General Help and Questions

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Does anyone know how to correct the problem seen on the image below? It appears that Airbnb is grabbing some information from Ownerrez and instead of listing the number of Beds and Bedrooms, it states we have a Game console. Other listings show this same issue. Nowhere in our description have I entered, "Game console" so I can't change any info myself to trick the sync into displaying the correct information. I'm surprised that Ownerrez has not figured out a fix for this and it would be helpful to display the sleeping accommodations.

Hi,

When a legal form is uploaded to https://app.ownerrez.com/agreements if that form is sent through OwnerRez. The System will typically automatically handle acquiring signatures.

Here's how to add a form to an email template: https://www.ownerrez.com/support/articles/renter-legal-agreements#specific-templates

For Bookings you can view the signatures under the "Legal" tab of any booking.

~Caleb

thank you Ken

Please write in to the Helpdesk with this email, including any attachments, so we can examine what Vrbo sent and compare it to your account to determine if there is an issue that needs to be addressed. Unfortunately, Vrbo does frequently send similar "error" emails when there really is no error that requires any changes.

We have been on VRBO for over one year now without any problems but the last two days I have received an email from them regarding an integration audit report and it states that is a lodging rate error.  Anyone know how to fix this?  Picture below is from the email. 

Hi RNLH,

They navigated via Settings > Legal Agreements, then selected "Create Agreement" and typed it out and formatted it.

Regarding the question of how to add a signature line to the document, this shouldn't typically be necessary. OwnerRez automatically requests a signature for any legal agreement sent to a potential guest.

We have an article on this here :https://www.ownerrez.com/support/articles/airbnb-request-for-contact-info-real-email-address-and-signed-renter-agreement

~Caleb

Yes, this still works the same way.  Please write in to the Helpdesk with a detailed explanation so we can investigate - this function has been pretty stable and reliable for awhile, so we should be able to get it sorted out for you.

I guess this still the case in 2023?  I have a similar problem and Airbnb insists that my lead time has to be changed over here, but it's not working. 

I'm wondering how much of the issues with property setup and payments is at least partially solved by ownerrez?

That's an excellent question.  The answer right now is - basically none.  But, a vastly improved Booking.com API connection is actively in work by OwnerRez engineers, so hopefully later this quarter or perhaps early 2Q, most if not all of the property setup and payment issues will have been resolved.

Is there anyone using ownerrez and booking.com who'd be willing to share recent experience with booking.com?

Between the ownerrez forums and reddit, my impression is that the quality of guests is lower and the booking.com host interface is hard to use, though most of the comments on the ownerrez forums are a year or more old. I'm wondering how much of the issues with property setup and payments is at least partially solved by ownerrez? And more importantly, is anyone in the US getting a meaningful number of bookings from booking.com?

After I  upload my doc how to make it so it can be digitally or e signed?

The OwnerRez agreement signing system supports e-signing, which is generally legally valid:

https://www.ownerrez.com/support/articles/renter-legal-agreements#legal

It doesn't support wet signatures though.  You can send documents to clients for them to print, scan, and return, but that process (other than the actual sending) would need to be handled outside OwnerRez.  It is however possible to attach documents or other files to a Booking, under its Files tab.

You'd normally use the Booking type template, since all such messages will related directly to a specific booking.

The property address is indeed an attribute of each property - but, since by definition each booking is directly connected to a specific booking, the property field codes will still work just fine in a booking type message.

https://www.ownerrez.com/support/articles/field-codes#property 

Please write in to the Helpdesk with a screenshot of the message, and the ORB number of the booking it's on, so we can investigate specifically.

Hey team, I have a message that says it was sent, but also says queued at the end.

Does this means it has not sent yet? If so, how do I send it?

Channel trigger "rental agreement" was sent 7:22 PM yesterday Queued

Which template should i use if I want to create a message with the property address? None of the items on the drop down for template email seem appropriate.

Once I have the template I will create a trigger to send myself an email 2 days before the guest checks in if the booking is tagged as 'pool heater' so I remember to start heating the pool. Creating the trigger part seems straight forward just struggling with the template creation part. Which I am sure I am over thinking, thanks for any help in advance!

Hi Bernard,

At this point I'd recommend writing in to our helpdesk at help@ownerrez.com. Please include a screenshot in your email showcasing information is not present as you've outlined. This will allow us to get more hands on with the issue.

Beyond that for your suggestion, I'd recommend writing this up in Feature Request forum, so other clients can vote up your ideas for new and improved features in OwnerRez:
https://www.ownerreservations.com/forums/requests

~Caleb

Thanks for the reply.  So I do have it set that way you showed.  I can manually update the charges this way so the math is correct for what owner and PM get.   However, I don't want to do that for every reservation.  Is there a way that will automatically show that in the charges?

Thanks,

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.