General Help and Questions

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I see I posted here in late 2019. I checked several choices and part of who is the best processor depends on your volume and frequency of charges. For me, a mid-range volume, under $100k, Elavon was best (via Costco, apparently Elavon not via Costco has different terms.). If you go through Elavon/Costco, I am happy to refer you ($100 Costco card for you and me.) My contact. is Trevious.Grier@Elavon.com and is great.

Other people like Bambora, Lynnbrook, Ascent, etc. But you'd need to check terms.

Hello

I wanted to use your referral since I am looking into Elavon.

Should I just send an email to your contact?

Thanks.

There's a workaround for this case: https://www.ownerrez.com/support/articles/discount-codes#position -- use percent of subtotal and configure positioning to make sure the discount comes before surcharges so that it only applies to rent.

Hmm, I'm a bit confused by this - OwnerRez has supported multiple currencies for a long time, though perhaps not as far back as 2014.  You can set them either for your account as a whole in the Culture section of Settings main menu, or optionally, individually by property.  We have a great many clients using this functionality successfully for several years now, Euros should be no problem.

Hi Chris, I have been searching and I still don't see anything on Multi-currency 8 years later... am I not finding it or is it still on the Roadmap? I have a property in Europe and need to have it in Euros if possible. I do have an European Payment processor connected to OR and can accept Euros. How would I get OR to process the reservation in Euros?

Unfortunately, at present, there is not.

You can use triggers to send SMS messages, yes.  So, it would be possible to configure a trigger to be sent to yourself when a booking is created, because there's a trigger for that.  At the moment there isn't a trigger for an inquiry or Airbnb message.

Hello all ...

I'm new to OR and am bringing in booked future stays. I have their Rental agreements saved as PDF and have been uploading them into their reservation on OR.

I also have triggers that only send if the Rental agreement has been received. This will work fine for new bookings, but is there any way that I can manually let the system know that the Reservation agreement was returned and that way the triggers will send the emails out?

Thanks

Carole

No, I'm not aware of any page builder that does a good job of generating flexible HTML at all, much less one that would work well with the Hosted Website system.

However, we do have a WebAssist service that can help you if you know what you want - please write in to the Helpdesk for more information.

No, I'm pretty sure that we do indeed require full address information, and pass it along to the payment processor.

Was Converge willing to at least cite a specific booking where a payment request was made without providing the required information?  We can check the logs and prove that it is being sent to them.  Please write the Helpdesk with the ORB number of such a booking so we can investigate.

I just sent a report to help@ownerreservations.com. I'm also on the line with Converge, but no help yet. Thank you.

We will be getting a call next week with a Relationship Manager to perform a Rate Review. I'd love to share with them your findings at that time, if possible.

No, I'm pretty sure that we do indeed require full address information, and pass it along to the payment processor.

Was Converge willing to at least cite a specific booking where a payment request was made without providing the required information?  We can check the logs and prove that it is being sent to them.  Please write the Helpdesk with the ORB number of such a booking so we can investigate.

I just sent a report to help@ownerreservations.com. I'm also on the line with Converge, but no help yet. Thank you.

I may be missing something here but when I read the provided link, it talks about sending an email message when a sms is received. However, I would be interested in getting a sms text message whenever there is an inquiry, booking, etc. on AirBnB or any other configured channels. Is this possible?

Could this be turned into an official feature request? 

Do you have recommendations for a page builder that can be used to build custom pages on a hosted OR site?  We really like the hosted feature but struggle with non-template pages (e.g. blank page) to ensure its responsive to phone vs desktop.

No, I'm pretty sure that we do indeed require full address information, and pass it along to the payment processor.

Was Converge willing to at least cite a specific booking where a payment request was made without providing the required information?  We can check the logs and prove that it is being sent to them.  Please write the Helpdesk with the ORB number of such a booking so we can investigate.

I don't think this has anything to do with Lynnbrook specifically.  Please write in to the Helpdesk with the ORB number of the booking and a description of the problem, and we'll take a look.

