General Help and Questions

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Hi Bernard,

You are correct that the view count corresponds to the widget loading. The difference in widget views and page views could be due to cross-domain tracking settings of some visitors' browsers.

To determine search widget usage, you would want to compare the search widget views with the Search / SearchPage events. To compare which property pages are visited, you can look at the views on those specific widgets. Our Analytics Tracking support article covers the types of events tracked on different widgets, in case there are other visitor behaviors you want to monitor:
https://www.ownerrez.com/support/articles/analytics-tracking#ga-events

Hi bigDeeOT,

Ryan's workaround posted late last month is the workable solution right now. The timeline previously mentioned by other OR Team Members was delayed in lieu of other Messaging roadmap items. The first of which is Inquiry Triggers, which is pretty close to release. Please write to help@ownerrez.com if you need help setting up what you're trying to accomplish.

Yes! Thank you. 

I got it a little wrong at first.  For anyone following, here are the exact steps.

1. Click Properties

2. Choose your property

3. On the left menu, select "General Info" (if not already selected)

4. Click "Change" to edit the property

5. "Calendar Color" is the 6th option in the initial block, right after "Property URL"

Hi Jake & Andrea,

We're looking at doing some direct integrations in the future to help with Thermostats (and more locks) and it might be able to help with Security/Access systems. We don't know what that truly looks like yet or any ETA, but it's something we're planning toward. Don't know about the possibilities with ADT or anything but wanted to answer your post with something at least.

Is there a way to make the icons smaller that show up automatically in the footer of every email? If I receive an email that was sent from my templates, the icons are oversized and look a bit unprofessional. It would even help if the text would be centered vertically with the icon and some space between it.

Great, thanks!  We'll take a look.  We do know that there are occasions in which Booking.com does not send us the guest email address - I think Agoda bookings may be one of those, though we don't get very many of those and so I'm not 100% confident.  Having a specific example from you will really help us to investigate and document the behavior, as well as perhaps to improve it while we're working on the Booking.com API overall.

I was going to post the same question.  I'd suggest one enhancement to the response you have received.  Disabling a trigger is fine but I'm a bit OCD and don't like even inactive triggers confusing my options.  It turns out you can "recycle" the trigger.   Change the associated template associated with the trigger and change the criteria.  Voila 

Scott,

I've read and understand your frustrations with the delay in support times.  Reading the second response from Ken T. saying that your issue is not with OR but with your domain is fair BUT it sure would be nice if users could be informed of such things promptly.  I abused support when I was onboarding asking for lots of support.  Then as all experienced hosts should, am trying to make use of the forums now.  One thing I make a habit of is trying to respond to 2 posts for every 1 question I post.  I'd suggest that all users attempt to do the same so that OwnerRez can address other issues.

OwnerRez/Ken - There are several posts out there that have had 0 responses.  You should recognize that owners are reducing the email load to customer service by posting to forums.  As such, I'd recommend that if no one has responded after a minimum time frame you read and comment.  

Hi Uncard_Wonder

I bet you are trying to make the change through the bookings.  If you were able to change the ribbon it would only be for that particular booking.  The solution is going to the Properties and changing the ribbon for the property.  

One way to get this done is to click <Booking> On left side click the property you are interested in changing <Property1>  The 6th field down is called <calendar color>   

Remote lock APIs are great.  Be careful before using any as only a limited amount of equipment is supported.  I have Yale locks that have Ezlo zwave modules.  Unfortunately, while RemoteLocks supported the previous Vera Smart home controller they do not support the next gen Ezlo controllers.  Check your hardware for jumping before jumping into a contract.

I've searched and searched because it seems obvious that there be such a setting, BUT

I can't find where to change the ribbon color of one of my properties. 

I can barely read anything because of the color; it's practically unusable.  Look at the calendar below. There are actually two properties, but the one stacked on top is white on a very light blue background and is just not readable.

Can anyone point me in the right direction? I'd like to be able to actually use the calendar and ribbon.  Thanks.

That discount ended quite some while ago.  Where are you still seeing it advertised, so we can remove it from there?

In several places on OR it says a $50 RemoteLock discount code should be in the Settings - Door Locks portion of my account. I am not seeing it and am looking to get a new lock. Has this changed?

Chuck

I have set up ID field as "optional". The help text below it can explain that repeat guest can skip it. 

It was not while certificate was installing. It was after.  I’ll see if they can provide more… 

Hello! Has there been any updates? This is a relevant issue for our company. Thanks!

Hi Rachel,

Is this the link they were provided? https://www.capribytheseaocmd.com/

It appears to be loading fine currently, its possible they tried to access your site before the certificate was finished being set up. Do you recall if the page where you can modify your hosted site had a blue banner on it that read "certificate installing". See below for an example of that:

Additionally are they still experiencing that page currently? If they are still experiencing that error, then I'd ask them to click on the more details/advanced details button If present, and provide a screenshot. Please reach out to our helpdesk with that screenshot and we can take a closer look to make sure everything is in order.

