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Staff Reference » Onboarding Procedures
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ProConnect Setup Steps

ProConnect Setup Steps

  • Keep the Zoho ticket open and add questions as you go along.
  • Keep a tab open with Status Tracker and update items as you go.


To start a ProConnect setup, send the client the Property Import Spreadsheet and the complete list of questions.

Property Import Spreadsheet
  • Go to Tools > Import/Export > Export Properties and download the Property spreadsheet for your specific client, so it contains all info already in their account. Make sure to add the column headers/explanations if you send them an exported spreadsheet.
Setup Questions
  • To send the complete list:
    • There is a macro called [ProConnect - CSE] Questions for Queue Clients for non-Property Management clients.
    • And you can use the [ProConnect - CSE] Questions for PM Queue Clients for anyone you know is PM.
    • These have all the standard questions we ask, including property management questions.
    • Modify the list of questions you are sending based on whether or not they've answered any previous questions or have done some work in their account already.
      • Note: you can also activate the Status Tracker and do an "audit" on the account to see what has already been done and update the tracker and the bullet points simultaneously.
Introduction Call

Call the client for a brief introduction. This is a phone call - not a video call.  

  • No answer - leave a short voicemail introducing yourself and follow up with an email letting them know you just left a message and include any action items needed at that time. You can also ask which of the 4 options for setting up an account they would be most comfortable with.
  • Contact made - introduce yourself, review how the ProConnect process works, and set expectations. Remind them that the goal is to complete the account setup in 45 days. Tell them about the Vrbo delay and that you will be looking to initiate the connection as soon as possible to get them in the queue. 
    • Sometimes clients don't do well getting all the questions every time. Don't be afraid to ask if your client would prefer to work on small sections of questions at a time.
    • Be aware of other options we offer clients, including our Express service, which aims to set up the account within a week.

When the client returns the spreadsheet:

  • Review the spreadsheet for errors/omissions
    • Remove any entries that will cause an error, such as "n/a"
  • If they filled in sensitive data that goes to Guest Instructions, let them know when that is available to the guest and if they still want to list that or change it to "Supplied prior to check-in."
  • Confirm property names on the spreadsheet are exactly the same as those already in OwnerRez. Any variations will create a new duplicated property.
  • If they didn't include any Headlines, copy over the property name or insert "HEADLINE NEEDED." The appropriate Headline will be imported during the Listing Content Import.
  • Import the spreadsheet - Tools > Import/Export > Import Properties
    • The first time, select "Error" - we do this to make sure all the property names match
    • On the next import, select "Overwrite" so you don't create duplicate properties.
      • Go to the Properties page and confirm no new Properties were created as duplicates. You can easily see if this was done by looking at the "Added On" date.
    • Confirm that the properties are mapped
      • Go to Settings > Identifier Mapping
      • Click on Map Airbnb and/or Map Vrbo, then click on each listing number and confirm that it takes you to the proper listing. (Make sure our client is the one shown as the host in the listing. If not, ask the client to be sure it's the correct listing.) You can confirm the proper listing by matching the names of the properties. If there are no identifiers on the listing, ask the client to verify each.
        • NOTE: If the listing is an old HomeAway one, add an "ha" at the end of the number, save and try again. HomeAway numbers can be used in the Vrbo mapping box with an "ha" appended.
Adding New Properties

There are 3 ways to add a new property

  1. Property Import Template
  2. Properties > + Add Properties > One Property or Multiple Properties - this only allows you to add the name and address of the property.
  3. Properties > Import > From Airbnb or From Vrbo
    • Import listing from Vrbo first, as they tend to have more detailed info. Then, import from Airbnb, but uncheck Photos; otherwise, duplicates will be created.
    • Using the link from Identifier Mapping, copy the web address for the property from the public listing site.
    • Paste the link in the URL field.
      • Delete any characters that come after the property number in the URL (if it's a HomeAway listing, you'll need to keep the "ha" as part of the property number.)
      • Select "Create a new property"
        • Or, if the property has already been created in OwnerRez, click on the property.
      • Make sure all boxes are checked (unless client has told you NOT to import something)
      • Hit Import
  • NOTE: If you are setting up many properties, request Chris to do a background import of the Listing Content.

