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Internal Diagnostics and Processes

This article is intended for internal OwnerRez use only, as a repository for notes on how to diagnose various problems or complete processes.

Best practices for debugging. Start here.

  • Check errors
  • Go find specific surcharge
  • Determine the criteria
  • Go back to the rules and compare

Specific Issues, Problems and Processes

When does billing take place after a trial ends?

Trials end at 11:59PM UTC of the day listed as the trial date. Payments will generally run around 3-4AM Eastern the morning after the trial ends, however it may run a few hours early if a system release is published after Midnight UTC (current bug: https://github.com/ownerrez/orez/issues/7721).

Where did a payment or security deposit come from?

This is shown in the audit log:

Why was a payment or security deposit recorded on the wrong booking?

The most likely cause is that a template was sent to a guest that, rather than correctly using the appropriate field code, instead used a specific link that should have been used for a specific (different) booking.  Look in the template for an orez.io link - these should rarely if ever appear in the template.

Sending a Renter Agreement link goes to a page saying "All done! Your booking has been completed"

This is a common problem if the System Message template for "Send Renter Agreement Form To Guest" has been edited to use the {BUFIXUP} field code and there is already an Agreement on file for the booking. 

To fix this, create a new email template for requesting an additional lease (different from the "Send Renter Agreement To Guest" template you're currently using to ask for the RA/secdep/photo id). Use the BULEASE link in the new template. 

Then instead of using Legal > Request e-Signature (which will always use the Send Renter Agreement Link To Guest system message, go to Email this Guest and switch to the new template that uses the BULEASE link.

OwnerRez Export iCal stopped working as of January 2023!

The iCal has been updated as of January 27th to add time zones to each booking. If anyone reports not seeing events after this date on a certain connected system, they need to go back to that system's support team to have the iCal reader adjusted for time zones within each booking (which more closely follows the iCal system design). Previously, we listed the time zone at the top of the iCal instead of on each timestamp. This was updated in a system release on January 27, 2023.

NOTE: This was already corrected for 365Villas/MauiOwnerCondos.

Booking.com API credit card - Change processing method

It is uncommon to need to change the credit card processing method for Booking.com but it is something that we have control of through the BookingConnect portal. This would primarily to be confirming it's set to "All Details" but some clients (Central/South America) may need it set to None so they can manually process through a third-party payment system.

Sign in to https://connect.booking.com and search for the property's Hotel ID. Open the Hotel details and then click Property Settings. The next page that opens will have 4 tabs, click to the Settings tab and the Credit Card Data setting will be there. 

"All details" will send the credit card number, expiration, and CVC/CVV. Card details may still be visible within Booking.com's Extranet but CVV will not.

"No CVC" will send the card number and expiration. CVC/CVV should be visible within Booking.com's Extranet.

"None" will not send any card details to OwnerRez.  All card data is kept within the Extranet for manual access.

Payment link source (BUFIXUP or other)

 If you send manual or automatic messages to guests by copying and pasting you'll want to make sure you are using the correct link. The difference is the character in the middle: a "c" or a "p" will direct them to a credit card entry form. An "f" will go to the point of contact form, which only requests credit card information if necessary.

I have 10+ properties and your site says you can help me import their listings!

In order to do so, all properties need to have their listing IDs filled in (for Airbnb and/or Vrbo) in Settings > Identifier Mapping. At that point, if all listing numbers are included, escalate direct to Chris to have the import run from the back end.

Airbnb/Vrbo are not allowing a guest to make a booking

Occasionally Airbnb will give a "400" error or Vrbo will give an "Oops" error when a guest is trying to make a booking or an Airbnb host is trying to modify an existing booking. Both of these are temporary server errors on the channel's side. There is no Tier 1 troubleshooting to be done within OwnerRez, the user should try again in an hour or two. If issues persist with Airbnb's 400 error after retrying, escalate to Tier 3. 

 

Custom Website Property URLs are configured but broken Hosted URLs are still being used

This error can happen if the client switched from Hosted Websites to Custom Websites using Widgets. If the Hosted Website premium feature is still enabled, this may happen with Widgets.
Solution: Disable the Hosted Website feature (enable WordPress Plugin first if that is being utilized for the custom site).

 

 

 

How do I view the Houfy reviews feed for a property?

 

Because the Houfy API uses the same HA-XML structure as Vrbo does, you can access the XML feed of reviews that we send Houfy by modifying the feed link for Vrbo reviews on the same property.

Example: orp5b5d963x, channel id ora7ccdd5c6dx

 
https://fast.ownerrez.com/haapi/haxml/ora7ccdd5c6dx/reviewindexget?listingExternalId=orp5b5d963x
 

Houfy Channel ID  ora7ccdd580ex for the same propertyorp5b5d963x:

https://fast.ownerrez.com/haapi/haxml/ora7ccdd580ex/reviewindexget?listingExternalId=orp5b5d963x

 

WordPress Plugin contains outdated information

If a client's WordPress Plugin is showing outdated information after they made changes within OwnerRez, the plugin Cache file can be "bounced" to refresh it. This is located within Settings > WordPress Plugin > (Plugin name) at the top right of the page:

Once this has been completed, the client may also need to clear the cache on their browser to see the updated details.