General Help and Questions

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It applies to every direct booking. That's part of the arrangement with TravelGuard that allows us to offer low prices -- they've got to spread risk.

For calendar imported bookings, you can apply damage protection or not by changing the "Apply Damage Protection" toggle on each calendar import.

A follow-up question... does Damage Protection apply to *every* booking ON MY CALENDAR even ones I enter manually to my calendar, and bookings that are imported from VRBO, etc?

Or does Damage Protection ONLY apply to the bookings that are actually processed and paid through OwnerRez?

Thanks for the clarity!

Monica

... actually, scratch that. There's a better way to do it that you can do yourself.

a) try a void and a refund on the payment. If that works, you're done. If not...
b) click "change details" and put a note on the payment about what happened (so you'll remember if it comes up later)
c) click Refunds on the Transactions tab of the booking and Record Refund (which will do a manual refund record). Set it as a "Credit Card Processed Elsewhere" type and put a note in there too

Once you record the refund, the booking will have a balance again and you can send the additional payment request.

Ouch, that's not good!

So in OwnerRez, you can click on the payment and refund it -- all of those operations are available in OwnerRez without dropping to your merchant gateway account. You can also void it if it hasn't settled yet but it's probably too late for that if it happened yesterday.

However, it's likely that refund will error if they've already canceled the payment on their end. What's the booking number? I'll try doing a refund and if that doesn't work I will manually unhook the payment from the booking for you so you can send the new payment request.

Yesterday I sent out my very first payment request for a guest to click through and pay securely online. Yay! Very exciting and the guest said it was a "piece of cake" which is great! Trouble is, the link that the merchant processor had given me to send out was for someone else's merchant account. Zoinks.

So now, even though the processor has canceled his original payment and is waiting for him to RE-SUBMIT his payment information via my new link, the OwnerRez system won't let me send a second payment request because it thinks it's already been paid.

Is there a way to reset it so I can send a new payment request?

Thanks!

Yep, you can turn damage protection on and off at any time or adjust the tiers as you want. When you turn it on it will apply to new bookings but not existing ones (although you can add it to existing ones if you want). Same thing on tier changes -- that'd apply for new bookings after you make the change, not any existing policies. If you turn it off entirely, you'd keep the policies you've already purchased and it wouldn't be applied to any new bookings.

To do this, go over to the Rules tab of the quote or booking and set secdep to "Do Not Reserve" there. The rules tab on the quote and booking mirrors the relevant rules that are also set on the property -- the property rules are basically the defaults for new quotes/bookings, and then you can edit the rules for a specific quote or booking individually if you want.

It looks like these guests are for inquiries, not bookings. Are you getting value from forwarding those notifications in? Evolve is tough because they give 0 info in the iCal.

Couple options here... could just stop forwarding in the inquiries and then the guests wouldn't be created. Or maybe merge them all together?

Can you give me a booking # with the "can't be deleted because bookings" issue? I spot checked a couple and didn't see ones with bookings.

Hi all!
I am considering turning on the damage protection for my property however I would like to be able to turn it off later if I choose to, OR adjust the dollar amount tier up or down later.

Is this possible? Or is it a case where once I commit to turning it on, it can never be disabled?

And can I change the tiers? For example, if I want to start at $500 and then later increase it to $1500 worth of coverage can I do that?

Thanks!
Monica

I have many repeat guests from whom I don't hold a security deposit. Trouble is, I can't figure out how to remove / disable it during the quote process OR after the house has already been booked.

I see OLD instructions in these forums but those were from many years ago and I tried following them but I don't think they apply anymore.

Help?

Thanks
Monica

I use Evolve to help me book my vacation rental. My challenge as it relates to OwnerRez is that my guest listings are now littered with Evolve Vacation Rentals as if each one is a separate guest. It won't let me delete them because it says they are associated with bookings.

How do y'all deal with that?

Thanks!
Monica

Is this outside of OTA functionality, ie your own website, or does it work on Airbnb, etc

Hi Abiquiu,

Yes, you can do that. Those are called "optional surcharges". Go to Settings > Surcharges and create one, select optional surcharges and then fill out the rest. Lot of options there, so let me know if something is confusing. Depending on the criteria you select, the guest would then be able to select those during the quote acceptance process (ie. when booking).

For instance, here's a quote where someone has added things like Bounce House and Wedding Events to be selected. This is what the guest sees when they're accepting the quote and booking.

Each add-on/optional item can also have a full rich-text description with pictures. For instance, in the above example, if you click on the "what is this" link next to the bounce house, the guest would see this.

Any updates on this?

Is there a way to create add-ons on the reservations page that people can add to their reservation - for example, a cake for anniversaries/birthdays, packaged deals, etc?

Chris, any news on that front? I am thinking of putting another property on B but will not do unless I can limit calendar...Just waaay too many cancellations.

I did. Took a month, they have finally removed their payments BUT they do not allow to set up prepayments because I am new. So pick your poison - either use their payments and possibly require prepayment ()for example at 60 days) OR use OR payments but Booking will try to force you pay-at-check-in

Hi BlueMtn., Did you get this worked out with Booking.com? I have started the process and am finding the same problem. No way to take my own payments. urgh....
Thanks, Sherene

any news? I have 5 bookings and out of those 4 became cancellations. Their platform is ridiculous

I believe HomeAway requires 5+ properties to be configured as a property manager.

I cam upon this passage below in the homeaway forum. I want to be able to manage my security deposits myself and not have them escrowed at HA. This makes it seem like it is possible if I set myself up as a property manager. Any thoughts?

Do I have to pay a booking fee on the security deposit?
Security deposits are subject to a 3% processing fee but no commission. The processing fee is refunded when you refund the deposit. If you are a property manager managing your HomeAway listings from within your software, security deposits are subject to the processing fee set by your merchant processor but no commission.

Erinn
HomeAway Community Manager

Yes, it depends. My market is frequented by US travelers, rarely do we have international so it is not a consideration. It took me a MONTH (yes, a month!) to get set up on B.com. since then I had 4 reservations 3 of which either canceled themselves or I had to cancel due to invalid card or lack of communication. So far it is much ado about nothing.

Here's how to fix that: https://www.ownerrez.com/support/articles/403-error-whitelisting-wordfence

That example discusses Elementor but the fix will work for any visual builder.

I am getting whitelist requests from wordfence for
https://mywebsite.com/wp-admin/admin-ajax.php

This was when export or save layout when using Divi Visual Builder.
Resulted in loosing a page of work.

Any ideas on this?

Yep, the widgets are fully functional during the trial: https://www.ownerrez.com/support/articles/widgets

Add those to your site and you're good to go!

Hello,
I have just signed up for the 14 free trial.
I want to see what everything will look like on my website, but the site is not finished yet/not published, it's a Wordpress site. Can I just add the temporary URL for the site ? will I be able to see the widgets on it?

That's the standard setup (import Airbnb iCal into OwnerRez, import OwnerRez iCal into Airbnb). Airbnb doesn't pass through incoming calendars on their outgoing iCal so it won't create a loop.

Can you send me an example booking # of where this happened?

I have a calendar synch from my ownerrez iCal to Airbnb as well. Does this clarify?

Well for one thing, I believe it is a lot more likely to bring international guests than the other sites. Of course, where you live highly determines that

Yep, create as many quotes as you want.

If you want to let the guest experiment, use the booking widget on your site or give them a link to one: https://www.ownerrez.com/support/articles/widgets -- that will give them a live quote as they update dates and guests and let them initiate a book now if you have that feature enabled.