General Help and Questions

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Do you think you have an option we can click on to state UNINTERESTED or NO ANSWER?

Claudia

Hi Claudia,

If a guest hasn't accepted the quote yet, the T&C are whatever you have them set to for the property. The T&C are only saved as a PDF snapshot when the guest accepts and finalizes the quote (turns it into a booking). Once they do that, you can see the PDF snapshot under the Legal tab of the booking.

-Michelle

Good morning all!

Where do I see the Terms and Conditions that the potential guests are sitting on? At times I change my T&C because something comes up at the VR Forum I belong to. At this time, I go back in and change my T&C, to add or remove something. Since the quotes stay there for maybe 10 days, I will forget what if the potential guest has the old version or the new version of the T&C. How can I go back and look at the T&C they have?

Thanks,
Claudia

The guests you are manually entering right now will not get emails asking for their upcoming payment or security deposit. You have to actually schedule payments and security deposits for them in the system, which means you'll have to call them and ask for their credit card by phone (or ask for it by email).

In the future, we'll be adding reminder emails so that they get asked by email to send a payment. When that happens, they'll be shown a form that shows your payment methods (credit card, check, etc)

For those that accept the quote and pay by check, their scheduled reminder email will be fired off [x] days before the due date, where x is whatever you require for the grace period.

Again though, the scheduled reminder emails have not been released yet.

-Michelle

I was typing up a response, but then I remembered this blog post from last year:

https://www.ownerrez.com/blog/new-model-for-holiday-charges

That covers the details pretty nicely.

-Michelle

If I have a customer that paid the deposit and their arrival date is July 15 and my payment schedule is 60 days prior to arrival the balance is due. What will happen, when? Automatically, on May 15, the system is going to ask for a credit card information, since their is none on file.

Will it give the customer an option to pay by check? If so, on checks, it should be asking for it before hand, since it is DUE 60 days prior to arrival. Is there a place to enter, for checks, 75 days - to give them time to mail it and it arrives 60 days prior?

Claudia

How does it know when it is a holiday? It only asks how much more. But where do I enter a holiday time frame?

Claudia

No, you're specifying how many are *included*. Then, to the right of that, you're specifying how much each extra pet is at a rate per night or per stay.

-Michelle

Oh, I thought that it meant 1 pet would be $75. Ok.

Claudia

Hi Claudia,

In your rates, do you have 1 pet included or 0 pets included? If 1 pet is included, then entering 1 pet won't add any extra fees. If you want a pet fee for ALL pets, then set "Included Pets" to 0.

-Michelle

I have been creating bookings and adding Pet Fees. Why doesn't it already include the pet fee if I specify 1 pet? Also, when I click on the TAXABLE, it doesn't seem to calculate that amount. I will send email.

Claudia

I just did that. I wondered how I didn't notice it before. LOL

Claudia

I don't like things left OPEN, when I know they are no longer interested, or haven't answered. I like everything neat and in a bow. I know, I am a pain. :)

As long as I could go in there and change the EXPIRATION DATE, then that would be good. Unless... in the future you have an extra option stating... Uninterested or No Answer, etc. :)))

Claudia

Hi Silvia,

You're welcome!

Yes, it would be a manual entry. You can enter manual payments at any time.

As of today (we did a major release last night) you can now put add check payment methods to your account, so the guest can see check as an option (and your instructions on where to send it) when accepting the quote. There are rules associated with that for the booking to auto-cancel if their check doesn't show up in a few days.

-Michelle

Hi Claudia,

Don't delete anything. If you do that, you'll lose valuable tracking info. You'll want to see, in our future reporting module, which listing sites sent you the best inquiries, which converted to bookings the most, etc.

You can certainly change the expiration to be expired if you want, but there's really no reason to unless you no longer want the person to be able to accept it. Just leave it as it, and it will expire on its own.

Our software takes care of automatically expiring quotes or preempting them (if someone else books the same dates). Once you respond to an inquiry or quote, you don't need to do anything else to get it to become inactive. Just let it go and the system will take care of it.

Again, DO NOT delete anything UNLESS you created something by mistake. It's best to leave the records around so you can find them later.

-Michelle

How does one handle inquiries that people do not respond to, or are not interested? Do you delete those? IF so, which area do you find them all in?

What is the process for these transactions, after quoted. Do we change the expiration date to today, so they don't stay OPEN?

Claudia

Arrived, on second request.

Hi Sam, that is the first place I look, since many have landed there since I started.

Claudia

Claudia, please check your spam folder if an email hasn't landed in awhile. Our system sends many thousands of emails per day. Sometimes the ESPs slow us down. Thx, ~Sam

Hi Michelle,

Thanks for all the replies.

How would the booking proceed if the customer insisted on using a different method of payment than you currently support, for example using AMEX card(though you support it, it's an extra charge, etc) or via check or via Paypal or wire transfer? I guess since the booking may have originated in your system or not, how does one go about collecting and recording that in the system, would this be a manual entry? Is there a featuer to bypass the payment request - though I suspect we may not know of the conflict until the customer is ready to pay.

Thanks, Silvia

OK. I don't know. Maybe it is something on my side. I still have not received the above email. I will try to send it again, under the EMAIL tab.

Claudia

Michelle, re: speed. I just did 5 or 6 new bookings and added/deleted charges for them by hand. Everything was blazing fast. ~Sam

I suppose. I haven't received the email I just sent myself, after entering the amounts and the payments. States... This email was last sent on Apr 24, 2012 at 2:15 PM.
and I haven't received it yet, 4 minutes later.

CP

Hi Claudia,

The release was put out last night and is fully done now. Shouldn't be any slowness. I just looked at some pages and it seems to be running as fast as ever for me. Definitely not anything like *minutes* to save something. Could it be your internet connection?

-Michelle

Amendment to charges takes a long time to update. Seems to take over a minute. When I do the collect payment, it takes about two minutes to update.

Is the system slow, because of the updates you are doing today?

Claudia

Open the charges for the booking, click the "Change Charges" button, and edit to your heart's content.

The charges grid is very versatile. In the Rate field, you can use positive or negative numbers, decimal values or percentages.

The green "+" icon to the left of each row adds a line item above the row. The red "-" icon to the right of each row deletes the row. The "Add Charge" button adds rows at the end.

More on that here:

https://www.ownerrez.com/blog/editing-charges-is-now-easier-and-faster

OK. For the future, 90% of the bookings for Hilton Head Island are 7 nights. VERY FEW are for less than that. How can I manually do it, for those very few?

Claudia

Yes, it was as I expected. You don't have any charge types in your "Spring 2012" rate period that covers this scenario.

If you open your "Spring 2012" rate period for this property, notice that you only have one charge type:

Week, set as 7 nights, for $925

This booking (# 252034) is only for 4 nights. You'll need to add a "night" charge type or something else that is shorter. Otherwise, the system won't be able to auto-generate your rates for anything less than 7 nights.

Once you've done that, do the "Reset to Property Rates" again on the booking charges, and you'll see the rent appear.

-Michelle

Your rate periods, for this property, must not be configured properly to cover the dates of this booking. That's why it's only adding the tax and surcharge line items and no rent. I'll take a look at your rate periods and see where the problem is.

(If you want to edit the charges manually, then yes, you would hit the Change button and edit the grid - adding and removing line items - by using the various edit buttons)

How do I do that? It will not let me fill in the amounts? Do I have to ADD CHARGES and do everything separately?

I tried Changing and hitting "Reset to Property Rates" but it won't reset to property rates.

Claudia