PROFILE INFORMATION

Contact Info - this information is found under Settings > Theming

  • Business Name
  • Business Phone
  • Business URL - if they don't have one, then see if they would like one of our Hosted Websites. See an example here.
  • Logo - upload if they have one. Must be in gif, png, or jpg format.
  • Business Email Address Social Networks - if you have Facebook, YouTube, Twitter, or Instagram pages, please send over those URLs.
  • Social Networks
  • Confirm Header and Footer sections look correct.
  • Go back to the Properties tab and click on the property. Then follow the menu items on the left, filling in all appropriate information.

PROPERTIES

General Info
  • Time zone (globally set in Settings > Culture but is automatically done based on address)
  • Calculation Overrides - leave all fields blank
  • Confirm that Sleeps (Max) matches Occupancy (Max). If they don't, ask the client what sleeping arrangements would make up the difference (air mattress, sleeper sofa, etc.)
Calendars
NOTE: If they use another PMS, they will not have access to Vrbo iCals. Ask that they send over the PMS Export iCal and check if that PMS is on the list of approved iCals to import (https://www.ownerrez.com/support/articles/pms-icals-add). If they are, then add them to their account. If they aren't listed, send to dev@ownerrez.com and ask if they can check the iCal. If approved, send a note to someone with editing permissions to update the docs.
Custom Fields
  • Skip for now unless the client needs fields added. These are good to use when multiple properties have different information - WiFi, Parking, Lockbox, etc. You can create a custom field for each and then use that in the Rental Agreement or Templates.
Rules

If you imported data from Property Import Template, then everything on this page will either be those rules or our system defaults. You must confirm that the Cancellation Policy has been selected if they use a custom policy.

  • Legal Agreement
    • Leave Default - "The agreement will be chosen based on criteria at time of booking."
  • First Payment
    • Enter the rule and amount
    • Offline payments can be left to default
  • Cancellation Policy
    • First, go to Settings > Cancellation Policies and create a new policy.
    • Come back here and select the appropriate policy
  • Pending & Auto Cancellation
    • Leave all defaults unless different information has been provided.
  • Second Payment
    • Enter number in the "Due" field
    • Leave all other defaults
  • Security Deposits
    • Enter the amount to hold
    • Enter Days Before Arrival – if too far out, the hold will expire, and another hold will be put back on (typical setting is 2-3 days before arrival) 
    • Confirm Release Days (typical release is 7 days after) 
  • Defaults
    • Confirm check-in/out from client or websites (Be sure to set these first under Settings - Check-In / Check-Out
  • Size Restrictions
    • Enter Maximum Guests
    • Confirm Adults, Children, and Pets and enter the maximum amount if allowed
  • Minimum Night Restrictions
    • Confirm from client or websites
  • Maximum Night Restrictions
    • Confirm from client or websites
  • Booking Window
    • Lead time - Confirm from client or websites
    • Max Days In Future - Confirm from client or websites
  • Changeover Restrictions – leave as is unless provided information
Third Party Alerts
  • Skip for now unless the client needs contacts added
Accommodations
  • Shared spaces – select the type of Accommodation
  • Complete parking and Dining info
  • Confirm all other information was imported correctly.
  • Look at pictures to see the dining situation and enter under "Dining." Suppose there is a breakfast bar, type in that information in the text box.
Amenities

Send an email to the client asking them to go in and add details to each category.

  • Type of Property
  • Living Area
  • Minimum Age Of Primary Renter
  • Pets
  • Smoking
  • Children
  • Events Allowed (Airbnb does not allow this)
  • Long-term Renters Welcome
  • Cameras/Surveillance
Channel Rules
  • After you start the API process under Settings > API Integrations, you must return to this page and select the appropriate fields. These only need to be changed if a specific property has a rule different from what is in the API.
Description
  • Confirm that the descriptions from the different platforms were imported correctly.
  • Ensure the Headline and Short Description fields don't exceed the Airbnb character limit. If it does, the page character counter will help you adjust. Or you can paste it into Word and go to Review - Word Count to see how much needs to be edited.
Guest Instructions
  • Check-in Type - select "Lockbox" until confirmation on the type.
  • For other fields, enter "Supplied prior to arrival."
    • These fields are shown to guests after the booking has been paid on Airbnb, so let the client know if they don't want details there.
Health & Safety
  • Send an email to the client asking to confirm the info is correct and to add details.
Location
  • Enter the physical address
  • Click on "Find from address"
  • Direct the client to this page to confirm and update.
Photos
  • Confirm photos have been imported. Look for any details that can help fill in other fields.
  • Check to see if all pictures have captions. If a lot are missing, direct the client to the page to update.
    • ***If the property is ONLY listed on a website and not on any OTAs, you or they must upload at least one photo.
Rooms
  • Confirm all other information was imported correctly.
  • Confirm if bedroom/bathroom has an ensuite

