General Help and Questions

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Hi Rachel,

Is this the link they were provided? https://www.capribytheseaocmd.com/

It appears to be loading fine currently, its possible they tried to access your site before the certificate was finished being set up. Do you recall if the page where you can modify your hosted site had a blue banner on it that read "certificate installing". See below for an example of that:

Additionally are they still experiencing that page currently? If they are still experiencing that error, then I'd ask them to click on the more details/advanced details button If present, and provide a screenshot. Please reach out to our helpdesk with that screenshot and we can take a closer look to make sure everything is in order.

Hi Ken

I am on the API but unfortunately no e-mail is appearing in the contact info and the e-mail on the pulse app is a booking.com proxy.

I have sent an request to the guest for their e-mail directly and will see if that works. I'll also contact the helpdesk.

Thanks

We are actually working on integrating with Booking.com's internal messaging system via our API connection with them, though this isn't finished yet.  With our other such messaging integrations (Vrbo, Airbnb), the channel automatically filters and removes any links in messages before the guest has booked, but allows them in messages sent after the booking is complete.

Additionally, if you are using our Booking.com API connection, in most cases you will automatically receive the guest's real email address once they have booked.  OwnerRez can send automated messages directly to the guest's email, which does not go through Booking.com and thus is not filtered by them.

If you have a specific example where you can't get this to work at all, please send it in to the Helpdesk so we can investigate further.

Thank you for the detailed response Steven!  Unfortunately most of my bookings are through AirBNB so it only has a limited application for me.  Hoping that PriceLabs and OR can integrate PriceLabs' Length of Stay feature soon!

Hi-

Yes, the problem is with Booking.com (Agoda’s partner).

BDC recently instituted new security settings and have screened out all links, even non-clickable/cut and paste ones.
I’ve had to reach out to each guest, get their real email, and send info (like the link to sign the rental agreement) that way. You can ask for their direct email on the BDC messaging platform and explain the problem, call them or text them. Overall it is tedious.

BDC is unresponsive and I’ve spent over six hours in the past two weeks asking for help. Going into BDC’s messaging and security settings and attempting to enable links doesn’t work. They’ve grayed out the radio buttons to make them non-functional.

-Alice

If it helps I've been trying to work out what the problem is and I think it is the messaging security settings on booking.com. It does say the information was update 1 day ago so they may well have changed things.

https://partner.booking.com/en-gb/help/legal-security/security/all-about-our-messaging-security-settings

I think i need to input the OR domain.

(enter either a specific URL (such as www.example.com/xyz.html) or an entire domain (such as example.com))

I have added https://orez.io and will let you know if it worked.

Just got this message through. How do we deal with this?

Also is this a global thing or is it an Agoda china thing as the guest is from Hong Kong?

It is possible, at least for the payments.  For the communication, you might be better off with a Groups.IO for this as I think there is a very low limit of the number of emails you can have per booking.

As far as the charges, it will be a LOT of busy work.  You need to create a booking and then you can do a "Request Payment" on the transactions tab.  Then request a specific amount, then compose email and send it to people's email manually.  That's a LOT of work.  You would be better off, especially since they're family, making a spreadsheet and telling everyone to bring cash or Zelle/Venmo you the money.

OR really isn't setup for this, as far as I can tell.  Another option would be to get a terminal (which will cost you more money) from your card processor and use that.

Does anyone have any info on this?  I see that the site is "secure" according to Owner Rez and has https at the beginning of web address.  Why would a site block it, recognizing it is "not secure"?  Someone suggested it may be viewed as "uncategorized".  How can I get this changed?  Thanks!

That is correct - properties which have been disabled, are not charged.  It is not necessary (and often not even possible) to delete them.

I understand the $4/mo per lock charge (note: you need to add this to the overall Pricing page).

I have parent/child listings where each child has a lock and, of course. the parent has all the "children".

I also have 2 scenarios where the same home is represented by 2 different listings (2 configurations). 

