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So I contacted VRBO, to ask to waive 5 property requirement. here is their reply:
"The gist of the response is that we cannot grant an exception nor integrate with ownerez at this time because we're currently working with them on developing the integration, so it's not currently possible. Here's what the team had to say:
Since Owner Reservations is still in development, let’s hold off on creating a project. They can try again when the PMSC API development is done but unfortunately I don’t have an ETA. Since they are an unsegmented owner account, I’d recommend that they stay in touch with Owner Reservations on when their development and piloting with us is completed. Once done, they can come back and try again."
So basically they say that YOU will know when integration is ready... is it? TIA
Thank you, Paul. That sounds great!
I am now trying to work my templates and triggers.
But I am baffled that triggers don't seem to let me work with the existing templates?
1) I am here: https://app.ownerrez.com/triggers/add
2) I am trying to send the "Send Review Request To Guest" email template 1 day after "Booking Has Departed"
3) But that template not available in dropdown and screen says "Only custom booking templates in the email template settings can be sent by this type of trigger"
How do we time the sending of an email like this? It certainly doesn't seem to have a built in time... Am I missing something major for triggers for your predefined email templates???
Yes, for sure. That's a big hole right now and one we plan to fix soon. Whether the booking is imported, direct or API, the guest list needs to identify probably-matches for repeats. Email and phone are no-brainers.
There are predefined emails that go out on events like the booking confirmation email, payment receipt etc: https://www.ownerrez.com/support/articles/email-templates
For the custom triggers on things like pre-arrival welcome letters or post-departure review requests, there are no predefined triggers -- that's up to you to define. They are simple to add something like "7 days before arrival, send this template only if the booking is paid in full": https://www.ownerrez.com/support/articles/pre-arrival-email-templates-triggers-custom-fields
For channels in particular, you really only need one trigger, a "thanks for booking/please sign our renter agreement", something like this: https://www.ownerrez.com/support/articles/airbnb-request-for-contact-info-real-email-address-and-signed-renter-agreement
Thank you, Paul. I'm now using that merge feature you mentioned - very helpful!
Will the future update be able to recognize a guest who booked through VRBO as a repeat? (imported from Channel Bridge)
I do not plan (when I start) to let the codes to my smartlock go to any guest until check-in. There is a national scam going on I read recently where people pretend to be guests, get the code and then get into the unit, steal/vandalize and then leave. It doesn't prevent damage if the code is not active until check-in, if you are not verifying those who show up!
I have decided to use multiple checks on potential guests - OTA reviews of them (no negative or perhaps only if at least one positive), SafelyStay which will do a background check on the booking guest (not a credit check!), require an ID, verify the ID against the credit card when they show up, and eyeball them.
When they present themselves at the Property for check-in, they will be directed to press a Ring Video doorbell, which alerts me. I live in the neighborhood so I will either meet them in person or over the Ring Video.
I will verify the people against the ID, check for things like trying to sneak pets in, how many people show up, etc. If the doorbell doesn't work, they can call my cell. That gives two contact methods in case of problems. Once verified, THEN they get the code!
I have a RemoteLock and love it!!
There are two analog models that generate codes without the need for wifi (RL2000 and RL4000). I've had the RL2000 for a year and it's been so convenient for guests to enter the key and enter the house. In my home's area, we're prone to afternoon thunderstorms during the summer months so the electricity/wifi often gets knocked out temporarily which is why I wasn't keen on having a wifi based lock.
There shouldn't be a concern about scammers because the lock code is only good for the dates/times you designate. If a guest arrives at 9am but the lock was programmed to coincide with the guest's reservation at 4pm, they can't get into the home until 4pm when the lock will recognize the code. I once had a guest who forgot something in the home after they departed and I had to generate a new code for them because their original one expired.
And now RL integrates with Airbnb and HomeAway/VRBO so that when a reservation is made via those platforms, a lock code is automatically generated and included with the guest's booking information.
I decided to purchase a Schlage lock with touchpad for my personal home because my kids keep losing their keys. I like the model that I selected because the touchpad numbers won't wear out - while this might not be a problem for rentals since new numbers are continually generated, the touchpad for your home should be made of materials that won't wear down so that one could figure out a code based on the worn out numbers. The RL4000 also has this type of touchpad.
