General Help and Questions

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I can't seem to add a holiday surcharge. I have it on 3 of my 4 properties, so it must be there somewhere...

https://app.ownerrez.com/surcharges/add

is how to add a surcharge, but I just don't see box about holidays in there...

Yes, there is! Open the booking and click on the Payments tab. You'll notice a payment form URL that you can send to the guest. That URL opens a secure web form that the guest can use to make a payment at any time using any credit card.

In the scenario you're talking about, you'd want to change the quote so that the original deposit is only the amount that the first person is paying. Then the second person could send their payment.

The payment URL page does take the ENTIRE balance due, so if they are only paying 1/2 of the deposit, you would need them to call you or email you and you manually enter that payment for them.

You can of course always enter a manual payment, using anyone's credit card info, at any time. You can also schedule as many 2nd payments as you want once the card info is on file.

Hope this helps,

-Michelle

Is there a way to send a link for someone to make an extra payment under someone else's booking name?

For example, someone books, but is splitting the cost with another person. They want to pay half the deposit and have the other pay the second part of deposit. Continuing, the balance due would be half and half also. How can they do this?

Thanks!

Hi D. Flones,

There are a couple ways of getting that information.

In the reports area, open the Booking Detail report. That will give you everything you're looking for except the email address. You can group by property if you need to arrange the list that way.

The other way is to export from the bookings grid. Go to the Booking menu and click on the list view. After filtering the list to just the ones you want, click the Export button. That will give you an Excel or CSV version of all the data you're looking for.

Hope this helps,

-Michelle

I looked through Reports today, and couldn't find a way to download a list of past guests, booked by property, with date of stay and email address information. I know I've done it before. Have the report formats changed recently? It would be so nice if you could give us a way to create a custom report by selecting only the data fields we need. It could look something like the 'Repeat Guest' report, only capture all guests within a certain date range, sorted by property, and date of stay. We'd also want it to break out the first and last name (in preparation for mail merge), and would not need revenue totals.

@Jacques: Thanks for the notice, we'll look into this. Off hand, you may have found a parsing error but I haven't tried to reproduce it yet. ~Sam

I just noticed that some text was missing from my welcome email.

everything from:
(<1m further)
until the next left parenthesis was not there. I just got rid of the "<" and it's fine.

Thanks. I haven't seen the issue since I posted.

Hi Diana,

Yes, that's correct. The agreement can be found under each property. In the near future, we will be moving that out to the global settings, but for now it's under each property.

-Michelle

I did find that the renter agreement can be changed under the property tab. If one clicks on the property than on the left side appear the different option to set up for your property. Under legal I was able to change the renter agreement. I kept looking at settings.

Hi there

I am testing this site. I am wondering where can I go and adjust the rental agreement my guests have to sign. I do not have a pool so I would like to take that point out and would like to add the non-smoking policy.

D. E

@Damon: Couple hours ago, we saw our email sender return a bunch of 401s. We use Postmark if you're curious. I'm not really sure what the deal was. When we jumped into their system, everything seemed to be operating like normal.

I'm getting a lot of email failed to send messages today. Resending seems to resolve the issue.

Damon

Thanks. I think this is what we'll do.

Damon

Hi Damon,

At the moment, there's no way to refund to a credit like you're referring to. All refunds are recorded as cash payments back to the guest. If you're wanting to hold the money, you could just keep the booking record around and then later on do a Change Dates to move it to the new time which keeps the guest info and payments all in place. Not a great option, but it might work for your situation?

-Michelle

Thanks, this helps a lot.

We have decided to offer our guests the ability to re-book within 12 months. From a financial accounting perspective, our accountant recommends we record a "refund" for the booking that is cancelled and re-booked at a future date. Owner Reservations, however, requires a refund to be deposited back on the guests card I believe.

Is there a way to refund a guest but retain the refund as a credit toward a future stay?

Damon

Hi Marinas Edge,

First, as a prelude... The default agreement is offered just to get users started as an idea what they may want to require for their properties. The idea is that you'd start with that and then change and edit the agreement from there for your situation. We don't mandate any renter agreements or email templates to users as far as booking or guest policy. That's up to you and your own preferences. You probably already know this, but it bears repeating in case some users were not aware that it can be changed and that we encourage that.

That being said, when the default agreement was originally created by us, the idea was to write it in a way that would be both generic in applying to many different types of properties and also specific to some of the types of problems that tend to occur.

The refund clause in the default agreement states:

Which gives the property owner the right to deny refunds for Acts of God. Storms certainly fall under that category. Some users have removed this clause; others have strengthened it to make it more specific and clear.

You mentioned 90 days out. The default agreement has a termination clause that says only 80 percent is refunded if the cancellation 30 days before arrival. Within 30 days, no refunds. Again, many users have changed this clause to reflect their own policy.

Hope this answers your question? Let me know,

-Michelle

If there is a national disaster, flood, wildfire, storm, etc, according to the OwnerReservations template renters agreement are we obligated to refund rents that were prepaid 90 days in advance.

My preference would be that the same defaults that are used at booking creation are the same ones used for manually created bookings.

Thanks for asking!

Hi Damon,

The reason that third party alerts are not sent automatically when a booking is created is because a payment has not yet been collected and many times the user will want to delete or cancel the booking if the payment doesn't work. During the automatic quote acceptance process, the payment is taken before the booking is created. If the payment fails, the booking is rolled back automatically. The manual process is a little more clunky in that you have to manually create a booking, then manually take a payment, then manually finish the rest (send alerts, etc).

Likewise, the renter agreement is not possible to send because the guest hasn't signed it yet. The system could send a request email to the guest to sign it, but obviously they would need to do that first before the archived version could go out.

This is a process we'd like to overall in a number of ways. The payment should be closely coupled with the booking creation so that you can, if desired, process the payment while creating the booking all together. The third party alerts could then go out. Or we could offer some checkbox options at the bottom to send third party alerts at creation.

Do you have any other suggestions for this area?

Thanks, -Michelle

Is there a way to set defaults on manually created booking identical to the defaults when a guest creates the booking (e.g. third party alerts, legal, etc.)? I don't like having to remember to do these things, and love that the system does them automatically.

Curious why they aren't on by default system wide?

Damon

Thank you!

I just pushed up a hotfix with the new email message. Next time you should receive a reauth failed email. You'll still have to go in and manually release and renew the security deposit (as that indicates that there was an error on the bank's end) -- instructions for all that are included in the email.

Thanks. It's not super critical.

@Marinas Edge: At the moment, no. We talked about this briefly yesterday. It would take a couple of internal changes, none of which are super hard, but we'd need to do those things before it would be possible. Thanks for suggesting - it's a needed feature.

Is there a way to adjust the iCal calendar synch timezone to the timezone where the property is located? I'd use this for my maid to know from her calendar when people are checking in and checking out.

Wonderful. Thank you!! :)

Ella, I have been told by dev that we're looking to hotfix this into place for you shortly. Could be by this weekend at the earliest. I will update this thread when something happens.

Another good question :) I'll ask dev@ and get back to you.

-Michelle

Hi Michelle,
I understand, I also feel that it's very important to receive such email notification and should be implemented ASAP. When can we expect this to be implemented?
Ella