General Help and Questions

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Hi Adria, thank you for this detailed response. I'm not sure how I'd manage this in Wheelhouse though. 

As of right now, I'm forced to set the minimum stay in Wheelhouse to 30 days. Otherwise, Airbnb will not accept pricing data. Because of this, I believe I would need to set up two Wheelhouse instances - one for Airbnb and the other for the OR/Direct booking website.

I would love to be able to use the API connection to Airbnb though. Do you know how I would do this so that:

- Content (photos, descriptions, etc.) from Airbnb are always synced to the Direct Booking site.

- I do not have to adhere to the 30-day minimum stay in the Direct Booking site?

Hi there, I imported all of my reviews from 2 separate Airbnb listings.

These all imported with 2 distinct Listing Site Property IDs (great), but only one OwnerRez Property ID.

I only have a direct booking site for listing A at the moment and only want to show the reviews from listing A. I don't see a way to bulk update the OR property ID by filtering on the Listing Site Property ID. I exported them to a CSV thinking I could massage the CSV and re-import, but the CSV doesn't include the Listing Site Property ID field.

Thank you in advance for your help!

Just for me to understand the terminology, what is considered "messaging" when you take into account the following screenshot from booking.com owner side ?

This is an OR template I'm using, triggered when a new booking is created. As you can see, OR is using the template to send a "message" to the BDC user. This is my confusion: I assumed the fact that OR sent that template means the messaging API implementation is already done on OR (and BDC?) and what is missing is just a place in OR for me to read/write messages from/to BDC users.

Based on what you just said, it sounds that's wrong, and what you meant by "messaging" is something different (different API that is not fully implemented in OR maybe?)

Thank you both. I got it sorted.

The Booking.com API does not yet support messaging; however, that is changing. Booking.com (BDC) is releasing a series of API upgrades over the next 6-9 months. OwnerRez will write to each upgraded option as it is made available. Messaging is the first and it is actually under development now.

Why isn't booking.com communication (messages sent using the API integration) showing on this screen? 

For example, the above is from a booking.com guest. I can see automatic messages sent to this guest when I look at booking.com website for hosts (I believe they call it the extranet...welcome to the 90s, I guess) or their pulse iOS app (booking.com for hosts) but I can't find the messages (or response to messages) anywhere in OR

Is this a missing feature?

Thank you. I knew I should be able to see the photos someplace.

ownerrez.com>properties.( se3ect property to edit)> photos>Change Then you can delete or re-order,

Thank you. That was the issue. 

You'd want to, on OwnerRez.com, go to Properties > Photos> Change and remove the photo from OwnerRez.

When using dynamic pricing, that would normally sync to the OwnerRez Rates calendar in the form of "spot rates." (Settings> Rates) Essentially spot rates/rules are the ultimate arbiter of pricing and rules. You can set your pricing, set your minimum nights, etc., in various places, and spot rates is the final word.

Dynamic pricing like Wheelhouse, PriceLabs, etc., when setup, will sync at least daily to OwnerRez. The rules, like minimum nights can be a bit more complex such that we suggest you set those in the dynamic pricing software and sync to OwnerRez so you are clear where to make those edits.

However, if you are not API connected to a channel, the info from that rates calendar is not going to sync automatically.

Is there a reason not to sync? Airbnb's minimum nights requirement, for Airbnb bookings in your jurisdiction, would not affect your direct site or any other channel.  If you elect not to API connect to Airbnb then you would need to sync directly from Wheelhouse to Airbnb, as well as to OwnerRez for any API channels and your direct book site.

The amount chosen for the hold varies by region and property. The default is $300, though we see some hosts charging $700-$1000. It really depends on your market.

Inside each booking transaction, your security deposit has an option to release or collect. When you collect a portion of the security deposit, the remainder is refunded.

This article has more details:

https://www.ownerrez.com/support/articles/security-deposit-holds

The first thing to check is whether the reviews are set as hidden or shown here:

https://app.ownerrez.com/reviews

The default is hidden, you may simply need to click to "show" them, for example here:

Hi there, I'm brand new to OR but an experienced Airbnb host.