Before considering switching from RemoteLock I want to be sure that these will be handled correctly and will the billing change as a result? I have been through the docs and forum but didn't see this scenario discussed.

I have disabled a property and just need confirmation that I won't be charged for it. Or does the property have to be deleted to avoid being charged? 

Thanks,

Blake Hughes

Pilot's Perch

Hi there! My family is planning to host around 60-75 friends & family members at our property for the solar eclipse weekend in April and are trying to think of how to utilize Owner Rez to handle payment processing as plenty of folks will want to use credit cards. They'll be camping out with us on our land so it's not a single property booking, but we'd like to be able to communicate with folks in one place so Owner Rez seems like a no-brainer. Anyone have any thoughts on this?  Appreciate any you might be able to share!

In OwnerRez, discounts are used to decrease the amount of the stay.  If you want to increase the rate that would instead be a Surcharge.
Surcharge settings can be accessed in your account here:  https://app.ownerrez.com/settings/surcharges

You can in most cases accomplish what you mention.  

To do this you would create a surcharge with Booking Fields set to Number of Nights is Equal to 1.

The reason I say in most cases, is because Airbnb does not honor criteria such as number of nights in a surcharge.  You can read more about the caveats with Airbnb Surcharges settings here:  https://www.ownerrez.com/support/articles/channel-management-api-integrations-airbnb-rules-settings

Here is a quick video to show you how this would work for non-Airbnb bookings

How to Create a One Night Premium - Watch Video

Hope that was helpful!

Finally have my website up and running, and my friend tried to open up the site on her work laptop and the site is not secure enough to open. she thinks it may be because it is an “uncategorized site“. Is this something I have to go to the domain provider about and if so, what kind of information do I give them?

Yes I believe so, the channel rate tester should break down individual line items including discounts on the displayed charges table. But please do let us know if you find otherwise.

And I'd recommend always doublechecking either way via the Airbnb dashboard.

~Caleb

Is it possible to set up a length of stay PREMIUM on OwnerRez?  Going through the steps for applying a discount, it doesn't look like there's any option to make it a premium vs. a discount.  I want to set up a premium for one-night bookings, for example.

Hey James,

Have you considered configuring "portal branding" feature?  It's free, and it would allow you to give your owner a simple URL to remember using your own domain name like:

https://portal.windmillrentals.co.uk

To be clear, that URL does not work yet. I'm just showing you an example of what it COULD be.

You could then put a link to this on your website if you wanted, maybe down in the bottom footer area, where owners/housekeepers can go to click on it and not have to remember anything.

To do this, go to your Account button > Team Access > and look for the below.

Based on availability I'd like to send a notification so that we opt in/out of pest control treatment that day.

I'd like to check to see if a property is occupied or not on a specific date.    I find I can use the trigger tools and bookings to do anything around a single property but I can't figure out how to determine what's going on between 2 bookings.   In other words, if booking A checks out Monday and Booking B checks in Thursday I want to notify pest control to service.   But if Booking A checks out Tuesday I can't tell if Booking B also check in Tuesday.

Problem 2: Taking the scenario in step 1 a step further,  I'd like to find all properties available on Wednesday and prepare a single unified email to the pest control service saying Please service units A, C, D.  DO NOT service units B & E. 

Yep, that aligns with what I've heard, and that Vrbo legal, as you say, doesn't recognize or work with that.  :-/  However, hopefully later this year they'll have this sorted effectively.

Thanks Ken

Nothing more specific than above. I listed mine (without a vat number) a few years back but don't bother with them much in the UK. I had a client ask me about connecting to them and I said I'd take a closer look. That's when I found the thread.

So basically no guarantees because they don't take into account UK tax law.

FYI the law is that small businesses don't have to register for VAT until their turnover exceeds £85,000 a year. Most people actively try and stay under this as the price you charge will go up by 20% if you exceed it.

