General Help and Questions

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I can't seem to locate third party alerts. Where did they go?

One of mine is failing and I need to modify it!
Damon

Ok. Thank you.

And if you already canceled, let me know and I'll reset the booking so that you can do it over again with a refund first.

Hi Wapato View,

Make sure you refund *before* doing the cancellation. If you cancel first, the refund page won't let you send any refunds. We plan on changing that, but that's how it is right now.

So go to the booking > charges page and add some line items, below your current charges, so that the total is adjusted down to what you plan on keeping. The total amount should reflect what you are keeping after cancellation. If you're refunding everything, make the total amount $0.

After that, go to the refunds tab and send a refund.

Then go to cancel and do that.

Hope this helps,

-Michelle

I need to refund a deposit.

Hi Ella,

Sorry for the delay in responding and thanks for your questions!

That page was supposed to be changed awhile back. It my have gotten put back up. Our Grant Access feature, while developed, was never wildly released because of some issues we had with it and a desire to focus on some other key areas. At the moment, you'd have to use a shared email address to login with the other person.

You can, however, have multiple payment methods (merchant accounts) configured in your account with different properties having credit card deposits sent to different ones. That would allow you to share a single account but have different merchants for the various properties.

-Michelle

Hello,
One of the features listed is granting access : https://www.ownerrez.com/features/access
How does one grant access?
I might be helping someone soon take bookings for their vacation rental. So, I assume this person will need to set up a seperate account and their own merchant account. If I wanted to send quotes and take bookings for them, how would we go about it? I understand I could just log in, having the log in info, but can I take bookings for them while logged in in my account? Of course, they'll be the ones paying your monthly per booking fee and other merchant fees.
Thank you in advance :)
Ella

Hi JJ,

Those are booking field codes. The value that fills them comes from the check in/out times found under the Booking > Dates tab. By default, bookings are set to "standard" for both check in and out. You can adjust the times to something else. There are also email templates can be sent out (to you, 3rd party alerts, and the guest) when the check in/out times change.

This blog post talks more about early/late check in/out times on bookings:

https://www.ownerrez.com/blog/notes-early-late-indicators--working-with-double-blind-email

Hope this helps,

-Michelle

I don't see a way to set these fields.

I'm pretty regular if it can be set by check/checkout day of the week or even by the season. Would be nice to be able to override it individually, too.

thanks,
-JJ

@Claudia - At the moment, there's no way to do that. You probably know that already and are asking for a new feature request. It's a good request, we'll note it down. I can see some use for other enumerations like that as well. ~Sam

I was wondering if there was any way we can mark with a Comment on the Inquiry Screen. For example, Mark as Delete and Mark as Answered are presently there. Can there be a third option? I have A LOT of inquiries that do not fit the requirements, mainly age requirement. If it is an easy thing to do, can we have another option to Comment on something, where we didn't answer, nor we want to delete? For now, I just Mark as Answered.

Also, for the comment to pop up somewhere, as it does in NOTES?

Thanks,
Claudia

@Jacques:

That is handled by sending the email to the @inquiryspot email address for the property in question.

If you go to the inquiry instructions page seen here:

https://app.ownerrez.com/inquiries/instructions

It shows a specific @inquiryspot email address for each of your properties in OwnerRez.

When the page or form on your website is submitted, have it send the email to the correct @inquiryspot email address and it will land inside OwnerRez properly. Do a couple tests and you'll see if it's working.

I don't see any field for which property in this document:
https://www.ownerrez.com/support/articles/inquiry-parsing-for-custom-emails

I'm about to update my website to integrate with this.

Would the above insert create a link for the renter to RESERVE? It is not working for me.

What is the insert for... links to accept/finalize it online?

HELP.

Claudia

We don't have any official support for multi currency yet, but you could set up a separate merchant account that charges in Canadian dollars rather than USD and use it just for that property. The reports wouldn't convert things back and forth, but the pricing and charging would be done in CAD vs. USD.

