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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.

Hey there, I'd like to make a discount code called "guestofowner"and have it discount just the rent (nightly rate) by 20%, I would then give that code to the owner and when he has friends that want to book, instead of cutting me out and taking payment himself, he can have them book directly on my website and still give his friends a discount. Of course if he has family friends, I could make a discount code for 40%, whatever he'd like. For some reason when you hit "Discount Code" you aren't allowed to discount "% of rent" You are only allowed to give them a discount at a set price, for example "$500" which isn't great if in the summer you have high rates but then in the winter they are staying for 0$ because the $500 is more than the cost of rent or "% of subtotal" which I wouldn't want to discount taxes and cleaning fees, just rent. 

Thank you. 

Christine,

I have included this issue and other PM issues in the list mentioned below. I am trying to create urgency with addressing Quickbooks Integration / Accounting issues in OR by having all key stakeholders join together to create a louder voice. To do so I have tried to summarize all the open issues in this theme and have created one master feature request that I am asking everyone that would like to see this addressed cast a vote for so we concentrate our voting and allow OR to see the magnitude of the need. I do have some ideas for a rapid resolution but at this time want to focus on identifying and prioritizing the issues/problems and have OR engage in prioritizing this fix.

The comprehensive thread is that this Feature request (full link below). If you feel this is a need PLEASE VOTE. If you have any additions, corrections, or comments please reply and I will try to keep the top post updated.

https://www.ownerrez.com/forums/go/70573

Thank you for your support and lets get a roadmap for this once and for all!!

Manel

Rich,

There are some best practices on how to manage VR in Quickbooks however the current QB integration doesn't do everything needed to support them. I'm happy to provide you with more information or maybe I will just post it in the post I refer below. The post itself lists the issues and some best practice recommendations. They may not make sense to everyone that is not steeped in accounting but part of the solution would be to document Best Practices and the philosophy followed by OR in their implementation.

I am trying to create urgency with addressing Quickbooks Integration / Accounting issues in OR by having all key stakeholders join together to create a louder voice. To do so I have tried to summarize all the open issues in this theme and have created one master feature request that I am asking everyone that would like to see this addressed cast a vote for so we concentrate our voting and allow OR to see the magnitude of the need. I do have some ideas for a rapid resolution but at this time want to focus on identifying and prioritizing the issues/problems and have OR engage in prioritizing this fix.

The comprehensive thread is that this Feature request (full link below). If you feel this is a need PLEASE VOTE. If you have any additions, corrections, or comments please reply and I will try to keep the top post updated.

https://www.ownerrez.com/forums/go/70573

Thank you for your support and lets get a roadmap for this once and for all!!

Manel

Hi everyone,

I am trying to create urgency with addressing Quickbooks Integration / Accounting issues in OR by having all key stakeholders join together to create a louder voice. To do so I have tried to summarize all the open issues in this theme and have created one master feature request that I am asking everyone that would like to see this addressed cast a vote for so we concentrate our voting and allow OR to see the magnitude of the need. I do have some ideas for a rapid resolution but at this time want to focus on identifying and prioritizing the issues/problems and have OR engage in prioritizing this fix.

The comprehensive thread is that this Feature request (full link below). If you feel this is a need PLEASE VOTE. If you have any additions, corrections, or comments please reply and I will try to keep the top post updated.

https://www.ownerrez.com/forums/go/70573

Thank you for your support and lets get a roadmap for this once and for all!!

Manel

Hi everyone,

I am trying to create urgency with addressing Quickbooks Integration / Accounting issues in OR by having all key stakeholders join together to create a louder voice. To do so I have tried to summarize all the open issues in this theme and have created one master feature request that I am asking everyone that would like to see this addressed cast a vote for so we concentrate our voting and allow OR to see the magnitude of the need. I do have some ideas for a rapid resolution but at this time want to focus on identifying and prioritizing the issues/problems and have OR engage in prioritizing this fix.

The comprehensive thread is that this Feature request (full link below). If you feel this is a need PLEASE VOTE. If you have any additions, corrections, or comments please reply and I will try to keep the top post updated.

https://www.ownerrez.com/forums/go/70573

Thank you for your support and lets get a roadmap for this once and for all!!

