General Help and Questions

Sort by

• Newest Reply
• Newest Topic

This is an issue caused by an unannounced change implemented by Airbnb - as you pointed out, the error is being issued by Airbnb, not OwnerRez, and is widespread in effect across our Airbnb-connected clients.  We are attempting to work with Airbnb engineering for them to develop a less problematic approach, but at present this has not yet been achieved.

I'm extremely disappointing and find it totally unacceptable that it took three days to get a reply from OR support for the one technical glitch causing issues with my listings. And then I was told that the tech team will be notified and have a great weekend.

And it's more disappointing and unacceptable that haven't gotten a reply yet after three days about the second technical glitch causing issues with my listings.

Why aren't such issues getting prioritized as Urgent and treated as such?

How do I make my property accept 1 and 2 night rentals from Monday to Thursday Only when we presently have a Min 3 night rental. 

You can change the min-nights settings for particular nights, or days of the week, in the Rate Calendar:

https://www.ownerrez.com/support/articles/rates-calendar#nights 

 For 1 and 2 nights is there a way to boost the nightly rate?

Yes, you can do a One-night-only surcharge:

https://www.ownerrez.com/support/articles/common-surcharge-discounts#one-night-only

Note that not all channels, notably Airbnb, support this.

How do I make my property accept 1 and 2 night rentals from Monday to Thursday Only when we presently have a Min 3 night rental. For 1 and 2 nights is there a way to boost the nightly rate?

Yes please!! The ability to disable/archive old, unneeded, or never-used custom sources would be greatly appreciated! 

Hi Richard,

Unfortunately no, there is still not a way to delete a custom source.   Mostly because when these are created they are tied to other bookings and things under the covers so they should never be truly removed for accountability and tracing.  However, doesn't mean we couldn't allow you to disable them, and hide from your active view so they don't show up in drop-downs and what not.

Thanks for giving us a nudge on this.  I am going to bring it to the attention of our dev team to ensure this is on a future roadmap of improvements.

It is now a couple of years since this topic was discussed. Can we now delete custom sources? 

I was pondering whether setting the door code seven days prior to the guest's arrival, rather than at the time of booking, might reduce the likelihood of the issue I'm facing.

Absolutely - the shorter the time period a given code is in the system, the fewer of them active at any given time there will be, and therefore, the lower the chance of a conflict.

I encountered a situation where a guest who booked through my hosted website had their lock code generated, but I couldn't delete or edit it. Have you ever encountered a similar scenario before?

That's normal for algorithmic lock models - but yours aren't, so that shouldn't be happening to you.  If you have a specific example, please send it in to the Helpdesk so we can take a look.

Hey Ken, it seems like I've come across many of your insightful posts and replies. Anyway, I was pondering whether setting the door code seven days prior to the guest's arrival, rather than at the time of booking, might reduce the likelihood of the issue I'm facing. Additionally, I encountered a situation where a guest who booked through my hosted website had their lock code generated, but I couldn't delete or edit it. Have you ever encountered a similar scenario before?

Yesterday and today I have been getting notices from OR of API syncing failures.

First with Airbnb. I added a couple dozen photos to each of my three listings yesterday, and soon after that OR sent me this error for each one:

• Airbnb limits photo deletes to 100 per week -- delete extra photos on the Airbnb UI or resync next week.

I deleted about 3 or 4 photos from each listing, not 100.

But I added around a couple dozen each. Yet OR sent triplicates of each of these to Airbnb, some copies of these being with no captions, when I had captions to all of them. And these multiples linger now, despite the ongoing syncing since then.

This is requiring these triplicates to be manually deleted from Airbnb's side. Will these triplicates continue to be fed to Airbnb, though?

I replied to the notifications of these but have heard nothing back about it from OR.

Is OR support ranking support requests about its technical flaws causing issues with listings as Urgent priority over and above all other support requests?

In addition to these photo issues, I am getting reports from OR of syncing failures with all my listings on Google Vacation Rentals, with this error:

• Push Extra Guest Charges PostPropertyExtraGuestChargesAsync failed, details 8136:error `StayDates` `application` attribute is invalid for `ExtraGuestCharges` message.

Request to OR support: Please prioritize as Urgent those technical flaws that are causing listing issues for hosts.

Thank you, Ken!

Sounds like you're doing a Refundable Damage Deposit.  In this mode, you actually take the money from the guest via their credit card, which incurs processing fees.  When you refund the amount back to the guest after they leave, you don't get the fees refunded - that's just how nearly all payment processors work.

