General Help and Questions

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Thanks, Ken!

New user here -- do I have to retype the message into OwnerRez, or will the templates I've been using on Airbnb continue to be sent automatically?

Ahhh.... my eyes thank you for the option.

There can be many reasons; the most likely is that your APIs are not connected/active.  Please write in to the Helpdesk with specifics so we can investigate.

Just wanted to let you know we're working on an update that will add an option so you can turn the candy striping on or off.

hey,

I'm trying to use rate adjustment feature to incorporate each channels commission I pay. But it's not pushing the rate adjustment through.

Any reason to why this is not happening?

Cheers

Not that we're aware of, but, you could reach out to Operto to double-check.

Good Morning, I noticed a few bookings didn't come through into Operto. (Which I love BTW).  Is there an issue right now?

Thank you Ken.  I had a recurring season (4th of July), so that explains why it didn't take over.  It is a 5 day recurring season inside of a two-month window.  Would be nice if the recurring ones could get the same treatment though.

There isn't a way to manually set a priority, but, the season that is shorter and more specific (i.e. not repeating) is what will have priority.

There isn't a way to manually set a priority, but, the season that is shorter and more specific (i.e. not repeating) is what will have priority.

Is there a way to set a priority on a season?  I recently had two conflicting seasons and the lower-priced season won out, thankfully I caught it before it was booked.

Use case: One seasonal rate for a long time period, in my case it was July & August.  I had a season for the 4th of July with a special higher rate.

I ended up modifying my July & August season to start after the holiday, but if I had a holiday in the middle of a multi-month season, that would be a fair amount of extra work to make that happen, especially if I had multiple holiday seasons.

I did not see anything in the seasons settings that indicated a priority.

Vrbo charges their 3%/8% commission on the total rental that you process through their platform.  If you don't want them to charge you to process it through their platform, take those non-compulsory items off of their platform and offer them separately.

Why use two separate systems and complicate things unnecessarily when OR can fix the bug/issue in the system?

As I said before, Normally you'd expect OR to make  VRBO aware that some of these extra charges are compulsory and some of them are optional, so that VRBO would not get a commission on these optional extra charges that has nothing to do with them (if I sell the guest an airport transfer, or guided tour, what is this to do with VRBO?). Also as I said before, my guest representative from VRBO acknowledged that they are supposed to get commission on only compulsory surcharges, NOT on the optional surcharges.

The only fee I have is cleaning fee and it was subject to commission when I had commissioned listing (now on subscription). Cleaning fee is mandatory and is shown in quotes. I do not add fees after booking. Also I would think if you sell service to guests AFTER booking , then VRBO is not involved (just bill guest via Ownerrez), so how would Vrbo even know to apply commission? 

VRBO knows what extra fees you add to your booking after a booking is made because OR has API connection with VRBO. Normally you'd expect OR to make  VRBO aware that some of these extra charges are compulsory and some of them are optional, so that VRBO would not get a commission on these optional extra charges that has nothing to do with them (if I sell the guest an airport transfer, or guided tour, what is this to do with VRBO?). Also as I said before, my guest representative from VRBO acknowledged that they are supposed to get commission on compulsory surcharges.

So, I'm still waiting an answer from OR support.

Isn't there anyone else who sells extra products/services to their guests and concerned about the commision they pay unnecessarily up VRBO for these extra products/services?

i definitely get that the automatic use case could be really complicated, especially if all it does it move a day or add a day on the end.  That's why I think manual is a good stop-gap until the automatic use cases can be clearly defined.

That's a great suggestion, and we may add that as well. We're also looking into whether it makes sense to automatically reset any triggers when the booking dates change. This will require some research on our end.

Thanks for the suggestions! 

Seems like the simplest would be to make it manual, and those drop-downs to the right of the triggered emails, add a pick for "Reset" (or whatever name makes most sense) so it acts like the conditions that caused it to happen before didn't actually happen.  I can then pick that menu for appropriate emails individually after the triggers misfire the email for whatever reason.

Unfortunately, at present there is no feature to reset the triggers.  We're looking into it, but it's more complex then you might expect to make it work in a sensible way.

Vrbo will charge service fees on the higher of the original or modified total.

Hi Ken! Is this still the case or has it been updated with an easier way? Will VRBO charge the guest service fee on the discounted rate or the original request to book amount?

I had a guest first cancel their reservation on the day of arrival and then request to move it to another set of dates further into the future.  I was able to do all the moving and accounting parts of it, what I'm not able to do is to reset all the timed/triggered emails that were already sent to the guest, so that they'll send again when the new dates get closer.  (for example, reminder that the security deposit will get taken 3 days before arrival, etc.)

Is this a new feature request or am I missing something?

Vrbo charges their 3%/8% commission on the total rental that you process through their platform.  If you don't want them to charge you to process it through their platform, take those non-compulsory items off of their platform and offer them separately.

The only fee I have is cleaning fee and it was subject to commission when I had commissioned listing (now on subscription). Cleaning fee is mandatory and is shown in quotes. I do not add fees after booking. Also I would think if you sell service to guests AFTER booking , then VRBO is not involved (just bill guest via Ownerrez), so how would Vrbo even know to apply commission? 

any fees chargeable to the guests are subject to commission. 

Who says so? My VRBO acccount manager doesn't say this... She says only compulsory fees are subject to VRBO commission but other fees  are not...

I can see the idea behind it... and assume it was requested... but I too would greatly appreaciate ability to revert (or choose differnet solid color for blocked dates).  It's visually disturbing to me as well (and not something I'll eventually adjust to).

any fees chargeable to the guests are subject to commission. 

Is there anyone from OR who'll reply to this thread? VRBO says only compulsory fees (extra charges) that are part of the inseparable part of the booking are subject to VRBO commission but currently all of the surcharges entered in OR, even the optional ones such as airport transfers are commissioned by VRBO because I believe something is missing between VRBO and OR API configuration.

Can someone from support give an answer?

Unfortunately, at present OwnerRez doesn't have functionality for that.  However, most email clients have the ability to set up a filter to detect emails of a particular type and forward them onwards to another address.

That was my last resort.  Thanks for confirming.

Unfortunately, at present OwnerRez doesn't have functionality for that.  However, most email clients have the ability to set up a filter to detect emails of a particular type and forward them onwards to another address.

This is probably a simple answer but I can't find the info in the documentation.  My wife and I manage a couple of properties.  I have setup multiple messages to be sent at different times of the booking lifecycle.  I am receiving the guest responses by email.  How can I add my wife as a recipient for these responses.  Also, I am using the PM module and have added her for portal access.

Hello Chris,

Thank you for your feedback...

Actually my guest representative from VRBO was surprised about this. She was clearly stating that only compulsory fees (e.g. extra person fee, compulsory cleaning fee etc.) are subject to their commission but nothing else. I'm also in touch with OR and waiting for their answer. I wanted to make sure that everyone is aware of this glitch/issue, so nobody overpays commission to VRBO unnecessarily.  

Hi all,

Bit of a technical question here ...   I'm having an issue when I try and paste my OR website into Facebook.  When I do it, I don't get an image.  It only shows the link that I paste in.  After doing some research, it appears I'm getting this error:  "The' og:image’ property should be explicitly provided, even if a value can be inferred from other tags."  Basically, Facebook can't find the image (i.e. first picture).  Any ideas how to correct this?  In my research, it's suggesting I have to install WordPress and then another piece of software and it just seems overkill.  There has to be a way to get this attributes updated so, when I paste it, Facebook has everything it needs to resolve to the image.  TIA