SETTINGS

PRICING

Seasons
  • Make sure there is a base season that covers the entire year.
  • Find out the client's seasons and holidays and set them up accordingly.
  • Only change the "Rules" if they want to override the global settings in Property - Rules.
Rates

NOTE: You can skip this step if they are using Dynamic Pricing. They will need to go into that software and initiate the API connection to OwnerRez.

  • If they already have properties set up in Vrbo or Airbnb, these were imported earlier when you imported the listings.
  • Import spot rates from Excel
  • Click on the "Seasonal Rates" link and enter the appropriate rates
    • If there are a lot of Seasons and Properties, you can export the Seasons into a template and add the rates, then import back into the system.
  • Once Seasons/Rates have been set up and confirmed by the client, you can delete the spot rates.
Surcharges
  • Create new surcharges like cleaning fees, pet fees, etc.
  • Make sure surcharges for Airbnb have one of the allowable keywords - Airbnb Surcharges FAQ entry.
Discounts
  • Create any discounts the client wants to offer.
Taxes
  • Confirm if their OTA is collecting any portion of their taxes
  • Ask them to break out the taxes by state, city, local, etc.
  • Direct them to each tax and enter their Type, Business Tax ID, and Registration Number

RULES

Holidays
  • Holiday Settings - leave default settings
  • Holiday Lists - select which country's holiday list should be used
  • Custom Holidays - leave as-is unless the client asks to setup
Cancellation Policies
  • Create a Cancellation Policy and select the appropriate refund policy.
    • Use "Yes, but it's complicated" to enter multiple scenarios
    • Cancellation fee – none or flat fee, no % option
      • If they want to withhold a 3% fee, then reduce the refund from 100% to 97%
Check-In / Check-Out
  • Select the appropriate times and time zone if not set already

CHANNELS

API Integrations
  • Do not turn on until all data has been entered and confirmed.
  • Only the client can activate the connection with Vrbo.
  • We can activate the Airbnb API, but they need to start the process by connecting OwnerRez with Airbnb by logging into their Airbnb account through OwnerRez.
  • API with Airbnb does not pull in financial data, so Channel Bridge will still need to be run periodically.
  • If they have custom cancellation policies, they need to include those under House Rules.
  • Airbnb
    • Channel Rules
      • Cancellation policy - you will need to pick the policy closest to what they have on Airbnb. When choosing "Super Strict," you will get a message that "Business Account Verification & Identification (BAVI) required." Click on the hyperlink to confirm (the client needs to do this since they will have to log in to their account).
      • Booking Mode - ask the guest which one they would like to choose
      • Turnover days - leave default
      • Professional Hospitality Business - select No
      • House Rules - only enter rules that aren't covered somewhere else in the system
        • Guests are required to sign a Rental Agreement.
        • A security deposit hold of $XXX is required prior to arrival and will be released 7 days after checkout, provided there are no deductions.
        • Minimum age to rent is XX years old.
        • A pet deposit of $XX is required.
        • Deposit to be processed by host on guest's credit card.
    • Security Deposit
      • Mode - OwnerRez
      • Amount - Use Property Amount
    • Booking Window
      • Lead Time - match to what they want in Property > Rules
    • Rate Adjustment
      • Ask client if they want Airbnb rates to be increased.
    • Options
      • Damage Protection - can be left checked regardless of whether or not they activated Damage Protection. It won't have any effect unless DP is turned on.
      • Map Location - leave default of "Use property default"
      • Max Guests Rule - Use Guests
  • Vrbo
    • Credit Card Payments
      • Mode - do you want to allow instant booking or Request to Book?
      • Security Deposit
        • If you set up a security deposit in Property > Rules, then check "Schedule a security deposit using OwnerRez property rules" and "Don't show in Vrbo guest charges. Instead, I have stated the security deposit hold and amount in my house rules."
      • If Card Fails - leave default settings
      • If Pending Expires - leave default settings
    • Booking Window
      • Leave default settings unless told otherwise
    • Channel Rules
      • Cancellation Policy - Select "Custom: Use the OwnerRez property policy (if not set, use No Refund)
      • House Rules (wording is an example, but these categories must be listed)
        • Guests are required to sign a Rental Agreement
          • A security deposit hold of $XXX is required prior to arrival and will be released 7 days after checkout, provided there are no deductions.
        • Minimum age to rent is XX years old.
        • A pet deposit of $XX is required.
        • Rental Agreement Example - Auto-generate from Legal Agreements
      • Rate Adjustment - only select this if the client wants to adjust their rates up or down from the rates set elsewhere in the system.
      • Email - select "Send Booking Confirmation"
      • Options
        • Damage Protection - can be left checked regardless of whether or not they activated Damage Protection. It won't have any effect unless DP is turned on.
        • Map Location - select "Use property default"
Calendar Import/Export
  • Enter the iCal links from the client (they MUST supply these to you). Once the Airbnb API has successfully been activated, the system will automatically remove the iCal links. The Vrbo iCal links must remain as a backup to the API.
Channel Bridge
  • The ProConnect setup email will include instructions on how the guest can run Channel Bridge. Only they can generate the files, but we can upload them the first time to make sure everything goes right. If you need to see if they have run CB in the past, you can find the files in the SA of their account.
Custom Sources
  • Add "Website" in the Name field and the URL in the Domain Name field.
  • You can also add referral sites. Some clients want to track which people take reservations, so you can also add a person's name here.
Identifier Mapping
  • Enter the listing numbers for each property in the respective platform. Test the link after entering to ensure it takes you to the right property. This should have been one of the first things done when setting up an account, so if you follow these instructions in order, you can skip this.
    • If you used the template to upload the property information, the listing numbers will be here from the import. Just double-check for accuracy.

