General Help and Questions

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Hi Laurie,

Those are some great questions. The process is very simple when adding it, but let me answer each of your bullets.

1) You are not responsible for any of the pricing or calculation information. It's automatic and the guest can select it, as an option, right when accepting their quote. If the guest has paid for travel insurance, you can see it under the Booking > Insurance tab.

2) No, you do not need to collect or remit tax. The travel insurance add-on is not even part of your quote or booking payments. It's handled entirely separately. The booking/quote charges will not mention it whatsoever.

3) Yes, it is a separate transaction. It will not go through your credit card merchant account. It is paid for directly through a connection we have with Travel Guard who charges it on their side.

4) Yes, we send the guest a copy of their policy and a list of common questions and who to contact for claims. That process, and the phone line for it, is managed by Travel Guard.

5) Yes, you can see it on Booking > Insurance page. From that page, you can also send the guest a link to buy it after the fact if they decide that they want it after booking.

6) No, you do not need to change your cancellation policy or mention it in your renter agreement. If the guest cancels and makes a claim, that is done by Travel Guard (who sends them their money back). You do not need to do any refunds or send any money.

7) Yes, you can use the PDFs that are shown there. The other thing you can do is prepare a test quote for yourself, after turning on the travel insurance settings, then look at the quote acceptance form (as a guest would) and click the "What is this?" link next to travel insurance. That would open a section which will provide you with more links and PDFs you can use.

Hope this helps,

-Michelle

Hi, we would like to activate this feature for our bookings, but I have some questions...

1. Does the insurance purchase appear anywhere on our quote? Are we responsible in any for calculating pricing, or is the whole insurance purchase process automated and outside our normal quote process?
2. Do we need to charge tax, or is the business in anyway responsible for paying or collecting tax on this purchase?
3. Is this a separate transaction, not associated with our credit card merchant transaction for the booking?
4. If a customer elects travel insurance, is all necessary documentation and contractual language supplied to the customer directly through Travel Guard? (Are we out of the loop? Refer any further questions to Travel Guard? Is there anything we need to know to support this product.)
5. Will there be a record anywhere in our booking that indicates this customer purchased travel insurance?
6. Do we need to add anything to our contract in regard to having offered Travel Guard as a cancellation protection option?
7. If we were to refer to this product on our website, I would assume it would be fine to apply/incorporate the descriptive .pdf files you referred to in the support information.

Thank you,
Laurie Elliott
Riverside Properties
laurie@riversideproperties.org

This issue is now fixed.

We just overhauled the tax system, and it looks like it's interfering with the quote charge ordering. The total should be fine, and bookings are fine. I'm looking into this as we speak and should have a fix out shortly.

I don't know if you know about this issue. If I put a discount on the charges page and save it, it goes to the bottom of the invoice under the taxes. It looks fine and charge is correct but if I go to change the quote again, it includes the other items above it in the discount including my fees. I don't know what it's actually charging if someone books... if it's the discount on just the rent or the whole booking...

Hi JJ,

At the moment, there is no form that will update the card info without taking payment. You would have to collect the card information from them offline and entire it. We do have that added to our development roadmap already - the ability to switch cards - but it not yet been scheduled for work.

-Michelle

I've been taking tiny deposits for people booking future calendar years. Then I pull the remainder of the 50% deposit on March 15th.

Some people want to use a different CC for the 2nd payment, which is less than the full amount. The payment link allows them to add a new CC but only for the full balance. Is there a way they can add a new CC online or do I have to call them all and type in the info directly?

thanks,
-JJ

Thank you!

Can't wait for the OwnerRez connector.

Nothing scheduled yet. If you're curious, we're working on these items right now in development:

- Turning taxes into reference items (a day or two away)
- QuickBooks integration (very close, few days left)
- Damage protection
- Our big OwnerRez Connector project to by pass walled garden listing sites
- Centralized messaging for guest messages in and out

Are you looking for a dump of inquiries or bookings with email address? The default export, available in the Export button at top right of the Inquiries page will give you an Excel file with guest info including email. You can get the same thing for bookings by going to the Bookings section, List view (in top right), and filtering for all time.

Note, this will only include email addresses we have, so if the inquiry came from AirBNB or HA/VRBO stripped the email you won't be able to access it this way.

Hi guys,

Is there a report out there that gives us the list of Email addresses of potential guests? Can we select by Bookings and/or by Inquiries?

Now that HomeAway is charging guests up to 10% in Service Fee, after the owners are paying them to list with them, we would like to contact potential guests to inform them there is way to avoid the extra fee...hence, OwnerRez, or other software programs.

Potential new customer may be coming to you very soon. :)

Claudia

Thanks. Any idea when this change might be in effect?

