General Help and Questions

Sort by

• Newest Reply
• Newest Topic

When you API connect to Vrbo, you become Merchant of Record. This means you are fully responsible for collection and remittance of all taxes required of you, on your own behalf. Vrbo will no longer collect and remit for you as they were prior to API connecting.

For this reason, it's necessary for your taxes to be broken out and configured directly in OwnerRez so that they can be passed to Vrbo.

Vrbo has had some discussion about (them) remaining Merchant of Record when API connected perhaps sometime next year, but I wouldn't expect that any time soon.

For Airbnb, how taxes are handled will depend on the tax mode in your account. Feel free to reach out to us at the Help Desk if you'd like us to take a further look into your account.

I am new to OwnerRez and was wondering if it is possible to have OwnerRez calculate a delayed check-out fee based on per minute basis?

Hello! Hoping someone can help me while I have a support request pending, 

We have been playing around with our Airbnb fees so that a shorter stay pays a higher nightly rate than a longer stay. 

We initially set up differing cleaning fees depending on the length of stay, however, we then learnt that Airbnb can only have a single consistent cleaning fee no matter the length of stay, which probably explained why it was only showing a flat £99 cleaning fee no matter the length of stay. But it doesn’t look that this logic applies for discounts.

So we have changed our cleaning fee to a flat £243 and put a £144 discount for 5-6 nights and a £243 discount for 7 nights or longer. Yet Airbnb is now showing a flat cleaning fee of £243 and no discounts except for my 28 day or longer 10% long-stay discount.

Any ideas ? Can Airbnb not handle multiple discounts like this? Is it possible to have tiered pricing for lower number of nights (we’re trying to offset the large cleaning fee without upping the minimum number of nights a guest needs to stay)? Is this something that a programme like PriceLabs could help with?

Thanks so much for any advice!

Hey there,

There's CSS that you can apply to that widget that will remove a lot of that for you and strip it down to the following:

You can find that CSS here - https://www.ownerrez.com/support/articles/css-magic-widgets#book-now-inquiry-widget-remove-contact-info

Just navigate to your widget in OR, click the Change button, and add the code to the CSS box, like so:

If this doesn't accomplish what you're looking for, please write to us at help@ownerrez.com and we'll see if there's anything else we can suggest!

Hi Marcel,

Reviews need to be marked as shown in order to display on your reviews widgets. If the reviews you're missing are marked as shown in the Reviews page, but still are not populating on your widgets, please write up some examples and send those in to the helpdesk at help@ownerrez.com

That feature request is now through development and in testing. Status update here.

I set up AirBnb and VRBO thru OwnerRez. They are both integrated and update the same and the calendar reflects bookings from both.

I have read the articles but I am very confused if I should have each tax listed amd then pay the tax to state, county and city or does VRBO and AirBnb? I know that they have an agreement setup but is it different for me because I use API in OwnerRez?

Is there a way to customize the cancellation policy per booking using Request to Book status? For example, if I run a 10% off discount for a "No Cancellation" policy, could I have a Vrbo guest ask about this and allow me to adjust their quote before confirming their booking? I would also need the cancellation policy to change in the rental agreement.

I've got a booking widget on my website, located on a "Reservation" page that has all of the possible fields and it works fine.

However, on the HOMEPAGE, I want to show a more streamlined widget that just allows for date selection and guests. I cannot seem to find any option to limit what fields are shown. I can't even remove the "Discount Code" field which seems pretty obnoxious. Is there a way to customize the widget fields for different styles/purposes or are we just stuck with what's there?

Or maybe I'm overlooking something?

Hello,

I have reviews that were not transferred from Airbnb to my direct website, how can you help ?

Best regards 

Marcel Barbus 

It looks like RentMount has already integrated with some channel managers, you could certainly suggest that RentMount write to OwnerRez's open API so they can be integrated here, too.

GVR has no say about your connecting to other channels. If you choose to give a discount on RentMount, that won't affect GVR, just as your pricing on Airbnb & Vrbo does not need to match GVR. For Google, it is about your website pricing.

Until they API connect, you may be able to iCal connect to RentMount; that means setting up your listing and pricing manually on their site.

I received an email from Mount asking if I'd like to list our property on their site. This is from their email:

Here’s what we’re hoping to do: connect our travelers directly with hosts like you—no third parties, no middlemen. We want to make it easy for them to book directly with you, bypassing the traditional channels, while you gain access to quality guests. In return, we’re simply asking if you’d be willing to offer our community a special discount. Think 5-10% off or an additional night if they book a certain number of days.

But it seems to me that this would create inconsistent pricing and therefore get in trouble with GVR. Am I correct?

How do I get someone from OwnerRez to respond quickly to a time sensitive issue?  I have already emailed the person who helped me onboard.  She finally did respond via email (4 hours later) with information that wasn't helpful...plus she provided information for only one question (i had 3). This is the issue with having support only via email...there is no enteraction.  So I responded to her email, that was almost an hour ago and still have not heard back.  Again this is time sensitive.  I can't wait 4 days to get on the phone with someone.  I have to say I am currenly very disapointed with OwnerRez Support...it is seriously lacking.