Or set up a "pay by check" payment type so you can manually "apply a payment".....
So you don't do any predefined triggers as I said in 1) above?
Rich, you're on fire tonight - answering everything for us. Thanks! 🙏
Yes, the forums need a search of their own, no question. But for now the support page does search them as well.
It's a good idea to test - we highly recommend that. TEST, TEST, TEST everything. And there is no better way of doing that then to pretend to be a guest and start sending your inquiries, responding with quotes and/or booking direct. After booking, look at:
- the email(s) you got as both the guest and owner and their language
- the renter agreement you signed
- the charges and amounts you paid
- the rules about when future stuff will be collected
- the trigger emails that are set to go out on the booking
And then adjust what you don't like.
You can always Void & Delete the credit card payment so that it doesn't go to settlement. Then cancel the booking.
@JTVRs
Some additional answers:
2) Some of that (like the BBINFO field code) is an artifact to preserve an old system template and make it say what it said before. The information that BBINFO churns out is highly dynamic. ie. It depends on a lot of if/else logic. Because of that, we decided to make a magic BBINFO field code and cram it all in there. We don't support if/else logic field codes yet, though we plan to later this year. Long story short you cannot change the BBINFO field code. It dumps out what it dumps out. If you don't like it, don't use that field code.
3) The email template/trigger know what property to use because every booking is associated to one and only one property. So the email engine loads the template, then looks at the booking and determines what the field codes should be based on that particular booking (and the property it is associated with).
4) All existing field codes are based off of values or rules in the system. Check-in/out times for instance are on the booking or (if set to "standard" there) then on the property.
Check out this article on field codes:
https://www.ownerrez.com/support/articles/field-codes
That is all of them in the system and where they come from.
Rich, it annoys me too! 😉 We're working on it though. We plan to move our entire ticket system to the forum and make some large upgrades (including attaching files, dropping in screenshots and answering from email). Thanks for your patience!
Help docs is another area that is sorely lacking - you're not alone in your frustration. Growing pains.
I mentioned this in the other topic, but the answer is - sort of. You can now assign full access to another user but it's not limited in any way. The other user (ie. if they have full access) can do everything you can do.
Hi Dianne,
Yes, you can use PM > Portal Access to add other users and then assign either limited or full access. Full access gives them exactly what you have. Limited access gives them calendar views with general note/guest information. Limited access is more for housekeepers and third parties. Full access is for internal staff.
Hey guys,
Sorry for the delay on this. I wanted to discuss internally because our RemoteLock support is kind of up in the air right now. We support the "old methods" really well but some of the new stuff we don't. As it happens, we are in the middle of upgrading our RemoteLock support to handle their newer APIs and we are adding Kaba as well.
We would like to support Vera and Zwave but it's more complex because it's not just locks but many other devices. The protocol is must more generic than other "just locks" vendors like eRL, Kaba and RemoteLock.
The RemoteLock API lock should fix this soon. I don't have an ETA yet though.
Hi Chris,
At the moment, no. That's been asked for and it's something we're considering. For the record, it does not matter if the channel imports back in bookings that contain their own booking. It will sometimes show a double stripe under a booking because OwnerRez is blocking the same dates, but it doesn't hurt anything or cause any negative consequences.
Hi Janice,
We currently do not automatically flag guests as repeat based on email, phone or other things. Booking and quote records are only linked to the same guest record if they happen to be linked by you in the interface. It's a big hole in our guest system and we have an update coming to plug it. The update will make it so that - by default - existing guest records are re-used if the email or phone is the same. We will probably do a similarity check on address as well.
You can already merge guest records yourself in the Guests menu by selecting multiple records and clicking the merge button. You can also go the other way and split bookings out to different guests by opening a booking > guest record > associate with different guest.
The repeat label shows if the current guest record (ie. that you are looking at) is associated with another booking in the system.
Was this progressed yet Chris?
JTVR - this forum annoys me that it's impossible to attach screenshots or files. If you like, email me at ownerr@rsiegmund.fastmail.com and I'll send some screenshots of my triggers.
1) I agree, it would help if the help documents had better examples. I have 5 time-based and 2 booking-based triggers.