MESSAGING

System Messages
  • No work needs to be done here
System Alerts
  • No work needs to be done here
Templates
  • Set up any templates the client sends to their guests, like follow-up requests for a signed rental agreement, Welcome packets, checkout instructions, etc.
    Try to consolidate similar templates by using field codes.
Triggers
  • Set up triggers for the templates that were created.
  • If you are importing booking information, do not set up triggers until after the last import.

MY WEBSITE

Hosted Websites
  • Clients who want to use our Hosted Website feature will need to enable that Premium feature themselves in the billing section.
    • We will set up the site, but they will be responsible for editing and customizing it.
WordPress Plugin
  • This feature does not have a lot of documentation so check with the team if this is a request.
Widgets
  • Not needed on OwnerRez hosted website
  • Confirm they have created new ones if they host their own site.

BRANDING & LEGAL

Theming
  • Covered above under Contact Info
Verified Email Domain
  • Go to Settings > Verified Email Domain and enter their domain address. Send the instructions on how to verify their domain. If they don't have a domain or don't want to verify, mark nobug-Verified Domain in SA.
Form Messages
  • Skip this section
Culture
  • Already set up at the beginning of this process
Legal Agreements
  • They are set up automatically at the time an account is created.

FINANCIAL

Payment Methods
  • The client will need to set up an account with a Payment Processor. This process can take more than a week, so it is important to stress that they get this process started ASAP. Stripe is the quickest to set up, but it may not be a good long-term option. They can't use PayPal with Vrbo.
Travel Insurance
  • Find out if the client would like to offer this option
Damage Protection
  • This is an "all or nothing" option based on how the insurance companies must mitigate risk. However, it doesn't have to apply to bookings already on the calendar.
  • Only the client can turn this option on - the system will have them sign an agreement after they select the coverage levels and any available channels to opt-out of.
  • If they want to opt-in, go to Settings > Damage Protection to turn it on. Will be applied depending on selections to API or iCal-connected channels.
QuickBooks
  • This premium feature is not often used, so check with the team for help.

WORKFLOW & DEVICES

Door Locks
  • Clients can sign up with a 3rd party lock company and create an API connection with OwnerRez. There is a fee from the other companies for this service.
Custom Field Definitions
  • If the client wants to create new fields that aren't found in our software (additional guest names, ages, pets, etc.), then you would make those here.
Tags
  • Skip this section unless asked.