General Help and Questions

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Hi Ross,

You can customize an email template (Settings > Email Templates > Create Custom Booking Template) to say anything you want and then use a trigger to send it [x] days after departure.

Here's an example template:

https://www.ownerrez.com/support/articles/post-stay-email

Any time I make changes to the template for Security Deposit release, a few things happen...

- font changes
- font size changes
- no space between paragraphs. Doesn’t matter how many times I go back and try to fix it.
- I can’t get to the top part (don’t know what it is called) to be able to change the font size. “Copy, Cut....” is in the way.

Please help. Email goes out unprofessional. I change these things manually before I send email, but still goes out incorrect.

Thanks!

I wanted to test these out during the free period so am trying to figure it out..

When I went in to "Settings"-->"Channels" i already had a TripAdvisor one set up (perhaps I did it in the past & didn't recall)? It doesn't have my TripAdvisor ID in it though (which I have) & won't allow me to add it. [Note: I was actually originally a FlipKey PPB lister & all got changed to TripAdvisor, altho I note that there is still the option to add a FlipKey channel -- should I do that instead of TripAdvisor?]

I added AirBNB & HomeAway channels & also the listing numbers for my properties. When I am in the AirBNB or HomeAway channel, there is a clickable button (upper right) that says "Channel Bridge Import". What happens if I click that? I don't want to change anything on my AirBNB/HomeAway listings by accident.

Thank you,
Barb

I looked around a little, can't seem to find the following...

Is there (where is it?) a Thank You email template? As in thanking them for staying, mentioning our website, nice request for review, maybe chance to book or refer others in the future (with a discount), etc?

Email is an asynchronous "best effort" process. It's not an actual send/receive from you to the recipient but more like a game of telephone played between your ISP to server to server to server to the recipient's ISP and finally into their mailbox. Usually an email is received in a matter of seconds or minutes, but it's not unheard of to see delays of hours or even days depending on servers in the middle.

You can always see email we send immediately in the Emails tab of OwnerRez -- that shows all emails in or out of the system. If you check there, you don't have to wait for it to show up in your or the guest's inbox.

I see about a 15 minute delay from when I sent an email through ownerrez to when I actually get it into my mailbox.
That can't be right. Email should be practically instant.

In the US Stripe refunds everything but 30 cents

Damn! OK, well keep us posted on how that goes.

The processor support is tougher because of the currency requirements, and most of our processors are US based. Two things on processors integration...

#1 - A lot of processors that we don't integrate with directly can give you an Authorize.net or eProcessingNetwork gateway that we do integrate with. They may have their own gateway that they like to use by default, but they can set you up on an alternate gateway that we do support. Worth an ask at least.

#2 - We do sometimes add additional integrations. It's a decent amount of work, though, so we want to make sure that the processor supports the features we need, the API is fairly straightforward, and there will be a good amount of demand from other OwnerRez users.

Even stiffer where I am, at 3.6%, Chris.

I queried this early on in our short business relationship with Stripe, and a CS rep misinformed me that it would not be due on refunds.

Now when I go back to them with that, the reaction is to point us to the small print "stated on our website" blah blah.

I am pushing back, and whatever happens I foresee a new payment processor in the near future.

If a processor is not in the OR supported list, is it impossible to integrate them?

Any plans to add Square in the future?

This depends on the processor. Most of them return at least the % fee on a refund.

Stripe used to always return fees on refunds, but in September 2017 they decided to change that. So if you have a Stripe account that signed up before September 2017 they'll return fees on refunds. After that and they won't. It's pretty standard to not refund the .30 per transaction flat fee, but I'm not sure why they would keep the entire 3% -- that's pretty stiff on a larger transaction. That's the default policy -- I've heard of some larger volume accounts getting that waived, but you'd have to contact Stripe support to see if there's anything they can do.

Awesome! And just checked! Works great now! Thank you!!

This is now fixed. How's it look on your end?

Yes, disable is the answer. When different entities reference each other in the system (eg. a booking charge references a surcharge) then it can't be deleted. But disabling it will make it disappear off the surcharges grid.

Hi. Is there a way I can delete an item off of there? It says I can’t do it because being used. However, if it was used, it has passed. No future bookings is using that item. Can I cancel, if nothing is outstanding?

Thanks!

* Disable is the answer?

Great! Thank you!

Thank you Paul :)!!!

