General Help and Questions

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Hi

For the first time I've got a problem with the credit card info on Booking.com. A booking came in today and the guest has followed it up with a message. "There is an error on the security deposit submission. All my details are correct and have been validated twice in my banking app." Under card in the booking info I see "Card Status Card received, but authorization failed". Normally I would just give them a call tomorrow to sort it out but I also got this message today from booking.com.

"Maintenance to our Finance System

Dear Partner,

We’re writing to inform you that we're performing maintenance to our finance system on 1 - 11 July 2023, as part of our ongoing efforts to enhance the products and services we provide you. During this period some of our financial services will be impacted."

Is this just a coincidence or has this cased the API to have a wobble? Anyone else seen this?

Thanks

Yep, Vrbo completely changed their property display... right before the holiday weekend.  :-/  We'll be working to fix the import system ASAP.

Please write in to the Helpdesk with specific examples and screenshots, so we can investigate.  There are many possible reasons for this, such as Spot Rates or using a dynamic pricing system.

Hello! Thanks for the assist if you can.  New user, just getting set up, beginning with listing import from VRBO, getting the error ""couldn't find listing data marker"

Here is the URL I'm entering: https://www.vrbo.com/4779375ha

What should I do?   

Hi James!

If you're sending the {BUFIXUP} via a channel template, as well as an email template, the guest can click on the link in each correspondence. That typically wouldn't allow for them to submit two Agreements, though. Usually the link will tell the guest that it's already been completed.

Feel free to write to us at the helpdesk (help@ownerreservations.com) with the ORB# of the booking if you'd like for us to take a closer look!

I wanted to follow up and see if this issue had been resolved yet? We are having a similar issue with our VRBO calendar showing conflicts.

I have gone into rates and changed weekdays to one price, and weekends to another and don't see it apply to the rate calendar. I also have the rate calendar telling me that the minimum booked nights is 3, when the rules have it at 2.  The calendar also notes that both the rates and the nights are "custom", but I looked everywhere for where that may have been set up and find nothing.

This could be entirely random but today I have a guest sign and submit the legal agreement twice? Identical agreement, identical responses 4 minutes apart.

First time I have seen this happen? Wondered if it was a bug or if I have messed up my settings?

Any ideas?

Hi, everyone!
 
OwnerRez can't set multiple payments up for you automatically. However, you can schedule them yourself, manually.
 
Here's how to go about that - https://www.ownerrez.com/support/articles/multiple-payments

Doesn't look like it, as they haven't replied...  :(

This is a 2020 post.  It is now 2023. Has OwnerRez been updated to offer more than 2 payments?  Three would be great.  I am hoping this update was made as part of the updates driving the price increases.

Hi Pat,

If you navigate via Settings > Hosted Website > Website in Question > Home > Change settings for Availability/Property Search Widget. You'll find several options for how those rates are displayed.

If you'd like to remove those rates, you can simply select Hide Rates.

As an additional note, the aforementioned change settings option is only present if under the "Body" tab of the home page The property index field is set correctly, see below for an example of that.

I have a multi-property website. On the main page of the website what the website shows as my rate per night for each property is the highest nightly rate over the next 12 months. I'm afraid that will scare people off, especially in the off season when rates are about 1/3 of those rates. Is there any way to get rid of that?

The devs agree with you, so, it shall be done.

We have to reset your Hosted Website to the multiple-property format - just write in to the Helpdesk and we can take care of this for you.

When I first set up our OwnerRez website we had only one property. But now I'm in the process of adding a separate property. Is there a way to add that property to my website or do I need to go back and start from scratch and set up a site for multiple properties?

Understood, but the lack of an alt tag (even a blank one) is being flagged as a potential spam signal, so wouldn't it be best to just add the tag?

It's a single pixel for tracking - there's nothing visible for anyone to see, blind or otherwise.

Ken - Thanks for these tips. I've been working through the list and when using https://www.mail-tester.com/ the review is flagging the following error:

I believe this is associated with a tracking pixel or something that OwnerRez is inserting into the email dynamically. Is that right? If so, can your Eng team please add the "alt" tag to clear this up and improve deliverability?

