General Help and Questions

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Not seeing where to find them.  If anyone is able to guide me to them, that would be great.  Thanks!

You mean, these?

https://www.ownerrez.com/support/articles/hosted-websites-prominent-amenities

They appear on some of the screens and list results, as discussed on the above page.

Hello All,

Building the webpage, new to OwnerRez and starting to get the hang of it little by little.  Where are the amenity icons that are used to represent various amenities such as parking, pool, wifi, etc.?  

Thanks!  

No, OwnerRez does not do any currency conversion, arbitrage, etc. - it changes constantly.  Each individual property in your OwnerRez account can have only one currency assigned to it, and, your payment processor needs to be in that same currency.  If a guest is from another country, the payment processor will normally handle the currency conversion automatically, and transparently to you.

Please write in to the Helpdesk with examples and screenshots so we can investigate.

Is there a way to change some pricing for stays starting in 2024 but not affect 2023?  For instance, I want to raise my cleaning fee for 2024 stays but leave it as is for the rest of this year.

There is no official way unfortunately. I have had some success bending the ear of one of the Airbnb community forum leaders who said she would sort the problem out for me. However she’s only been successful in one category when I should be in 3.

I’m still bugging them until it is sorted out!

Airbnb just released the ability to see your categories in the hosting site:

To check your listing categories, follow these steps:

• Log in to your Airbnb hosting dashboard.
• Go to your listing in the “Listing Details” tab.
• Scroll to the “Property and rooms” section.
• Look for the “Categories” line item, which displays the categories your listing is listed in.
• Click on “View” for more details about each category.

If you discover an ability to edit/effect your category, do report back.

Due to the nature of tokenized credit cards, the ID numbers are tied to each PMS software. Tokenized cards cannot be moved to a different account or PMS from the one it was created under.

If you have nontokenized settings with Lodgify, it may be possible but not likely since the card details are still usually encrypted for security and privacy compliance rules.

If this is the case, send us an email help@ownerreservations.com on Monday and we'll be able to gather more details about your specific scenario.

the fix:

create a new user in PointCentral with limited access,

I have setup PointCentral, how do I select which locks guests can access??

I have 6 locks and only 2 of them guests can access the others are for owners closets.

by default it looks to send it to them all and i only want 2.

Most of my discounts are in position 2 and they only discount rent, not cleaning fee...works great.

Cleaning fee is in position 3. 

ONE discount is in position 4, (cleaning discount) and when entered on the first registration screen is causes an error????

Hi

we charge in USD $, most of our guests come from the UK who use £/GBP and some other European countries that use the €/Euro

We're moving from Lodgify and that will show the booking in the local currency and show approx and say we bill in USD and conversion is approx price, it helps our international guests see what it will cost them in their local currency.

it'll detect the countries currency based on their IP address

example Screenshot from a UK IP address which automatically selected GBP

Is something like this available in OR?

HI

I'm moving about 15-20 bookings from Lodgify to OR, I used the calendar import tool to import them all and then i'm doing the convert to booking and updating them with whats due/paid etc.

is there a way I can re-attach their cus_ ID from Stripe?

I am happy to make an excel doc with  the OR Booking ID then a seperate column with their stripe ID (i assume you need the cus_ but tell me if i'm wrong) and send to support if it can be attached by them?

What type of template did you create?  You need the Booking type.

https://www.ownerrez.com/support/articles/airbnb-request-for-contact-info-real-email-address-and-signed-renter-agreement 

Thank you!  I was able to subscribe via email.  Looking forward to the more granular subscriptions.

Hi Ryan - On desktop, on the right sidebar of the main Blog page there are some subscribe options - RSS or Email included. We plan to add more granular ways to subscribe via email but right now you would be notified of any blog post published, not just Product Updates.

On mobile, just tap the Blog Posts button and scroll to the bottom to see the same options.

I think I’m missing something obvious, but I’m going around in circles.

I’m trying to set up a reminder for guests to fill in the rental agreement.

I have created the message in templates and saved it. However when I go to triggers I cannot find it in the drop down box?

I’ve gone through the how to guides for triggers and templates and for no joy.

Any suggestions please!

Hi Caleb, thank you very much for checking! I just checked as well on the Houfy side and you are correct, it is showing up now. It wasn't showing either nightly stay discount over the weekend but is now. Thanks again!

Jeremy

Hi Jeremy,

I went ahead and tried to be proactive, I took a look at what I believe to be your listing and it appears that Houfy is properly calculating a 7% weekly stay discount, based on what is present within OwnerRez.

However if this doesn't sound right, please feel free to email us at Help@OwnerReservations.com so we can dig in deeper and take a look at your specific details.

Currently Houfy is passed discount data and they should be reflecting that.

~Caleb

Hi Gus and Lindsey,

I wanted to make sure you received our response to your help request,

we had to trace some additional things because Lynnbrook was saying they weren't receiving any charge attempts. Looks like what was actually happening was they were seeing some data from the old payment methods and didn't trace that as received at all.
 
We've tracked down a case where an Lynnbrook method id could be saved on a card from an old payment method and used on a new payment payment. We've released an update that will clear that value when charging again on a new payment method.

This fix applied to all cards saved on old Lynnbrook methods and used with new Lynnbrook methods.

~Caleb

Is there a way to subscribe to the product update blog?  Like an RSS feed I can subscribe to through IFTTT and have emailed to me?

Thanks,

Ryan

Yes, this is a known issue that we're working on with RentalGuardian, to provide several different means of improvement.

I am API connected to HOUFY and our length of stay discounts are not showing up on HOUFY; they show up on VRBO and AirBnB, but not HOUFY. Any assistance would be great! Thank you!

We just had this same issue. They purchased, I got an email, they did not.

I am switching software from Lodgify to Ownerrez.  I imported my calendars from Lodgify to Ownerrez.  There seemed to be a glitch and dates got blocked on the Ownerrez side that was not blocked on Lodgify.  The Ownerrez calendars shows those blocks were coming from Lodgify.  I deleted all imported calendars to try and fix it but even though all calendars are deleted the bookings and blocked dates are still showing on my Ownerrez calendar and I cannot delete them.  Is there a workaround for this? 

Hey Ken,

We are having a second round of issues processing payments now. We have not received an update on a timeframe for it to be fixed. We submitted the help request last Friday. 

This is a really urgent issue for us because our guest has not been able to make their final payment and we cannot receive the funds. Can you please provide an update on this for us?

Thanks!

Has this ever been implemented? I have two days a week for trash and some very strict HOA rules. Being able to do this as a reminder would be super helpful if I could schedule it on certain days of the week. 

Thank you so very much!!

In Indiana where we are located we're supposed to pay the sales tax and innkeepers taxes when those amounts are no longer refundable to the guest.  

Our current policy is 50% due at time of booking, 50% due 30 days prior to check-in date and no refunds within 30 days of check-in date (50% refund if canceling more than 30 days out).  So I'm not sure how to run a report showing what taxes we owe to our locality in OR based on the current filters/settings.

If a guest makes a ($1000) reservation on April 1 and has to pay $500 (50%) at time of booking and their stay starts on July 15th (check-in date).  

OR collects the remaining $500 on June 16th (30 days before check-in).  I have to pay the taxes on the entire $1k during the month of June (because that is when all of the payment (both the one from April 1 and the one collected on June 16) are no longer refundable.  Not really sure how to run a report showing what we have to pay taxes on for each month.