General Help and Questions

Sort by

• Newest Reply
• Newest Topic

We don't have immediate plans for more, but feel free to suggest ones that you would find useful in our Feature Request forum.

Great looking forward to it.

When I go to Zapier i only see 4 triggers (contact/booking created/updated) for OR. Is this correct? If so, any plans to expand the number of triggers?

Hi Richard - you can do that using the "Booking Window: Max Days in Future" setting at the property-level: https://www.ownerrez.com/support/articles/property-availability-rules#booking-window

I would like to have my calendar automatically blocked for the dates beyond some specific date (e.g., 1 year from today) ensuring that I have the opportunity to change my rates in the future. 

Hi,

I have a rental unit with 4 bedrooms, with a guest capacity of 8-10. For off-season, I would like to keep the rate of my unit lower and charge extra for additional guests beyond 4+. For peak season, I would like to keep the base rates higher (equivalent to rate for 8-10 guests) and charge less per additional guest or change the minimum free guest setting to 8 guests so that they only have to pay for 2 additional guests if at all.

Here's an example:

1. Off season rate: $300 per night for upto 4 guests and $25 per guest from 4+ to 10. i.e For 10 guests, the nightly rate would be $450.

2. Peak season rate: select one of the following policies:

• $450 per night for upto 4 guests and $10 per guest from 4+ to 10. i.e. For 10 guests, the nightly rate would be $510; OR
• $450 per night for upto 8 guests and $25 per guest from 8+ to 10. ie. For 10 guests, the nightly rate would be $500; OR
• $500 per night for 10 guests

The main purpose of having lower base rate for off season is to make it affordable for smaller parties to rent in off season. Whereas for peak seasons, I would like to ensure that it doesn't get rented for smaller parties at a lower rate.

Is it possible to implement something like the above. Or do you have suggestions on better ways to achieve this.

Hi,

I am in the process of setting up the following configuration for rent:

• A: 4 bedroom house
• B: 1 bedroom apt
• AB: whole house

I intend to use the mutual blocking feature to ensure that when the whole house AB is blocked, individual units A and B are also blocked off. And vice-versa, when either A or B unit is blocked, it also blocks off the whole house AB.

https://www.ownerrez.com/support/articles/combined-properties-blockoff-lockoff

First question: Consider the following scenario - a guest books unit A, which in turns blocks-off whole house AB. However, since whole house AB is also linked to unit B, in turn it would block-off unit B as well (but this is not desired). I am assuming that it won't do this (i.e block off unit B as well), otherwise such a system would never work. So just wanted to confirm that it does the right thing.

Second question: During holidays such as Christmas or Thanksgiving weekends, I would like to ensure that only the whole house AB is available for rent. I do not want to offer the guest an ability to book individual units like A only or B only. How can I achieve this?

Third question: As you can see, unit A is 4 bedroom and whole house AB would be 5 bedroom house. I would like to set the pricing such that renting the whole house AB would be approx 10% cheaper than renting both the individual units A and B. To do so, I would like to setup the price for the whole house AB to amount $X and it should trickle down its rate to individual units at some proportional value. For ex:

• rate of unit A = (AB price x 4/5) x 1.10
• rate of unit B = (AB price x 1/5) x 1.10

Basically, the rental rate of unit A is 4/5 of the whole house rent + 10%. Similarly for unit B. Is there a way to setup the pricing of mutual units dependent on another unit like the whole house rent? Such a configuration will really help me setup the price for different seasonal rates, spot rates, etc in one place only without having to configure it in multiple places. Also, I may want to change the relative percent value based on season or spot rate. For ex, the rates of individual units 

Fourth question: Similar to above request for mutual/relative pricing, I would also like to setup/configure min stay requirements for whole house AB and it should be propagated down to unit A and unit B settings. 

Fifth question: My first preference will always be to rent the whole house to guests. If it doesn't get rented out, as the date approaches, I would like to rent out the unit A and unit B as individual units. I guess I can achieve this by setting time limit on how far individual units can be booked. For ex, if I set the advance booking limit for units A and B to two months, it should imply that users should be able to book only the whole house AB two+ months in advance. Any other or better way to achieve this?

We haven't seen any changes, but we'll keep an eye out for your support ticket with more detail and investigate further.

I'm not sure I understand exactly what you're dealing with here.  Please write in to the Helpdesk with URLs and screenshots showing all what you've described, so we can investigate.

Some useful additional information can be found on these pages:

https://www.ownerrez.com/support/articles/glossary-definitions

https://www.ownerrez.com/support/articles/booking-statistics-glossary-name

https://www.ownerrez.com/support/articles/reporting-common-issues-questions 

Please write in to the Helpdesk and we'll take a look. We'll also need to know the email address you have at your domain.

Chris,

I am filtering my reservations for 2022 for a single property including cancelled booking. Before hitting "Search", Firefox is using about 650 Mb of memory. Hit Search and the memory consumption goes to 11-12 Gb and the system slowest significantly. I haven't tried this in a private window, will do that tomorrow.

Hi Michael,

Yep. Our documentation is in the works. Sorry we didn't have that out with the release, but we'll hopefully have that ready when we get out of public beta.

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