General Help and Questions

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Hello! 

I have two listings that are set to exact location on OR but are not on VRBO. I called VRBO and they sent screenshots showing the location setting they receive is "false" so it not showing the exact location and in fact shows a terrible representation next to railroad tracks! 

I have sent a support email and see there is no phone support so how in the world do I fix this? No one is responding to my request. 

I also have another property that does not show up any longer and I cannot tell why for the life of me. 

How do we handle these issues that VRBO clearly proved are on OR? 

Thanks, 

Shannon

Later this year, we expect to add inquiry triggers.  This will allow you to configure automatic messages to be sent when inquiries occur, including via SMS, and anywhere else triggers can be used.

What setting in ownerrez maps to the defined Quiet hours in AirBnb? I have been setting up ownerrez and lost quiet hour settings in the listings.

Hi John, to change those settings Chris shows in his screenshot you'll want to navigate via PM > Owners > Owner In Question > Change > Settings. Once you've changed that default for the owner, then you can update it for any bookings from that owner you'd like via a batch tool found via PM > Batch Updates > Batch Update Bookings for Commission > Ensure Recalculate commission and expenses option is selected. Since you mentioned multiple properties are affected you may need to modify multiple owner settings.

PS: Changing this default will generally have future bookings come in with this setting as well.

~Caleb

As with all those "cards" that show up on the top of your listing page, asking for more info about things like your appliances and your yard, the check out instructions are not yet synced via API. Per our testing, you can create those check out instructions on Airbnb and they should remain in place.

Let's take this over to the Helpdesk - please write in with a ticket and screenshots showing exactly what you're trying to do.

I was able to set up check out instructions the day the update was released, through the app.  Don't think it's affected by the api connection.

Has AirBnB shared the details with OR yet? On their communication to hosts they say that they have and for us to check with the PMS as to timeline of availability. Is this already on the development plan and do we have an ETA of availability?

especially interested in the checkout instructions

Now I can't change it.

Thanks

I took a look in your account settings for your website, and while I see a favicon there, I do not see a full logo.

I did see a bear logo in your account generally, so I changed the website settings to use that instead.  It's working now.

What is the source of the card? For direct bookings, Stripe will perform 3DS2 verification automatically if needed. Vrbo should send 3DS2 verification if needed -- if not, send a ticket to the helpdesk with details about the booking and we'll have a look.

Booking.com does not support passing guest credit cards with 3DS2 -- the only way BDC supports secure verification is if you use booking.com payments and have them run the guest card and then pay you out separately via bank transfer or virtual credit card. Here's their article on the topic: Booking.com: What is Strong Customer Authentication?

I have uploaded a logo for my OR website. The problem is, it is not showing up on the website. Only the name of the website is in the place of the logo. How do I get that logo to show up on my site?

HI there Ken 

Totally and we work with Stripe and hope to check how to enable it because they are not receiving any 3DS2 requests even for people with cards that should have been 3DS2 

Thanks

We have auto re3sponders set up that auto-respond to MOST inquiries. The only inquiries that are not auto-responded to are the ones with no dates specified. Otherwise about 90% of questions from potential guests may have been handled by an inquiry auto-responder template. yes the SMS alert would be nice, but maybe try what we do using an email auto-responder template similar to the one below:

Hi {CFIRST},

Thank you for your inquiry about {PDISPNAME} ({PIMGCAPTION}). Our cabin is a private family vacation home, rented out by the owners . We are not affiliated with a management company or agent.

The quote is shown below for the dates you requested. The Booking and Rental information (right below the quote) will answer many of the questions you may have!

{QPROPAVAILOTHER}

Please use the buttons under the form to view more information about the quote or to accept it and checkout.  Our checkout form is simple to use and very secure.     {QHCTAB}

{ICOMM}

{IOITAB}

Booking and Rental information.

• No indoor smoking, No pets/animals, and No house parties.
• Must be at least {PMINAGE} years of age to rent and be present during the entire stay. Minors under 18 can only stay with a parent, legal guardian, or responsible adult.
  
• The primary Guest must sign the Rental Agreement and provide a Valid Photo ID within 48 hours of booking; otherwise, the reservation is subject to cancellation. No third-party rentals.
• No occupancy above total {PXOLIMIT} persons (which includes ALL children ages 1 day old and up), with maximum {PXMAXADULTS} persons over 14 years of age. Our quoted rates are per-property, but over-limit occupancy is not permitted. 
• Amount Due at the time of booking: {QFPAMT}. See detailed charges above. 
  
• Interim/installment payments can be made at any time for bookings more than 60 days in the future. Balance must be paid in full by {QSPDAY} days before check-in.
  