Hi Ken

I am on the API but unfortunately no e-mail is appearing in the contact info and the e-mail on the pulse app is a booking.com proxy.

I have sent an request to the guest for their e-mail directly and will see if that works. I'll also contact the helpdesk.

Thanks

We are actually working on integrating with Booking.com's internal messaging system via our API connection with them, though this isn't finished yet.  With our other such messaging integrations (Vrbo, Airbnb), the channel automatically filters and removes any links in messages before the guest has booked, but allows them in messages sent after the booking is complete.

Additionally, if you are using our Booking.com API connection, in most cases you will automatically receive the guest's real email address once they have booked.  OwnerRez can send automated messages directly to the guest's email, which does not go through Booking.com and thus is not filtered by them.

If you have a specific example where you can't get this to work at all, please send it in to the Helpdesk so we can investigate further.

Thank you for the detailed response Steven!  Unfortunately most of my bookings are through AirBNB so it only has a limited application for me.  Hoping that PriceLabs and OR can integrate PriceLabs' Length of Stay feature soon!

Hi-

Yes, the problem is with Booking.com (Agoda’s partner).

BDC recently instituted new security settings and have screened out all links, even non-clickable/cut and paste ones.
I’ve had to reach out to each guest, get their real email, and send info (like the link to sign the rental agreement) that way. You can ask for their direct email on the BDC messaging platform and explain the problem, call them or text them. Overall it is tedious.

BDC is unresponsive and I’ve spent over six hours in the past two weeks asking for help. Going into BDC’s messaging and security settings and attempting to enable links doesn’t work. They’ve grayed out the radio buttons to make them non-functional.

-Alice

If it helps I've been trying to work out what the problem is and I think it is the messaging security settings on booking.com. It does say the information was update 1 day ago so they may well have changed things.

https://partner.booking.com/en-gb/help/legal-security/security/all-about-our-messaging-security-settings

I think i need to input the OR domain.

(enter either a specific URL (such as www.example.com/xyz.html) or an entire domain (such as example.com))

I have added https://orez.io and will let you know if it worked.

Just got this message through. How do we deal with this?

Also is this a global thing or is it an Agoda china thing as the guest is from Hong Kong?

It is possible, at least for the payments.  For the communication, you might be better off with a Groups.IO for this as I think there is a very low limit of the number of emails you can have per booking.

As far as the charges, it will be a LOT of busy work.  You need to create a booking and then you can do a "Request Payment" on the transactions tab.  Then request a specific amount, then compose email and send it to people's email manually.  That's a LOT of work.  You would be better off, especially since they're family, making a spreadsheet and telling everyone to bring cash or Zelle/Venmo you the money.

OR really isn't setup for this, as far as I can tell.  Another option would be to get a terminal (which will cost you more money) from your card processor and use that.

Does anyone have any info on this?  I see that the site is "secure" according to Owner Rez and has https at the beginning of web address.  Why would a site block it, recognizing it is "not secure"?  Someone suggested it may be viewed as "uncategorized".  How can I get this changed?  Thanks!

That is correct - properties which have been disabled, are not charged.  It is not necessary (and often not even possible) to delete them.

I understand the $4/mo per lock charge (note: you need to add this to the overall Pricing page).

I have parent/child listings where each child has a lock and, of course. the parent has all the "children".

I also have 2 scenarios where the same home is represented by 2 different listings (2 configurations). 

Before considering switching from RemoteLock I want to be sure that these will be handled correctly and will the billing change as a result? I have been through the docs and forum but didn't see this scenario discussed.

I have disabled a property and just need confirmation that I won't be charged for it. Or does the property have to be deleted to avoid being charged? 

Thanks,

Blake Hughes

Pilot's Perch

Hi there! My family is planning to host around 60-75 friends & family members at our property for the solar eclipse weekend in April and are trying to think of how to utilize Owner Rez to handle payment processing as plenty of folks will want to use credit cards. They'll be camping out with us on our land so it's not a single property booking, but we'd like to be able to communicate with folks in one place so Owner Rez seems like a no-brainer. Anyone have any thoughts on this?  Appreciate any you might be able to share!

In OwnerRez, discounts are used to decrease the amount of the stay.  If you want to increase the rate that would instead be a Surcharge.
Surcharge settings can be accessed in your account here:  https://app.ownerrez.com/settings/surcharges

You can in most cases accomplish what you mention.  

To do this you would create a surcharge with Booking Fields set to Number of Nights is Equal to 1.

The reason I say in most cases, is because Airbnb does not honor criteria such as number of nights in a surcharge.  You can read more about the caveats with Airbnb Surcharges settings here:  https://www.ownerrez.com/support/articles/channel-management-api-integrations-airbnb-rules-settings

Here is a quick video to show you how this would work for non-Airbnb bookings

How to Create a One Night Premium - Watch Video

Hope that was helpful!