General Help and Questions

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Hi,

According to https://www.ownerrez.com/support/articles/custom-ical-links there should be a Preview button to the left of Prefill button if I were to use Fields to customize the iCal content.

However, I am not seeing the Preview button as indicated in the screenshot of help article.

Is this an issue with OR or expected behavior? How can I preview my field codes are done correctly?

Thank you,

Maria

Hi,

I have been trying to integrate with Vrbo through API and recently I received an email from Vrbo with the following content.

This report provides a view to the health of your most recent integration run.

Advertiser: Ascent Sparkle
Advertiser index processing failed with error
Advertiser Olb Provider not found.

Does anyone know what "Advertiser Olb Provider not found" mean? Is this a blocker to the API integration?

Thank you,

Maria

That makes sense. Thank you Ken T!

No, Stripe doesn't charge a processing fee on refunds. Only on initial payments (or if you collect against a security deposit hold or if you collect refundable security deposit). Some users choose to have their cancellation policy only refund a certain percentage and/or a cancellation fee tied to their cancellation policy to cover such costs in the event of a cancellation.

Ah.  Ok, thanks for the response.  So, I’ll just wait for them to pull back the value they placed in there.  I’m assuming I’ll have to pay the processing fees on both sides?  (Which really sucks because I didn’t initiate the cancellation).

Hi Timothy - If you have no funds (or not enough funds) in your Stripe account, they will pull back the amount needed for the refund from your linked bank account. You can see this activity under Balances on the Stripe mobile app or on the Stripe dashboard in your account. It usually takes a couple days from when you initiate the refund for this to occur if there are insufficient funds.

So, I have a guest that booked via VRBO and paid via my Stripe account.  Two days later they requested to cancel.  I approved it and cancelled it via OR but Stripe sent their payment and is now in my bank account.  I need to try and get this money back to the guest.  Should I go through Stripe or should I refund in a different manner?  TIA 

Generally, the system knows that Vrbo platform bookings and Airbnb bookings are not paid via OwnerRez, and so does not send payment messages with links.

Vrbo API bookings are paid through OwnerRez, so those would be sent where appropriate.

Hi,

I am new to OwnerRez and I am going through system messages and a few of them are related to sending payment links to guests for deposit, 1st payment, final payment and so on. I plan to use direct API integration with Airbnb and Vrbo. I have already set up integration with Stripe as credit card payment processor and use Price Lab for data driven spot pricing.

Assuming direct API integration with Airbnb and Vrbo already established, how will system messages related to sending payment links work? Won't Airbnb and/or Vrbo handle payment? What will OR actually use for populating {BUPAY}?

Hello! This work has made it through QA testing. It will be out in our next release, hopefully in the next week or two.

Hi, one thing I really like about OwnerRez is the messaging system.  It does a good job with triggers and it has been at the core of my use for many years.  I have listings on several different sites (Airbnb, VRBO, personal) as per the channel management system in OR

The addition of a whole different messaging system - such as Airbnb is nice, however, I have been forced to create new versions of my messages for that channel.  Although a bit of a pain, I created carbon copies (or close to) of all my messages.  I then use a small numbering system such as  ‘2a – Welcome to renters (email template)’ for rentals through my personal site, and ‘2b – Welcome to renters (Airbnb template)’ for renters through the Airbnb site, etc. I then use a condition based on the channel (as well as several other conditions) to trigger the message or not.  I am assuming that this is the best way to do this.

However, before separate channels, I used to go to the messages tab for a booking and see all the messages valid for the booking and when they were sent.  Now I see all possible messages (eg 2a, 2b, etc…).  Granted if the message is not relevant to the channel, then the trigger condition indicates that it will not be sent.   So everything works but it is so much harder to ensure all messages were sent out.  (ie. The date and channel are not the only things triggers are based on).

Is there a way to have OR present the messages tab for a booking and only show the queued messages relevant to the channel?  For example, instead of seeing ‘2a – Welcome to renters (email template)’ (will not send) and ‘2b – Welcome to renters (Airbnb template)’ (will be sent on Aug 28), I would only see the ‘2b’ message, not the ‘2a’ message that is meaningless to me for this booking.

Just wondering if I am doing something wrong here?  Has anyone a better way to do this?

Glenn

Yes, we actually recently noticed this ourselves and slated it for development.  Our holiday list tables were originally filled a few years ago before Juneteenth was a federal holiday, and those tables haven't been updated since then.  We will get that in there ASAP.

