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That typically means that you are referencing a "Product or Service Item" that is a category (i.e., a parent item) and not a specific item below that.
For instance, in this screenshot, here's a list of Product or Service Items where "Hospitality" (red arrow) is the category:
If you try to select Hospitality, you will get the category error.
Check your Product or Service Items list in QB, then look at the settings in OwnerRez. If you still don't see it, try using the Refresh References button to update OwnerRez and that may refresh the list.
Hi Patricia,
We greatly appreciate your constructive criticism here. Thank you for taking the time to outline the issues you have experienced. We would love to explain more about the points mentioned.
Tax Calculations:
We receive tax information via the API from integrations that use live quoting (which includes OwnerRez) as a fixed amount, not a percentage. As such, it’s up to our system to calculate the tax percentage based on the fixed amount received and apply it to the booking price breakdown. This can result in discrepancies both in the tax percentage as well as the fees because of the way our tax logic is set up in GH - we apply tax to all fees in our system, whereas many PMS/Channel managers do not automatically apply tax to fees as this is usually determined by hosts individually based on local/state tax laws. We are essentially calculating the tax percentage backward and then also applying it to fees, which may cause some discrepancies. So, even though the tax percentage might appear off and fees may also have discrepancies, it is because of the way that our system has attempted to distribute the fixed tax amount, the actual total booking amount should always be correct on the live quote.
Fees:
We import mandatory fees for all integrations, except any fees labeled as “Service fee” or “Security/Damage Deposit”. As such, if it’s a cleaning fee for example, it’ll be imported as such and if a host has another mandatory fee that we don’t account for, it’ll be imported into our system/price breakdown as “Host Admin Fee”. For example, if you have a mandatory wifi and/or guest liability insurance fee, those two fees will be imported and summed together in the price breakdown under “Host Admin Fee” in our system. It is very important to ensure that your fees are correctly set up on your OwnerRez listings, as that is what we will import over to Glamping Hub via the API. For this particular case, we were unable to recreate the issue with the specific booking that was missing "Cleaning Fees". We can see that the cleaning fee has been correctly imported to GH and is being applied to bookings from the live GH site. This appears to have been a one-off error. Apologies for the inconvenience here and we will continue to monitor it.
Lump Sum Payments:
Unfortunately, this is a limitation of the integration. We send the total price through the API to your OwnerRez dashboard. However, if you wish to see the price breakdown for a booking, you will need to log in to your Glamping Hub host dashboard to view it. This is something we hope to optimize in the future.
Manual Work:
As long as your listings are set up correctly in OwnerRez, and you have set up your host profile and added your payout information on Glamping Hub so that your listings can be set to Instant Book, managing your listings on GH should be an automated process. As you mentioned, the price breakdown is not transferred from Glamping Hub to OwnerRez, but it is accessible through your Glamping Hub dashboard. So, excluding accessing the price breakdown on OwnerRez, everything should function seamlessly between Glamping Hub and OwnerRez.
As you also mentioned, if you ever notice that there is something amiss with your listings on Glamping Hub, please reach out to our support team as soon as possible. We are here to help and are happy to do all we can for our hosts to ensure the smooth management of your listings on Glamping Hub. Feel free to reach out to GH support at any time. If you call and we miss you, feel free to leave a voicemail - we always aim to get back to our hosts within 24 hours. You can reach GH support by:
We hope that this has cleared up any uncertainty around the points mentioned, and if you have any questions, feel free to reach out to us!
- The GH Team
I think you are responding to her basically asking the same question I have. The guest would like to make 4 payments for their reservation. Even if we require credit cards, is this possible to set up multiple installments like that?
Hey Renee,
OwnerRez is only configurable for two automatic payments at this time, but you can set up multiple payments manually. Here's how to go about that:
https://www.ownerrez.com/support/articles/multiple-payments
Hi Jennifer,
Yes, you can click into any owner statement and click on the "Download" Button. A dropdown will appear which will provide several file format options.
~Caleb
Hi,
Some of my clients want to collect ID for direct bookings, vrbo, and GVR ie when they take payment, but not for AIrbnb.
We have added a custoemr field in the renter agreement to ask to upload ID, but I do not believe there is a way to set it so only valid for specific channels - is that correct?
Is there a way around this?
Thanks!
I think you are responding to her basically asking the same question I have. The guest would like to make 4 payments for their reservation. Even if we require credit cards, is this possible to set up multiple installments like that?