• Availability is real-time and may change after this email is sent. Property is not reserved until the deposit (or full balance) is paid and the booking is accepted.
• A Rental Security Deposit of {QSDAMT} is required; it will be released or refunded within 14 days after check-out if there are no damages, rule violations, or excessive cleaning required (See the Rental Agreement for details).
• Cancellation policy: {QCANPOL}  No refunds for Unforeseen or Unfortunate Events outside of the Cancellation policy cutoff, under any circumstances, including but not limited to: weather/travel concerns, work/life events, change of plans, evacuation, or hospitalization.
• Travel Coverage/Protection policy is highly recommended,  especially if your stay is during the winter months.  Some credit card companies provide Travel Protection (check your cardholder benefits). Examine your selected policy carefully to ensure it meets your requirements, and consider purchasing additional coverage if needed.
• Accepted Payments: Major credit cards, Zelle, personal or cashier's check, money order (at least 35 days prior to check-in date). The name on the credit card must match the primary Guest's name or that of the legal spouse.
• Address, driving directions, and check-in instructions will be provided after the balance is paid and a few days prior to check-in. See the distance from the cabin to popular area destinations.  
• Owners operate exterior security cameras for the express purpose of securing the property, driveway, entryway, parking, dwelling, and its contents -AND- to ensure occupancy limit, house, and No-pet rules observance.
• Check-in is any time after {PCHECKIN} ET and check-out is no later than {PCHECKOUT} ET unless pre-arranged otherwise in advance. Late check-outs may be subject to docking of the deposit. Check-in/out is contactless. 
• Complimentary WIFI is provided, but connection speed/availability is not guaranteed.
• The property has a yard, fire pit, and ample parking. The yard is NOT  fenced and is surrounded by wooded nature, adults must always supervise small children at all times.
• Questions? Check our Vacation Guide, FAQ, and What is provided
• See the Reviews of our cabins. 
• 'Like' {PDISPNAME} on Facebook and follow on Instagram where we post updates, photos, area info, specials, or availability due to last-minute cancellations.

Thank you,

We are missing a lot of bookings because we are not getting notified when an inquiry comes in. We need a text message on our phone for notification purposes.  Do you know when it will be available or if phone text notifications are available for inquiries? If available, how can we implement the inquiry text messages to our phone?

Hi Chris, I am having the same issue but I don't see the Channel Fees section.  How do I change this now? Is there a new way to do this.  Also, I had this set incorrectly so I have about 75 bookings across 8 different properties where this is incorrect.  Is there a way to change this on current bookings with a batch change and how do I change this setting so that future bookings are not deducting the channel fees from our commission? 

Thanks!

Some bold hosts have reported they temporarily disconnected the API, on a property by property basis, made their adjustments to tools/discounts/promos & reconnected/republished the API properties. This is much too new for us to know if there are any subsequent issues caused by doing this.

⠀

Please write in to the Helpdesk with specific examples, so we can investigate them in detail.

It's still in testing. We, too, are looking forward to release of that feature.

Hi, I noticed when running any payment reports on Ownerrez for my Airbnb listing that the total and Net Totals or incorrect. It appears to be due to it not calculating the nightly discount that we have set, so it is not actually correct on the reporting. Is there some setting that I might have incorrect or do others have this problem? 

Thanks 

I think that was probably how we did it. 

follow on question, any way to delete the old files for the old templates? 

Try this one:

https://www.ownerrez.com/support/articles/email-templates#files 

Hi Ken, that link is broken for me :-(

Still not 100% sure where i uploaded them before but i found a way in https://app.ownerrez.com/account/files 

It is odd as we have a document per property, but none were shown, i retrieved the original document i uploaded from the original link i had and once modified it, found this link for file upload and that seemed to work. 

Hmm, did you upload a file into OwnerRez as described here?

https://www.ownerrez.com/support/articles/files-email-templates 

Hi all, 

We have created online check-in and welcome documents, now i need to change one, i cannot for the life of me find where i did it. we end up with a shortcode https://uc.orez.io......... with a randomized number behind it. 

Can anyone remind me where this is. Iknow about the guest instructions but this method allowed us to upload a pdf / word doc and then just reference to it through the hyperlink.

Any thoughts?  

It may be worthwhile reading through this article if you haven't already:

https://www.ownerrez.com/support/articles/bookings-display-for-cleaners#portal-access

Here's a key excerpt from that article:

You can create a trigger email in OwnerRez that sends a customized email template (that you create) which only shows the departure day. Something like "Guest departing tomorrow (May 14)" which is sent 1 day before departure, or one that sends immediately when the booking is created.  This would notify the cleaner when a guest is departing so they know the property needs to be cleaned.
 
Similarly, you can create a custom email template and trigger for cancellations, with trigger criteria specifying that it should only be sent in the event of a booking cancellation.

Yes so I was just looking at that, trying to add a promotion on Airbnb and i couldn't find a way. This is a major bummer. Will hurt if we can't compete with other listings this way. 

Hi, can you update on this?