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I feel your pain! Now, whenever I get a cancel request from a VRBO guest, I always redirect the guest to VRBO customer support. VRBO then sends me a request, stating I will not be penalized for aa guest initiated cancel. VRBO integrated support are at best badly trained!
Hey, James!
No, the system would not interfere with your minimum night requirements like that. There could be a number of things that contributed to that booking being allowed. The most common would be Spot Rates.
Rates and minimum night requirements follow a hierarchical system. The rates and rules that take precedence over everything else are your Spot Rates. Changes made directly to the Rate Calendar, listing rate imports, or dynamic pricing syncs (if your dynamic pricing is configured to send minimum night requirements along with rates), populate your Spot Rates.
If no Spot Rates exist, then the system defaults to Seasonal rules.
If no Seasonal rules exist, then the system defaults to the Property level rules.
What may have happened here is that you have Spot Rates in place that are allowing for a two night minimum. If you're using dynamic pricing, such as PriceLabs, you'll want to check there to see if you have two night minimums syncing over to OwnerRez. If your dynamic pricing is not configured to send over minimum night requirements, you may have imported rates from the channels with a two night requirement, or you may have made changes directly on the Rate Calendar, and those changes have not been overwritten since.
More info on Spot Rates / Rate Calendar can be found here:
https://www.ownerrez.com/support/articles/rates-calendar
If this does not answer your question, do write in to the helpdesk at help@ownerrez.com!
I have my minimum night stay set up at 3 nights, but someone was able to book a last minute booking for two nights on Air bnb. I assume somehow the minimum night stay changes as it gets closer to the dates so that it has a better chance of not being vacant. Is this correct? I don't remember setting this up, but if someone knows if and what I did I would love some assistance. Thanks.
You can change the instant book settings for each property now.
Each channel has a set of rules and policies you can configure on the channel API settings in Settings > API Integrations.
If you follow the instructions below, This area allows you to override those settings for a specific property.
Go to Properties
https://app.ownerrez.com/properties
> Properties
> Select Property
> Channel Rules
> Change
Under Booking Mode
> Airbnb
> Request to Book (or pick whatever setting you want)
Under Booking Mode
>Vrbo
> Request to Book (or pick whatever setting you want)
For Airbnb, You can select from several options for Instant Book including the following:
> [Use Channel API Setting]
> Everyone who meets standard Airbnb requirements can make Instant Book reservations.
> Only guests who have traveled on Airbnb, are recommended by other hosts, and have no negative reviews can make Instant Book reservations.
> Only guests with verified government-issued ID and who have traveled on Airbnb, are recommended by other hosts, and have no negative reviews can make Instant Book reservations.
> Only guests with verified government-issued ID can make Instant Book reservations.
> Request to Book
For VRBO, You can select only a few options for Instant Book including the following:
> [Use Channel API Setting]
> Instant Book
> Request to Book
Hi James,
I'd love to go over your account configuration with you directly and talk about specifics, If that sounds interesting please reach out to our helpdesk and we can discuss that further.
As a general bit of information however the calendar widget will typically show the nightly rent, it should match what you have on your calendar via Settings > Rates
I recently changed my pricing strategy and wanted to add a 10% uplift to all of my direct websites.
So I created a quick surcharge.10% management fee and selected the websites.
It all looked right until I noticed the calendar widget (with prices on) still shows the original price.
Is there a way to get this new price with surcharge to appear?
Or is there a completely different way to achieve what I am after?
@Beach House -- I agree that if the system could save this completed form for each guest, that would go a long way in demonstrating what was offered to the guest and the decision the guest clearly made to decline travel insurance!
IS there a way to get a copy of the form where travel insurance is offered upon booking and the guest's checks they were offered and chose not to buy the travel insurance?
There is not, but you should be able to look at the Insurance tab of any booking to see if Travel Insurance was purchased!
These are great general suggestions, depending on what total is being compared as well it may include channel service fees. In any case, if you're still experiencing difficulties with figuring this out. Please feel free to reach out to our helpdesk with example dates you're looking at and we can do some cross referencing with you to confirm.
1. Airbnb splits certain fees (example: Management) across stay and applies them to nightly rent https://www.ownerrez.com/support/articles/channel-management-api-integrations-airbnb-rules-settings . 2 check if you have channel mark up set up on Settings > APi > Airbnb.
Hi, I noticed that our rent is showing up as 8 dollars per day higher on airbnb than VRBO. This price difference is showing up for travelers as the rental cost before taxes and fees. We do not use pricelabs (I found another post stating similar issue that was tracked down to a promotion + pricelabs issue). We adjust the rate manually when needed. Is airbnb adding a fee to our rent?
Hi Alex,
The following won't apply to a custom page that has been created, but it is now possible to create individual Custom Sources for each booking source, then create a URL with the root of it being your book now page, and add the Custom Source to the end of the URL for tracking purposes. For example, I've created a new Custom Source as an example in my testing account:
https://secure.ownerrez.com/settings/customsources
Then, I'd need to click the Book Now button on my website and grab the URL, which would look something like this:
https://www.mytestsite.com/book
I can then take that URL and add the following - ?or_listingsite=(custom source) so it looks like this:
https://www.mytestsite.com/book?or_listingsite=example
I could then use that URL to create an inquiry or booking, and I'll see that inquiry or booking come in as having been attributed to the Custom Source "Example". It'd show up on the booking or inquiry's Overview tab, under the Channel section, like this:
You'll also be able to see it if you use the List View on your Bookings page. There's a column for Listing Site on the List View.
