General Help and Questions

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Sage - Echeck 5 replies

J. Marker
Oct 18, 2012 1:03 PM
Joined Sep, 2012 19 posts

Any idea on when the e-check feature might be up?

Credit Card charges 37 replies

J. Marker
Oct 18, 2012 12:43 PM
Joined Sep, 2012 19 posts

Please follow up on this thread! I would like to know what the 'real' fees are! Thanks!

How will OwnerRes. handle the HomeAway e-mail policy change? 14 replies

StayAtTremblant
Oct 11, 2012 8:49 AM
Joined Aug, 2011 5 posts

Hi Michelle / All,
For more context on the HomeAway proposal for forcing owners to log in to access inquiries using the proposed "Conversation System", please see:

http://community.homeaway.com/message/33902#33902

There is also a link there to the survey mentioned above.
Additionally, I have set up a poll for owners/guests to provide some additional feedback:

http://community.homeaway.com/polls/1170

Peter.

How will OwnerRes. handle the HomeAway e-mail policy change? 14 replies

Michelle J
Oct 11, 2012 8:25 AM
OR Team Member Joined Jan, 2011 582 posts

I just noticed that HomeAway released a survey asking people what they thought of the new interface/workflow of the email changes that are coming.

To see the changes and comment, go here:

https://www.surveymonkey.com/s/HASC2012

Incorrect Quote generated from Owner Reservations 6 replies

Michelle J
Sep 5, 2012 9:07 AM
OR Team Member Joined Jan, 2011 582 posts

To be clear, you can always manually adjust the quote charges at any time by opening the quote and clicking on the Charges tab. You probably already know that but I wanted to point it out just in case.

Incorrect Quote generated from Owner Reservations 6 replies

Michelle J
Sep 5, 2012 9:05 AM
OR Team Member Joined Jan, 2011 582 posts

Hi Ed,

What you're seeing is the result of having arrival/departure dates that span multiple rate periods. The problem is that having multiple rate periods within the same quote creates ambiguities.

For instance, suppose you have a 10 day quote where the first 3 days are in rate period A and the last 7 days are in rate period B. Also suppose that you have a "week" rate set up in both rate periods.

There are multiple choices for how you may want the rates to turn out:

1) You might want the guest to get a "week" rate for the first 7 days, leaving the last 3 days to be charged as individuals "nights". The problem is that since that first "week" falls over two rate periods, you'd have to pick which rate period applied.

2) You might want to ignore the "week" rate since there were multiple rate periods and just calculate each set of days inside their rate periods. In this example, that would mean that the first 3 days were calculated as individual "nights" in rate period A and the last 7 days were calculated as nights or a week in rate period B.

3) You might want to combine both of the previous two options and calculate a prorated "week" for the first 7 days based partly on each rate period, adjusting for the cost difference.

Currently, OwnerRez calculates all rent rates based solely on ONE rate period - which is the rate period that the first night falls in.

In the future, we'll be adding an option that will allow you to pick whether you want dates spanning multiple rate periods to be broken up per period. If you choose this, charge types (weekly, nightly, etc) will be calculated as a SECOND priority to that.

Hope this helps,

-Michelle

Incorrect Quote generated from Owner Reservations 6 replies

Ed & Alyce
Sep 4, 2012 10:22 PM
Joined Jul, 2012 9 posts

Good Evening,

I had an inquiry come in with a check in date of 12/19 - 1/2/13. I generated quote # 16610 through OR. However, I noticed that the rates applied in the quote were incorrect.

On 12/19 - 12/20 the rate is one price
on 12/21 - 12/31 the rate jumps about $50.00 a night
on 1/1/13 - the rate jumps an additional $10.00

However, OR is taking the rate from 12/19 and applying it all the way through to 1/1/13, this equates out to a misquote of $900.00.

Can you please look into this and let me know what the problem is? Did I set up incorrect pricing, or is there a glitch in the system?

Thank you,

Ed Nasi

Guest Address 6 replies

Michelle J
Aug 28, 2012 3:45 PM
OR Team Member Joined Jan, 2011 582 posts

No, not yet unfortunately. We are going to try to weave in a number of payment-related updates into the next few sprints while we're working on email. There are a number of things we're trying to work on in parallel but email is the main focus.

Guest Address 6 replies

cp9293
Aug 28, 2012 3:12 PM
Joined Apr, 2012 395 posts

Hi Michele,

Any updates on this topic? We really need to know the guest address, for refunds and such. I have to refund him, since he is not bringing his pet. I can't find is address anywhere.

Perhaps have the address go to the rental agreement, at the time it is signed?

Claudia

Calendar details to third person 4 replies

Michelle J
Aug 18, 2012 9:27 AM
OR Team Member Joined Jan, 2011 582 posts

When creating a new Google Calendar or accessing it from a different browser, Google sometimes asks you to validate by submitting a CAPTCHA image test. Try logging into your Google Calendar and making sure you can see it okay and that Google isn't asking for any information. If that doesn't work, do the following:

1) Is the Google Calendar a "secondary" calendar added to an existing Google account, or is a standalone Google account?

2) Can you contact us offline with the credentials to your Google Calendar? I can try seeing what the problem is on this end.

We're going to be changing how we sync with Google Calendar in the near future. There are some issues with how we do it now that can be smoothed out by using a different integration method.

Calendar details to third person 4 replies

cp9293
Aug 18, 2012 9:17 AM
Joined Apr, 2012 395 posts

I get the following error when I do the google calendar with ownerRez...

Connection Failed

Google returned this error: Captcha required

Calendar details to third person 4 replies

cp9293
Aug 18, 2012 9:01 AM
Joined Apr, 2012 395 posts

How do I have owner rez sync with the calendar?