I see you are in the UK.  Yes, we have had issues with UK tax law, that we have no direct insight into or understanding of.  Some of our UK clients have been successful in establishing an API connection, and others not - the lack of a VAT number has indeed been given as a reason why the API connection was not possible.  Our current recommendation is to give it a try, it might or might not be allowed but doesn't hurt anything if it's rejected.

Even if you are unable to establish am API connection to Vrbo, it is still perfectly possible to use OwnerRez and Vrbo together, just a little bit more manual, by using iCal feeds and Channel Bridge.

We are working with Vrbo to make the international API connections smoother and more reliable, and significant improvements are expected later this year.

Otherwise, we're not aware of any particular open issues with our Vrbo API connection that aren't documented and longstanding (e.g. specific amenities that their UI offers but their API does not support).  Did you have any details of the concern that we can address specifically?

Was just reading a discussion thread about how several Channel managers are having problems with VRBO at the moment. Also a comment saying that you can’t go api without a VAT number.

Can anyone shed any light on this  and is OwnerRez all systems go with VRBO?

Is there a simple link to the owner portal?

I have an owner who is IT challenged and cannot find where to log into the owner portal. I have looked and the resend invite button has changed to password reset.

Is there just a link i can send them so they can put in their name and password?

Hi Rachel P!  I noticed your reply here which led to me finding your account and ticket conversations with helpdesk.  I just responded to you there too, but your website is good to go and live.  I explained more about what happened on that side.  We hear you super loudly on support.  It's kind of ironic - I just left a helpdesk meeting a few minutes ago where new processes are being implemented (last week and this week) to change things up.  Thanks for your patience. 🙏

I just sent an email, please take a look as soon as possible. You will also see the autofilled grace period statement contains grammatical errors that need to be addressed.

Hi Becca,

I've been hunting around trying to find the verbiage you're describing here, but I'm not coming across it. Could you send us some screenshots of the form you're seeing that wording on and send it to us in an email to help@ownerrez.com? We'll gladly take another look for you.

Can you edit the Grace Period in the Payment Form? The Grace Period shows up on both the Payment form and the Security Deposit form. See below for what is autofilled. This Grace Period statement isn't true for my business, so I want to change it. The phrase "Please contact us and let us know so that your booking isn't cancelled" doesn't make sense after explaining a due date, and then further explaining it is your responsibility to have the deposit by the due date.

"The security deposit for this booking is due by Aug 21, 2024.  If it is not received by then, your booking may be canceled.  If you think your security deposit may not get to us in time, please contact us and let us know so that your booking isn't canceled.  It it your responsibility to make sure that we have received security deposit by the due date which includes any time that it takes for the check to clear with our bank."

Normally, you should change the property in Airbnb.com and let that change sync to OwnerRez.

Hi Adria, thank you for responding!

I clicked on his booking here: 

https://app.ownerrez.com/bookings?view=list

Then clicked on "Change/Move" button in the middle of the nav bar here:

https://app.ownerrez.com/bookings/9650018

Which sends me here to Change Booking : https://app.ownerrez.com/bookings/9650018/edit  

Where I get the warning from last night: 

• Channel Calendar Linked
• This booking is managed by the _________________________ Airbnb channel so only check in/out time can be changed in OwnerRez.
• If you need to change dates or property, we recommend making any changes on the channel which will then automatically update the OwnerRez booking. Or you can unlink from the channel calendar and make the changes in OwnerRez, but they won't be reflected on the channel.

There is an "unlink from channel" button which I didn't notice last night because I clicked on the Airbnb link in the warning.

I clicked the button just now  and got a pop-up warning which bothers me because it says it can't be undone.  

• Are you sure you want to unlink this booking from the channel calendar?
• This action cannot be undone.
• Channel calendar linked (the current mode) means OwnerRez will automatically update calendar changes from the Airbnb channel for this booking.
• If you unlink the calendars, you'll be responsible for making any changes yourself. No other bookings will be affected.

So I guess I can go ahead and unlink, change the property in Ownerrez and then call Airbnb to change it on their end?  

If I unlink will that apartment's calendar be forever unlinked, or just this booking?