Manel

Hi everyone,

I am trying to create urgency with addressing Quickbooks Integration / Accounting issues in OR by having all key stakeholders join together to create a louder voice. To do so I have tried to summarize all the open issues in this theme and have created one master feature request that I am asking everyone that would like to see this addressed cast a vote for so we concentrate our voting and allow OR to see the magnitude of the need. I do have some ideas for a rapid resolution but at this time want to focus on identifying and prioritizing the issues/problems and have OR engage in prioritizing this fix.

The comprehensive thread is that this Feature request (full link below). If you feel this is a need PLEASE VOTE. If you have any additions, corrections, or comments please reply and I will try to keep the top post updated.

https://www.ownerrez.com/forums/go/70573

Thank you for your support and lets get a roadmap for this once and for all!!

Manel

Hey,

Cancelled bookings somehow to do not sync to the calendar on my phone which uses the iCal feed exported from OR.

Does anyone now how to fix this?

Have a nice weekend

Hi Hemang,

Second question:

You could apply seasons to the date range you're looking for but the actual blocking would still typically need to be handled as described prior,

"When generating a block within OwnerRez one of the options present is "Don't block other properties", this would allow you to create a block at Properties A and B separately, whilst still allowing guests to book at Property AB."

Third Question/Fourth Question:

Certainly, you can put in as many feature requests as you'd like!

Related note question:

OwnerRez offers two open API methods that can be used, depending on what exactly you're looking to do.

First is our open OAuth-based API that you can read about here:

https://www.ownerrez.com/support/articles/api-overview

That has traditional GET, POST end points for communicating with an OwnerRez account on demand and in real time. However, that is pretty limited as we only expose certain things and are working to expand it. For instance, you cannot book a property that way (ie. send live bookings through that). Each individual OwnerRez account owner also has to specifically authorize connection with your service using OAuth in their account.

We then also have a Channel Manager side that allows you to become a first-class integrated "channel" (like Vrbo, Booking.com, Airbnb, etc) and promotes you equally with those guys.

You can read about this API here:

https://www.ownerrez.com/support/articles/api-channel-integration-overview

 To do this, you'd have to follow a feeds-based structure, which is compromised of:
- pulling XML feeds on a regular basis throughout the day (listing content, (photos, etc) and rates, rules and availability) to keep your side up to date
- doing a "fast availability" check against our live quote and rates API when your website visitors are trying to book or get a quote (this ensures there is no lag time between changes)
- pushing bookings across with credit card info via our OLB (online booking) end point which accepts live card data and then creates bookings on our side. This requires documented PCI compliance for credit card information handling. Alternatively, you can use our quote redirect process to send the guest to OwnerRez with a quote to book, which allows them to enter their credit card information into OwnerRez which is already PCI certified.
- checking our BUS service (booking update service) to see if a booking was cancelled or get status information from our side after the fact

For monetization using the Channel Manager API, you have a couple choices:

1) Bill the guest's credit card for a service fee prior to sending the booking over to us (which is what Vrbo does)
2) Don't bill any fees inline, but keep track of bookings that are sent across and then bill the owner/PM for the number of bookings they have per month (like Booking.com or HomeToGo does)
3) Annual subscription fee, where the number of bookings and their charges is irrelevant.

Here's more information about how to use our HAXML Sandbox for testing the Channel Manager API:

https://www.dropbox.com/s/eau29e6kzxgb7iv/HAXML%20Sandbox%20Instructions.pdf?dl=0

If you have more questions about these, due to the complexity I'd recommend emailing in to our helpdesk at Help@OwnerReservations.com

~Caleb

I can't think of a way to trigger a Zap "if there is a gap of more than 2 nights". We do not currently support OwnerRez triggers directly to Zap. 

This should be doable with a delayed Zap I think. Booking Create and Booking Update triggers include the arrival day, so you could use that to schedule a future action (Zapier delay action?) which turns on the pool heat.

Following

Thanks for your responses. Few followup questions or comemnts:

Second question: Can you achieve the desired functionality by season. For ex, if I were to create a season for Christmas/New Year, I would like to ensure that only the entire house AB can be booked and the individual units cannot be booked for that season.

Third question/Fourth question: If I am putting in a feature request, I would like to have it done for both, as they are very similar. One is a request to have the rate copied down (proportionately) to child units and the other is to copy down the min stay requirements down to child units.

I am not yet ready to try out PriceLabs because I am not sure how well it would work. Plus paying approx $45 per month for 3 units to PriceLabs would be an overkill to just get the convenience of such a feature to inherit the price mappings.