2) I have NOT had to use any of the premade/Custom templates myself, I created my own for everything I wanted. Those Billing Details would be changed dynamically depending upon the particular booking involved. Meaning this .... if an email is sent about Booking #1 that code will have details for Booking #1. But when an email is sent about a different Booking #27 that code will be different, and have the content from Booking #27.
3) You don't edit field codes for checkin/out times. Click on a booking, then Dates, then Change Dates and you can change them there.
If you want to see all of the field codes, just create a new template email and insert whichever ones you like and then click on preview. There are hundreds of codes, some about the booking, some about the property, etc. It's all super flexible, especially the custom codes, but they are a tiny bit awkward to setup the first time because first you create the code (where you have to pick the correct type of code) and then you have to update the code (in different places depending on the type). Again, if you (or anyone else) emails me I don't mind sending a couple quick screenshots or getting on the phone to talk.
JTVR - if you have a different email address you can book using that address as a test. I did that myself on VRBO with a small fee that they took a small amount out of, but it worked to satisfy me. If you don't have another email address I guess do it from a friend's email?
For testing triggers you can create fake bookings directly in the same manner (not using your hosted website)
Remember to look at emails on phones, tablets and computers. I found oddities on my android phone where I needed to eliminate long links and tables.
Glenn, try going to the support tab and searching there... it will find forum posts and bookings (based on last name and maybe booking ID)
https://www.ownerrez.com/support
I did the same search previously though and got the answer that webhooks are not generally supported, only in special cases.
Hi
Is there a way I can have 2 user log ins into my OR account - with separate log ins?
I am mostly interested in using Email Templates & Triggers to handle bookings from OTAs, and from my hosted website. Not planning to do quotes (as of this time). Questions:
1) I am in Settings > Triggers and it is empty. Are there no suggested defaults or is there an article somewhere on a good set of representative triggers that should be considered for the major OTAs? Is this supposed to be empty?
2) A little baffled by the Custom Email Templates. For example, the first is "Send Confirmation To Guest" and the Billing Details is represented by the variable/field code? {BBINFO} which defaults to
"The total charge for this booking is $1,234.00 of which $123.00 has been paid. A separate email is sent for each payment that is made, listing the details. Any payments made by credit card will appear on your bank statement as Acme Vacation Rentals."
How do I change these Billing Details? Say to add my own text or modify what appears? Update the variable {BBINFO} ? Where do I update it?
3) When a booking comes in - say from AirBnB, how exactly is the email template/trigger know which property was booked so the field codes/custom field codes are populated?
4) How do we edit existing field codes - not custom field codes - such as Check In or Check Out time?
And how can I see ALL the existing field codes - again, not custom field codes.
OK
I would like to test everything I have set up, to see what clients see, etc. I realize I cannot really test something like airbnb/HA yet, but I would like to do a complete booking cycle for one client using my (or any sample) hosted website
All the actual emails, set up triggers, their deposit & payment, sending/accepting agreement - signing it, etc. etc.
?
There's a batch delete button on the calendar import now. Go to the property, then calendars, then open the calendar import you want to delete bookings for, look down where it shows the log of syncs. There's a delete button above it. There's also a batch delete on the main bookings list view.
Is their a delete function for bookings yet? I have duplicates and blocked imported dates I would like to clean up.
Is there a way to search these forums? It might help with a lot of repeat questions.
For example, I am curious if there is any mention of webhooks with OR. Rather than pester with a question that might have already been answered, I would like to see if there are any discusions on it.
Glenn
I talked to the Remotelock team and apparently Zwave is not a lock that they can send through the API yet. Not sure if they will resolve this or not.
On a side note, I have a number of locks on my vera zwave. It grabbed all the locks and therefore I got a large charge as they charge for lock requested. I canceled my account with them (for the reason mentioned above and the fact I was charged a lot). I put in a request to refund my money. After several requests (and responses saying "sure we will refund") it is not going on three months and my account is still gone and no refund. I am still working on it. The remotelock people are friendly, but do not seem to be able to deliver.
It would be great if OR natively allowed us to program the lock through an api directly. I think it can be done with Vera and Zwave, but I would think the API would be complex. Of course I would be willing to be a tester if OR ever wanted to do that. I just don't think a lot of people have Vera/Zwave, (which is admittedly a more techie lock solution than the pre-packaged - simple-to-use stuff you get from August lock, and other home depot / Rona purchased hardware).
Gelnn
Hmmm....
