General Help and Questions

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Hello,

I'm fairly new to OwnerRez and trying to set automatic notifications so that my cleaners know when turns are taking place. Two questions on this:

1) I set up a Custom iCal Link under the Calendar for one of my properties. However, when my calendar updates with a new booking, the new booking is not showing up for the cleaner. I also added the iCal link to my phone (I subscribed to the iCal link/feed) to see how this works and the same is happening. I linked it both to my iCloud calendar and to my Google/Gmail account to no avail. It only shows whatever bookings were already present at the time I subscribe to the feed. Future/new bookings are not updated. How do I get the iCal feed to update with these new bookings?

2) I also read somewhere that you can set up cleaners with third party notifications when a new booking comes in and when guests check in and out. Where do I set that up?

Thank you!

Thank you Rex,

Makes sense now. It does work on our Ownerrez hosted page, and good to see that Airbnb ignore it anyway.

Thank you Rex,

Makes sense now. It does work on our Ownerrez hosted page, and good to see that Airbnb ignore it anyway.

Yes, there's an option for that in the Settings of your Hosted Website - you can select how (or if) you want your rates displayed.

Hi - can you tell me if this functionality to turn off the nightly rate table was implemented and how to do that, if so?  I have recently started using Price Labs, and I have noticed that on my website, when I put in arrival and departure dates, the total displayed is correct, but the nightly rate that gets displayed is showing the range for all nights on the property, not for the nights in the booking range entered.  Therefore, the range is showing $115-$298- which seems unreasonable when shown that way.  It is only a range of about $20 if it is pulled from the booking range entered, which is much preferred.  

Thank you!

The most common cause for this is when the Pet Fee is set up without a Pet multiplier. 

This should be set as "Pet for every ## above 0 up to Property Max". Airbnb and Vrbo only send one pet fee no matter the multiplier, if you only want one flat fee you can set ## to your property max number of pets (commonly 1 or 2). If you want to charge per pet for direct bookings you can set ## to 1.

hi all, New to OR platform and just setting things up. i think i have it all sorted,  and hoping to use the API to update airbnb etc, then i came across a weird issue. 

We have 5 properties, i created a pet fee surcharge and applied it to all properties, i set each of the properties to allow pets (ask owner), i then see this message on the LQA:

"Pets are allowed, but no pet fee is configured. Usually if pets are allowed there is an associated surcharge for pet fee."

I have our own domain pointed to OR, and the hosted website set up, when i check availability, i see the option for pets, and it correctly applies the fee. 

Have i found a bug or am i missing something? 

Thanks in advance. 

Colin

I'm having this same problem.  I'm trying to process a refund for something and the card used for the payment has expired.  However, the customer did enter an updated expiration date on their Security Deposit, as it also failed, so they entered the new date and then it went through.  So, the updated card expiration date is in the system, but when I try and enter a refund, it only gives me the payment 1 or payment 2 to link to and both have the expired expiration date and it fails.  How do I get around this?

I haven't returned their security deposit yet as their stay just ended yesterday.  Is there a way I can link the refund to their security deposit that has the updated expiration date?
Thanks,
Kari

Please write in to the Helpdesk with the ORB number of that booking.  You should also reach out to Resort Cleaning to investigate.  I do not believe we push changes to them, but booking status and parameters are available for them to poll.

I have some questions on how this works as well.  I had a booking scheduled via AirBNB API that the dates were modified.  Is this booking change supposed to get automatically pushed to Resort Cleaning?  If so, this wasn’t the case for me, I had to manually adjust it.

Second, I am considering combining two properties using the adjacent properties/mutual blocking feature within Owner Rez,  does this get pushed to Resort Cleaning as two separate cleanings?  Do I have the option to push it as one or two based on how my cleaner charges me?

Hi,

I'm setting up my payment method for Stripe and I'm going through the prompts and, it appears, I'm almost done.  On the last page when it says 'Let's review your details', it's telling me I have missing information in the 'business' section.  It's looking for a business website... I don't have one yet.  How can I get past this error?

Thanks,

Tim

Wow. Always in favor except when they should be and aren't! I got robbed of 1500 for a website before i found you guys. I didn't win.  

Stripe should offer a protection for this. Paypal would have my back! 

Well if i have to play the legal game, then i will. In 8 freaking months! 

Thanks so much for the helpful reply!

I'm afraid that's just how the credit card payment processing system works.  Buyers can always dispute charges and almost always win; when there's a dispute, the disputed amount is immediately removed from the account of the merchant and held in escrow until the dispute is resolved, which nearly always is in favor of the buyer.  There are a few services that provide what amounts to chargeback insurance, but they are extremely costly and not generally worthwhile.  Unfortunately, chargebacks are kind of a cost of doing business.