Thanks Ken,

I would obviously have more issues than what I mention if the API wasn't connected. So yes, it is. Just the rate adjustment doesn't work in the API. The airbnb one does not the booking.com one. 

But again thanks, I'll reach out to OR directly.

Can Juneteenth be added to the Federal Holiday list for the US?

Is there a specific reason why OR support doesn't give a reply to this topic?

You bet, I'll send a couple of recent examples your way today. Thanks!

Sounds like there may be an issue with an Xfinity router configuration.  Do you have specific examples you can send in to the Helpdesk to examine?

I'm seeing frequent broken rental agreement links in the emails sent to Airbnb guests after booking. This probably happens with every 5th guest or so, and when they click on the rental agreement link it takes them to an Xfinity page with a 404 Not Found message. Any idea why this could be a spotty but recurring problem, and how I can fix it?

Listing channels only enforce the min-nights setting on the day of arrival, not whatever might be set on any other days during the duration of the stay.

Ours:

Hot Tub Addendum for {PDISPNAME} in Sevier County, Tennessee.

This Rental Agreement Addendum is incorporated into and made part of the Rental Agreement executed by the owner and the Guest, referring to and incorporating the rented Cabin.

There are health risks associated with the use of hot tubs. Guest agrees to use the hot tub at their own risk. The Owner(s) will not be responsible for any injuries sustained by the Guest or the members of the Guest's party when using the hot tub. Guest who signs this agreement will be responsible to advise all other members of their party of all potential hot tub hazards and rules.

1. Before unlocking or using the hot tub, Guest(s) must completely review and understand the hot tub operating procedures found in the Rental Instructions as well as the safety items listed on this page. The Guest is responsible for operating the hot tub in accordance with the manufacturer's instructions.
2. The hot tub is drained, cleaned, refilled, and chemically sanitized before each Guest's arrival. Because the hot tub is completely drained and refilled before each stay, the water may not be warm until the night of the Guest's arrival.
3. Shower before and after using the hot tub. This is because some lotions or makeup mixed with the hot tub chemicals can cause a rash. Showering after hot tub use will lessen the likelihood of rashes related to exposure to the hot tub chemicals. Never wear jewelry into a hot tub due to the chemicals used. Hot tub chemicals can also affect color-treated hair or damage swimsuits.
4. If you have any medical condition (such as but not limited to, heart disease, low or high blood pressure, circulatory system problems, diabetes, obesity) or are taking any type of drugs please consult your physician before using the hot tub. Persons who have skin sensitivities or open wounds should not use the hot tub. If you have consumed or are consuming alcoholic beverages or drugs or have a medical condition that in conjunction with hot tub use may result in drowsiness, do not use the hot tub due to the possibility of losing consciousness with the possibility of drowning.
5. Guest agrees not to use and not allow members of Guest's party to use any type of soaps, shampoo, lotions, bubbles, glitter, or bath oils in the hot tub, as damage to the hot tub and/or skin irritation may occur.
6. If evidence of use of shampoo, bubbles, lotions, bath oils, or other substances is found in the hot tub, your entire Rental (damage) Deposit will be forfeited. Do not take any products or items into or around the hot tub, including glass, which may clog the filter, damage the hot tub, endanger persons, or cause injury, or skin irritation.
7. Do not submerge your head, ingest the water, or allow the water to contact your eyes. The Guest is responsible for keeping the hot tub clear of debris and keeping the area around the hot tub clear of obstructions, neat and organized.
8. Guest is responsible for the full cost that may be due for repair and/or replacement of the hot tub that is required as a result of negligence or misuse by the Guest, or the members of the Guest's party, above and beyond the amount of the Rental (damage) Deposit.
9. Minors must be supervised by a capable adult age 23 or over at all times while in and around the hot tub.
10. Inspect the hot tub water before use. If too hot, cloudy, dirty, gritty, smells unusual, or you have any concerns about the water quality, DO NOT USE THE HOT TUB and call the owners or maintenance for service.
11. The cover must be placed back on the hot tub and locked when not in use or not supervised. This keeps the water warm, prevents debris from entering the water, and keeps minors or unauthorized persons from entering the hot tub. Do not use the hot tub if any of the suction fittings have been removed.
12. DO NOT CLIMB, LEAN, SIT OR STAND ON THE HOT TUB COVER. A damaged/broken hot tub cover will result in {BSDAMT} charge to the Guest.
13. Guest understands that the hot tub is strictly an amenity, and the use of the amenity is not guaranteed under the terms of the Rental Agreement. Any interruption or non-availability of the hot tub will not violate the terms of the Rental Agreement.
14. Chlorine or bromine is used to chemically shock/sanitize the hot tub water when refilled. The plastic chlorine/bromine tab floater contains pellets that provide ongoing sanitizing during your stay along with the filtering system of the hot tub. The chlorine/bromine floater must remain in the hot tub when the hot tub is not occupied by persons. Failure to follow this rule may result in compromised water quality and/or rashes for guests. If the Chlorine/bromine floater is found to be empty of chlorine tablets, DO NOT USE THE HOT TUB and call the Owners or maintenance for service.
15. If the hot tub is used frequently during your stay, be aware that the build-up of bacteria, body oils, and other foreign matter may overwhelm the hot tub's ability to neutralize the bacteria and properly sanitize and filter the water.
16. If you notice any water quality issues, such as cloudy, dirty, gritty, or smelly water, DO NOT USE THE HOT TUB and call the owners or maintenance for service.
17. If using the hot tub after 10:00 PM, be considerate of the neighbors by keeping all noise to a low level. Failure to comply may result in denial of continued occupancy per the Rental Agreement and forfeiture of your Rental deposit and rent.

