General Help and Questions

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We do frequently use Firefox and haven't seen an issue. Can you identify a particular list or filter that causes the problem? We'll have a look.

Also, try opening Firefox Private window so that it doesn't load extensions... if you try the same thing there, do you still see an issue? We have seen problems in some cases where browser extensions conflict or slow down sites generally.

Thanks. Any word so far on if there’s a chance this would be resolved today?

If it’s not resolved today, does that mean we would have to wait until Monday for it to be worked on again?

That's a legitimate question.  I'm not sure either but I'll try and find out.

Okay, I will wait to hear today. Also, the issue we have right now is only tied to our 2 new accounts. These are new listings that we’re trying to get published on our website and VRBO to collect bookings ASAP. 

I just wanted to mention it in case the solution right now could possibly be to approve configuring the 2 new accounts, while they work to resolve the issues with the older accounts (4 old accounts). If that’s possible, it would solve our urgency with the two new accounts, since we would be able to request the API for VRBO and publish to our website while we wait to solve for the older 4 accounts. I don’t know the implications and structure of your set up of course, but was thinking about this today.

It's already escalated as far up as there is - the CTO has been involved in trying to get it resolved.

Hi Ken, 

I understand those challenges, but when it becomes a hinderence on our business, our income, is when I become considered. 

if it’s not resolved today I’d like to again request an escalation. Unless you are saying that OwnerRez has no staff available for escalations like these. Is that the case?

Because we are still working through the issues, which involve both us and Lynnbrook, we also do not have an expected resolution date, though I do think we're fairly close to getting it sorted out.

As has unfortunately been noted in other forum threads, we are currently experiencing an uncommonly heavy load of support requests and are having great challenges in catching up.  We are growing the team as rapidly as possible, but training new staff to provide accurate assistance takes considerable time.

OwnerRez support has always primarily been email based; in very recent times we've added limited phone support, but that is commonly scheduled around a week in advance.  This team is also growing - we have added two staff this week - but it will be some time before they're able to make an impact.

Phone voicemails are handled in the same system as email tickets, and unfortunately are subject to the same delays we're currently experiencing over there.

It’s fine if the process isn’t the smoothest, but I have left two voicemails with OwnerRez with no response. In an environment like OR, where these timelines can dramatically decrease revenue for us, there should be an SLA around this and a direct POC keep us informed of the timeline and expected resolution. Again, that’s fine, but considering our busines relys on posting our listing, this is an issue that I believe warrants atleast a call back and a POC over the phone. 

We still have no insight into the expected resolution date. 

We've run into some technical issues with getting your accounts configured, and our engineers are working through those with Lynnbrook.  I've actually been in telecons with senior Lynnbrook staff earlier this week about improvements we are making to smoothen the integration process and eliminate some of these discontinuities.

Hello, 

Has anyone experienced concern and frustration going through the process to set up new listings with a payment method? Our busines structure changed in January 2023 to an LLC and it affected our Lynbrook accounts, which caused a delay with Lynbrook. Then once they sorted that out, they sent the info to OwnerRez to configure in the system and that was 3 days ago. Now they’re saying OwnerRez needed their guidance on how to properly configure in order to make sure we could process refunds under our old account. Lynbrook has said they passed information already to OwnwrRez on how it should be configured. 

Nobody will follow up with me or seems to have any care to call me about the issue. ownerrez has went dark and whenever I call I just get sent to voicemail even though I’ve requested a call back twice. Lynbrook has no answer and our client rep is our today. 

OwnerRez has not communicated to me when it will be resolved or expected to be resolved. My clients are asking why listing haven’t been published on our website and I have no answer. What’s with this? This doesn’t seem like  great customer service…

Thanks Ken, I will send a message to the help desk.

Yes, if you are API-integrated with another channel manager, that's exactly the problem - Vrbo doesn't actually store all the data for those bookings, your channel manager does, so Channel Bridge can't get the data from Vrbo.  :-(

What Channel Manager are you using? We may be able to assist in bringing in data - please write the Helpdesk with particulars.