If this isn't quite what you were looking for, feel free to give us a shout at help@ownerrez.com so that we can take another look!
IS there a way to get a copy of the form where travel insurance is offered upon booking and the guest's checks they were offered and chose not to buy the travel insurance?
Checking in on this. We have an owner creating a landing page website for their property and going to be directing traffic to that page for bookings. Trying to figure out if it would be possible to attribute a booking to their marketing efforts or if they are organic through our site. Similar to how when bookings come through VRBO, Airbnb, or Google Vacation Rentals. Just trying to keep track of how bookings are coming in. Thanks!
Hi Alin,
Apologies for the delay, we were checking with our engineers regarding the error. It actually appears you're experiencing a known issue our engineers are tackling, I can't provide an ETA on that fix currently. But the work is ongoing, thanks for reaching out about this!
Hi Jhem,
When a booking is passed over to us from an integration such as the Airbnb API integration, it gets directly correlated and linked to that bookings Reservation Number from Airbnb. You can view this reservation ID on Airbnb bookings, under the overview tab, within the general info section. You'd also be able to click on the "Channel" Tab to see relative information that would only be visible if that booking is a channel booking.
Here's where that reservation ID would be on the overview tab,
The manually imported booking on the back end wouldn't be correlated to that ID and as such generally wouldn't sync automatically, that being said if there are any oddities about this booking or you're still uncertain about what occurred to these reservations. Please reach out to our helpdesk with the Reservation ID's of these bookings and we will gladly take a look at them for you.
Hi Karen,
Any questions you may have you can reach out to our helpdesk to get direct answers, alternatively if you have recommendations the best path is to check if it's been suggested already! Use the link below to search our Feature Request forum. If it's not there you can write this up as a suggestion so other clients can vote up your ideas for new and improved features in OwnerRez:
I would like to know if any of them which might help my situation are getting closer to development status?
How do we connect with OR to request more cohosting flexibility within OR?
Hello! Did anyone here had an encounter of a cancellation made on Airbnb but the cancellation did not sync in ownerrez?
It seems that when we were transitioning to ownerrez, we manually imported our reservations, and when the sync with ownerrez and airbnb was finished it resulted to two bookings with the same details. When the reservation was cancelled on Airbnb only the other reservation was cancelled but not the one we have imported manually.
Thank you! I was able to create a new charge line as a negative amount and indicated refund to zero out the balance.
Hi Karalee,
You'll want to create those taxes manually within OwnerRez via Settings>Taxes.
Ensure the applicability dropdown is set to a condition in which your hosted site is included. (The default option would include the hosted site, however you may need to have it exclude Airbnb depending on how Airbnb handles taxes)
As long as that applicability is set then generally the tax will automatically apply to your hosted site.
Hi Renee,
That's generally correct! A common scenario related to this would be when Airbnb applies a resolution adjustment. Our API will typically automatically bring over the adjustment as a refund, however the charges wouldn't usually match at that point, and you would in most cases need to review the financials (to ensure the total is correct) then update the line item charges to match.
If you're still on the fence, please reach out to our helpdesk and provide the booking ID and we can try to take a closer look at your unique situation.
Hi BB,
Hmm, generally we'd considering switching your guest communications from Channel messages to Email early in the booking cycle for that very reason. There are a plethora of cases where the channel may filter content out of messages.
How do I clear up an outstanding balance left when refunding a guest?
Should I just edit the charges to reduce the amount due?
Sorry if this has been covered, I searched the forums & help documentation.
Just had this happened too. After approving in OR, my trigger message was sent to VRBO messaging confirming the booking and asking guest to sign the linked agreement, however the URL/link to the agreement was stripped out of the message. I assume since VRBO is not recognizing the booking as accepted, links cannot be sent in the messages. I'll try to resend the link once the time runs out (still showing I have over an hour left to accept the booking), maybe VRBO will recognize booking after time is up?
Caleb,
Thank you for your reply. I have gone ahead and responded to your email as well with further information. This very well may be a glitch on your end, but please do keep me posted.
Thanks,
Rob
Hi Rob,
Due to the nature of this issue I would normally request you reach out to our helpdesk, but I see you have already done that! I will send an email shortly to discuss this further. But thank you for reaching out!
In short I believe you may have stumbled across a bug, but we're digging into it as we speak.
~Caleb
99% of the time (booking.com is one exception for some corner case scenarios), when I communicate with guests, I use OR Inbox. I'm not in the habit of checking if the message was sent successfully, so I guess I need to change that habit to a more "trust but verify."
What does that error message mean? Did I do something wrong in my message (the string), or is this an API error? If the latter, is this a bug in OR?
Hi Robert,
Our booking/inquiry widget already only has the fields by default, the photo is not generally part of our widget.
Here's what our booking/inquiry widget looks like,
~Caleb
