General Help and Questions

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On the surcharge for cleaning check to see how you have the bottom Expense sections filled out...

Please write in to the Helpdesk and send us the Excel sheet with all your reviews in it, we'll take a look.

Done! Under "agent@alaskatravelers.com"

I have tried searching multiple ways for this question and can't seem to find it addressed. I have uploaded a legal waiver agreement for use of an ATV during the guests' stay.  I was able to upload it in a docx format but now I need to make it signable.  Is there a way to do that?

Thanks!

UPDATE! FIGURED OUT HOW TO PUT IN DOCX.   NOW I NEED TO KNOW HOW TO ADD A SIGNATURE LINE.  

How did you convert or set up your original pet agreement in OR legal format?

Hello, 

Can anyone point me in the right direction how I can configure the cleaning amount to get deducted from what is due to the owner?

Here is an example:  

Collected $690 - Rent, Cleaning and Management.  10% Commission on Rent.  0% Commission on Cleaning and Management Fee.   All of this is correct.

Expense charged by AirBnB is correct.  $20.70


Commission is correct.   $44.93


Owner breakout is wrong.   Owner should not get paid the two surcharges (Cleaning Fee of $160 and the Management of $60).  

It should be:  $690 - $44.93 (PM Commission) - $20.70 (Pre Deducted expenses) - $160 Cleaning - $60 (Management Fee Surcharge) 

Please write in to the Helpdesk and send us the Excel sheet with all your reviews in it, we'll take a look.

Hello! I have spent weeks loading reviews onto the excel sheet and it says I was successful and my reviews were imported but I can't see them? Can anyone please help I would hate to loose weeks of work over this.

Is it possible to make sure a security deposit is held before confirming a booking?

Before confirming a booking?  No, because security holds expire after awhile, and it could be any length of time between the booking being made/confirmed and the actual arrival.

My system is set up to hold a security deposit 3 days before arrival.

Yes, this is the normal best practice.

There has been a recent incident where a guest caused damage but there is no security deposit held for them.
It looks like they removed the credit card from the system before a security deposit could be held.

That's not actually possible - once the credit card has been provided by the guest, there is no way for them to remove it from OwnerRez.

It is possible for the guest to cancel the card so it won't work for future charges though.  If you'd like to write in to the Helpdesk with the ORB number of the booking, we can investigate and see exactly what happened.

Is there a way to make sure a security deposit is held?

When properly configured, the system will automatically request a card if one is not already provided, and, will automatically hold the security deposit.  Of course, for bookings where a card is not provided to us (e.g. Airbnb), there is no way for the system alone to force the guest to provide one when asked for it.  You'd have to enforce that manually, such as by cancelling the booking due to violating your rules requiring them to provide the card.

You can see which bookings do and do not have cards and/or security deposits, by using the Filters available on the List view of the main Bookings screen.

Hello,

Is it possible to make sure a security deposit is held before confirming a booking?

My system is set up to hold a security deposit 3 days before arrival.

There has been a recent incident where a guest caused damage but there is no security deposit held for them.

It looks like they removed the credit card from the system before a security deposit could be held.

Is there a way to make sure a security deposit is held?

Thank you.

Thank you Michelle!  The instructions there came in very handy!  

After talking to my account manager, Elavon offers, what they call, tiered pricing. The account manager explained that they offer 3 tiers currently: 

1. 1.95% and $0.25 per transaction item 
2. 2.65% and $0.29 per transaction item
3. 3.35% and $0.29 per transaction item

1 applies when the guest uses a personal credit card (card issuer, M/C, Visa doesn't matter). 

2 applies for all debit cards. 

3 applies when the guest uses a rewards card or a business credit card w/ rewards. 

After being told multiple things by different support personnel, this explanation seems to make the most sense. Thought I'd share this here, in the event other folks are wondering about the same thing. 

Thanks!

It is indeed normal for it to take a few days for that status display to be properly updated in OwnerRez.  However, that should not affect the proper updating of calendars - that should occur regardless.  Do not create a block manually in either OwnerRez or Vrbo - that could prevent the booking from being successfully made or confirmed.

Thanks! yeah, figured as much. Normally, it'd be fine. But I have a booking that may happen today on VRBO (lucky). Is the best way to just block if off manually in Owner Res? Then remove the block when they start syncing? (Or will that cause an issue when the calendars get unblocked.)  

I was too impatient. Mine happened in about 24-36 hours. 

Interesting. I'm having that same issue. Our property went live on VRBO last night. This morning, it still doesn't say active on OwnerRes. I will report back if it changes later today. (Around 24 hours). 

Can you give an example of such a software?  I can't think of anything like that in our list of integrations offhand:

https://www.ownerrez.com/support/articles/integrations-overview 

However, nearly everything in OwnerRez can be exported to Excel, and most data can also be imported using our Excel import templates:

https://app.ownerrez.com/imports

So it is often possible to informally integrate that way.

