General Help and Questions

Sort by

• Newest Reply
• Newest Topic

I set up AirBnb and VRBO thru OwnerRez. They are both integrated and update the same and the calendar reflects bookings from both.

I have read the articles but I am very confused if I should have each tax listed amd then pay the tax to state, county and city or does VRBO and AirBnb? I know that they have an agreement setup but is it different for me because I use API in OwnerRez?

Is there a way to customize the cancellation policy per booking using Request to Book status? For example, if I run a 10% off discount for a "No Cancellation" policy, could I have a Vrbo guest ask about this and allow me to adjust their quote before confirming their booking? I would also need the cancellation policy to change in the rental agreement.

I've got a booking widget on my website, located on a "Reservation" page that has all of the possible fields and it works fine.

However, on the HOMEPAGE, I want to show a more streamlined widget that just allows for date selection and guests. I cannot seem to find any option to limit what fields are shown. I can't even remove the "Discount Code" field which seems pretty obnoxious. Is there a way to customize the widget fields for different styles/purposes or are we just stuck with what's there?

Or maybe I'm overlooking something?

Hello,

I have reviews that were not transferred from Airbnb to my direct website, how can you help ?

Best regards 

Marcel Barbus 

It looks like RentMount has already integrated with some channel managers, you could certainly suggest that RentMount write to OwnerRez's open API so they can be integrated here, too.

GVR has no say about your connecting to other channels. If you choose to give a discount on RentMount, that won't affect GVR, just as your pricing on Airbnb & Vrbo does not need to match GVR. For Google, it is about your website pricing.

Until they API connect, you may be able to iCal connect to RentMount; that means setting up your listing and pricing manually on their site.

I received an email from Mount asking if I'd like to list our property on their site. This is from their email:

Here’s what we’re hoping to do: connect our travelers directly with hosts like you—no third parties, no middlemen. We want to make it easy for them to book directly with you, bypassing the traditional channels, while you gain access to quality guests. In return, we’re simply asking if you’d be willing to offer our community a special discount. Think 5-10% off or an additional night if they book a certain number of days.

But it seems to me that this would create inconsistent pricing and therefore get in trouble with GVR. Am I correct?

How do I get someone from OwnerRez to respond quickly to a time sensitive issue?  I have already emailed the person who helped me onboard.  She finally did respond via email (4 hours later) with information that wasn't helpful...plus she provided information for only one question (i had 3). This is the issue with having support only via email...there is no enteraction.  So I responded to her email, that was almost an hour ago and still have not heard back.  Again this is time sensitive.  I can't wait 4 days to get on the phone with someone.  I have to say I am currenly very disapointed with OwnerRez Support...it is seriously lacking.

Actually, it's still doing it when I decrease my desktop window just a little bit, the menu goes to hamburger. How can this get fixed? Seems like a glitch. Even for smaller screens (like a phone) the menu reads correctly -- just that one particular screen size makes it change.

Can you check your display settings? If you are zoomed in too much, you might see the hamburger instead. I was able to check your desktop view and saw the names of the menu items across the top.

Oddly enough, it's working for me right now, too. Thanks for checking it out!

Can you check your display settings? If you are zoomed in too much, you might see the hamburger instead. I was able to check your desktop view and saw the names of the menu items across the top.

I've noticed recently that the menu on my hosted website is displaying as a hamburger or sandwich instead of the page names across the top of the desktop view only. I didn't make any changes to the page that would trigger this and I can't figure out how to fix it. Anyone have any thoughts on this?

Anything that will help more this year??

Ran across this post... making sure you're aware you can do this now:

https://www.ownerrez.com/forums/go/75034

Hi Michael,

The Line Item Pivot does break out those surcharges and discounts individually, but you can also see them rolled into their own respective columns in the Charge Totals section within the same report:

While these are not customizable, it sounds like this may have been what you were looking for. With regard to your suggestion on manually setting column header descriptions, I would suggest you see if this has already been suggested in our Feature Requests forum. If not, go ahead and add it so that other users can upvote your idea!

https://www.ownerrez.com/forums/requests

I have had an owner rent exclusively with me for three years. 
She did very well with me. High ADR and not many vacancies. 
Recently, she listed the property with another broker. 
If any of you have to share a listing, how do you deal with it? There are lots of problems with sharing listings. Algorithm rates, calendars etc..

I would appreciate your feedback. Anyone?

Is there any way to specify headers for Surcharges and Discounts?  I have several similar surcharges and discounts that I would like to have listed under one column header. For example, we have varying Weekly Discounts based on previous guest, specials, etc. I would like all those to show up in one column such as "Weekly Discounts" instead of discrete columns with headers that don't make sense or are extremely long based on the description. Allowing us to manually set column header descriptions in export spreadsheets would be very helpful.

Thanks,

Michael McDonald

----------------------------------

Hi James,

Could you write in to the Helpdesk at help@ownerrez.com with an example of where you're seeing this language displayed?

Guest receives 50.00% if cancellation occurs at least 30 days before arrival; No refunds within 30 days of arrival.

Checking your Cancellation Policy, I see the following:

Fifty percent (50.00%) of the total booking charges will be refunded if the cancellation is made more than 30 days prior to the arrival date of the reservation. For cancellations made within 30 days prior to the arrival date, no refund will be issued.