Cheers, Devin

Yes, this is scheduled for later this year.

As of the release earlier this week, Vrbo will no longer know about optional surcharges added to the booking after the guest books. We worked with Vrbo to make sure this would work since the payment total may not match the charge total. It's now set it to ignore "other surcharges" or where the surcharge mode is automatic. So, PPB commission fees should not be factoring in any such surcharges any longer.

Hi,

Just looking for a status on this topic.  Thanks!

Greg

The most likely reason is, that button's configuration is botched in your header menu settings, and it's not pointing at the Book Now page.  I'd suggest looking into that:

https://www.ownerrez.com/support/articles/hosted-websites-editing-headers-and-menus#site-menu 

If you can't sort it out that way, write in to the Helpdesk with specifics, and we'll take a look.

Hello 

Ive been struggling for a little wile trying to fix this I'm assuming I probably set it up wrong some how . 

so , I have two hosted web sites ,one for each of the two property I manage. the book now feature dose not work on one of them. The button dose not do any thing when I click on it, just stays on the landing page.  I have them both hosted with go daddy with the same setting as for as I can tell .but one just do not seem to work. I checked through the forms and help but could not find anything . thank you in advance for any help or suggestions .

When you say, "did what I said" do you mean you disconnected the API? Perhaps it would be helpful if you could write in to Help@OwnerReservations.com & we can check your account?

You can view this by going to your calendar (on Airbnb.com) and if you have multiple properties, you'd click into that listing & check for this option on the far right tools area:

Click into the Promotion:

 

 

 

Did you do the early opt-in to the Summer 2023 release? If so, you won't see any of the above, you'll see:
In that case, if you need to edit custom promos, you'd want to go to your Airbnb API, disconnect the property in question from the API. Make your edits on Airbnb.com & reconnect the API.

 

 

Thank you, I did the summer release and did what you said 3 hours ago and it hasn’t changed yet. Does it take time or did that not work? 

You can view this by going to your calendar (on Airbnb.com) and if you have multiple properties, you'd click into that listing & check for this option on the far right tools area:

Click into the Promotion:

Did you do the early opt-in to the Summer 2023 release? If so, you won't see any of the above, you'll see:
In that case, if you need to edit custom promos, you'd want to go to your Airbnb API, disconnect the property in question from the API. Make your edits on Airbnb.com & reconnect the API.

This is happening to me using same stack as Julie. How do I turn off custom promotions with Airbnb? All my discounts say "not set" in airbnb and I don't see where to turn promotions off. I have made several attempts to fix through airbnb and they don't know.

Hi Julie:

This is a frequent question. It's a little startling when you see it happen.

When you activate custom promos on Airbnb, that stops the rates sync from OwnerRez. As long as that custom promo is in place, the PriceLabs changes will not update. When Airbnb displays that "base rate" for your promo, they are taking the rate from the median of the prior 60 days pricing. What is slick about that is you can often take advantage of any potential algorithm bump using the Airbnb promo and be offering a rate in the range of the nightly rate PriceLabs had been recently sending.

If you click on the "some prices changed" link in your last image, you'll see this info

Hey all!

I've been working on pricing today and noticed that AirBNB is displaying a higher price than I have set up.

My stack is PriceLabs > OwnerRez > AirBNB

There is NO rate adjustment set for AirBNB

There are NO surcharges that apply to this property aside from the cleaning fee, which is its own line item.  

This seems to ONLY be happening on dates where I have an AirBNB promotion set (there's other discrepancies, but not major ones).  Thoughts??

ETA: I just deleted the promotion and it actually went to the $149 that PriceLabs shows. It must be some glitch with AirBNB... it makes the base price HIGHER when I turn on a promotion?? Absolutely bizarre. I can assign a 22% discount to get the displayed price back to $149.  But only on some listings, apparently; I encounter this issue on some listings but not all of them.