I would advise against this as well.  I use VPNs extensively and have them automatically activate whenever I'm not on my home network.  As former Info Sec, I also strongly advise their use on any public network, like those in airports, hotels, B&Bs, company networks, etc.

Is anyone else seeing this?  I sent in a support request to OR already, just curious if it's me or if ABB made some change that's messing it up.  It looks like ABB split out some fees on their site, so it's possible they made some backend field name change.

Ryan

Unfortunately, your analysis of the situation is correct - Airbnb considers that they (or their algorithm anyway) know better than you do as to which should be your first front-page photo.  So they do what they want to do, and it is not possible to override it.

Not sure exactly what you're referring to, can you write in to the Helpdesk with additional details, including links and screenshots?

I'm thinking there might have been an update that is causing a glitch as this has been fine since set up(18 months or so).

I just got an airbnb booking this morning and when sending messages to them I got a pop up saying 'Your scheduled message cannot be sent'.  When I click on this I get told to resolve the issues. It then says that I should add check in instructions (I already do).

The final click takes me to my listing at the check-in details section. Where it says Lockbox and has the little clock symbol saying it is updated from OR.

I have added more details to the Airbnb section but the OR section overwrites it. I then added more details to the OR section but only the one word 'lockbox' gets ported over.

Can anyone help with this?

Thanks

James

Hello! 

I'm really a newbie and am trying to bring in my VRBO bookings using the Channel Bridge.  I was able to bring in my Airbnb booking successfully, but when I try to export from VRBO I receive an error message for all of the bookings:

The only booking that exports is a canceled reservation which looks like it came from Expedia. 

I'm wondering if the problem is that I am currently integrated with another PMS. I was planning to get all of my bookings into OR and then disconnect that integration. Could this be the problem?

Thanks for any help or suggestions.

Carole

I'm having trouble deciphering the different owner columns and options on owner statement views.  Is there a page that explains each column?  ie Owner Revenue vs Owner vs Owner Net?

A huge percentage of my guests report my emails to them going into their spam. Including important post booking and check-in information.
Is there anything we can do to avoid this? 

We double-checked with RentalGuardian and the email does come from them (noreply@rentalguardian.com). They could tell though that the email failed to the guest due to no valid email. I'll send you more details from our Helpdesk for your reference.

Glad you were able to send them the info from the Insurance tab of the booking.

We're also looking into adding a System Message that can be configured to send to the guest from the Owner/PM in a future release.

Cannot get my email verified after getting my e-mail domain verified. Ready to go live the last step.  

Here's how to do that:

https://www.ownerrez.com/support/articles/channel-management-api-integrations-airbnb-common-issues-questions#multiple-accounts 

Are there any plans to offer some intro to or overview of how to use this? And/or maybe a new forum section where the Zaps can be shared, etc?

No they did not. I received the email and then sent the info w/ link to my guest. They received nothing and I had them check their spam, etc.

No they did not. I received the email and then sent the info w/ link to my guest. They received nothing and I had them check their spam, etc.

Your guest should have received their travel insurance policy information via email from our insurance provider, RentalGuardian. We recently removed an email message that was sent to the guest as it was confusing to some users and their guests because it's really a contract between the purchasing guest and RentalGuardian.

Did your guest not receive the info from RentalGuardian?

The travel insurance email confirming purchase AND the policy details is NOT going to my guests, it is only coming to my email.  There must be something I haven't checked, but I've looked and nothing seems to address this issue.  PLEASE HELP.  I've contacted CS and its been over 24 hours and NOTHING.  

Very frustrated...

Hi Alison - please write in to the Helpdesk with more specifics and we can take a look - www.ownerrez.com/contact/us

I have been setting up the account for someone under my email address.

I gave the client access on his email address, but have given portal access instead of full access.

I want to upgrade his access to full access, but it is not allowing me - it says invalid, he already has an account,

When I try to change the account to his email address it comes up with an error saying he is already on the account and cannot be amended.

We cannot connect to stripe etc currently as it is under his email address and stripe won't connect as OR account is in my email address

Can anyone help on next steps to resolve?

Thanks!