General Help and Questions

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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

Our vrbo guests are being sent payment request from Owner Rez and VRBO.  We are not API intergrated. from our records, it all began July 1. We only use OR for direct bookings. We only use OR to store information for our VRBO bookings.

Please HELP

Does integration of the API require custom coding on our end? 

No, although there are a few other limitations and requirements:

https://www.ownerrez.com/support/articles/channel-management-api-integrations-vrbo 

Hello Ken, 

We are also running into this issue.  All of our bookings on VRBO show up in bright red because it thinks there is a conflict.  We are concerned about this for two reasons.  First, it will be extremely difficult to spot an actual error or overbooking because we'll become accustom to seeing everything in an error state (red).  Second, we think it's possible that having numerous conflicts could potentially harm our VRBO internal ranking.  This is clearly conjecture as we have no idea how their ranking algorithms work, but even taking a chance is not something we'd like to do.

Does integration of the API require custom coding on our end?  

Thank you.

Hey gang - I am helping a client set up owner statements for an owner and have a couple of things not working,

(1) The client and owner agreed the definition of gross rents for purposes of calculating the PM Fee would include any 7-night discounts offered.  The property is set up with a 20% commission, the discount is selected as the same commission as set up on the property but when I go to the Charges tab the discount has no commission adjustment and on the PM tab the PM Payout excludes the discount?   What else needs to be done to ensure this is included?
(2) My client wants to charge an owner $20 per stay for a "concierge/amenity" charge to cover incidentals offered to the guest, this $20 would come out of gross rent so that any PM Fee paid would not include this $20.  What might be the best way to set this up?  A surcharge that charges per stay - $0 to guest but $20 to PM?  or an expense on the owner statement side.  Trying to avoid manual work or rework which I fear the expense side will require.  Any thoughts? 

Thanks in advance 

Big Thank you

Well, we do have some similar deals, most notably with Turno, which is also free to OwnerRez users:

https://www.ownerrez.com/support/articles/turno 

It wasn’t so much reduced prices as deals with new partners.   Here are some recent examples. 

Please send your Excel file in to the Helpdesk so we can take a look and figure out what's wrong.  From your description, it ought to work, but, it is very easy to accidentally create a simple but obscure issue that throws things off.

You can certainly feel free to forward them to the Helpdesk, so we can take a look.  However, generally, it is very rare for OwnerRez to do special offers, as we follow the "everyday low prices" model and believe we offer excellent value for money at our regular rates.

If you are in an unusual situation of some kind, of course, we are always ready to talk and see if there is a reasonable way we can help.

Hi !

I'm trying to import bookings via an excel template. However errors say the dates overlap and that arrival dates are not before departure dates. However I double checked and don't see problems, apart from the fact that all my guests leave on a saturday and arrive on the saturday, but that is not date overlap, surely? 

Thank you !

Somehow I got on the Hostfully email list, so I receive a lot of emails announcing features and special offers.   A number of them have sounded pretty attractive.  I was wondering if there was an OwnerRez email address I could forward them to, to see if OR could do something similar. 

Business Name:  Destin West Escapes

EMail: rick@destinwestescapes.com