General Help and Questions

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Yes, OwnerRez is already pushing the cleaning fee updates to Airbnb, so you shouldn't need to do anything. To check, look at your listing as a guest. If you do still see your listing missing a cleaning fee, send in a support ticket and we'll double check to make sure it is good to go.

We're also in contact with Airbnb to see what they're going to do for bookings that were made during the bug and will update this post when we get the details.

Hi Chris, 

How can you re-push the cleaning fee? Are you doing this through OR or Airbnb?

Thanks and all help is greatly appreciated!

Yep, Airbnb has resolved the issue and they're accepting cleaning fees again. They didn't add back the missing cleaning fees, but fixed the bug so that cleaning fees can be added again. We've re-pushed cleaning fees for any listing updated last night to be safe.

This issue seems to be resolved.  We see cleaning fees going through. 

What is the telephone number to Airbnb API department. Thank you. 

Second that!   Cleaning fee or I guess any fees for that matter are not being synced with airbnb.  We had few bookings came in without paying cleaning fee.  Seems like exclusive to airbnb

I've confirmed the issue with cleaning fees that should be populated on Airbnb but are missing -- other fees are being populated correctly, but the Airbnb pricing settings API is ignoring cleaning fees.

We've submitted a ticket with Airbnb API support. Will post an update when we hear back from them.

Hello, all my properties in Airbnb are now missing a cleaning fee and I have not touched the surcharge section. I can't seem to get the cleaning fee back either. Is this happening to anyone else?

I have a triggered message to go out after checkout saying, "next time book direct" and at the end it has {MYURL}.  I understand that it's supposed to be my website, but it's showing up blank.  How do I correct this?  All the other areas where info automatically fills in works.  Just not this one.  How do I correct this?

I managed to get in unstuck. honestly not sure which one of the following did it

1. I added a "channel blackout" for VRBO and then removed the blackout. 

2. I picked one orphan date I have on my calendar to change the rate and occupancy rule. After that, I waited for the normal sync to occur

One of those did it (inclined to believe it is the second one), and now the calendar is unblocked. I got two VRBO bookings since I opened this thread

Alin

Thank you for posting this!   Had this same issue.    Under Amenities I had to change this field:  Children >= 2 yo

Since you are using PriceLabs, their min-nights setting is automatically overriding whatever might otherwise be set in OwnerRez.  You'll need to fix the configuration issue in PriceLabs, not OwnerRez, in order for it to stick.

Yes, that is correct.  However, that may or may not be related to the issue with Vrbo.  If it's still stuck, please write in to the Helpdesk so we can take a look.

I set 3 min night in default rules. Then I went to my rate calendar and set customized min night. The next day, everything was reverted back to 3 min night again. I emailed support and they told me to delete Pricelabs min night, which I never set. But I followed their instructions and did it anyway. It didnt help. Min night went back to 3 night the next day again. Please help!!! Thank you.

I'm assuming "AvailabilityUpdated" is the calendar?

Alin

Hello,

I searched the forum and the documentation on how to fix this, and I couldn't find anything (maybe I just missed it).

We just started on the whole vacation rental journey with one property. I have it set up in OwnerRez and listed on Airbnb, got our first guest...everything works as expected.

Now I'm working on setting up the property on VRBO, so I created a brand new VRBO account (I never had one) and configured VRBO API integration..everything worked fine'ish. I can see the property on VRBO, everything checks out... except the calendar. I can see the rate, but the calendar is blocked.

I got an email from the integration specialist couple of minutes ago. 

We are almost ready to complete your integration process, however there is one action item that needs to be done first.
It is necessary for you to unblock your calendar at least for this year so that I will be able to check if the integration is working correctly.
Your calendar is currently blocked until 2025, please enable all the following months from this year.
Please complete this step during the weekend, I will be checking on it on Monday 12th . If this part of the integration cannot be done, Vrbo will consider your project paused.

How do i "unblock" my calendar? Do i need to do some sort of initial calendar import on VRBO side? i would expect the OR sends the calendar using the API and i don't need to do anything like that

Alin

I reached out to our contacts at Beyond and received this explanation:

We have a system of adding credits for reservations made not using our suggested prices where we mark them as "non-billable" in our system.