I think you mean Elavon/Converge. There is a requirement that you have the payor Zip code, and possibly other address details, be entered, or you can be downgraded to that 4% rate. You would want to reach out to Converge and have them walk you through how to ensure you are requiring the guest answer any required location details in order to qualify for the best rates. It's pretty easy to do, but have Converge talk you through where on your Converge login screen to access all the right locations for that info.

Adria, we have been working with them for over a month. They have offered no solutions. As far as we know, each of our guests have filled out all the information when entering their credit card into. Is there any way OwnerRez would accept a booking without all the info? I would hope not!

Can you write in a ticket to Help@OwnerReservations.com, so we can help you figure this out?

Done. Thank you.

I think you mean Elavon/Converge. There is a requirement that you have the payor Zip code, and possibly other address details, be entered, or you can be downgraded to that 4% rate. You would want to reach out to Converge and have them walk you through how to ensure you are requiring the guest answer any required location details in order to qualify for the best rates. It's pretty easy to do, but have Converge talk you through where on your Converge login screen to access all the right locations for that info.

Can you write in a ticket to Help@OwnerReservations.com, so we can help you figure this out?

I have a 100% 14 days / 50% 7 days / no refund policy. I make guests pay $50 at time of booking. Today is Wednesday and the Guest is set to arrive Friday (2 days) and just emailed me needing to cancel.  When i click cancel under her booking info I'm prompted about the refund and then it details charges, followed by the end where it says she paid $50 and based on charges and policy she gets no refund.  I use Lynnbrook for payment processing. 

My question is: Once I cancel it, will she be charged immediately for the balance due? Will she even be charged since it will be canceled by the time the payment was to process? Will she be charged when she was scheduled to originally? How does this all work? 

Thanks in advance!

Hello! We switched to Evolve for our credit card processing in October. Since then, we've been charged over 4% per transaction (except for one, which was under 2%). We understand that different credit cards carry a different processing rate, but this isn't the issue. Evolve is telling us that we are being "downgraded" because "the required information is not being entered. Like the property phone number, Folio code number, etc."

Has anyone else had this problem? They don't seem to want to help us fix this. They say it's "on our end." 

Once a guest has confirmed their booking, you can share your guidebook link with them via Airbnb messaging. You will need to include the field code in your Airbnb messaging template which will pull in the guidebook link. You should be able to add the booking field code via the insert field button in your Airbnb template. 

Aha, Google Calendar is notoriously unreliable with updating iCal feeds.  I'd suggest using some other iCal app - there are a great many, as the standard is so common - and you'll likely have better luck.

Thank you so much for your help.  It is a little overwhelming getting started!

Nope - you should be able to use the same agreement for everything.

Ok.  Thank you.  I did use the Channel Bridge but maybe it went out before I did that.  Now I just have to hope they don't cancel.  They booked the non-refundable option to save 10%.  

So is there any need to have a different agreement for Airbnb if it pulls the booking info in?

Yes, that is correct, once everything is connected and working properly.  However, this would require you to either have the Airbnb API connected, or have run Channel Bridge to bring in full booking data, so OwnerRez knows what the cancellation policy for that booking truly was supposed to be.  It sounds like you're just setting up your account, so it is possible you have not got those in place yet, in which case the rental agreement would indeed be wrong because the system doesn't know any better.

Hello

I thought I read that when a rental agreement is sent for an Airbnb booking the cancellation policy for that booking overrides your default policy in OR?  I am just getting started and had my first rental agreement returned but it did not do this.  Also, is there a way to see if/when the request is sent out?  I wasn't expecting them to send one to that guest as they were imported when I set it up.

Thanks for any help you can give this newbie!

Brenda

They still show up on Google Calendar on Android, and I can't figure out how to keep it in sync...

Yes, by definition cancelled bookings are no longer on your calendar, so they would not be included on an iCal feed.