Thanks so much for the help with this!

Triffic!  I look forward to hearing from you.

Hmm, I see your ticket - we can explore this issue more that way.

It is the Vrbo IPM group that suggested it.

I don't need to reconnect it.  I just need to delete it from the Vrbo API.  Then I would generate a *new listing* on Vrbo. That may be different than a reconnecting.

You get a considerable algorithm boost on Vrbo if you have a new property. Vrbo recognizes the property as "new" on their side, even though I created a "dummy" listing on their site back in August, which was never public and never received any bookings.  But for some reason (says Vrbo), there is a flag or an indication somewhere from OwnerRez that marks the property as not being eligible for the new property boost.

I took this to support, and your colleague Adria told me that trying to reset this flag within the two systems would be *way* more trouble than it's worth.  She suggested that I delete the listing and reconnect.  I then called Vbro and they told me that sure, this was fine with them.  Now I seem to be hearing that this cannot be done.

How can I accomplish this then? I really would like to because otherwise I have start at an algorithmic disadvantage, and this has a direct economic consequence.

Thanks!

PS I have no current bookings from Vrbo for the property.

The short answer is - you really can't.  It is not possible to disconnect a property from the Vrbo API and then reconnect it as a new property, from the OwnerRez side.  It is theoretically possible to be done from the Vrbo end, with the assistance of their IPM tech support team, but I don't recall ever seeing them do it because normally it is considered a violation of their TOS.  I have seen them swap properties around when they got mixed up in the first place during the initial API setup process, but not otherwise.

Sure, this is a very common situation, which OwnerRez fully supports!  The way to set this up is with Mutual Blocking, as described here:

https://www.ownerrez.com/support/articles/combined-properties-blockoff-lockoff

Please feel free to write in to the Helpdesk if you need us to take a look at your configuration to make sure it suits your needs.

Hello OwnerRez team, I own a vacation rental property with 7 King Size beds, 2 kitchens, 4 bathrooms, a pool, and a hot tub. I'm interested in offering guests the option to book either the entire house on weekends or single rooms during the week. How can I create rules in OwnerRez to facilitate this dual booking system? Your guidance on setting up such rules would be greatly appreciated. Thank you!  www.brickhouseofwashington.com

Very long backstory made very short -- in order to take advantage of Vrbo's new listing boost, both Vrbo and OwnerRez reps agree that I need to delete/archive an existing API-connected listing, and then regenerate the property as a new listing.

OK. It's easy on Vrbo to hide, then archive a property. 

On the OwnerRez side, however, I cannot find how to disable/delete a property from the API connection.  I can see how to disable the entire channel, but not a single property.

Any ideas?  Thank you in advance.

How do I batch sync past customers when signing up for Quickbooks? 

Great question!

When you first turn on QuickBooks integration, it will apply your sync settings to new bookings, but not to old ones.

You can manually turn on the sync for each old booking, but if you have a lot of them, use the Batch Update Bookings for QuickBooks Sync Tool.

How can I pre-approve inquiries in Vrbo?

You cannot, and, it is not necessary - guests can simply go ahead and book without waiting for approval.  If your property is in Instant Book mode, the booking will be finalized automatically; if in Request-to-Book, it will appear in OwnerRez as a Pending booking for you to accept or decline.

https://www.ownerrez.com/support/articles/pending-bookings#request-to-book

Either way, no action is required by you in Vrbo.  There is more discussion and explanation earlier in this same thread that may be helpful.

While I'm not trying to create a quote as above, I have the same problem as what the original poster mentioned:

"Vrbo is supposed to have the ability to send a pre-approval or quote within the native inbox, but for some reason those features are missing from the inquiry. I suspect they are removed since I connected the listing to the OwnerRez PMS, but I'm not sure."

How can I pre-approve inquiries in Vrbo? This works just fine in Airbnb but I don't have that same functionality with Vrbo.

You should have received an automated response email from the Helpdesk system - you can reply to that email with your screenshot attachment, and it'll be posted onto your support ticket internally.

Thanks Ken, I submitted my issue to the Helpdesk per your instruction, however, note there’s no way to attach a screenshot of the issue in the message to Helpdesk

For anyone who comes upon this thread - we are glad to assist with formatting issues, but, the best way for us to do that is for you to write in to the Helpdesk with the screenshot of the problem; information about the device and software being used; and, if possible, identifying the specific message and/or booking that's causing it so we know where to look.  Sometimes there is stray CSS or HTML code in the email template or Footer settings in your Theming, which can be easily fixed once found.  Other times, the issue can be an artifact of a particular email client and/or device, which requires more investigation.  Thanks!