Actually, it's still doing it when I decrease my desktop window just a little bit, the menu goes to hamburger. How can this get fixed? Seems like a glitch. Even for smaller screens (like a phone) the menu reads correctly -- just that one particular screen size makes it change.

Can you check your display settings? If you are zoomed in too much, you might see the hamburger instead. I was able to check your desktop view and saw the names of the menu items across the top.

Oddly enough, it's working for me right now, too. Thanks for checking it out!

Can you check your display settings? If you are zoomed in too much, you might see the hamburger instead. I was able to check your desktop view and saw the names of the menu items across the top.

I've noticed recently that the menu on my hosted website is displaying as a hamburger or sandwich instead of the page names across the top of the desktop view only. I didn't make any changes to the page that would trigger this and I can't figure out how to fix it. Anyone have any thoughts on this?

Anything that will help more this year??

Ran across this post... making sure you're aware you can do this now:

https://www.ownerrez.com/forums/go/75034

Hi Michael,

The Line Item Pivot does break out those surcharges and discounts individually, but you can also see them rolled into their own respective columns in the Charge Totals section within the same report:

While these are not customizable, it sounds like this may have been what you were looking for. With regard to your suggestion on manually setting column header descriptions, I would suggest you see if this has already been suggested in our Feature Requests forum. If not, go ahead and add it so that other users can upvote your idea!

https://www.ownerrez.com/forums/requests

I have had an owner rent exclusively with me for three years. 
She did very well with me. High ADR and not many vacancies. 
Recently, she listed the property with another broker. 
If any of you have to share a listing, how do you deal with it? There are lots of problems with sharing listings. Algorithm rates, calendars etc..

I would appreciate your feedback. Anyone?

Is there any way to specify headers for Surcharges and Discounts?  I have several similar surcharges and discounts that I would like to have listed under one column header. For example, we have varying Weekly Discounts based on previous guest, specials, etc. I would like all those to show up in one column such as "Weekly Discounts" instead of discrete columns with headers that don't make sense or are extremely long based on the description. Allowing us to manually set column header descriptions in export spreadsheets would be very helpful.

Thanks,

Michael McDonald

----------------------------------

Hi James,

Could you write in to the Helpdesk at help@ownerrez.com with an example of where you're seeing this language displayed?

Guest receives 50.00% if cancellation occurs at least 30 days before arrival; No refunds within 30 days of arrival.

Checking your Cancellation Policy, I see the following:

Fifty percent (50.00%) of the total booking charges will be refunded if the cancellation is made more than 30 days prior to the arrival date of the reservation. For cancellations made within 30 days prior to the arrival date, no refund will be issued.

The above should also be populating in your Rental Agreement for Direct and Vrbo bookings. So I'm curious where you're actually seeing that language that cut things much shorter than the full policy details I'm looking at here. Is it on a channel you're seeing this? Wherever it is being displayed, there might be a different Field Code you can use so that it displays the language in full.

Give us a shout at the Helpdesk and we'll gladly dig in for you and see what can be done to address this concern!

Omg, you’re awesome! That worked. Didn’t think of that earlier. 🤦🏻‍♀️

thanks!!

Hey Alyssa,

Try filtering your inbox for only Unread messages. Do you see an old message pop up that is still marked as unread? Give that a try. If you don't see anything, please write to us at help@ownerrez.com and we'll be happy to take a closer look!

I recently saw this info on a forum post. Had you tried these steps?

Apparently you can choose to request a certain category:
Go to the listing, click property I believe and it will show categories. Then click learn more. Scroll to the part that says “change categories” or something similar. There’s a link that says “elevate”. Click on that and it will take you to a sign on page where you put your Airbnb log in and it will show all your listings and categories to change. It is said you can request to add/change a category.

The link you added above will take you right where you need to go to request the category, it's better than the steps I posted above:

https://elevate.translated.com/categories

 reply

Ticket sent in a few hours ago..    happy to jump on a zoom and share what I learned from AirBNB..

Frustrating if AirBNB Category's are search filters and we can't update them ourselves.

Any updates on this?  I have lost my Ski In / Out category.

I just tried to add it with Elevate tool.   Has anyone had luck with this?

AirBNB is blaming OwnerRez

https://elevate.translated.com/categories

Hey Jason,

Please write a ticket in to the helpdesk so we can have a closer look! help@ownerrez.com

Screenshots and links are always helpful, if you could include some.

Any updates on this?  I have lost my Ski In / Out category.

I just tried to add it with Elevate tool.   Has anyone had luck with this?

AirBNB is blaming OwnerRez

https://elevate.translated.com/categories

Hi!

My inbox remains with a (1) next to it indicating that I have 1 unread message, but I do not. All messages have been read and I’ve even clicked at the top of each page of the inbox to ‘mark all as read’. But the green 1 remains indicating that I have one unread message. How do I get rid of that? It’s driving me crazy 😜