General Help and Questions

Sort by

• Newest Reply
• Newest Topic

Do the "Non-owner Charges" has to be remitted to be deducted from the total revenue for the payout? I can't quite figure out how the expenses, statements, and payout work, the numbers shown on the "preview" owner statement do not match my calculations. I've already read the articles, and the video wasn't clear to me. 

I collect payments from VRBO thru Ownerrez using the Stripe integration. I haven't figured out how to do that for Airbnb or Bookings.com yet.

Hello Blue Mt., are you still using this lock company? Are you still happy with it?

Anyone notices their SMS messages starting to get blocked by carriers more? This has happened to me a few times over the last week. 

We have not set up connecting Airbnb or VRBO to our property, yet.  Is the only functionality of doing this to be sure that calendars are synched to avoid double-booking?  Are there other reasons to connect the accounts such as for payment collection?  I am hearing about chargebacks in VRBO and Airbnb occurring and something about being better protected if the payment was collected through Owner Rez.  Is this something that can be set up instead of payment being collected through VRBO or Airbnb or am I misunderstanding?   I

Has anyone noticed that from time to time there will be an asterisk after the name of a property?  You can go in and delete it but I'm trying to find out how/why it pops up.  We are definitely not adding it in.  We can't make rhyme or reason out of it as we can't find the common denominator!

See this feature request:

https://www.ownerrez.com/forums/requests/optional-addon-items 

It's fairly normal for Vrbo to send spurious errors due to intermittent network issues, new properties in the process of uploading, and other reasons.  In most cases, these are irrelevant and can be ignored.

If you're seeing something not working properly, or the errors have been going on repeatedly for awhile, please write in to the Helpdesk with the error log, and we can take a look.

Hi Allison,

We actually have an upcoming release with an included feature that should be fixing this.

~Caleb

Hi all.

Anyone having VRBO issues?

In the last 2 days I’ve had 4 emails from them.

VRBO listing integration

VRBO unit availability integration

VRBO lodging rates integration

all with Advertiser index processing failed with error.

I’ve run the listing quality analysis and everything looks ok.

Any thoughts?

Hello!

We do have this issue with zero balance bookings on our bug list and it is being escalated. No timeline yet, but we are working on it.

You can work around the issue by creating a booking (not a quote) on the backend, then sending the guest a "Request Security Deposit" link.

Thanks,

Eric Esquibel

Our engineers have released a patch that allows unbranded SMS messages to send while your Brand request is pending.

This means you should be able to start sending messages already. We recommend starting small while the brand is pending, sending too many messages or really long messages can still flag them as spam which can block your messages from reaching any guests using that carrier!

Hello,

We are having the same problem. Have you got it fixed?

We gave a 2-night stay away in a Chamber of Commerce event. We want them to book it like a normal stay using a discount code that gives them a zero balance. We also want to place a security hold on their credit card prior to their stay. We've tried to have our guests book this way in the past, but they were denied in the booking process because there was no balance, so we ended up charging them $1 (which seems incredibly unprofessional). Is there any way to accomplish what we're trying to do -- get a credit card on file and complete a booking with no charge?

There isn't - it's planned for the future, but, there's some other preparatory development that has to be completed first.

OwnerRez does support the capability for our API integrated partners (like Turno) to insert data into custom fields, and some of them do.  So far as we're aware, Turno has not developed this feature, but, you could reach out and suggest it to them.

We have OwnerRez integrated with Turno (formerly TurnoverBnB). I am trying to find a way to get the Cleaner Name, clean date and cost pushed from Turno and posted into a custom field in OwnerRez. I don't see that Turno has a Zapier integration. How are other OR users getting the cleaner name to be reportable in OR?

I reached out to OR support, and they responded "Zapier is a good idea, but as noted, Turno doesn't integrate with them.  Also, at present, while OwnerRez can be used to send zaps, it cannot yet receive them.  So this wouldn't work for now."

Thanks in advance for your shared wisdom!

Has there been any progress with this?  Is there any report that shows when the 1st and 2nd payments are due if not using credit cards?

On initial connection, it can take a bit longer because there's more data, especially if you have a lot of high-res pictures.  But 3 hours seems a bit long.  If it's still not finished, please write in to the Helpdesk with specifics so we can investigate.

Is it an instant sync when first connecting the API and properties to Airbnb? Our Airbnb status has been "in progress" and sync status "importing" for 3 hours for 6 properties.

Hey folks, is there a way to set up a custom booking field to show up only on stays of more than 7 days? 

I’m trying to streamline the way I handle houseplant care for longer stays. I always forget to ask guests if they want me to come in and care for our 20+ plants or if they feel confident doing it themselves. Then I’m scrambling after they check in to get it all organized, haha! It would be so great if I could have a mandatory custom booking field that only shows up for LOS of 8 nights or more where they can state their preference, and then have an automatic message sent to them a few days after checkin with the instructions. 

What do you think?

For anyone else wondering: The door code field is only available after the Booking Lookup action is utilized.

I've created a custom Zap to add a new contact in OpenPhone (which we use for our guest text/call communication) when a booking comes in. It creates a contact that include guest name, property they're staying at, dates of stay, booking ID, phone number, email address, and door code. Use the Zap »

Thanks, Ken. If there was an option to choose "Doesn't Have Tags" like on the filter on the Bookings list page then maybe the required file would only be presented for those contacts, and skip those contacts that do have the identified tag.

No... but, the engineers are aware of the limitations, and are considering future feature improvements.

No, that's not correct - an OwnerRez ID is not an IP address at all.  It looks like this: 

Account Id
ora7cdcd235bx

Airbnb had an incident last night where they were spuriously returning error codes on legitimate endpoints. They fixed the error a couple hours ago, so everything should be good to go as of now.

I triggered a full sync on your listing and verified that I can see it publicly, does everything look good on your end as well?

Did I get dropped by Airbnb? Or is this an OR-Glitch?
I no longer have an Airbnb listing nor hosting page

I'll give that another try!

You may need to reach out to Zapier support in that case. We are not able to see exactly what goes on in their systems from our end. The OwnerRez API is properly including the door code. 

Zapier support can drill into the actual event data they have, and they can send us further details if they need assistance.

I do have it set up as a Booking Update trigger -- but within Zapier, it does not give me the door code as an option when populating the Zap action.