Is there a way I can download PDF's of owner statements? I know I can email multiple ones but can we have the ability to download those pdf's?
This is helpful as properties have sold and I'm offloading owners but you know they are going to ask for them come tax time. And I'd like to disable this property save some monthly fees
We are also interested in a payment/aging report showing the outstanding amounts due and due dates for our upcoming check payments.
We recently switched over to a 2 payment model since OwnerRez does not support 3 payments.
Our properties are setup for 20% due on signing and the remaining 80% due 90 days prior to the arrival.
We use checks and so the "Scheduled Payments" on the Payment Summary or Payment Detail Reports does not work.
Hey, Amy!
While we do not currently offer this, you should check if it's been suggested already! Use the link below to search our Feature Request forum. If it's not there you can write this up as a suggestion so other clients can vote up your ideas for new and improved features in OwnerRez:
https://www.ownerrez.com/forums/requests
I'm trying to integrate my Ownerez account with Quickbooks.
I'm getting an error " Failed- Invalid Reference Id: An item in this transaction is set up as a category instead of product and service."
I set up a new product/service for this integration: short-term vacation rental, coverage credit card, county tax 3%, state GE tax, and state TAT tax. These products do not have any categories; they are under the Service type.
I'm not sure what I'm doing wrong. Any help is greatly appreciated.
Ania
Hey there,
I’m wondering if this issue has been resolved. I’m experiencing the same problem—I’d like to customize the language on the page but haven’t found a way to do it.
Thank you!
Best,
Nikolay
Hi Tarkan,
The email you're referring to was sent on Monday the 9th at 6:05 AM Eastern.
Chris our Head Engineer emailed you on Monday the 9th at 7:31 PM eastern, with more details after that. Did you not receive that?
I will email you again with those details.
~Caleb
Hi Bri,
We actually reached out to Operto simultaneously, but was hoping to see some screenshots from OR. Here is a copy and paste from Natalie at Operto about what gets sent back to OR:
For Tasks
-- Attached to PropertyID
-- Amount = Labor + Materials + Linen Fee
-- Date = Date workorder is pushed back
-- Description = Staff Note & Labor, Materials, Linen Fees broken out. & a Link Back to the Owner Report
For Issues
-- Attached to PropertyID
-- Amount = 0
-- Date = Date work order is pushed back
-- Description = Notes & Staff Notes & a Link Back to the Owner Report
Hi Caleb,
Last reply I received your team via email is the following, so the problem is not resolved:
"It looks like you’ve explored all the available options for now. I’ll pass this along to our development team to see what might be possible. Please keep in mind that, while the request may seem simple, the system has many interconnections and dependencies, so it could be more complex than it appears.This might take some time, as the team is currently focused on larger system enhancements, but we’ll keep you updated on their feedback.Thanks for your patience!"
Such a fundamental thing is not working correctly and showing wrong per night prices to the guests, so it's hard for me to understand how is this less important than "larger system enhancements "
Regards...
Hi Tarkan,
Our engineers were able to figure out what was going wrong here, and sent you a breakdown of the situation and some steps to take via email.
Thanks for reporting this!
~Caleb
Hey Gus and Lindsey,
I would suggest scheduling a demo with Operto. Better to get information straight from the horse's mouth! Many of our partners build the API out from their end and write to us, so Operto should know exactly what they send back to us, if anything.
There's some good info here in this Operto setup article from our end as well:
https://www.ownerrez.com/support/articles/operto-teams
I use an auto-tagging system for bookings and email templates/triggers.
30 Days Before Departure: Once a booking is made (but no earlier than 30 days out), the cleaner tagged on the booking receives an email asking if they are available. I choose 30 days because, for bookings made four months in advance, the cleaner may not know their availability. A 21-day notice could also work well.
2 Days Before Departure: The tagged cleaner receives an email notifying them of their assignment and instructing them to contact me immediately if they are unavailable.
7 Days Before Departure: If a booking is tagged as “cleaner-unassigned,” I receive an email notification.
My primary cleaner is auto-tagged on every booking. If she is unavailable, I manually tag the booking as “cleaner-unassigned” and reach out to backup cleaners. My primary backup also has a specific tag, allowing her to receive the 48-hour reminder and change notifications (which I still need to create). Reservation changes are handled manually.
