General Help and Questions

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Is there a way to have anyone signing the legal agreement behind a VPN block or trigger a notification that it could be fraud? 

We had 2 bad guests recently and the IP addresses on the legal agreements were both blocked by a VPN. I think this could help be a warning of trouble to come. 

Thanks Paul

Just what I needed.

Regards

Norm 

Try using the main bookings list view with a filter. Filter for bookings that are arriving soon, then filter for payment status.

Is there a way I can generate a report for outstanding payments.

For example a list of all guests arriving in the next 7 days that have not fully paid for their stay.

Thanks for this info. 

I have just finished my trial period so still very much a learner and this is one of the things that I wanted to do.

Unfortunately, it's true that we've been very heavily loaded with customer inquiries over the past few weeks, and have had trouble keeping up.  We try to respond to everyone within 1 business day, and we are not meeting that standard at present.

In addition, though, from your description I think you may have replied to your own support ticket asking for status?  Doing that throws it to the back of the line, since it was "touched" more recently.

We're working to increase support capabilities and get our response times back down where they belong.

Does everyone have problem with customer service on owner rez or is it just me. I am new and partially set up with no help to finish setting up. I have sent 3 emails over the past three days and have had NO response at all. Very disappointed..

Patti 

This is controllable overall in your Culture area:

https://app.ownerrez.com/settings/culture

And, can be overridden in the Settings for each individual Widget.

Owner Net = Owner Amount - Taxes (if paid by owner) - Damage Protection (if paid by owner)
Owner Revenue = Owner Amount + Commission - Non-Owner Charges (harges where the entire amount is kept by the PM)
 
In plain English:
 
Owner Net is the amount the owner would expect to pocket after all liabilities are paid.
Owner Revenue is the amount received by the PM for the owner (which includes commission the owner owes to the PM).

How did you change it?

I have just started setting up my website and have the same question

Not sure what you mean?  I took a look at your website and the indicated properties are (not) appearing correctly.

Can you share the formula as to how the Owner Revenue, Owner Net, and Owner Amount are calculated?

I removed the properties through settings by choosing everything but. However, they are still showing on the website. Is there a different method I should use?

That depends on how exactly the booking was originally handled, but, full instructions are here:

https://www.ownerrez.com/support/articles/move-booking 

Yes! I hide mine as well. Go to - Settings - Hosted Websites - Click your hosted website - Change Settings in top right corner - Under Display, at the top you'll see "Rate Display" next to a drop-down list option, click that and pick the NONE option, then save and go check if that worked!

I am wondering the same thing. 

I dont want guests to see the daily prices on my calendar. I also have a huge gap (7-10x) between my lowest and highest price of some properties so I dont want to show that on the properties page. Guests who book during peak season will think they are paying too much. Is there a way to hide all these prices?

Thanks.

I have a guest wanting to change dates in VRBO. How do I make the reservation change ?

That's discussed at length in this support doc:

https://www.ownerrez.com/support/articles/instant-book-vs-request-to-book 

yes, wondering this myself

Please write in to the Helpdesk with the ORB booking number and your description of the problem, so we can investigate.

how do i configure to only allow Inquiries and not allow Instant Book? Not seeing the widget for Inquiries when i look to configure the header for the website

I just had a guest (through Airbnb) request an early check-in, which I granted, went into OwnerRez and updated the check-in time, which auto-updated the door code activation time through RemoteLock (I had verified that the code did update).

Later that same day, but before the original check-in time, they submitted a stay extension via Airbnb.  After accepting the extension request, they showed up to the house, still before the original check-in time, and the code did not work.  Looking at the booking in OwnerRez I noticed the "early check-in" indicator with the early time I added was reset to the original check-in time, and therefore RemoteLock updated the activation time accordingly.

This seems like a pretty clear software bug to me, or is there something I'm missing?

Thanks!

Yes, you do indeed need to have your property details in OwnerRez.  While you can certainly set them up manually there, it's much faster and more efficient to import them using our tool for that purpose:

https://www.ownerrez.com/support/articles/listing-content-import

But for this to work, yes, the listing does have to be active on Airbnb/Vrbo so we can see it.

Thank you! I didn't even realize the date was clearing/canceling when I changed the month or the year. That definitely is the culprit. (The UX/UI might need improvement there as it's not obvious or intuitive, even to me as a tech-savvy person. Perhaps an error notification banner explaining what's missing?)

Hi all,

There is a smaller channel that I use that takes care of payments, is there a way to turn off payment-related system message just for that channel?

Thanks

Thank you! 

It's time for me to look at the APIs... 

After discussions with Vrbo, they aren't going to do anything from their end, and the general consensus is that it's not a good idea to have a special iCal export that doesn't include Vrbo bookings.  The possible consequences of getting the wrong export would be double bookings, whereas the current functionality just looks odd but doesn't actually hurt anything.  In any case, using the API is recommended and gets rid of this problem, although we do realize that at present not all clients are able to use the API, but we're pushing Vrbo on those issues that prevent that.

So to sum up - no, no changes are planned from either end.

Hey there! It's now 2023 and I'm still seeing this same issue.  Is there a way around it? I really only want to see in my vrbo and airbnb calendars the blocks/bookings from ownerrez and not the duplicate it's creating. 

Normally, you wouldn't want to set up a Length-of-Stay discount in Beyond Pricing - you'd do that in OwnerRez:

https://www.ownerrez.com/support/articles/length-of-stay-discounts

Similarly for seasonal discounts.

https://www.ownerrez.com/support/articles/common-surcharge-discounts