The only real protection, if you call it that, is our signed Rental Agreements.  As a legally valid and binding contract, if the guest does not comply with the terms by paying you as agreed, you can sue them in small-claims court.  In most cases, they won't appear in court and you'll win by default, whereupon you can take further legal action with the sheriff's office where they live to collect the debt.  Not fun, and not fast, but it's possible.

Hi Matt,

You can find the Quote Expiration under Defaults on the Property > Rules page.

Where is the feature located now?  I can't see a Billing tab on a property. 

The guest booked VRBO so payment processed through Stripe. They disputed it a month later and Stripe just took it right out of my bank account. They say it'll be up to 8 months before i get it back and that's only if the bank they use agrees in my favor.  

The guest claims they tried to withdraw the dispute but then they went silent after that.  

This is not right at all. Is there no way to protect us better from this type thing happening??

You mean, temporarily hide the listing on Airbnb?

https://www.ownerrez.com/support/articles/channel-management-api-integrations-airbnb-common-issues-questions#hide-listing

Hello.  How do I snooze a listing with ownerrez?  I want to make sure I can remove the listing from AIRBNB but still communicate with guests? 

@BlueMntCabins... You ought to buy the domain name smokeymountaincabinsbyowner.com (note the extra "e" in smokey) and then have that auto-redirect to your real one.  Every time I go to look at your site, I always spell it wrong and put the "e" in. 😆

Is there plans in the future to have the ability to grant access to the CRM without having to give full admin privileges?

Yes, and it is actively being tasked and scheduled.  "Tiered Access" is what we call it.

Hi PacVIew!  We actually just started working with a new WordPress designer for our large PMs clients that want a totally unique experience.  He is using our WordPress Plugin to connect OwnerRez data but designing completely custom WordPress sites for customers.  If you are interested, reach out to our help desk with a message asking for the WordPress custom dev contact, and we'll put you in touch.

Dori, Chris...  Thanks for your candor!  I appreciate your frustration, believe me, and 2022 was supposed to be "the year of accounting" over here.  We've had a lot of meetings about it and tasked out a lot of stuff.  Frankly, we continue growing on many fronts and have had to tackle some major PM and Channel work along with some dev-ops and sys-ops stuff to handle the growth.  We pride ourselves on having solid features that work well and save our users' time, but the QB feature is (and has been) lacking and does not meet that standard.  I don't want to promise any ETA on new work, but we are aware of how far behind it is and plan to address it in 2022.  One of the big first steps to that is a feature we call "Deposits" that will complete the loop on linking payments with actual bank deposits so that you reconciliation can be to the penny.  That is very close now to be scheduled.

I am looking for a developer that can help us build out using the APIs our own booking and guest portal website.  In the past we have had sites built on a WordPress foundation with our prior property management system.  We are open to that or any other possible options.   We would love to know if any of you have built your own and could recommend  developers for us to contact?

Yes, note that specifically states "The exception is... software-connected Hosts."  That would be OwnerRez.  :-)

Here's more resources that are useful in handling this:

https://www.ownerrez.com/support/articles/channel-management-api-integrations-airbnb-common-issues-questions#offline-secdep-complaints

It is confusing on AirBNB

Well, you don't have to disable the entire API, just disconnect that 1 property for the 5 minutes it takes to make the change, then connect it back up again.

If I want to create a custom link in airbnb, but I am linked via API, would you recommend I disable the API, while I make the changes? 

No, that's normal - when you're using the Vrbo API, your Vrbo dashboard calendar should be ignored.

https://www.ownerrez.com/support/articles/channel-management-api-integrations-vrbo-common-issues-questions#bad-calendar

None of the issues I reported have been resolved. I remain frustrated with the integration, but I simply don't have the time to disentangle it. I do wish OR would lower the price given a) all the issues, b) the lack of fixes and improvements and c) the price of the QB integration is still nearly half the cost of the OR system (which in comparison is so much more robust than the QB piece). I wish I could recommend this to others, but I just can't. 

PS: I want to add that ironically, much of my frustration stems from how excellent the OR system is and how responsive the OR team is to issues and bugs within their flagship product. I do think OR is top-notch. I just wish the team had the same commitment to this QB integration as they do to improving the OR system itself. 

So...7 months later--how are we looking? I'm working with a professional bookkeeper now (doing books myself was too overwhelming!) and we'd like to explore the ability to sync OR (so she doesn't have to bill me as much for data entry!). Are we making progress towards addressing these issues and perhaps even going live with the overhaul that was mentioned as being in the works last year?