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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
Hi Ella,
A very good question. The issue is that sometimes when the system goes reauthorize the security deposit, the card is closed, expired or over limit from the cardholder's other activities. When that happens, the old security deposit is voided but no new security deposit is possible. This is a natural unavoidable problem with how card processing works. We can't guarantee that reauthorizations will always work for this reason. I know that's frustrating. We've looked into different alternatives in the past but always come up short. We are considering adding an email notification that will tell you when this "failed to reauthorize" occurs so at least you know you're dealing with a guest that you have no security deposit on. Not a great situation to be in, but at least you'll know a little bit ahead of time.
-Michelle
FYI the error message while trying to release the security deposit was:
An error occured while trying to release - The release request failed. Reason: The bank did not approve this request. Details: Transaction can only be voided if status is authorized or submitted_for_settlement. This error is being returned from your payment gateway. It is probably occurring because the original security deposit has expired or was released elsewhere.
Hello,
Recently I had a booking (ORB355910 ) were even though the security deposit was successfully authorized, the automatic re-authorization after a few days failed. However, I was never notified of this and when I tried to release the security deposit after departure I received a message that the bank did not authorize this release and maybe it was released somewhere else.
Luckily there was no damage, so I eventually manually marked this as released manually. The system until then did try to collect the security deposit on daily basis, each one was denied, until I marked it as released. Shouldn't I receive an email notification when such autorisation fails?
This would have been trouble if there was actual damage and security deposits to collect.
Ella
That'll work fine, thanks. Was on that section of the booking a lot, not sure how I couldn't figure it out from that...
We don't have a way for customers to add a new card separate from another operation. That's on the to do list.
What you can do now, if you want to let them switch cards, is to send them the payment or security deposit link from the booking. They'll be able to put in the new card info there and execute the charge.
The drawback of this method is that it will charge the card immediately rather than waiting for a schedule, but at least it gives you a method to handle it for now. We originally did it this way as a security measure to ensure that the card was charged at least once before queuing it up for a schedule, but now know that we need to add more flexibility here.
Once the guest makes that last payment on the new card, you can also go into the security deposit and switch over the card to the new one.
Is it possible for a customer to enter a different credit card for the 2nd payment and security deposit?
Looks like I can manually add the new card myself, but I don't see any way for them to do it online.
thanks,
-JJ
Thank you for replying. I'm looking forward to possible updates on this. :-) Ella
Unrecognized is only when I respond back via homeaway. However, those made it through to ownerRez already. I am talking about the ones that come in, but nothing is showing in ownerRez. I have to Create an Quote, manually.
We collect all emails we get from VRBO/HomeAway and you should see them either as inquiries or as an "unrecognized inquiry" email if we can't automatically parse them. Have you been seeing that unrecognized inquiry email or nothing at all? Can you double check your HA account and make sure that your @inquiryspot.com email (from https://app.ownerrez.com/inquiries/instructions) is properly configured there?
We don't currently support multiple to emails, but we've bumped it up on the priority list.
There are a couple of ways to do this. You can create duplicate email templates as you suggested. Or, if you have control over your email provider, you could create a forwarding alias that sends email to multiple addresses. Something like housekeeping@myvacationrental.com, which would then forward to the appropriate email addresses. Different email providers have different ways of doing this. If you have Google Apps, you can create a group: https://support.google.com/a/answer/33343?hl=en. If you have gmail, you could use an alias like yourgmail+housekeepers@gmail.com, and then archive and forward that using a filter: http://www.komku.org/2013/10/how-to-use-filters-to-forward-certain-emails.html
Seems that some enquiries from homeaway/VRBO are not going to OwnerRez. Do you know what is going on? It is in la st few days. I have to manually enter them.
Thanks,
Claudia
Hi there!
It would be very cool if one could setup the emails to be sent to more than one person. At this time as I understand that if I wanted an email to be sent I am limited to only one recipient? The only solution I see is making a copy of the exact email and setting it up separately but identically for anotherperson to receive it it.. which could be a drag. Options as CC field would be great. Please let me know if there is such options or if this would be a quick fix on your end. Thank you very much.Ella
The only thing I can think of is that I have to modify my rates every year because the day of the year when my peak rates start and stop changes. I'm not sure if there is a solution, but it is cumbersome to make sure all 8 properties are the same and then all my rates line up to VRBO, TripAdvisor, Airbnb, Website, etc.
Not sure if there is a solution...and it really isn't a problem with Owner Rez.
That isn't currently supported, but it's a great idea.
We're actually in the middle of overhauling the rates, rate periods, and seasons. I'll see if we can get it in. Are there any other related improvements to rates etc. that you can think of?
Is it possible to set rules for different rate periods? For example, I'd like to force a full week in my peak season but only 2 days in my offseason?
I'd also like to have it be 7 days for next peak season but 3 days for this peak season (as an example). This matters because I want to turn on rules and auto responders for this peak season but not for next peak season because I don't want people to be able to book <1 week next season.
Damon
Thank you Michelle :)
I also went ahead and deleted that scheduled email for you from my end so that it won't go out.
Hi Ella, I don't have an answer for you yet, but I wanted to let you know that this issue is being looked into.
Edit: sorry it should say "*unable* to delete" in the title, that was a typo... :/
By mistake I added an email with a security payment reminder to be sent to a wrong guest (booking ORB334212) I can't delete or modify it, it shows as "Server error"
There was an issue where your VRBO account was incorrectly flagged as having invalid credentials. I just fixed that.
Even though there was a banner, that didn't affect anything else in the account.
The "Fix Now" links are also corrected so they will work in future.
Hi Michelle,
By mistake I added an email to be sent to a wrong guest, even though for the same dates (booking ORB334212) I can't delete or modify it, it shows as "Server error"
When I go into ownerres now, I get a huge irritating banner that says there is something wrong with my VRBO linked account and to 'fix it now'. When I try and do so, my browser says there are 'to many redirects' and stops working.
