General Help and Questions

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Hi Michelle,
Sorry I couldn't reply sooner, I had to step out. I just sent you a message via contact form.
Thank you,
Ella

Ella, if you don't mind, message me through our help desk (send a ticket through Contact Us page or use help@ownerreservations.com) about the person you signed up. I took a quick glance at some reports, and I don't see what you're referring to.

Thanks for signing up others! We don't have a report you can look at per se, but we do a monthly report internally and send out payments via PayPal. It tends to be faster as an internal process than spending the extra time (for now) to expose it all in the app. But that's our goal eventually.

Hello :)
Curious as to how we can track affiliate program? I have joined and sent someone a link but do not see a way of seeing any results, besides hearing from that they have signed up.
Thank you,
Ella

Don't delete the property - you'll lose all that data! Just set the property to Disabled which make it stop appearing in most places throughout the app. If you don't care about the data and really truly want the property completely purged, you'd have to reach out to support for that. But the per-property pricing will be based on enabled/active properties, so disabling is the way you want to go.

Just realized we might be talking past each other here. I was assuming you saw the public pricing page here and were wondering about this:

https://www.ownerrez.com/pricing

But in re-reading what you said, you may have seen the updated Billing page under the My Account area and click the "what rate do I pay" link which takes you to a Usage Pricing support article.

That Usage Pricing support article is actually not correct for legacy users (such as you). Legacy pricing is staying as it is until the announcement which means blocked-off time and imported bookings are still free. But that's just for the time being.

Hi Sam,
Thank you for replying. Makes me feel a little bit better to know I have some time to figure things out.
Also, I will be deleting 1 or 2 properties soon as I will no longer take bookings for it(nothing to do with ownerrez). On one of the forum posts it states that to delete a property you have to delete all Associated bookings, but this cannot be done if payments have been processed, so not sure how? Will I have to reach out to you / the support as to which property I want to delete?
This will happen in the next few days.
Ella

Hi Ella,

Good morning. We've talked about a coming pricing overhaul for a long long time - probably about 18 months - both with specific users directly and with warnings around the app that talk about premium prices and coming changes. We started and stopped the pricing change several times over the past year as we considered what was fair and how the market is changing (many users booking primarily through listing sites now, etc).

At any rate, we are DEFINITELY NOT changing pricing on everyone without an announcement or warning. That's not how we do things!

What you are seeing on the public pricing page is for new users (those who are signing up right now). If you look on your account billing page, inside the app, you'll notice that your plan still refers to legacy usage pricing.

We do plan on making an announcement shortly. Look for that in the coming month from Paul or Chris. We are asking all users to switch to per-property pricing (what you see on the pricing page) as it is a much more fair pricing structure for how our product is used, given how bookings now originate on other sites and a variety of other factors. I won't go into that in detail here - Paul or Chris will talk about that in their update. We will continue to offer Usage pricing for grandfathered users who still want to use that, but that is changing as well. I don't want to step on the toes of what Paul and Chris have laid out on this so I'll leave it at that for now.

~Sam

By coincidence, I noticed today that pricing structure has changed on OwnerRez and that users who pay per-use will now be also charged for block of time? I do not remember receiving an email notifying us of this?
That's terrible news for me if true.
Ella

I'm interested in tracking traffic to conversion and conversion value. The details you outline above would be perfect.

We have GA integration which you can configure by adding your GA ID in the Google Analytics Tracking section of your profile (under Advanced Tools).

That will trigger pageviews and events on widgets and bookings.

We don't have the e-commerce stuff hooked up, but it's something we could add. What are you looking for there, exactly? A transaction sent on booking confirm page, with items for each charge lineitem?

Does OwnerRez support eCommerce reporting in Google Analytics? If so, how is that enabled at OwnerRez?

Thanks,
Craig

Yep, we just noticed a glitch between the auto responder and the new theming.

That should now be fixed.

Can you run through a test inquiry to yourself through VHR and let me know if it's working on your end?

Wonder if it is related to the latest upgrade.
Got an inquiry via Vacation home rentals. I have auto responder set up for that which was working couple of days before. The inquiry was quotable. It showed "quoted" but there was no email created. I had the settings to quote available dates even if commented. Inquiry number ORI800286996
the auto-response was not created or sent, had to do manually, so what you will see there now is the email quote I sent.
When checked auto responder settings, they seem normal.
and even after I sent a quote email, the inquiry status is still showing "unanswered".
Thanks

They tried later at night and it worked. Thank you.
Ella

We had an error earlier tonight based on an update pushed out. That should now be fixed.

Have the guest try again and let me know if it works this time.

Hello,
A guest is unable to pay invoice/quote # ORQ911540. He gets the following error:
" The was an error trying to submit your booking.
Fatal error occurred during booking.
Please use the buttons below to update your information and try again"
I logged in to processor/Braintree and no errors there.
Please let me know what could cause this.
Thank you,
Ella

Hi BlueMtnCabins,

Yes, this is basically saying that the "remaining balance" that the scheduled payment is supposed to collect is $0 so nothing was collected. The "ERROR" language is misleading, and we do plan on changing that.

As a side note, the guest does not get any email or notification from this - only you do. So don't worry that the guest saw a message about their payment erroring.

-Michelle

I had one renter who paid his balance due early (using link).
But on the date of normal due (30 days prior to check in) I received the email:
A scheduled payment of $0.00 for booking # ORB656392 just ERRORED

Here are some of the details...

Property: Appalachian Escape Cabin
Guest's Name: XXXXX XXXXX
Error Message: The collection amount must be greater than 0.00.

I would think that system should detect that due have been paid and NOT generate ERROR email (or at least generate something like BALANCE PAID IN FULL BY DUE DATE)

You can do that through the calendar import, available in each property. It's not quite "instant", fyi, but we regularly update throughout the day. You can also use the Update Now button to update immediately if need be.

Here's an article that walks you through the setup: https://www.ownerrez.com/support/articles/calendar-import

How do I set up AirBNB to send an instant book to OwnerRes? I have it setup so blocked dates on ownerres block the AirBNB calendar but not the other way?

Thanks,

Claudia

OK. It looks like that did the trick! Thank you'!

OK, I looked at the logs and it appears that Airbnb is adding an extra event for that with a title of "Not available" and no other info.

I just posted up a hotfix to filter out those sorts of events before they are imported -- can you try putting back the settings on a couple properties and we'll see if the filter works and doesn't create any more spurious blocks?

Bummer, they blocked again this evening...likely because I set the cutoff time at 10:00 p.m. You should have the logs to check, and as an added experiment I changed cutoff time to midnight.

OK. Did you have any of the block issues this morning? I want to look at the new logs and see if there is a way for us to auto filter that out.

That fixed it. I modified the settings in AirBnB to allow same day bookings on 2 properties but not the other 2. Bingo...only the 2 that didn't allow same day bookings blocked calendar for the day. I've modified settings on all 4 and it seems fixed. I'll let u know.if anything changes.

Ok, we're now capturing all of the iCal for every sync. Let me know if the issue pops up again and I'll review the logged items for that.

If it is Airbnb adding spurious events for minimum days in future, hopefully I'll find a way to filter those out and we can skip that.

Hmm, that could be. We're also adding more logging on this side in a hotfix tomorrow to try and get more data about what's going on.

This continues to happen. I have a new theory, my settings in AirBnB didn't allow guests to book "Same Day". I just modified these settings on 2 of the units and left them in place for the other 2. I'll let you know what this shows!

Damon