In the case of a hot tub emergency call 911.  The emergency electrical disconnect for the hot tub is located near the hot tub and is marked by a "Hot Tub Disconnect" tag.

I, {CFULL}, have read and understood these hot tub rules and guidelines and will be responsible for ensuring that all my Guests/members of my party follow the same.

Guest's initials: {BXCXLPOL}

I had this setting . I assumed that any stay that includes Thu, Fri Sat would require to be 4 nights. Vrbo (API) just allowed booking of Oct 7 -9 which is 2 nights. Is my setting wrong? 

Hello Timothy,

I'm very new to Owner Rez so just been going through the details and thought I could give you some idea as to what I have done. 

The Rental Agreement set up in the system by Owner Rez has a whole paragraph about liability and responsibility for a pool/hot tub.  I simply made some adjustments to make it more relevant and personalized to our situation. 

But I think your idea of a template and trigger will also work.  (The only problem with that is the timing of that message going out.  It might be a bit heavy handed to have the message send out upon booking).  

Hope this helps.

Suzy

I couldn't get a satisfactory reply from OR support for this issue and hoped that putting my question here in the forums would help to get a proper reply. Can someone from OR support can give a proper reply ?

Yes, there are templates you can select from - it only takes 5 minutes to set up a Hosted Website. The whole purpose is to be fast and simple for folks who know nothing about creating a website.  :-)

https://www.ownerrez.com/support/articles/hosted-websites

Certainly!

You can find a good general-overview video of what OwnerRez can do here:

https://www.ownerrez.com/support/articles/overview-a-bird-s-eye-view

You can also watch a recorded live webinar demo:

https://www.ownerrez.com/webinar-nov-19-2020-astrho-ownerrez-using-technology-to-manage-your-business

And, we are now offering regular live demo webinars you can join, which are posted here:

https://www.ownerrez.com/webinars

Last, here's a general setup checklist:

https://www.ownerrez.com/support/articles/setup-checklist

And we have a great many videos and support docs on our website, as well as our email Helpdesk to answer questions.

Yes, you would want to set up that message as an OwnerRez Airbnb template, and disable your automated messages that are created within the Airbnb control panel. You can send out the Request for Renter Contact Info (Renter Agreement link) in that Airbnb message and let them know that future communications will be handled via email.

The most common cause of this, is, if you have not yet imported the matching Channel Bridge data for the Bookings.  If this isn't the cause, please write in to the Helpdesk with specific examples of the reviews in question, and we'll investigate.

Other than the YouTube channel OwnerRez has, are there any other set up resources out there for beginner? 
Thank you for time!

Hello! New user. We have 9 small apartments we using this platform for. Sorry, this is a basic question. We paid for the “website” feature on OwnerRez, is there template? Or do I build my own? If I build my own, what am I paying to have with the website feature? Where to start? Thank you. 

HI Ken!

New user here -- my reviews imported but aren't showing so I came here looking for a solution.  Per your advice above I confirmed that the reviews haven't been assigned to a specific property, but when I go to CRM>Reviews it doesn't give me the option to "Change Details" and select the right property. The only option I'm given is to change the display name of the guest.  Please help!