General Help and Questions

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I haven't noticed any problems with any of the grids. I just ran a few tests and clicked around. All pages are operating as normal. Link? ~Sam

Hi,.

Nothing is displaying on queues. I just Created a quote and when I went back to look at it, nothing is showing.

Claudia

I added them to my address book and it seems to have worked. They are not going in there anymore.

Thanks!
Claudia

We don't parse the info out of custom emails that are sent. We only parse for major listing sites like VRBO, HomeAway, FlipKey, etc. The reason is because our parsing logic doesn't know what to look for unless the template is the same very time.

However, we show you a wizard when each one comes in and you can quickly pull the information out and create an inquiry record from it.

If you open an inquiry and look at the Verify tab, the wizard looks a lot like that. You see the original email on the left and a group of fields on the right so that you can manually parse out the inquiry details.

-Michelle

Thank you, Sam!

Michelle

I was looking at some youtube intro stuff for wufoo and looks like I may be able to do that in my website - so I can either send it to @inquiryspot or maybe in the beginning send it to my email address to see what shows up. Now will your programs know the data that is being past? I guess most heading should be the same - first last names, etc - I will look back at the websites you included above.

Thanks, Silvia

Claudia, good point. There are a slew of other fields we want to put in there but haven't yet. That one should be really easy to slide in. I'll make sure that one is put in during the current sprint. Thanks for keeping us honest. ~Sam

There needs to be an Insert Field for TOTAL COST. Nowhere on the rental agreement is the total cost of the rental. This does not seem right, at all.

Can we make this a priority to get this tag inserted?

Claudia

Yes, but I meant you could have guests send emails directly to your @inquiryspot email address if you wanted to.

So you could actually put:

"Please send inquiries to 12345@@inquiryspot.com"

on your website and have guests send their own emails to it.

But yes the form plugin thing isn't ready yet.

There are some owners that have their own website form send an email. Here are some examples:

http://cardigancabins.com/shenandoah-stars
http://www.massanuttensprings.com/contact-us.html
http://www.natapoclodge.com/leavenworth-vacation-rental-reservations/

In those examples, the owner has their own custom form that prepares an email and sends it to @inquiryspot.com. There are a number of services online that will help you easily create your own forms. I believe Wufoo (http://wufoo.com/tour) does that.

Hope this helps,

-Michelle

Michelle,

This is assuming you already have a form type inquiry request form already developed? I don't have anything like that so that's why I was requesting if there was any way to get the potential renter to fill out the inquiry form on your system and submit from there. If I understood correctly, you said it is on the Dev road map?

Thanks, Silvia

No form yet but this is a highly requested feature, and for good reason. It will be coming soon.

In the meantime, you can always send email inquiries from your website to the @inquiryspot.com email address provided for each of your properties. Any emails that are sent there will show up in the system, and you'll be able to turn the email into an inquiry with a little wizard screen we provide.

-Michelle

I have a website but have currently no way to have the renter communicate with me unless they send me an email to vacationpa@aol.com. Is there a way for them to fill out a form that owner rez would understand or better yet do you have a link so they can go and fill out a request for a quote?

Sorry if this was discussed before.

Thanks, Silvia

Sent a letter to Tim and he said to forward an email to him, which I will be receiving from them shortly, stating charges.

I will let you know the outcome.

Claudia

Hmm, no idea. Seems like a very odd little amount to be on there. Please email merchant-services@ownerreservations.com about that.

-Michelle

Hi Michelle,

I just got my first auto payment to sage and the fee does not seem to be a flat 2.95%. A total of $3344.57 went into the Sage Payment system. At the start of this month I was charge $101.79. I could have calculated wrong, but 2.95% of $3344.57 is $98.66.

Or have I done the calculations incorrectly? I did 3344.57 x .0295 = 98.66. If this is correct, where is the extra charge for $3.13 coming from? Is there an extra fee somewhere?

Thanks,
Claudia

You're correct. Currently, second payments for non-credit card bookings (check, cash) are not displayed. If you recall, we just recently added check payments to the process. Before that, everything was credit card across the board. This is very high on our To Do list though.

-Michelle

Hi Claudia,

I'm sorry to hear that you're still having problems. We have many users with HomeAway listings and you're the only one I've heard report this.

The only thing I can suggest at this point is:

a) Email me your HA login credentials offline, and I'll try logging into your account and seeing if I can spot what's wrong. If you do this, change your password to something else before sending me your credentials and then change it back after.

b) Contact HomeAway support and ask them why that is happening. Their support dept. is usually pretty good though you may not hear anything for a day or two.

