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Right, BUT it only happens to work in OwnerRez because you're logged into gmail and have permission to see that image. Log out of gmail or view it in an incognito tab and it will show broken. I pulled the URL for that image so you can see what I mean:

https://mail.google.com/mail/u/0/?ui=2&ik=faffa9aa35&view=fimg&th=15f314e3f04bb5ac&attid=0.1&disp=emb&realattid=ii_15f314b73d6bb7ce&attbid=ANGjdJ9zwTWjzMfGvL-QZflta4Qx27LqBHaLSWpB-b_vDlZB9Ov6ABvHanrh8rrDKkZsCgNe596OyfU6lWLp_bVfkn59frOHRvxq_bcrs9Z8qlEQRqQc0C84svUkQLY&sz=w942-h482&ats=1521493321436&rm=15f314e3f04bb5ac&zw&atsh=1

That's the source of the image -- and it's linking to your gmail account.

If you follow the instructions I sent earlier to download the image file and then upload it to the email template, that will solve the issue.

I thought I updated my calendar on Airbnb about four days ago, to show a booking from July 4 to 8, and it isn't syncing to OR, even when I hit "sync now". That is the specific issue I am referring to.

But now I wonder if I DIDN'T do it through Airbnb but instead put it into EVOLVE because then Evolve "feeds" the Airbnb calendar. That's probably what happened.

I'm so OVER managing all this shit in multiple places. And I only have one little house. I can't imagine how people with multiple properties deal with it. Yikes.

Chris,
The image shows up here in the preview on the OR site, NOT in gmail. I was in gmail looking at the confirmation copy of the email and the graphic was broken. That's why I think gmail has nothing to do with it.

1) That's because my screenshot is from your Evolve calendar (the HomeAway iCal in that list). You had mentioned Evolve specifically: "The calendar here is still not pulling new owner bookings from Evolve into OwnerRez calendar" so I gave instructions for that. I'd recommend running through that log and making sure all of those cancel items are actually canceled since you have that one set to send a warning instead of actually cancelling it.

2) The sync is updating from Airbnb, but there are no future bookings to pull which is why there are no new sync items in the log. The only future booking in the Airbnb iCal right now is for Bianca Bernwinkler -- and you actually created that booking manually in the system before the sync was able to. That's why there are no sync log entries for that booking in the Airbnb import -- because you created it not the import.

Do you have a booking number for the canceled one from Airbnb that didn't sync? I can check and see if it's the same scenario.

In future, if you want to update the calendar ASAP, don't create the booking directly but instead go to the sync and click "Sync Now". That way the calendar import will be connected to the booking and know that it needs to manage it for any date changes or cancellations.

Make sure you actually have a file that you're uploading as an image. If you drag/drop an image from your gmail, it will insert a link to the file on gmail. It'll look fine to you because you're logged in to gmail, but nobody else will be able to see it.

To fix this, go and download the file to your desktop. Then go to the custom template, edit it, remove the broken image, and upload a fresh one from the file on your desktop. That'll store the image on our servers so everybody can see it.

I just sent an email using a custom template and again the graphic shows up in the preview here on the OR site, but in the email it came through broken.

Unfortunately I didn't realize the graphic was broken until I saw *my copy* of the email in my inbox. So I have to assume the guest's image is broken too. I'd give you a screen shot but I don't see how to do that here. I don't think it's my settings (otherwise the preview image wouldn't be showing up right?) so I have no clue how to fix it.

Thanks,
Monica

Two things:

1. When I followed your instructions and I clicked on the Airbnb calendar link, I don't see the same history you see. It shows me only ONE line in the history.

2. I'm referring to the sync not putting from Airbnb, despite that I have recently manually hit the "Sync Now" button.

I do have OwnerRez calendar syncing with Evolve, even though I know Evolve does some effed up things that I still don't comprehend. But I thought the Airbnb sync would be easy and work accurately with OwnerRez. Is that not the case?

Thanks,
Monica

Some more answers:

1) To find the sync history, click on Properties up top, click on your property, then go to the Calendar Import section. Click on the calendar you want to drill into and it will show you all of the details there (see screenshot).

2) Each calendar import has its own settings for whether to cancel directly or warn, and Airbnb is set to cancel directly. Confusing, right?

However, it looks like some Airbnb bookings were created directly by you as a booking instead of imported by the calendar sync. If that happens, then it's not managed by the calendar sync so it won't know to cancel it if you originally created it.

3) We were talking about Evolve, though, right? Drilling into the Homeaway calendar import shows a bunch of the silently removed/canceled events with the blocks/bookings still in place.

