Hello. Long time OwnerRez user, first time posting in the forums. I have serious concerns regarding the payment quote form for guests. Screen shots below. I am receiving more questions than normal from guests when they are reviewing the quote payment page. I have had many guests stop the booking process after reviewing the initial quote page and ask me clarifying questions. I am very worried about the guests who may stop the booking process and do not reach out. I may be losing bookings because guests are abandoning the booking process due to lack of clear information. Examples below...
1.) The most pressing issue is the payment structure needs to appear on the initial page. The due dates and amounts are not shown on the first screen. For example, it is not clear that my payment policy is $300 due when booking and remaining balance due 45 days prior to arrival. Not having the payment structure is causing a lot of confusion. Guests would have to fill out all the information and make their way to the last section before the payment structure is revealed. The last page is 'grayed out' until the other sections are completed.
2.) I would like the Security Deposit to say "Refundable Security Deposit". The verbiage underneath should say "Credit card hold reserved 3 days before arrival"
3.) I would like ability to manually add more verbiage to the Cancellation Policy section. I could add notes describing the payment policy and cancellation policy in more detail. Right now is sounds too strict by saying 'No Refund Issued for Any Reason'. Guests are under impression that full payment might be due now and is not refundable. This is not true, as only $300 is due at time of booking if greater than 45 days prior to arrival.
4.) The time period to purchase travel insurance is not displayed. It is up to 30 days before arrival for standard insurance. It within 14 days of initial booking for CFAR. This information should be disclosed to guests.
A proper quote with the correct information that is clearly displayed upfront is critical for guests to proceed with the booking process. Please let me know your thoughts on these items. Have other OwnerRez hosts expressed similar concerns?
