General Help and Questions

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Yep, send it over to help@ownerreservations.com and I'll have a look. Very interesting because the ones I have only show the reservation once, then a separate "resolution payout", like this:

09/05/2017,Payout,,,,,,Transfer to *****1234,,USD,,801.00,,
09/05/2017,Resolution Payout,,,,,,Resolution payout for resolution 3428667,,USD,74.00,,,
09/05/2017,Reservation,SOMEJUNKCODE,09/04/2017,3,Jane Doe,Cabin in the woods,,,USD,727.00,,23.00,0.00

It gives and error something about 2 rows for reservation. Just to be clear, AirBNB doe not have taxes in my area, so how I handle it, is that after initial acceptance of the request, I send "price alteration" for additional amount" that is for tax. So what it does that it creates to 2 payouts for same reservation, for ex: $1000 is one amount (rent plus cleaning fee) and $100 for tax. each of those has its own "host fee". Which, in spreadsheet, results in 4 rows per one reservation. I can send you sample downloaded excel.

Does it give you an error or unexpected results? It's designed for that mode with the taxes Added to Airbnb amount -- that's exactly how I do my properties as well.

As far as I've been able to determine, Airbnb doesn't give any info in the export on the taxes. They also don't have any way of mapping the resolution payout to the reservation -- no matching confirmation code, dates, or even property. So we import what we can -- a payment for the reservation amount in the Airbnb file, taxes based on your tax rates, any surcharges you set to be added. If you have separate resolution payouts, you still have to add those payments manually :-/

Chris, I have tried the import and when it works, it is sleek! but in about half of my reservations it did not work, I think I know hy.

My rates on AirBNB do not include tax; AirBNB does not collect tax in my area; so for all instant book requests, i have to do this: accept, then send 'alteration' to increase the subtotal by the amount to account for 12.75% tax. So that results in 2 rows, for example:
3/5/2017 Payout Transfer to *****4083 USD 116
2/17/2017 Reservation B9PPRJ 4/18/2017 5 Brittany SXXXXX Appalachian Escape Cabin - Gatlinburg-Pigeon Forge USD 116 6.12 0
3/5/2017 Payout Transfer to *****4083 USD 907
2/17/2017 Reservation B9PPRJ 4/18/2017 5 Brittany SXXXXX Appalachian Escape Cabin - Gatlinburg-Pigeon Forge USD 907 47.88 0

the amount of $116 is a tax that was collected separately via "alteration".
I think that makes import choke and not import. I don't know maybe I need to manipulate the CSV before importing to sum the charges and fees by reservation....

Heh! Guess we need a button for that eh?

Easiest way is to email help@ownerreservations.com

Ok. Heh, how do I create a support ticket?

Can you send over the file you're using in a support ticket? We'll have a look and see what's what.

Whoa... I knew there was a reason that I occasionally look at these forms. This is awesome and will help my workflow a lot!! Unfortunately being in Canada, I cannot import anything yet. I get two errors per transacation

- Couldn't parse Date value '18-09-2017' in row 1 column 0 as Date
- Only USD supported currently. Contact us for other currencies

I hope you can solve those two because this would be great for me. I do this manually so I can produce a report for my maintenance guy who gets a percentage of my rental revenue.

I just tried this. Pretty darn slick...I had to adjust a few of the parameters and import a few times but I think I figured it out!!

Ahh, OK! Just wanted to make sure you didn't have unexpected data showing up :-)

Have a look at the new airbnb transaction import: https://app.ownerrez.com/bookings/import/airbnbtransactioncsv. We haven't announced it yet -- released earlier this week.

It's not automatic yet, but it lets you update in bulk from the Transaction History export in your Airbnb account -- will make your bookkeeper's job easier at least!

It looks like my bookkeeper must have updated the booking, I didn't realize she did that :). Bummer, I was hoping you'd figured it out :)

Can you send a couple examples and booking IDs? I'll have a look.

We don't import fees and payments in the calendar import as Air doesn't include them in their iCal. Is it possible you added them yourself at some point?

We just added an import that will populate charges and payments from the Airbnb Transaction History CSV, but you have to upload that to apply them. Look at the bottom of the Tools menu for that one.