Thank you for your response.

A few things...

1. I don't know where to find the sync history so I can click on those bookings you highlighted. I have looked everywhere I can think of to find the sync history.

2. I never received a cancellation warning email from OwnerRez when the Airbnb guest cancelled their stay from July 5 - 8.

3. I also don't understand why there would be three "silently removed / canceled" events showing when to my knowledge, there was only one Airbnb reservation canceled.

Every time I think I'm getting to understand how to use the site, something happens that I don't understand again. ((sigh)) I SWEAR TO GOD, I'M REALLY TRYING.

Thank you,
Monica

Looks like a different issue this time. :-)

Right now that calendar import is set to only send a warning on cancellations instead of actually cancelling the bookings. That means that when you get that email from us notifying you of the cancellation, you need to go in to OwnerRez and cancel the booking. Right now those "canceled" bookings (but still active in OwnerRez) are blocking up the calendar and keeping new events from coming in.

If you look at the sync history for the calendar import, you'll see the cancellations there. Click on those bookings and cancel them and then hit the Sync Now button to resync and bring in the items that were blocked out before.

The calendar here is still not pulling new owner bookings from Evolve into OwnerRez calendar. I understand that there was a problem in that my settings were wrong on this side of the equation, but that's been fixed and it's still not wanting to pull in new dates. Help?

Thanks!
Monica

Not sure if there is a better way, but once I have their real email address, I manually go in and (just on the overview page) and "Edit Contact Info" and delete the Airbnb address.

I thought I saw somewhere about getting an OR discount on an erentallock. Does that still apply? Current lowest price on their site is $299...

I am considering trying Booking.com. Chris, can you tell us about your experience with the platform and is OwnerRez completely integrated? Any advice or things a newbie would need to know about setting up?
Thanks

Hi all I'm new here and was wondering- when they sign the rental agreement / legal doc I get their actual email which is great- but it still sends to their AirBnB email as well and now. It also shows me 2 emails on the guests profile page. And when I hover on the booking calendar it shows me the AirBnB email. Is there a way that we can get their real email to delete/ overide the AirBnB email once they fill out the rental agreement?

I'm a bit confused on the process, can you assist?
I imported guests from Homeaway and Airbnb and paid the accidental insurance amount on each. I had one of these guests accidentally damage a new daybed. I go on OwnerRez and look her up, and it shows that the damage protection has been paid and applies to the booking. I pull up the claim form and and fill it out and send it to them. Here are my questions:
1. Is there a "directions to fill out this form" anywhere? (I couldn't find one.)
2. There is a line: "Date Insurance Applied:" but I don't know what that means. Date it was applied to the booking? Is that the date I imported it, or the date I paid it? Or does it mean the date on which the damage occurred and the insurance is applied to that damage date?
3. There is a section that says "Note: The Property Manager is required ....all claim requests of $1000 or higher." Does this mean if the claim is under $1000 I don't need to fill out that section?

Thanks!

Hello,
Is there a way to enable Google pay as a payment option? Isn't it free (no processing fees) for debit cards?
I see in my Braintree account that I can enable it, but how to enable it here and should it be in my case through Braintree or a desperate payment method?
Thank you,
Ella

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Thanks for this! Got it working. I had searched the forums for the error message and it did not come up. But it worked precisely!

Thanks again,
Aris

This can be caused by a security plugin like WordFence that is blocking the widget script. If you have WordFence, check out this article: https://www.ownerrez.com/support/articles/403-error-whitelisting-wordfence

Since there was an error on saving, the widgets were never updated to point to your property and still must be set for the VacationSoup example property.

Once you fix the security issue and re-save, that'll fix the problem. To double check, hold down the Ctrl key and click on the widget. That will pop up a message with the property name showing in the widget.

Hello,
Today I received a call from a potential renter who stated my currency for my rates, under my calendar, is showing in Krone currency.
When I went to have a look, he's right, and the rates tables is not mine. As a matter of fact the inquiry format and the calendar are not mine either. When I look at the widget shortcode, it's a completely different property. I attempt to copy the syntax from the shortcoder plugin and copy it into the respective widget in Elementor, and it changes the content on the page to what it's supposed to be. However, when I go to UPDATE the page, I am getting a message Server Error (403 error).
I am not sure how this is pulling the wrong data in the first place, let alone why it won't update with the correct data even when I plug that in manually.

Any help appreciated.

Thanks,
Aris

It should work on both, but it is possible there is a glitch somewhere between OR and eRL and the data we're putting out is not what they expect. If you look on the eRL side you can see all of the codes we generated and the times they interpreted them as. I wonder if they have a grace period in the eRL settings that's compounding on the one we have in OR?