Calendar details to third person 4 replies

Michelle J
Aug 18, 2012 8:03 AM
OR Team Member Joined Jan, 2011 582 posts

Hi Claudia,

Yes, we will. Shareable "read only" calendar views has been requested before.

In the meantime, why don't you create a free Google Calendar, have OwnerRez sync with that and then let her look at that? Many people use Google Calendar for this purpose.

-Michelle

Calendar details to third person 4 replies

cp9293
Aug 17, 2012 9:54 PM
Joined Apr, 2012 395 posts

I tried looking to see if this subject came up, but I don't see it anywhere.

Can you please have something for my housekeeper to look at the calendar, without me giving her my password to get on?

Claudia

Security deposit released email, never received 0 replies

cp9293
Aug 14, 2012 2:31 AM
Joined Apr, 2012 395 posts

Nevermind.... Received later.

Claudia

How will OwnerRes. handle the HomeAway e-mail policy change? 14 replies

Michelle J
Aug 13, 2012 8:49 AM
OR Team Member Joined Jan, 2011 582 posts

At the moment, there are no plans in place for how we will handle those type of inquiries should HomeAway decide to go closed-loop. Without seeing a real sample of how their alert emails will be structured, or what options owners will have in answering them, we are limited in how much early thought we can put into it. There are dozens of other important features to work on so we're not going to waste time speculating about something that is out of our control.

How will OwnerRes. handle the HomeAway e-mail policy change? 14 replies

cp9293
Aug 13, 2012 8:44 AM
Joined Apr, 2012 395 posts

Hi Sam and Michelle,

How will you be handling the way HomeAway seems to be heading, with their inquiries? I have been talking in forums and it appears that they are going to have their customers signing to their HomeAway page to get the information and respond. This could be implemented as early as next month.

Will HomeAway inquiries be out of the equations for OwnerRez?

Claudia

Booking does not appear 21 replies

Sam Westcott
Aug 4, 2012 2:52 PM
OR Team Member Joined Dec, 2009 240 posts

Claudia, we did find a low-level caching error that was erroneously created by the previous release. We have both successfully reproduced the bug on our end and fixed it. A release will be going out tomorrow (Sun) evening or Monday morning. Only about 10% of our customers would be seeing this based on their account age - you are one of them. Thanks for letting us know. We started getting a flood of support requests about this over the past 2 days so we knew something was going on. ~Sam

New Email feature 10 replies

Michelle J
Aug 4, 2012 8:44 AM
OR Team Member Joined Jan, 2011 582 posts

Great, glad to hear it! We're doing a short mid-sprint update next week that will show sent AND received email with some more filter options.

New Email feature 10 replies

cp9293
Aug 4, 2012 8:27 AM
Joined Apr, 2012 395 posts

I have to compliment this new feature! I just had a failed credit card mail. (Not the same as the one discussed yesterday). I entered the information of them, to be charged today. Everything went through. Today, I have FAILED. I went in here to see what the customer email looks like. I like it. I especially see what the email looks like. I would not have known, last week.

Thank you for the improvement!
Claudia

Booking does not appear 21 replies

cp9293
Aug 3, 2012 10:08 PM
Joined Apr, 2012 395 posts

I just went into the OR calendar and it is showing up.

Booking does not appear 21 replies

cp9293
Aug 3, 2012 5:12 PM
Joined Apr, 2012 395 posts

ok

Booking does not appear 21 replies

Michelle J
Aug 3, 2012 5:07 PM
OR Team Member Joined Jan, 2011 582 posts

We're looking into a caching issue. Others are commenting that the main calendar view is "sticky" and takes a couple of hard refreshes before showing new bookings. One of the latest releases may have caused this.

Booking does not appear 21 replies

cp9293
Aug 3, 2012 5:05 PM
Joined Apr, 2012 395 posts

F5 on the apple seems to be brightness, not refresh. I completely logged out and back in, still nothing.

Grid shows there. Shows on that calendar as reserved.

Just not in the Main BOOKING screen.

Booking does not appear 21 replies

Michelle J
Aug 3, 2012 5:03 PM
OR Team Member Joined Jan, 2011 582 posts

Try that refresh thing I mentioned earlier. F5 and Ctrl + F5 several times. Do you see it in your grid view?

Booking does not appear 21 replies

cp9293
Aug 3, 2012 5:02 PM
Joined Apr, 2012 395 posts

Funny thing is that VRBO is showing booked. It's OwnerRez that doesn't show it.

Booking does not appear 21 replies

cp9293
Aug 3, 2012 5:00 PM
Joined Apr, 2012 395 posts

OwnerRez calendar

Booking does not appear 21 replies

Michelle J
Aug 3, 2012 4:50 PM
OR Team Member Joined Jan, 2011 582 posts

cp9293 said:

My calendar is not showing it booked. Everything else is.


Can you be more specific here? Do you mean the main booking calendar in OwnerRez isn't showing it, or one of the calendars on the listing sites (VRBO, HomeAway, etc) isn't showing it?

Booking does not appear 21 replies

Michelle J
Aug 3, 2012 4:49 PM
OR Team Member Joined Jan, 2011 582 posts

If the owner finalizes it, it will show a message saying that on the booking overview page. If the guest accepts and completes the quote, it will say that instead. Now, if the owner pretends to be the guest and accepts it using the payment form, there's not really any way for the system to know that.

Booking does not appear 21 replies

cp9293
Aug 3, 2012 4:48 PM
Joined Apr, 2012 395 posts

BTW, as I stated, I did the actual ACCEPTING for the above transaction. My calendar is not showing it booked. Everything else is. Do you know why?

Claudia