General Help and Questions

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Good Morning Everyone,

I am having an issue with VRBO API and VRBO New Listing Discount.

On the VRBO side Payment Schedule my guest and myself see that the 20% Discount is being processed as an Extra Charge.

On the OwnerRez Side it shows properly as a Discount
I contacted VRBO API support and they stated it is not them and the way OwnerRez is processing the payment even though the Guest has booked through VRBO.
Has anyone else seen this?. BTW it is also happening to another VRBO Guest that I have as well.

Thanks in advance.

Jon

Can anyone explain how Owner Rez an VRBO work in regards to fees w VRBO? What does it mean when VRBO states:

“If you use a property management software to manage your listings, you are charged a 5% booking fee for bookings made through our family of sites.  “(I think I get this. It’s the typical fee they are charging owners if you do t have a subscription).

The part I don’t understand is:  “If you source the reservation to our sites,  and the reservation was not booked through our checkout flow, you will be charged a 10% booking fee.” What does this mean? 

Lastly, is payment for a VRBO booking allowed to be collected through Owner Rez instead of VRBO collecting it? Is it better to do it this way? 

thank you! 

I opened a ticket with OwnerRez. Booking.com said I need to push the final payment request manually. 

Booking.com's payment system is vastly more complex with far more possible options, depending on your location, length in business, and many other factors.  You should speak with Booking,com tech support about the details and options available, and if necessary, reach out to our Helpdesk for assistance in getting the most satisfactory available configuration.  Note that this may take time, and potentially some trial-and-error.

Challenged with the booking.com platform. Does anyone know if booking.com's final payment works the same way as AirBnB (i.e. its released the day the guest arrives)?

I had to subscribe to pricelabs today to override the daily rate of $340 that was set to everyday of the year somehow but thanks anyway just trying to explain the best  i know how

It looks like your APIs are connected properly, but, you are using PriceLabs.  PriceLabs pushes in dynamically changing nightly rates, which override whatever else might be configured in OwnerRez. So, that is where you would want to make changes to your rate settings, which would then be passed in to OwnerRez and onward to Airbnb and Vrbo via the API connections.

If you continue to have difficulties, please write in to the Helpdesk with specific examples and screenshots of where things appear to be working incorrectly.

Hi,

I'm not fully sure I understand the context of what system or part of OwnerRez you're referring to by "Commission Detail", for an accurate response I'd recommend emailing our helpdesk at Help@OwnerReservations.com with screenshots and examples of what you're seeing that you'd like to correct.

That aside the majority of a cleaning fees PM related settings would be handled within its individual configuration page found via Settings > Surcharges > Fee in Question, there are some additional settings related to host fees and payment processing fees that can be found under owner settings via PM > Owners > Owner In Question > Change > Settings

We have a helpful blurb on the aforementioned owner settings you can read through here: https://www.ownerrez.com/support/articles/property-management-common-issues-questions#channel-expense-commission

~Caleb

i lower my rates on ownerrez and it shows on vrbo 

new rates.but Airbnb has not change and base rate stuck at $340 for everyday the rest of the year

and ii went to airbnb and they say for you to update  rates  here on  ownerrez

I'm glad to hear that OR is pursuing an integration with Google Travel. That's gonna be huge.

I'm just learning to do this. When I do a sync the rates from Pricelabs, the restrictions I place on specific dates on my rates calendar seem to vanish. Do I have something set incorrectly? 

Airbnb fixed the Custom Promotions for API connected hosts!

If you run into any issues, take a video (Loom is a free option) of your attempts on Airbnb & send it to Help@OwnerReservations.com so we can submit that on our Airbnb bug ticket.

NOTE: There is a repeated pop up warning you access is limited, you just keep closing those

Yes, this is planned - see this forum post:

https://www.ownerrez.com/forums/requests/webapp-notifications-on-apple 

Is there going to be a notification feature for SMS messages that come in? A badge, alert or text is necessary, when time is of the essence. We are constantly checking the OR inbox while guests are staying, just so I don't miss something. Forwarding to Email isn't cutting it. Because email is used for other reasons. Maybe this a completely different feature. But along the same lines.