Instead, you should look into the Security Deposit Hold, which does not incur processing fees unless you actually claim the funds due to damages, which hopefully should be relatively rare.

https://www.ownerrez.com/support/articles/security-deposits-overview 

Sounds like you're doing a Refundable Damage Deposit.  In this mode, you actually take the money from the guest via their credit card, which incurs processing fees.  When you refund the amount back to the guest after they leave, you don't get the fees refunded - that's just how nearly all payment processors work.

Instead, you should look into the Security Deposit Hold, which does not incur processing fees unless you actually claim the funds due to damages, which hopefully should be relatively rare.

https://www.ownerrez.com/support/articles/security-deposits-overview 

This is my issue, and its an accounting nightmare! Bank statement shows $291 credit from Stripe and a few days later, $300 debit to stripe. I dont even know how to account for this in our accounting program :) Any ideas?

Hello- 

 

Any updates on VRBO security deposits/holds?

 

Thank you, 

Tiffany

This is a very old thread. If you are API integrated, you can hold or collect your own deposit via Ownerrez for Airbnb and Vrbo. 

Hello- 

Any updates on VRBO security deposits/holds?

Thank you, 

Tiffany

Hi Michelle- 

I am fairly new to this world! I have a question, we use "Stripe". Previously, we were requiring a $300 deposit. In the bank account, I would see $291 being deposited and $300 being debited back to the customer. Is there any way to avoid the $9 fee we are paying if we are just returning the $300 back? How do I put all of this in the accounting program?

Thank you, 

Tiffany

If you'd like to write in to the Helpdesk with a detailed description of what you're trying to do, we can get you specific instructions.  However, generally, the solution most likely lies in our Theming area:

https://www.ownerrez.com/support/articles/theming 

Please write in to the Helpdesk with specific examples and screenshots.  We are actively working to improve our Booking.com API connection, so, this is very timely if there's something not working correctly.

Hello,

I wanted to know how to change my email on one of my properties. It looks like inbound emails to go a certain email address and then when i reply it replies with a different one. How do I make it all one email. thanks

Hi there,

I use Pricelabs for my pricing and have my minimum night settings set up there. However, my minimum nights are not showing on my booking.com listings. I have no problem with my other channels (direct, airbnb, vrbo). Has anyone experienced this issue before? Do you know how to resolve this? Thanks in advance!

Stacey & Pam

Please write into the Helpdesk with screenshots showing the problem, so we can investigate.  I do know that Airbnb recently made a somewhat breaking change to their API that is affecting the proper updating of photos, so this may be related to that.

 Hi Ken- Whenever I sync for my Airbnb listing, Error pops up and suddenly there are duplicate photos on my listing even after I delete them and sync again.

Thanks Ken, very useful information, I'm currently waiting for VRBO to contact me as my cannel link in Ownerrez is pending authorisation via a phone call. I'll discuss with them when they call me.

The Widget is directly driven by the database - it doesn't need to be refreshed, and is always up-to-date.  Something else is going on, possibly a cache issue in your browser, or a confusion as to exactly which field is used where.

Please write in to the Helpdesk with specific URLs and screenshots showing what is wrong - we should be able to quickly identify the problem and get it resolved.

I'm in exactly the same position (currently paying PPB of 8%) and have just initiated the VRBO API connection. If connected to VRBO via an API channel manager VRBO automatically move you onto a professional plan whereby the guest fee is removed and the property owner pays a commission of 15%.

That has not been our experience.  If this has happened to you, immediately reach out to Vrbo IPM tech support and ask them to put you back.  If that doesn't work - which, so far as I'm aware, has never happened - write in to our Helpdesk with full details and we will assist in getting this resolved.

@Katie Yes, I think you should open a new feature request, ideally with clear examples of what you're wanting, since I'm not sure I understand it.  As you noted, we do support custom fields on properties, so what exactly are you wanting in addition?  Please don't answer me in this thread, as it's originally about something else - create a new feature request.  I'll see it.  :-)

I'm in exactly the same position (currently paying PPB of 8%) and have just initiated the VRBO API connection. If connected to VRBO via an API channel manager VRBO automatically move you onto a professional plan whereby the guest fee is removed and the property owner pays a commission of 15%.

Thanks Ken, that answers my question. 

I am using the "Availability/Property Search Widget" on my WordPress Sight.  The widget is working correctly but the information it is pulling from the Short Description is out of date.  How do you refresh.  I have tried deleting the widget and creating a brand new one but it is still using old info from SHort Description

https://shastalakeshoreretreat.com/availability-calendar/

For example, if you do a search that comes up with a result for Retreat 10, 13 and 14....the description is not even right for that house.  This was likely because when I first created these new properties I copied one of the others.  I then later changed the short description but it is not pulling from that.

Again, I have tried deleting the widget, re-create the short code.  I have also deleted the short code in Wordpress, changed name and still an issue.

Please help