If you want, shoot an email about this to Todd at eRL and include our dev team (dev@ownerreservations.com) and we can make sure we handle the grace period and the DST.

It could be DST, but I could never figure out how to account for it. I guess I have to look at their site. Are you saying that OR grace only works on check out time but not check in time?

If you look on the eRentalLock site, what do the times say? That's the best place to check.

They only go by an hour granularity, so check out at 10am actually allows until 10:59, but I had assumed on the check in side a check in at 4pm would start at 4. Is it actually starting at 3:01 in eRentalLock?

Or perhaps it is a daylight savings time issue?

I have created field and added to checkout form BXCXLPOL , but I think it looks a bit clunky. But should work. I thought there was some other way too.

The specific requirement as I understand that either a) cancellation policy should be located within the rental agreement next to signature spot or b) there should be some sort of disclosure (maybe abbreviated policy) on checkout form that they have to agree to before proceeding. yes know they e-sign the rental agreement, and for example my rental agreement is 6 pages, so if cancellation policy is on page 2 (or next to signature or where they initial), it may not suffice. In essence it appears that renter has to proactively acknowledge the rental agreement (by putting signature/initial under it or having to click thru it on check out form). As you know I am in Say No group as well as others and it does appear that all these 'walled gardens" esp AirBNb created "book now, don't read anything cancel later" mind-set, and when renter changes their mind they expect to get their money back no matter what. we have to be protected in this new reality

Looking at those requirements, it seems like the electronic signature on the rental agreement should suffice. It actually calls out specifically the electronic signature as valid, as well as written notice through email (which they get with the renter agreement signed email/pdf). Is there a new component of the credit card requirements that changes that?

In terms of a custom field, what you'd want is a Booking custom field, required during checkout. Here's an article on that: https://www.ownerrez.com/support/articles/capture-additional-fields-on-checkout-quote-acceptance

What you could do is this:
- Create a form message for "Quote Acceptance - Step (2) Enter Guest Info Page" and below the default, put in your cancellation policy.
- Create a booking custom field called "Cancellation Policy Acceptance" or some such, make it required, and give it a description referring to the cancellation policy -- "Enter your initials to confirm that you agree to the cancellation policy above"

I recently discovered that erentallock code was allowing check in at least 2 hrs prior to official check in time. i.e I had guest let themselves in at 1PM whereas my check in time is 3PM. I checked and I have 1 hour grace period defined (I.e it should be possible for them to check in at 2 PM , but why 1 PM?)

Long story short, apparently there is an increased number of chargebacks in the VR industry lately. I have been doing some research and here is what I came across - new credit card requirements (from Apr 18, 2018) re cancellation policy (which have to be in place to prevent frivolous "I did not know" chargebacks). My question is - how to add a field to the check out form with abbreviated cancellation policy disclosure so that they cannot claim they did not see it within the rental agreement. I have defined a field but right now having a brain malfunction. should it be a "property" or Booking" type field, and how to make it display on the check out form?

Required Disclosure

All of the following:

That the Merchant agrees to hold the reservation unless it is cancelled according to the agreed cancellation policy
The date and time the stay or rental will begin
The Merchant location where the accommodations, merchandise, or services will be provided
Cancellation policy, including, but not limited to, the following:
Date and time by which the Cardholder must cancel the reservation to avoid a penalty
Amount the Cardholder must pay if the reservation is not properly cancelled by the deadline and the Cardholder does not claim the accommodations, merchandise, or services within 24 hours of the agreed time
That, if the Merchant cannot honour the reservation, the Merchant will provide the agreed accommodations, merchandise, or services, or comparable accommodations, merchandise, or services at no additional cost to the Cardholder or as agreed by the Cardholder
Location of Disclosure

Either or both:

Merchant website or application, both:
One or more of the following:
In the sequence of pages before final checkout, a "click to accept" or other acknowledgement button, checkbox, or location for an Electronic Signature
On the checkout screen near the "submit" button
A "click to book" or other similar confirmation button
Not solely a link to a separate page (In the Europe Region, this may be a link to another website only if the link forms part of the “click to accept” acknowledgement and refers to the cancellation policy)
Written notice provided through mail, email, or text message

There isn't currently an auto email that goes out because of all of the different reasons that might cause the charges to be changed.

Instead, the best thing to do is to make an email template for the current billing summary and then go to the booking and do an "Email this guest". Here's an example template: https://www.ownerrez.com/support/articles/template-receipt-billing-summary