General Help and Questions

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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

So the only way to get alerts if Airbnb is linked through api is through email correct? I have 8 properties and people need things and answers right away. I get so many emails especially when sleeping. I would def miss things esp late at night if it’s only through email. Is there any other way?

Browser Push Notifications are currently in R&D (research & development). So that will help!

For now, if Airbnb specifically, you can stay logged into the Airbnb app on your phone to receive push notifications. The same applies for Vrbo using the Vrbo Owner app.

I'm just implementing OR and want to add that I'd love some kind of push notifications and/or badges for OR, especially in the progressive web app. This is the way I think most hosts and guests who use Airbnb and VRBO are used to being alerted to reservation requests and guest questions. Having a unified inbox on OR isn't super helpful if I need to keep VRBO and Airbnb apps installed for alerting purposes. 

Ordinarily no, though I believe there can be if your account is not based in North America.

Here's a bit more information:

https://www.ownerrez.com/support/articles/channel-management-api-integrations-airbnb-common-issues-questions#super-strict-error 

Hi Fabien

i use super strict myself, no other affects are associated with that selection. Never hurts to check!

Thank you Adria!

Just to triple check, there's nothing that gets affected by choosing a strict cancelation policy, other than aspects related to such policy?

As noted above, I'm afraid this is a misunderstanding - OwnerRez already does automatically sync as fast as the channels support.  This does indeed take some time, with some channels more than others, and at some times of the day longer than others depending on whatever else the channels' servers may be up to.  Unfortunately, in some cases this may indeed mean that guests can book on old rates.

Manually requesting a sync is never helpful and always slows things down.

The manual sync option is there for debugging and error situations where something gets stuck, and it's very useful in those cases, but in normal operations should never be used.

When you are API connected, the cancellation policy dropdown in the Settings> API> Airbnb> Change includes the options Super Strict 30 & 60. There is no connection to the one fee 15% pricing model when selecting super strict API cancellation policies.

I agree.  After updating rates on 48 properties for a just-announced concert in the area, I have to sync quickly.   It is a pain to have to sync each one individually.

  A full triger sync for all properties option would be very helpful. 

Hello, I just had a few consecutive cancelations which really messed up our calendars and after Airbnb revisiting their strict to make it a lot less strict, I realized that as a host I am not protected enough.

Airbnb says that for "software connected hosts" the (super) stricter policies are available. Would activating this option start shifting the service fee to me as a host (paying the 15% or whatever it is, instead of the regular 3%), or is this unrelated?

Thank you!

Hi Steve,

If a booking is showing on the statement but the remittance column is zero that indicates that theirs likely no proper payment info.

The system uses this formula to calculate the "can remit"  field, which is then used for remittance: "Lesser of Owner Amount x Guest Paid % or In Period %". So if a guest paid nothing, or there's no transactions on a booking the system will input a 0% for guest paid. If you're using a custom statement view the "Can remit" and "guest paid" columns may not be visible, I'd recommend previewing a statement with the "Full view" for troubleshooting purposes.

If you still have concerns or questions over that please feel free to email our helpdesk and a colleague or myself will take a look at the specifics of your account.

~Caleb

Hi Kathleen,

I'm having a similar issue as you.  The only bookings showing a $ amount in the "remitting now" column are my direct bookings.  Do you know how to get them to show up for Airbnb and VRBO?

I have a property that someone was able to book check in on 12/24 and check out 12/26 for a 2 night stay on VRBO. I thought I set OR to have a minimum 4 night setting for Christmas. I am OR integrated to VRBO and use PriceLabs (PL).

• I verified that I have no minimum night setting in PL under Customizations and no minimum night setting for the PL seasons.
• In OR, my property is defaulted to 2 nights min, but I have a season for Christmas created with 4 night min. 

Below is what I see in OR. What did I do wrong that allowed a guest to book only 2 nights, not my minimum of 4 nights?

This is my season setting that says dates of 12/24 and 12/25 need a 4 night stay:

My Rates calendar shows that the dates set in my season only require a 2 night stay: