we make Airbnb instant booking as well, correct? 

My ownerrez properties are suddenly not connected to pricelabs today. They appear in PriceLabs but when I try to update pricing I get an error saying there's an issue connecting to OwnerRez. Is this a common problem? I've had them all connected with no issues for years.

Thank you!

Hi,

Can anyone point me in the right direction to find how to add an opt in for marketing e-mails to my booking page.

I've read 

https://www.ownerrez.com/blog/january-product-update-unified-inbox-sms-messaging-opt-ins-property-snoozing-new-airbnb-host-accounts-initial-night-taxes#sms-preferences

but i can only find details of doing it as an opt out. Also when i look at my widgets I can't see anything there either.

It might be a simple thing but I've searched everywhere I can think of.

Also,

When manually creating a quote it would be nice if you could identify a Default Listing Site so that you had one less field to fill in.

I have 100s of quotes without a listing site entered.

Hey Sloanish,

To follow up with Suzee's reply above, I do want to let you know that we have plans to default to a listing site as opposed to "None". I have no ETA to provide there, and we may not get to it on the roadmap for this year, but it has been discussed.

When inquiries are turned into quotes, we are taking the listing site source and adding it to the quote. That was in the release you read about in our May blog post and it is working:

https://www.ownerrez.com/blog/may-product-update-6-new-trigger-tag-automations-google-adstag-manager-support-new-gap-night-field-codes-more 

When quotes are manually created, the person creating the quote needs to enter a source. For the quote in your screenshot, this was never an inquiry. The user manually entering a quote will need to add a source to the quote in this case.

If you have additional specific questions, don't hesitate to reach out to us at help@ownerrez.com and we'll be happy to take a look for you.

Thanks so much for the confirmation. This is my first VRBO booking since integrating so I’m looking at both sides to make sure all goes as planned. 

Hi Colleen:

Great question! That unintuitive status on Vrbo is actually normal. Once using API connections, you can ignore the Vrbo countdown clock.

Here is one of our articles that affirms that:

https://www.ownerrez.com/support/articles/channel-management-api-integrations-vrbo-common-issues-questions#booking-request-countdown

I am a new VRBO and OR user.  I had a guest send an inquiry via VRBO which I accepted - my first since integrating VRBO and OR.  The guest has signed my rental agreement which normally would be the point where I consider the booking to be confirmed, and I've taken her payment as well.  However, VRBO still shows her as "booking request" with a countdown clock for me to accept.  It doesn't seem to realize this booking is a done deal in OR.

I was reading and the OR help said to "click "Accept" within 24 hours", but I don't see an accept button on this booking in OR.  

HELP!

Some of my quotes are not coming in with a listing site entered

You recently set this up to automatically populate the Listing Site and mentioned in the announcement that you would be providing in the future

"merge and clean-up tools so that you can organize these listing sites better"

I would like to request that feature as it has not yet been done.

Also,

When manually creating a quote it would be nice if you could identify a Default Listing Site so that you had one less field to fill in.

I have 100s of quotes without a listing site entered.

Hi Alison, 

I gave up with mine and I've pulled my property and my clients off of VRBO. It's just not worth the hassle for the small numbers of bookings they provide. It's a shame but they don't seem to want the UK business.

I'm afraid that it's still a problem. Have just spent time trying to get full integration between OwnerRez and VRBO having been assured by their customer support earlier this week that VAT number or company registration number were not necessary (we own a single property with turnover well under the VAT threshold, and are not operating as a company). Anyway, it turns out that either a VAT number or company registration number ARE necessary according to their integration team, and there is no room for negotiation about it.

Obviously iCal integration is possible, but automatic messaging from VRBO looks weak compared with OwnerRez. 

TL;DR: OwnerRez (and probably all channel managers) can't fully integrate with VRBO for those in the UK without a VAT or company registration number.

Thank you for sharing! This helped me at least get a process up and running while I work through the longer term marketing strategy. I appreciate your help!

The open support request for this can be found here:

https://www.ownerrez.com/forums/requests/add-arbitrary-notes-to-any-calendar-day 

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!