General Help and Questions

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Do you send this out as a separate email template or is it included in your rental agreement in Owner Rez? Thanks! Love the wording.

My hot tub waiver is part of the rental agreement but as separate page with a separate place for initials. 

Do you send this out as a separate email template or is it included in your rental agreement in Owner Rez? Thanks! Love the wording.

Hi,

If you're still having difficulties with this issue please email our helpdesk at Help@OwnerRez.com

~Caleb

If any activity ever occurred- bookings, inquiries, quotes, OwnerRez recommends disabling, not deleting that property.

You'd need to have no future bookings, including blocks, on the system to disable. 

I need to remove my listing that i no longer have active bit its telling me I can’t 

I wanted to check if any of you have used the system called Key data. In case you have, I have the following questions:

1. Is it true that the integration can be done quickly (about 30 min)?
2. Do you think KeyData system adds value or not?      Thanks

I changed my website domain. My whole website is on the new domain and working, but when I go to verify the email domain, I get this error. It doesn't move forward to the next step of giving me the TXT and CNAME credentials. Any ideas why?

I think there's a misunderstanding here - by virtue of the fact that you have configured a PayPal account, you do accept credit cards.  This cannot be changed, because it's offered by PayPal.

OwnerRez knows that you don't have a separate credit card payment processor, and that's fine - the guest will be passed through to PayPal to pay using their credit card, or to log in to their own PayPal account and pay using PayPal funds if they prefer.  In either case, that is handled directly by PayPal.

There's no option to remove the mention of credit cards or their icons, because they are inherently accepted via PayPal.

Hi, I will not be accepting credit cards directly from your site. If a guest chooses to fund their paypal payment with a credit card, that is their business and has nothing to do with the payment types I accept here. 

How do I change the verbiage to remove mention of credit cards and remove the icons?

Thank you,

David

Hi Shelly,

Since you accept Paypal, you do accept credit cards - that's one of the functions that PayPal does, though we do recommend using a regular payment processor in addition to PayPal:

https://www.ownerrez.com/support/articles/paypal-versus-credit-card-processing 

Hi Catharine:

You can create a new mid-term rental agreement, either a template with field codes for many of them, or a one off special agreement for one guest.

You'd also want to review your messaging when creating the booking. If you are planning to pursue mid term rentals, you could create different templates and triggers for mid versus short term rentals.

Hi,

I only accept Paypal and the Booking Form says that I accept credit cards and paypal. How do I edit the booking form to remove the credit card verbage and icons?

Have you seen this support article yet: https://www.ownerrez.com/support/articles/hosted-websites-redirect-back-your-website-after-booking

I'm having my first time mid term guest arrive next year and the contract I got from OR is intended for short term guests, especially the wording about payments. I want to know if there's a way to have two different contracts (short term and mid term). Or if I can edit the contract I'm using.

Question: Now that we get Native AirBNB & VRBO messaging from OR, what do y'all do with the redundant ones that come from AirBNB & VRBO?

Email filters to auto-delete?  How can I be sure OR gives me EVERY message from VRBO?  What about non-booking-related emails from VRBO, such as account-related issues?

Message from OR

Message from VRBO

Hi Jim,

I went ahead and sent you an email from our helpdesk system with some additional information. Hope you're doing well!

Is there a way to redirect the guest to a custom URL after they sign the legal agreement? 

Thanks!

Carole

Hi, Sonia!

I took a look at your Vrbo listings, and they do appear to be cutting off through the middle of the second line under each photo, and not displaying in full.

That is very odd! It does not appear to be truncating the text, as one would expect if there were character limits. The display itself is just...not ideal.

What I would recommend here is to reach out to Vrbo IPM support directly. There seems to be some formatting concern with the photo display that needs adjusting.

They can be reached via email at pm-support@vrbo.com, or you can also try calling them at 877-239-2592. Their hours of availability are 9a-5p M-F CST.

Ryan is fully booked and not taking new clients.....

I was thinking this would add value to your current customer base. Yes, we can go elsewhere and get an integration with OR but that means we have to setup and manage another account outside of OR. I think it would be nice to have it built in would be nice feature to have as well as bring potential new customers to OR from those searching for online guidebooks. 

I have put photo descriptions into OR for each picture.  All the captions show perfectly in Airbnb. However, VRBO, cuts them off.  Is there a setting that I am missing?

Thank you, seems reasonable that is it... the math works, anyway, and I'd rather be paying $12 than that $80 CC fee :p 

Is this because the reservation shows a -$80.38 because the credit card fee is being expensed?  

That would be my guess.  For further investigation, please write in to the Helpdesk with the ORB booking number so we can confirm my theory.

OwnerRez already integrates with quite a few other third-party guestbook systems:

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

Seems that since the competition (Hostfully) has a guidebook integrated in their channel manager service, then will ownerrez also try to develop and offer a guidebook as part of their PM service? I also use hostfully for my guidebooks currently as I believe it is the better digital guidebook offering out there right now. However, I would love to see ownerrez add its own guidebook to the PM service. It would be a win for your customer base and help you level up to the competition. 

For specifics it may be best to email in to our helpdesk at Help@OwnerReservations.com

Where are you placing those restrictions exactly in OwnerRez? And are you going back to that page after setting them and noticing they're outright gone? or are they just not taking effect?

There's no option for this built in (yet), but you could probably do something with Zapier!

Our HOA changes the gate code every month in our unit and I was wondering if there's a way to create a custom field where the value is a function of a lookup table. Has anybody done anything to address that?

Hi Rachel!

Vrbo onboards all new API connections on a Pay Per Booking plan. If you were on an annual subscription plan prior to connecting, it seems that often, the system is smart and properties that previously were on subscription will be grandfathered back in to that. It that doesn't happen, you can reach out to Vrbo IPM support to request that you be placed back on that annual subscription.

If you create a booking in OwnerRez and allocate Vrbo as the listing source, but the guest did not step through the Vrbo checkout flow directly on platform, you will be charged a 10% booking fee for that booking. So, basically, don't do that normally, and if you do, make sure to adjust the charges so the guest is paying you more to cover that. Vrbo guests must book through the checkout flow in Vrbo in order for Vrbo to collect their channel fees from the guest. That is also how Vrbo grabs the card data to pass to OR via the API.

Payments for Vrbo bookings are allowed to be collected through OwnerRez when you are API connected, and processed via your payment processor. That being said, the Vrbo guest does need to initially enter their payment information on Vrbo's platform so that Vrbo can collect those channel fees from the guest. If you require a second payment on your bookings, OwnerRez will automatically charge the card on file on the due date, as long as your settings are configured to do so. Vrbo has already taken their cut when the guest entered their card for the first payment.

Hi!

I'm running owner statements and there is an instance where a booking was made, then immediately canceled and fully refunded.  However, OR is showing that there is a *negative* PM fee, so on the owner statement I am actually paying the owner a small commission for this canceled booking!  What the heck?  Is this because the reservation shows a -$80.38 because the credit card fee is being expensed?