How do I get the cleaning fee to show up on the Commission Detail so it doesn't look like I am shorting the owner:

These are my current settings:

Amount
PM gets the entire amount

Category
Cleaning

Description
Cleaning Fee-studio

Owner Visibility
Show as reimbursed expense on statement

PM Account
Paid from escrow (won't be reimbursed on PM statement)

Date To Use

Arrival 

Commission Property Management
Rate
No commission

Super helpful, yes, I see that "Brand approved" message. Ticket submitted. Thanks Joel for the quick turnaround. 

If you navigate to Settings > SMS Numbers you should see this:

If you already have an approved brand and you are still getting this error, reach out to us, and we can open a ticket with our SMS partner to find out why. 

Got it. That makes sense. How can I tell if my SMS Brand has been approved or not? In OwnerRez I navigated using the provided link and everything looks populated as expected. 

The Telecoms are ramping up message blocking for unbranded messages through July and August. They're not blocking 100% yet, but will be soon. That's why we are encouraging all our users to register their brands now before the full block goes into effect.

Will submit a ticket since my SMS messages are going through for all the other bookings except for this one which makes it sound like this would not be an SMS Brand issue. 

Error code 30035 means that your message was blocked due to having no approved SMS brand. Make sure you have submitted your brand details here: https://app.ownerrez.com/settings/phonenumbers/brand. 

If you have already submitted your brand and it was rejected, reach out to our help desk (help@ownerreservations.com) and we can assist further. If you have a pending brand, you simply need to wait for that to be approved.

When an SMS message fails to send with error code 30035 what does this mean?

Most likely, that payment has not yet cleared the processor and cannot be refunded - it should instead be voided. This is better anyway since it'll save you the transactions fees.

Otherwise, please write in to the Helpdesk with the booking number so we can take a look.

Hello. Guest was given a small discount when booking through VRBO. (They booked last night). This morning, when I went to issue the refund, I'm getting this error: "The referenced transaction does not meet the criteria for issuing a credit." I've issued refunds in this situation before, but have not had an issue. Am I getting this error, because they just booked and I need to wait a little more time before I issue the refund? 

Thank you. 

oddly enough, it looks like the trigger just fired. 

i wonder if this has anything to do with a bug in hospitable? i was testing hospitable prior to ownerrez and had set up a few scheduled message. one was similar to the one i posted about (three days before check-in). however, i deleted my airbnb connection in hospitable when i decided to go with ownerrez. i thought ownerrez was firing properly with my last couple of reservations but just realized today those messages were actually coming from hospitable (even though i had disconnected airbnb from it and couldn't even access the scheduled messages section). 

as soon as i disabled those scheduled messages, it appears to have unblocked ownerrez and allowed it to send scheduled messages. 

curious if this is the reason? if it is, why was the hospitable message sent but not the ownerrez version? and is there a way to send a notification if a trigger doesn't send for an unknown reason? 

I set up a channel trigger to send a message three days before check-in, and it doesn't appear to be working for my last couple of Airbnb guests. I've double checked everything and it all appears to be set up correctly. (I just recently started using OwnerRez so it's never worked before.)

I have a channel template created and the trigger is enabled with the channel template selected. 

All the options are pretty much default so it's not doing anything fancy, but I don't know why it's not working. 

Hi Dan,

(1). Generally for a Surcharge or discount to have commission applied you would need to navigate to that specific items configuration page and ensure that the commission setting is set to match 

If that setting is already set and a booking isn't matching, the most common reason is that the booking came in prior to that setting being configured, to correct this running the batch update tool should do the drink. That tool can be ran via PM > Batch Update > Batch Update Bookings for Commission or by following this link - https://app.ownerrez.com/management/batch/commission

You'll want to make sure the third option for the top section is selected. If this still doesn't correct it, go ahead and email us at Help@OwnerReservations.com and provide the booking number of the reservation with this issue, there are a few other minor reasons that may not have a commission applied we can look into.

(2). In the future we have plans to introduce automatic expensing, but at this point in time there wouldn't be any means I can think of to set this up, the community may have some creative workarounds. I also don't believe surcharges would work for this at this point in time.

~Caleb

Please write in to the Helpdesk with specific examples of bookings where this occurred, so we can investigate and determine the cause.

Yes yes yes pleeeaaasse

Yes, this can be done using our open API:

https://www.ownerrez.com/support/articles/api-overview

https://api.ownerrez.com/help/v2/Api/POST-v2-guests