Hi Kristine,

Thanks for the continued feedback and details. We have identified a programmatic solution to this that should refresh the height when the date selector opens, however that won't be out right away. We need to work on that and test it to see if that works. This has been escalated to the dev team.

Is it common for processors to claim their commission even on refunded transactions?

It seems Stripe is now telling us they do precisely that.

If it turns out to be factual, they will soon cease to be our payment processor.

As we are based in Japan, our choice is limited to a certain extent. However, I can hear PayPal Payments Pro calling.

Other ideas will be gratefully received.

Thanks Paul!

Hi K&T,

Currently, it's a manual release, but we have long desired to add an automatic rule so that you can specify that "after [x] days" it just happens automatically. That's high on the list of things to add for security deposit holds.

Hi Claudia,

Once you fill in your property data in OwnerRez (for instance, property > photos, amenities, descriptions and so on) that information is automatically picked up by the Hosted Website feature. That's the beauty and powerful of the Hosted Website. It automatically picks up and uses the property listing content, rates, rules, etc that are already in your account. There is nothing you need to copy/paste for that to work. It's automatic.

No, the URL there is just a general field for other display purposes. Go to Settings > Hosted Websites and create a site. There are a lot of settings but just fill in what makes sense and then use the staging/testing URL we give you to start seeing how it looks live. As you change and fill in your property data, the site will automatically pick up those changes and build out the site template that is shown live.

HI Marinas Edge,

As soon as we can get it built! We know that's the next logical step, and we have some designs in place for how that will work. There's just too much else going on right now to get that code shipped. We're wrapping up a lot of testing with TripAdvisor, QuickBooks, Yapstone and few other things. SMS sending and TI upgrades are coming soon too.

Hi Kristine,

I responded to your ticket about this too. Go into the property > calendar imports and remove the calendar import. If it doesn't delete, then "disable" it instead. From that same place, you can also use that "Delete all booking from this import" button which will bulk remove everything it brought in. Failing that, you can also use the bookings list view > filter to find what you want to remove and then batch delete or cancel them from there.

I need to remove the ical links and client database. How do I do this? I'm building my clients website and was using my calendar as a visual. How do I remove this info? It's all greyed out! THANKS!

HI Chris, I just wanted to make sure you saw my last comment. It looks to be an issue with 3 or less properties...
Thanks for all of the help. I've made it giant and it still doesn't work. The more I look at it and going to yours on my mobile... I think the issue is I have 4 homes and the clock icon, when opened, only opens as big as my four rows... so I added an "extra property" and sure enough it fully opens with the 5th row.

Hi Paul/Chris,

Is there a way to retrieve all the information I input on OwnerRez and put it on the Hosted Website from OwnerRez? I filled out a lot of those fields (not all yet) before. Does that all need to be manually entered onto your Hosted Website? How do I get the pictures, rates, etc?

Is there a place I can just enter OwnerRez Prpoerty number to retrieve the info?

Note: I just went on OwnerRez property tab and entered beachtoslopes.com as the url. Is that what I need to do? If so, then what do I do?

Thanks!
Claudia

When will we be able to set channel bridge to fully automatic in the background 😊

Yep, setting the rules on the surcharges to exclude Airbnb is exactly the solution here. As we're moving into the channel management space in OwnerRez, we're bringing all of that configuration together.

For VRBO and booking.com where you can actually define custom fees and taxes, we pick up only what the site includes in their charges.

However, Airbnb doesn't allow configuring either custom fees or taxes -- so the only way to represent those is either to build them into your rates or to submit a resolution request afterward. So by default, surcharges will be first matched to their built in fee types like "cleaning" and used if possible. If not, they will be added. And taxes will be calculated as built in to the rates.

For example, for my properties I've got a $15/night firewood fee and 13% taxes. No way to include either of those in the rates on Air. So I build the 13% into my rate (and note that on my listing). I also submit a resolution request for the $15/night firewood fee (which is also noted in the house rules).

If you don't want a surcharge or tax to show up at all, exclude it like you did.

And if you want to mark either as added/built into rates instead of the default, you can create an Airbnb synced channel in Settings > Channels and set the configuration there.

Yep! If you run a channel bridge import it will pick up number of guests as well as everything else about the booking including charges and payments. Here's more info on channel bridge: https://www.ownerrez.com/support/articles/channel-bridge

Airbnb doesn't include that info in any of their iCal's or exports, but channel bridge is able to log in directly and pick up all of the info.