General Help and Questions

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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!

Not really - there are many perfectly legitimate people who use VPNs for many valid reasons, and, the best VPNs change IP addresses all the time so it is difficult to detect them.

I considered that. I would prefer that under the properties tab the property be Highlighted and the owner of that property underneath as a back up. Thanks for the response. 

Is anyone else using Firefox as their browser?  Viewing filtered list are extremely slow due to high memory usage. Just wondering if I have some option wrong or one of my security settings is causing this problem. Maybe just a browser bug? MS Edge doesn't exhibit this behavior but I don't have all the security extensions on it either.

This was released a few months back:

https://www.ownerrez.com/forums/requests/collect-photo-id-option-in-rental-agreement 

Where do I find the MAX_SLEEPS_MISSING? 

My Max and min # of adults children is set and I updated bedrooms bed configurations so that matches?

@ken thanks for the response. I spoke with RemoteLock and they told me they don’t support the nest x yale lock (yes, the same one you linked). I also don’t see the nest x yale lock on jervis’ list of supported devices. I have a lead with Brivo, but I am waiting for one of their reseller partners to call me with more info. 

What specific hardware are you referring to?  Is it the the Yale x Google lock ?

https://www.bestbuy.com/site/nest-x-yale-smart-lock-wi-fi-replacement-deadbolt-with-app-keypad-voice-assistant-access-oil-rubbed-bronze/6197556.p?skuId=6197556&ref=212&loc=1&ref=212&loc=1&gclid=CjwKCAiA3KefBhByEiwAi2LDHGp10Um8m2Lb2szowvUZkgyiq8IxemNN3AoCTHaqtIjf96R68cAo1BoCzdQQAvD_BwE&gclsrc=aw.ds

If so, then, we have a number of door lock partners that support Yale locks, so they may well also support this variant, but you'd need to ask them.

https://www.ownerrez.com/support/articles/integration-remotelock-door-locks#compatibility 

https://www.ownerrez.com/support/articles/integration-jervis-systems#list-of-supported-devices

How?

Has anyone noticed that AirBnb switches the default lead photo to a picture of the front of your home? If you have a picture of a Mountain/Beach View as your first picture, they default it to the front of the home. I have a more appealing aerial photo of the side of my cabin as my lead photo and they switched it to the less appealing front of my cabin. It’s unreal they won’t let us run our own listing!! Obviously, the second picture is better. I don't know how to switch it back without erasing the other photo, but I don't want to do that. I am API connected to AirBnb.

Thanks for the reply, Jake.  This is basically what I did to solve the issue.

Craig,

After doing more research, I found the path to solve this!

In another post Ken mentioned that we CAN adjust the pricing for AirBnB and VRBO through the API settings... so, in my case, instead of raising the Direct site price, I will do the following.  Let's assume that I currently charge $200/night on AirBnB and VRBO and would like to charge 6.7% higher on the Direct site, or $213.40.

1) Raise the Pricelabs price by 6.7%, so the $200/night rate is now $213.40.

2) Pricelabs will pass this price to OwnerRez and to the direct booking site, $213.40/night.

3) Then I adjust the AirBnB and VRBO prices down by 6.28%.  The math is (($200 desired rate / $213.40 Pricelabs rate) -1)*100), which gets me the original rate of $200/night.. same as current.

The Rate Adjustments for API channels are made within the Settings > API Integrations > (Channel Name) page options.

Thanks to Ken for this prior post where I found the answer! https://www.ownerrez.com/forums/general-help/rate-adjustments#68513

Best,

Jake

That would truly be a wonderful option! I asked this EXACT question nearly a year ago and was told the direct website and widget pricing was not adjustable like the OTR channels. I told them they should be but I'm guessing they don't agree. 

Hi,

Struggling with the same issue.... currently we have our listings on both AirBnb and VRBO.  I am in the process of setting up a direct booking site.  The pricing is set by Pricelabs (awesome tool, btw!).

I would like to have the nightly price on the direct booking site to be about 6.7% higher than on AirBnB/VRBO, which will give the direct customer about an 8% discount off of their total, because they are not paying the AirBnB/VRBO fee and will give me about 4.7% higher payout, which will help to offset for the direct site hosting and direct marketing spend.

I though I had seen a menu for Channel Adjustment somethere, but I can't find it.

Has anyone solved this issue?

Thank you,

Jake

We are having enough issues with Booking.com that we are considering terminating our listings on their sites...   Questions I have for you all...

1.  How do you deal with the bookings where they have your property listed on sites like - GETAROOM.COM (and others) where when the booking is created the guest information comes in with the listing sites address and phone number not the guests and it has a a guest booking.com email.    We find we have absolutely zero way to contact the guest.  Email messages enter into a black hole because the guest doesn't have a booking.com account that they get email from.  Phone number is a customer service line and they will provide zero information you have to go through booking.com...  Booking.com support has to reach out to the partner website and they won't give them emails or phone numbers either.     We've had guest show up at a self check-in property with zero information and of course it is our fault!  What do you do with these strange bookings and more importantly how are you identifying them and addressing them before the issue becomes an issue?

2.  BDC payments come in various forms... they can send you the full card number they can send you a virtual card.. Payments probably 50% of the time fail because BDC did not send over to us the CVV for a card or the correct address information.   We can force the payments through but it circumvents all fraud detection and we end up paying a higher credit card rate because we didn't collect this information.   We've talked to every level of support and our account rep about this and they tell us our account is setup correctly and we should be getting all information and yet it still just doesn't happen.   How are you managing the processing of payments with BDC?  

Love to hear some suggestions... other than drop BDC.

That is how mine appears as well.   The properties are grouped by their respective owners.  We actually prefer this so we are absolutely sure when we are entering a property expense that we are putting it with the correct owner.  You would never be able to select the owner.

Patti is is something that those of us here in the forums could help with?

Question about the Expense tab. Under the "Associate To" section we have bookings, property's, & owners. When selecting "property's" I have the "owners" in bold and in alphabetical with the actual property associated with the owner listed below. Is that how it's done or do I have something wrong in my settings? Because ... if I wanted the "owner" I would pick the "owner" option. I want the name of the property I'm billing to be prominent in the "property" option. Thanks for the help.

Patti,

Have you tried the "unofficial" FB group? There are lots of users there that can help guide you through the process while you are waiting on official support.

https://www.facebook.com/groups/702265430182289/