General Help and Questions

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Go to the Booking in OwnerRez, Transactions tab, and use the Request dropdown button to Request New Credit Card.  That'll send the guest an email with a link to enter the new card information, which will then be stored in the Booking record available for use.

My guest needs to update her Credit Card. Where can I find this link or request? 

This is not possible, as such.

However, our WebAssist team has experience in custom-coding rental agreement templates that resemble other forms (such as your Word document), that can be pre-populated by OwnerRez using field codes and generally used for this purpose.  Please reach out via the Helpdesk with that Word document, and we can take a look.

Hello,

I'm pretty sure I already know the answer to this question ("No"), but I'm wondering if anyone has figured out a way to use custom fields on Word attachments on a template?

Our property requires a parking pass on all vehicles in the garage, but the passes must contain the check-in date, check-out date & guest's phone number.

If I could add those custom fields to a Word document attached to an email template that would automatically fill in that data on the parking pass to be specific for that booking it would save me from having to manually create and email each parking pass to the guests.

Any ideas?

Thanks!

I got it figured out. Thank you so much. Pretty much everything is running smooth now. 

patti

You'll want to manually create the bookings in OwnerRez, manually enter all their appropriate Charges, and then, on the Transactions tab, record an offline payment for the amount already paid, to leave the correct remaining balance.

We don't have the ability to make reservations through our website. Potential guests would call us and we would send them invoices through PayPal. After we received the payment, we would block our calendars on our website and everywhere else. How do we enter those bookings into OwnerRez? We want to make sure that we don't send payment requests to the guests that already paid for their stays this summer. I am probably making it more complicated than it is. 

Yes! 

SMS Branding is currently in a holding pattern due to new federal regulations requiring it for all existing senders as well as new ones. The approval group is overwhelmed with applications and we are awaiting completion of approvals.

We were originally told approvals would take 7-10 days, then 15 days, now an estimate is not being provided. This is not specific to OwnerRez, or even to our SMS provider Twilio.

We have asked our developers to investigate a workaround to allow sending unbranded messages while the Brand is still pending, that possibility is being evaluated currently.

Hello ...

Is there anyone who can give me an idea of how long it takes to setup SMS?

I completed the information but it has been several weeks and it still isn't working (although I'm paying for it). 

Any ideas or suggestions?

Thanks

Carole

Hello! 

I am looking for some insight on what others do in similar situations. I recently had a guest who had to cancel their reservation. Turns out, I was not able to refund the card because the original transaction was 6 months+ or older. I inquired with OwnerRez and they said I would need to provide the guest with a check or Zelle them back the money. I wanted to ask if anyone here has run into a similar situation, and how did you refund the money? All input is appreciated. Thank you for your time ☺️

They automatically display on the appropriate pages of your Hosted Website.

It might be easier to write in to the Helpdesk with screenshots of where you're looking, and a more detailed explanation of what you're trying to do, so we can investigate.

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!