We're in the planning stages for multi-currency in the works, but that's a large feature with many moving parts, so we want to make sure we get it right.

Can you send me a couple of the inquiry and booking numbers for the website bookings where you updated the listing site? I'll look into why they're not connecting properly.

Good point -- the report is filtered by the properties you select in the criteria section above, but doesn't have a way to include items with no property. I'll add that.

Legend colors only show up for items with > 5% of the conversion pie chart (that's > 5% of the area in the chart, not > 5% conversion rate). That's so you don't have a ton of tiny pie slices that are indistinguishable. Maybe a pie isn't the best way to represent the data. What do you think about switching to a bar chart?

I've also been wondering if it would be useful to visualize change over time for the conversion. Would you want to be able to break down by month or year and see that you got 15% for VRBO in 2013 and 29% for VRBO in 2014?

We don't have full Airbnb support yet, but it's something we're investigating. We added that system listing site as a way to manually tag inquiries and bookings to Airbnb for conversion tracking. For now, you still need to communicate through the Airbnb site.

We're planning to add support for walled gardens like Airbnb and FlipKey payments so inquiries will come in to OwnerRez and you can respond and manage them like other inquiries. You won't be able to send quotes or accept payments through OwnerRez since Airbnb and FlipKey do that through their system, but once this is done you'll be able to communicate through OR and have inquiries and bookings automatically created rather than having to work in their sites directly like you do now.

I don't have an ETA on that feature yet, but I'll keep you posted as things get closer.

I noticed in the listing sites under settings you have AirBnB. How do I set up airbnb to email OwnerReservations? Do I modify my primary email on ownerreservations to the inquiry email to OwnerReservations? Will this allow me to communicate through ownerreservations with the client or will I have to communicate through the AirBnB site?

Thanks in advance.

Damon

I really like the new functionality. As I looked into the data I realized my inquiries from my website show up as a blank for listing site. I went through the data and cleaned it up by modifying the listing site on the original inquiry. While this changed the "Inquiry Count" column it didn't change the "Booking Count" (e.g. I have bookings from these inquiries that I modified but they don't show as bookings, the still show in the "direct" column.

I also noticed that the data for inquiries where no property is selected don't show on the report but I would expect them to show up since they are inquiries that didn't result in a booking.

Finally, the color legends don't seem to come across for all listing sites.

Thanks in advance, let me know if I can help debug this.

Damon

Fantastic! Thank you!!!

Claudia

We don't have any plans to add that information to our HA/VRBO export right now.

If we do add that feature eventually, we'll have a control on our end that lets you choose how much information you want to share -- that way you can keep it as it (just dates), or add additional information if that makes sense.

Are you guys making any changes to your process by entering detailed information to VRBO/HomeAway calendars? For example, presently you are just entering the arrival date and the departure date. Perfectly fine with me. You are not giving email address or guest names, number of people, etc.

I do not want that information to get into HomeAway/VRBO system.

Thanks,
Claudia

Howdy,

I have put a second property on this system (I love the scheduled emails), but it is in Canada. I know that it could not be done before, but just checking in to see if it can now be done... is it possible to price and bill in Canadian dollars and is it possible to have the funds to go my Canadian bank account for this particular property?

Glenn

Hello Chris,

We had two bookings go through this morning and both have been uploaded onto the VRBO calendar - so it must be working now! Thank you.

Much appreciated,

Darillyn
Reservations manager, Riverside Properties
contracts@riversideproperties.org

This looks to have been a momentary glitch on VRBO's side where they returned a bad credentials error.

I reset your account and ran a verify calendar sync and everything went through smoothly.

Does your calendar look to be up to date now?

Hi Owner Rez,

We noticed this past week that our VRBO calendar does not seem to be updating.

Yesterday morning we received a message from you that said There is a problem with our linked VRBO account.