Please specify if it fit one of these categories :
- Owner Bookings
- Long-term Stays
- Repeat Guests

We only request our customer to provide us a reason why the reservation should be marked as non-billable.

Then, please follow these steps :
1. Download your billing statement from the billing page.
2. Highlight any non-billable reservations and provide the reason why it is a non-billable reservation.
3. Save the file as an .xls or .xlsm, a .csv will not save the formatting.
4. Send the statement to Payments@beyondpricing.com.
5. Someone from the Billing Team will confirm once the reservations are marked as non-billable.
6. Non-billable reservations will appear as a non-billable credit on the users current statement. We do not refund the amount previously billed to the users payment method on file.
7. Last but not least, we ask our users to send their non-billable reservations on a monthly cadence.

I had that issue originally many months ago, I believe it's the field under Property > Edit Property > Contacts and it is Name.  There's also a contact selector above it.

 

I get a cancellation from BDC for October 2022 and my OwnerRez calendar is updated appropriately.  My Airbnb still has the booking.  

If I block a date in OwnerRez, it will not update in Airbnb.

This should update within 1-2 hours of the booking falling off of your OwnerRez calendar, and even sooner if an Airbnb guest puts those dates into the Availability Checker.

I am now using an OwnerRez to a Google Calendar and it’s having the same issue.  No updates unless initiated.

Seeking help!

This is a known issue with Google Calendar, they are notorious for not updating iCal feeds automatically.

did you figure out how to change the hosted by?  i'm running into the same issue. 

This is a known issue with Vrbo, they pushed out an update yesterday that they quickly rolled back upon being advised of this bug. They're working on fixing all affected reservations, no action is needed on your end.

Note that there's a global Communication History view that shows everything (with the various categories in different tabs):

https://app.ownerrez.com/inbox/history/emails

I’m having the exact same issue:

I sync my calendar from OwnerRez to Airbnb and from Airbnb to OwnerRez.

I get a cancellation from BDC for October 2022 and my OwnerRez calendar is updated appropriately.  My Airbnb still has the booking.  

If I block a date in OwnerRez, it will not update in Airbnb.

I am now using an OwnerRez to a Google Calendar and it’s having the same issue.  No updates unless initiated.

Seeking help!

Ownerrez shows the booking with the correct guest name.  But in VRBO inbox and booking, the guest name is me, with my email address!?  We're API connected.  I haven't seen this happen before.  Any ideas?  Thanks

Here's how to handle cancellations:

https://www.ownerrez.com/support/articles/cancelling-a-booking

If it's a Vrbo API booking, the cancellation must be done in OwnerRez, following the instructions linked above.

Hi all--Is anyone familiar with the "Communication History" screen? The address bar says you'd get to it via the inbox, but the inbox tab doesn't have any sub-tabs and I can't get back to it.

I'm a bit confused between the Inquiries tab vs CRM tab, and now this "Communication History" page which actually I think is the best of all worlds.  It could have a number notification button to show Airbnb people waiting for replies, Email (ie Vrbo) people waiting for replies, and actually have a place to enter the other sources of inquiries, whether they turn into actual reservations or not..   

@support  **Could the Inquiries tab and Inbox tab be combined into THIS tab**  

And actually, Esmeralda doesn't show up at all on the "Inquiries" page.  I wanted to actually see how many Adults/Kids there were and there's no info at all from the Airbnb channel. Only the emails I marked as inquiries from my Gmail inbox.

Any thoughts??  TIA!!

Try removing the ... at the end of the Headline field on the Description tab of the property. Airbnb's got a bug right now where they return an unknown error if you have repeating symbols in the headline.

Thank You Chris! All sorted. Removed the ... and it all works fine.

Try removing the ... at the end of the Headline field on the Description tab of the property. Airbnb's got a bug right now where they return an unknown error if you have repeating symbols in the headline.

I hunted down the word 'Whatsapp' and removed it from my information and the error message disappeared.

For about an hour. Now I get.

Message AvailabilityUpdated, RatesUpdated, RulesUpdated, ListingUpdated Has Error? Yes

I've run the listing quality analyser and don't get any errors?

Any thoughts?

Thanks!  Exactly what I wanted - the guest to sign the contract and submit payment information, but I would have some time to confirm availability before the booking is finalized.