In my market most rentals are still paid the old fashioned way...with checks and more recently using Venmo/Zelle. It is frustrating that every time I create a booking or quote I have to manually change the payment type allowed to "only check/custom". Why are the rules different for property defaults and for bookings/quotes? Is this an oversight or some type of functional limitation of the system? I would love to set my default to "only check/custom" for my properties so I wouldn't have to change it 99% of the time.
I was curious if anyone had any luck with using Operto as a way of tracking expenses. We are looking into integrating with Operto, and it shows that the work orders can be sent to ownerrez, but have not been able to see what information is passed back to OR. Any help or screenshots would be greatly appreciated!
Thank you Adria. That worked.
Can you try disabling those instead of deleting them?
If they have been used previously, the audit logs need them to exist as a reference point. In general, OwnerRez recommends disabling things rather than deleting them.
Good evening,
We originally created several multi-day discounts in the Discounts section on OwnerRez. Now, I want to remove them, but I'm not able to, and I'm getting the following error:
"Please correct the errors below. You cannot delete this surcharge because there are quote charges associated with it."
Does anyone know how I can remove previously set discounts?
Best Regards,
Nina
I wanted to share some issues I’ve encountered since integrating Glamping Hub with OwnerRez in case anyone else has experienced similar challenges. After noticing discrepancies in several recent reservations, I reached out to Glamping Hub support, and we’re currently in an open discussion regarding these issues. If you accept bookings through Glamping Hub, I strongly recommend reviewing your reservation data closely to avoid potential errors.
Key Issues to Watch For:
Incorrect Tax Calculations:
Missing Fees (e.g., Cleaning Fee):
Lump Sum Payment Details:
Increased Manual Work:
Recommendation:
Has anyone else experienced these issues or something similar? I'd love to hear your feedback or suggestions for resolving this.
Watch out: Availability/Property Search Widget shows the per night price much higher than what it is. discounts are not calculated into per night price shown.
You can see it in the following screen. I've been exchanging emails with OR support but they're not willing to accept this is a fault in the system. This is so confusing for potential customers, they'd lose their trust if they see this sort of incorrect pricing information.
You can hide prices completely but hey, what sort of solution is this? Showing only the available apartments but not being able to show the correct prices.
Is there no one else using this widget? If there is then how do you accept this? I don't get it?
We are also interested in a payment/aging report showing the outstanding amounts due and due dates for our upcoming check payments.
We recently switched over to a 2 payment model since OwnerRez does not support 3 payments.
Our properties are setup for 20% due on signing and the remaining 80% due 90 days prior to the arrival.
We use checks and so the "Scheduled Payments" on the Payment Summary or Payment Detail Reports does not work.
Thanks! I didn’t think of that because we’re mainly using safari as the browser on the iPad, but that’s a great fix. 👍🏻
Hey Alyssa,
We'd recommend using Google's browser translation for this purpose. OwnerRez itself does not have multi-lingual capabilities at this time, but we find that the Google Translate options work quite well. For example, I can click the kebab menu (three dots) on the top right of any Chrome page, then select Translate. Toggling over to Spanish translates the entire page for me.
Hi Nadine,
Generally we recommend disabling over deleting, disabling at the surface level will function more or less the same way as deleting will. The template will no longer be visible or be used by the system, the benefit however is that you will be able to review or re-activate that template should you need it in the future.
If you're adamant on deleting it however, please reach out to our helpdesk and provide the template in question so we can take a look at what exactly is holding up that template for you.
~Caleb
Hi all 🙋🏻♀️
I’ve just set up team access and I’d love to know if there’s a way to change the platform language to Spanish for my Spanish speaking manager. I’m not seeing it….
thanks!
I am trying to delete a template with a trigger asoociated with it, but because the template has historical messages I can't delete the template. The trigger associated with it can't be deleted because there is an email associated with it and there is no status enable box at the bottom of the trigger page. How can I delete this template I know longer want sent to my future guests?
One of our properties is turning into a multi-unit lodge with continental breakfast. We are expecting to target a slightly different clientele than just for vacation rentals, so lots more hands on travel agent bookings and channels like hotels.com, priceline and so on. We're currently on OR but I am trying to figure out if OR will work for a lodge. We also will be upselling a lot more services such as daily room cleanings and so on, similar things available as for hotels. I am evaluating Muse and cloudbeds which do target boutique hotels, but if we can do this with OR that would be the preferred route. I do see that there is no integration with Siteminder which is the usual access point for a lot of hotel sales and travel agent resellers. Is there no way to integrate with them?
Basically the inventory is presented not as properties but as rooms/suites. I don't know if this even possible in OR.