Status: User name or password is incorrect
How to Resolve: Please update your credentials so that we can access your VRBO account

I'm not sure what changed. I updated the rate page on VRBO for one of our rentals on Monday the 8th, but no change to user name or password.

Please advise what I need to check or fix - or if I need to call VRBO/HomeAway.

Thank you,
Laurie Elliott
laurie@riversideproperties.org
509-885-6077

I looked into the per-property scheduled email feature yesterday and was able to extract it from our larger changes. I did a hotfix release last night to add that (and also add support for VRBO's "New Reservation Manager" API).

You can now edit a scheduled email template and set specific properties you want to use it on (or All properties).

You're right -- we don't currently have a way to assign a scheduled email to one property and not another. This is high on our priority list, but we're working through a couple of things first to make sure we get it right and add the flexibility to handle all possibilities.

There are a couple of ways you can work around this to address your scenario:

- For the landscaper and cleaners, you could set up a third party alert on the property instead of using a scheduled email for this. That will send him a notification every time a booking is created. It's not as clean as the scheduled emails and it won't allow you to add custom information, but at least it will let you segregate the notifications.
- You can mail merge fields from the property into the email by using the custom fields feature. We've got a walkthrough of this here: https://www.ownerrez.com/blog/custom-fields-for-email-templates (when looking at that, the location to get to the custom fields has changed -- it's now in the settings menu at the top). You can create a custom field for, say, lock code or address, and then set different values in the property screen. Then refer to that field in the email itself and everything will merge through.

Hi, I love the scheduled emails that this system does - especially with variables.

I do have a question though.

I have been using it for a long time with a single property and that has worked out well. I now have a second property. I am not sure I am missing something, but how can I

a) Have some scheduled emails assigned to a booking for one property and not the other
b) Have content within the scheduled email relevant to the property

for example with point a) I have a landscaper for one property and I like sending him a reminder not to service while guests are there on one property, but the second property is a condo in another city and there is no landscaper needed. b) I have a reminder email to guests as to the address and codes. Obviously the codes and addresses are different per different properties. Also b) I send a reminder to cleaning staff for the property and therefore the email address is specific to property.

I think I am not finding the proper process to segregate my scheduled emails. Am I missing something?

Tx
Glenn

Thanks for the quick reply.

I am a programmer, C#,vb,php,python,bla bla

I am in the process of creating a few websites for the Gated Retirement Community where I live called Country Roads Village with 1200. I have gotten into the politics in Country Roads, which offers an unbelievable variety of activities from Dancing to the Arts. We have world class; Pottery studio, Lapidary Studio, Wood working Shop and much more. I am building a web application for Residents to get information on the activities for the Day or Week, there are a host of Clubs and Groups. 2 Tennis, 2 Pickle Ball, 10 Championship sized Pool Tables and on and on. I am also building a secure site for the Board of Directors and management of Country Roads Village. There are 35 maintenance people, so in the future I will build a job flow site.

I have been modifying an old Real Estate site that also includes rentals, but it is designed for property managers, not home owners. I could modify the code, but I have so many projects going right now, your app seems to eliminate a lot of my time.

There are a lot of older people here, that is going to require me to hold classes on how to operate the website and in many cases I will just do the work for them. I have already started taking pictures and logging into the database all the pertinent information on both Sales and Rentals.

This is a vacation village. There are maybe 200 people here right now. Why, it is Yuma Arizona where the outside temps are 110F

We are only one in many Retirement Communities in Yuma Arizona. My plan is to start in Country Roads and then reach out to others. Yuma grows from a population of 60,000 in the Summer to 120,000 in the Winter. Phoenix, Flagstaff, Tucson and the Grand Canyon to follow.

Now I will be anchored by the fact that Country Roads and many others maintain a strict 55 year old policy. The rules read "One house hold member must be 55 years old or older" Children are not allowed in the Common area(the pools and all of the activities) unless it is a major holiday.

All guests and potential renters must be 55 as well

If you think we might me a fit, please send over the API Docs.

Thanks for your time
Michael Alberga