On a related note, do you have open APIs available in OwnerRez for me to develop and implement such a functionality myself?

Thanks,

Hemang.

Hi Hamang,

Those are some Excellent questions, lets go down the list.

First question: You are correct, this is typically how this works.

Second question: When generating a block within OwnerRez one of the options present is "Don't block other properties", this would allow you to create a block at Properties A and B separately, whilst still allowing guests to book at Property AB.

Third question: OwnerRez has many capabilities within Discounts/surcharges as to the flexibility of how you can manage your rates, but I don't believe the complexity of what you're looking for here is doable at this time. I'd recommend taking a look at what PriceLabs can offer in terms of functionality as I believe they have a parent/child function that may do just what you're looking for.

Fourth question: This just isn't doable within OwnerRez at this time, though I'd recommend writing it up as a feature request so other clients can vote on your idea and see it put in action.

https://www.ownerrez.com/forums/requests 

Fifth question: Actually, I think you nailed this! This is how we'd typically recommend doing it.

~Caleb

That's great. Thanks for the clarification on how to do it. I did not realize that the guest sur-charges could be configured per season. This should work out for me.

Hello,

After reading through your example, I believe how you wrote this up is in fact doable.

You would need to create the seasons of course, in the simplest form this would be two seasons, one for off season one for peak season. But if your setup is more complicated than this it should work with any variety of seasons, you'd just need to make sure the seasonal rates found via Settings > Rates > Seasonal Rates are set to your liking.

In the example you provided these seasons and their dates/rates would appear as something along the following, keep in mind I used random dates for these:

Off Season

Dates: September 1st-April 30th

Seasonal Rate: 300

Peak Season

Dates: May 1st-August 31st

Seasonal Rate: 450

Then you could create two additional guest surcharges, each with different multipliers for what you're looking for, and associate those charges with the seasons they're active for in their configuration from the seasons drop down, these would look something a long the lines of.

Off Season additional guest fee

Per night

Amount: $25

Multiplier: Guest for every 1 above 4 up to property max

Peak Season additional guest fee

Per night

Amount: $10

Multiplier: Guest for every 1 above 4 up to property max

Hope this helps!

~Caleb

Any update on this? How do OR user do proper accounting without a proper sync?

I was having the issue with payments and I called up Booking.com and they walked me through the process of setting to pre-authorize cards.  It solved the problem I just don't remember where that setting was.  I have to say that since then, Booking.com sent me an offer to have it where BDC processes all payments and I implemented this as it made my job much easier to not have to deal with the payments, just make sure the deposits come through.  ;-)

Anyone else frustrated with the recent Security Measures on Booking.com and the inability to send Rental Agreement links via proxy email or their messaging platform?

The end of last month, Booking.com implemented new "Security Measures" which has caused a host of issues and frustrations. 

I used to use the Booking.com templates to let guests know that I would be sending them an email (going to the proxy email address provided by Booking) with a link to the Rental Agreement. I would then have automatic messages triggered to go out from OR with the link to the rental agreement. This message used to appear in the Booking.com messaging thread and guests were able to click on the rental agreement and completed it (also giving me their actual email address too)

With the new security measures, nothing is going through from OR and I can not even manually share url's in the Booking.com messaging thread nor can I ask guests for their email address because Booking.com is blocking everything.  My guests are getting very frustrated as I am.  

I have contacted OR about this and there is nothing they can do, believe me they tried. I have also contacted Booking.com multiple times.

So my question is, is anyone else having issues getting guests to complete the rental agreement? Or if you have found a work around, would you mind sharing that process?

Joel - OK. But, not being a ZAP expert, I'm not sure what to ask for. What I was trying to do, initially, is automate something I currently do manually.

1 - when a guest checks out I have a trigger to send me a msg if there is a gap of more than 2 nights to turn the HVAC off. I have to go to the ecobee app and do it manually.

2 - I have a tag if the guest has paid for pool heating or cooling. A day before a guest arrives I have a trigger to send me a msg to turn on the heat/cool. I have to go into the aqualink app and set this up.

Both the ecobee and aqualink apps work with Alexa. 

So, I wanted to try and create zaps for this. So should I request that a trigger runs a Zap (is this even possible?) or request that something is exposed on check-in and check-out with days before after?

Just not really sure how to articulate my needs.