I'm curious to know how you handle security deposits. What's a reasonable amount to hold? Also, where in OR does one control whether it's released or not if there are damages?

I created the website before using the bridge to import my reviews from VRBO and Airbnb.

 The reviews are not showing on my hosted site. 

 Am I going to have to delete the hosted site and re create it before the reviews show up?

Hi there, I am a new OR user.

In the past I've used Wheelhouse and Airbnb, and set minimum stay settings in Wheelhouse exclusively.

Is it possible to do the same with Wheelhouse and the OwnerRez direct booking website? Or should I rely solely on OR.

For context, I likely will not use the API integration with Airbnb, but I'm still evaluating. Airbnb is requiring/enforcing a 30-day minimum stay in my jurisdiction, and I want to accept <30 day stays through my direct booking website.

Thank you!

I had a photo on airbnb that looked like crap viewed at full PC screen. I deleted it from the ABNB listing and tried refreshing  to get it off the OR hosted site- No good. I even tried re importing from ABNB - No good.

 How do I remove the offending photo?

Hi James,

We strongly recommend disabling properties in OwnerRez, but not deleting. Disabling means that you'll no longer incur a monthly fee for that listing, but it still exists in the background should you ever need to recall it for anything, such as reporting purposes.

In some cases, it may not be possible to delete a property entirely from the system.

For all intents and purposes, disabling will accomplish what you're after here.

Be sure that the property has been de-listed from the channels as well! Severing the API connection in OR doesn't mean that the property has been de-listed directly on platform.

https://www.ownerrez.com/support/articles/properties-disable-reenable-property

https://www.ownerrez.com/support/articles/properties-disable-reenable-property#api

Here are the basic steps provided in the support section: https://www.ownerrez.com/support/articles/properties-disable-reenable-property

Hi There

I want to know how to disable/delete a property.

I was managing one for someone but we have parted ways. I've disconnected the API so they now have full control back but when I went to delete at my end I cannot find how to.

Any help gratefully received.

James

Spot rates are the ultimate arbiter of rates/arrival/departure/minimums. Any time you have a question, look there. The pop-up tells you the source.
I know, personally, very well how tricky it is with PriceLabs and customizations, ick!

Ugh that is exactly what happened.  There's a spot rate for those dates leading into Thanksgiving.  That sucks.  But thank you for the quick and accurate answer!

I'd check your spot rates. Do you use dynamic pricing? If so, PriceLabs has many customizations that can result in them syncing arrival/departure rules.

Settings> Rates> hover over the date and see what the pop up shows as a source. If it says "custom rule" then that is spot rates, usually dynamic pricing.

Anybody have any idea how I managed to get both a check-out and a check-in on Thanksgiving day in violation of my rule set?  I'm in deep doodoo now

Am I missing an update to this topic?  Looking for instructional info regarding ideal photo size (pixel) as well as ideal image file size (page loading performance).

We are using Jotforms.  I know users have been requesting an owner contract option for more than 4 years now, I wonder if there is any progress?

Can anyone tell me when the 'house manual' is sent to the guest? Is that a trigger I need to set up or will it automatically go out? I already have the arrival day email set up but that doesn't include the 'house manual' as far as I can tell.

Thank you, this was helpful information.  I was wondering the same thing.

Unfortunately no.  The Format of a custom field is the one item about it that is not editable.  This is covered in the Custom Fields support doc here:
https://www.ownerrez.com/support/articles/custom-fields#field-defs

Note: once you save your custom field, you won't be able to change the format. You can edit anything else about a custom field, just not the type. If you decide you need a different format, you can just create another custom field and choose a different format.

Hope that helps!

Is it possible to change the custom field format type after making the custom field? Like changing from Plain Text to Rich Text or vice versa after the custom field has been made, or do you have to make a whole new custom field?

Hi Pam,

If you hover your mouse over any specific day on the calendar, it will provide a source for any of the rules or rates for that day.

Usually it'll also advise what season that day pulls its rate from. In your case It sounds like the property rules are being used for the minimum night and a different season than the one you're expecting is being used for the rate.

If you're still having trouble sorting this out, please reach out to our helpdesk and we can talk specifics regarding your acount.

~Caleb