The above should also be populating in your Rental Agreement for Direct and Vrbo bookings. So I'm curious where you're actually seeing that language that cut things much shorter than the full policy details I'm looking at here. Is it on a channel you're seeing this? Wherever it is being displayed, there might be a different Field Code you can use so that it displays the language in full.

Give us a shout at the Helpdesk and we'll gladly dig in for you and see what can be done to address this concern!

Omg, you’re awesome! That worked. Didn’t think of that earlier. 🤦🏻‍♀️

thanks!!

Hey Alyssa,

Try filtering your inbox for only Unread messages. Do you see an old message pop up that is still marked as unread? Give that a try. If you don't see anything, please write to us at help@ownerrez.com and we'll be happy to take a closer look!

I recently saw this info on a forum post. Had you tried these steps?

Apparently you can choose to request a certain category:
Go to the listing, click property I believe and it will show categories. Then click learn more. Scroll to the part that says “change categories” or something similar. There’s a link that says “elevate”. Click on that and it will take you to a sign on page where you put your Airbnb log in and it will show all your listings and categories to change. It is said you can request to add/change a category.

The link you added above will take you right where you need to go to request the category, it's better than the steps I posted above:

https://elevate.translated.com/categories

 reply

Ticket sent in a few hours ago..    happy to jump on a zoom and share what I learned from AirBNB..

Frustrating if AirBNB Category's are search filters and we can't update them ourselves.

Any updates on this?  I have lost my Ski In / Out category.

I just tried to add it with Elevate tool.   Has anyone had luck with this?

AirBNB is blaming OwnerRez

https://elevate.translated.com/categories

Hey Jason,

Please write a ticket in to the helpdesk so we can have a closer look! help@ownerrez.com

Screenshots and links are always helpful, if you could include some.

Any updates on this?  I have lost my Ski In / Out category.

I just tried to add it with Elevate tool.   Has anyone had luck with this?

AirBNB is blaming OwnerRez

https://elevate.translated.com/categories

Hi!

My inbox remains with a (1) next to it indicating that I have 1 unread message, but I do not. All messages have been read and I’ve even clicked at the top of each page of the inbox to ‘mark all as read’. But the green 1 remains indicating that I have one unread message. How do I get rid of that? It’s driving me crazy 😜 

OR Team and All,

Is there any update on the ID upload and guest verification solution? 

Jacob 

Hi Jacob,

You can capture guest IDs by way of a Custom Field Definition. Steps for how to go about that can be found here:

https://www.ownerrez.com/support/articles/capture-additional-fields-on-checkout-quote-acceptance

Note that OwnerRez itself can't do anything with that ID. It would be a manual process on your end to vet these guests and make sure that the proper identification is supplied.

If you're looking for automated vetting options, I would suggest looking into some of our partner integrations here who may offer something along the lines of what you're looking for:

https://www.ownerrez.com/integrations#Insurance

OR Team and All,

Is there any update on the ID upload and guest verification solution? 

Jacob 

Hi James:

Generally, you want to make any changes to an Airbnb booking on Airbnb.com and allow the change to sync to OwnerRez.

You are changing properties and there is one issue that can make that complicated. When Airbnb checks availability to allow the booking to move between properties, they check the entire length of the booking- in this case, all three weeks. If those dates in the past are not available, the guest will be unable to accept the change.

Airbnb would tell you to modify the existing booking to the two weeks and have the guest book anew for the final week. Most hosts do not want to risk refunding and still having the guest rebook.

You could ensure the entire range of dates on the original booking are open on the 2nd property and request a booking change in Airbnb.
https://www.ownerrez.com/support/articles/move-booking#on-channel-airbnb

If you need assistance, feel free to write to Help@OwnerRez and include the original booking info plus confirm the target property to which you have moved the guest.

I've got a property that's set up like this:

First Payment: 50% required up front

Second Payment:  Due 30 days before arrival, collected automatically

Cancellation Policy:  Guest receives 50.00% if cancellation occurs at least 30 days before arrival; No refunds within 30 days of arrival.

So, officially the first payment is non-refundable.  We're very clear about it in the rental agreement.  But the "guest receives 50%" language in the cancellation policy keeps tripping us up because it leads guests to believe they're going to get their deposit back.  They don't receive anything if they cancel 30+ days out, we just don't charge the second 50% payment.

Is there a better way to configure this combo of payment schedule and cancellation policy?

There is no way for you to affect the order of your photos on Google. Both photos and, descriptions & headlines are AI edited on GVR. Google completely controls how they present the listing info synced from OwnerRez. 

You will likely, also see the aggregation of photos and descriptions from other instances of your listing (from Booking.com, Blue PIllow, Bring Fido, etc.), and you have no control of how Google handles that. 

I have a guest who has booked an apartment for 3 weeks. Unfortunately a pipe started leaking so I moved them to another apartment. It took 4 days for me to get the leak and everything tidied up.

So I have 1 apartment blocked out with an Airbnb booking for 2 more weeks which doesn’t have anyone in it.

The 2nd apartment has the guests in and I’ve blocked it off for the rest of their stay.

Is it possible to unblock the first apartment?