General Help and Questions

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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?  

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