-Michelle

I just received another inquiry from HA, however, when I went to verify it was for the wrong property. I went back into HA and found out that it had the wrong email address for that property under CONTACTS. I then changed that and looked to see if the other property had the incorrect OWNERREZ email address. It had the one I just entered for the other property.

It seems when I change the CONTACT info for the property in SC, I also change it to be the same for the property in PA. Thus, I just changed it completely and entered my primary email address and will deal with it later.

Why can't I enter the OwnerRez email for the SC property and then enter the OwnerRez email for the PA, to be different? Do you know?

Claudia

Hi Michelle,

You have the charge that gets charged, whenever however many days we decide, for the balance due. Does an email go out for the balance due, via check?

When I go back to look at where it might say the due date I can't seem to find it. Usually, don't you have all the information on when it was paid and when the payments are due? Nowhere on the guests info do I see when the balance is due. I had to go into the archives and look at my rental agreement. Am I missing something?

Claudia

OK. I will add them to my address book and hope that it will stop going in the Spam Folder.

Claudia

I'm sorry to hear that our alerts are landing in your spam folder. We've done a lot of work to make sure our emails don't do that, but unfortunately the email service providers (Gmail, AOL, Hotmail, etc) have their own policies.

Usually, you can configure your email settings to "white-list" certain email addresses.

In Gmail, any email address in your Contacts automatically is white-listed.

Also in Gmail, you can create a filter for messages that come from a certain email address to "never send to spam".

In AOL, you can white-list an email address by adding it to your AOL address book.

In Yahoo, you have set up a filter.

The email addresses you want to white-list are:

alerts@ownerreservations.com
bookings@ownerreservations.com
quotes@ownerreservations.com
inquiries@ownerreservations.com

-Michelle

How can I stop OwnerRez emails going into my Spam Folder? I have it on medium for control. When I set it to Low, it still goes into Spam.

Claudia

No idea, but if you email me your HomeAway login credentials offline, I'll login and look at it for you. That's the best I can do.

For other listing sites that don't allow two emails, you can set up a forward (in Gmail for instance) to send a copy of all inquiry email to OwnerRez. If you do that, make sure the filter only looks for inquiry email from the listing site. Do not forward all email or you'll be inundated with "unrecognized email" alerts from our system.

-Michelle

Hi Michelle,

I finally got an inquiry from HomeAway and it still only came in via OwnerRez. I did not get the original inquiry sent to me via HomeAway. What am I doing wrong?

Also, Vacation Rentals doesn't seem to allow two emails. Do you if this is incorrect?n I only get it via OwnerRez.

Claudia

Well, we could always put that in our email template, without having it as a separate link, I guess.

Claudia

Yes, that is high on the list as well. Not only pictures, but a link back to the listing site.

-Michelle

OK.

Also, can you add the capability to add pictures in the body of the email sent to the guest, whether it is the initial response letter or, moving forward, followup letters. Guest do forget which inquiry property we are are each referring to. I also like to add a few pictures, throughout my email reiterating what I am speaking of.

Claudia

Hi Pawel,

There's a monthly fee of $30, an annual PCI fee of $25, a per transaction fee of $.30 (I believe) and then a bunch of other fees for things like business cards, debit cards, international charges, "rate 2" and "rate 3", etc. MasterCard and Visa "brand usage" is in there too.

It was actually quite astounding to me to see how many interchange fees there are for "normal" merchant accounts.

The only OwnerRez customers that like the 2.25% deal are the ones that do more than $20k per month in processing. It's worth it at that point since the volume is higher.

-Michelle

Yes, the previously-booked people, that you had to enter manually, are a different story. You have to get their credit card info (by phone or email offline) and then use it to schedule the second payment and security deposit.

I was talking about new bookings, moving forward.

-Michelle

Hi Michelle,

When I go in there and go to "Add Contact", I already have another contact with my personal email address. I just hit SAVE and we will see if both OwnerRez gets it and my personal email. However, it was there already and I was not getting the inquiry in my personal email.

I will let you know if it makes a difference that I hit SAVE under the old contact with my personal email.

As for the quote, I quess I was thinking about the previously booked one, before I came on to OwnerRez. Those are entered manually, but they would have to give me their credit card info for me to enter it into the OwnerRez system. They are not done automatically. Correct?

Claudia