I was just looking at some of my bookings and noticed that a few of my AirBnB bookings have the total fee charged and shows payments. Not all of them are this way. Curious why they don't all have the fees shown?

Looks correct now!

We just pushed an hotfix a few minutes back, so you may have seen a layout issue because that deployment was in progress.

Try refreshing your browser and it should look fine now.

correction: ribbons are interrupted for weekends.

Today something wrong with bookings calendar view in dashboard. Bookings are shown shorter then they are, not covering all days and shown on wrong days. for ex. i have a booking sep 7- 10, the calendar view shows the line thru Sep 6- 8 for that booking.

Yep, it was updating the date in the textbox but not the picker. It's always updated the check out date to the next day, but the bug kept the picker dropdown from changing months.

Looks like that issue was introduced last week when we added date dropdowns to the internal Bookings views date pickers.

Fixed and updated now so both areas work.

I noticed that recently that check-out date started to default to the current month. For example,. if I select check-in date Mar 1, 2018, and I want to select check out date, it would be natural to default to a date AFTER March 1, 2018 (or at least to display calendar for March 2018 for the check out date). Instead, it defaults to Sep of 2017 and you have to scroll again through all the months forward to get to desired check out date. I am on firefox. Not a biggie, but I think it started recently.

Gotcha, will try. This is my 1st experience with secdep, thanks

Are you looking at the payment form or the security deposit form? The security deposit form should always only allow credit card or PayPal.

EDIT: I looked up above and the point is to give a payment to get the card and then schedule the security deposit on that. If you want to hide the check and custom instructions on the payment form, go to the booking Rules tab and set the payment days in advance for Check and Custom Instructions to a few hundred so they will never apply. That way they won't show.

FYI, we're currently working on an enhancement for this process that will make the secdep form smarter. Once that's released (due in the next week or so) the secdep form will check the due date and schedule the secdep on the card if it's not due yet -- instead of instantly charging.

One more question. I have set this up as described above. However, when i open the form (I have not sent yet), it shows options to be paid by check or "special instructions' - which would be fine for a regular advance payment, but for secdep being reserved 3 days prior to arrival, availability of "check' payment does not make sense. Is there any way to override the rule and make CC or paypal the only options for secdep? TIA

Same issue I am having with guests. Would really like to at least have time stamps be in our local time zone- PST, and the customization time of day would be ideal. The Check Out email is too rushed for a 2 night stay and most of our bookings are 2 night stays.

Along the same lines...

Too many guests say they did not get an email at all when I know they did (automatic), I am wondering if goes into spam folders because of the proxy address?

In the email tab, I have found that some Check-in emails sent to the guest do not have the "opened" icon next to it and when you drill into it there is no time stamp of when they have opened it....yet they end up Checking-In just fine. (They must have got the email because how would they have known the door code otherwise?) Something is off on the tracking.

Can you email the document to support@ownerreservations.com? I'll have a look.

I get an "error converting document" message when trying to upload a rental agreement from a MS Word document. The file type I'm trying to upload is a .docx as is required. What other issues should I check for in my document that may be causing this problem?

Awesome! Thanks, this works great

Ah, thank you, that explains it - she opted to pay by check AND selected insurance, apparently. That is why I saw the email. By the way now since I was able to add an optional check discount, 2 people already opted to use it.

Yep, optional still works the same way.

However, we recently fixed a hole in the workflow on check bookings and travel insurance. Travel insurance requires a credit card, so before if a guest selected travel insurance but paid with a check or PayPal, you'd have to manually send them the travel insurance link for them to be able to purchase it. There wasn't any automation on that -- the guest would have to notice they didn't get the travel insurance and ask you for the link.

Now, if the guest picks travel insurance and pays the booking with a non credit card method, we note on the checkout that we'll send them an email about it and send out that template automatically. It only goes out automatically if they actually select travel insurance during checkout -- that optional setting is still honored.

We also tightened up the messaging to you and to the guest with the deadlines for travel insurance to cut down on folks that want travel insurance but miss the deadline (day of final trip payment or 30 days before arrival, whichever is later).