Good morning Ella,

That's a great question. Yes, we are expanding triggers - we have a number of development updates coming there, but most of them are on the criteria side. For instance, increasing the type of events for when triggers are sent or which bookings/quotes qualify.

At the moment, we don't have any updates planned for sending it during certain hours or specifying the time zone to be sent in. However, that's a really great idea. I can see how that could be frustrating for you depending on where in the world you're sending from. And it's true that some types of trigger emails may be better received by the guest later in the day or even in the evening.

-Michelle

Unfortunately, that is not possible at the moment. But it's something that're planning on adding as part of our result-to-settings migration. Basically rules will move to settings where they can be broken apart and have criteria like which seasons and properties to run for. At the moment, all rules are one-to-one on properties.

Is there anyway to set the minimum stay by season? For example, we only allow week stays in the summer but allow 2 day stays in the offseason. I need this capability to be able to allow guests to automatically book online.

Hi there,
I'm wondering if you are planning on implementing a bit more detailed settings for triggers. Emails are sent right before 4 a.m., after 3 a.m. eatern time with the current settings and don't work very well for me.
Having either specific hours or at least windows of hours would be a lot better.
Case example: I have an automatic email to be sent a day prior to departure with certain reminders about check out. It would be nice if that email arrived sometime in the afternoon, not the moment the guests wakes up.
Guests staying only two nights receive this email right after spending the night and I think that's a bit too early. Sending in the morning of check out however it's a little bit too late for me.
Thank you for consideration.
Ella

You guys are awesome, problem solved!!! Thank you again!
Keep up the good work.

Best regards,

Diego

This is now fixed. Have the guest retry the checkout.

Hi Diego, we already see the problem on our side and will be fixing this shortly. Thanks for your patience and I apologize for the error. You are the first Brazilian PayPal user we have encountered and there are a couple of unique things about the way PayPal Brazil does things. This should be fixed shortly.

Hello Chris,

I sent a quote to a client, and then I tried to verify sending a quote to myself and when me and the client tried to do the checkout through the Paypal button it is not redirecting to the Paypal's website, and showing the message error below:

We could not establish a connection with PayPal to set up the payment.
The response from PayPal was unsuccessful. Please review the following reasons: - (10401) Order total is invalid.

Can you please fix this up as soon as possible, so my client can finalize their booking.

Best regards

Fixed.

Let me know if anything else comes up.

Hi Chris,

One other issue that I caught is that the travel insurance is now at a 700% rate.

Best regards,

Diego

It is working!!!

Thank you, Chris!

Best regards

This is now fixed.

We're looking into this as we speak and should have a fix out shortly.

Hello,
My company is based in Brazil and today I figured out hoe the culture works and I changed to Portuguese (Brazil) with my currency symbol R$, but when I tried to change the charges on a quote it does't allow me to change showing an error message, as shown below:

Your changes could not be saved. Please review the following problem and try again:
Newtonsoft.Json.JsonSerializationException: Error converting value {null} to type 'System.Decimal'. Path 'Amount', line 7, position 17. ---> System.InvalidCastException: Null object cannot be converted to a value type. at System.Convert.ChangeType(Object value, Type conversionType, IFormatProvider provider) at Newtonsoft.Json.Serialization.JsonSerializerInternalReader.EnsureType(JsonReader reader, Object value, CultureInfo culture, JsonContract contract, Type targetType) --- End of inner exception stack trace --- at Newtonsoft.Json.Serialization.JsonSerializerInternalReader.EnsureType(JsonReader reader, Object value, CultureInfo culture, JsonContract contract, Type targetType) at Newtonsoft.Json.Serialization.JsonSerializerInternalReader.CreateValueInternal(JsonReader reader, Type objectType, JsonContract contract, JsonProperty member, JsonContainerContract containerContract, JsonProperty containerMember, Object existingValue) at Newtonsoft.Json.Serialization.JsonSerializerInternalReader.SetPropertyValue(JsonProperty property, JsonConverter propertyConverter, JsonContainerContract containerContract, JsonProperty containerProperty, JsonReader reader, Object target) at Newtonsoft.Json.Serialization.JsonSerializerInternalReader.PopulateObject(Object newObject, JsonReader reader, JsonObjectContract contract, JsonProperty member, String id) at Newtonsoft.Json.Serialization.JsonSerializerInternalReader.CreateObject(JsonReader reader, Type objectType, JsonContract contract, JsonProperty member, JsonContainerContract containerContract, JsonProperty containerMember, Object existingValue) at Newtonsoft.Json.Serialization.JsonSerializerInternalReader.CreateValueInternal(JsonReader reader, Type objectType, JsonContract contract, JsonProperty member, JsonContainerContract containerContract, JsonProperty containerMember, Object existingValue) at Newtonsoft.Json.Serialization.JsonSerializerInternalReader.Deserialize(JsonReader reader, Type objectType, Boolean checkAdditionalContent) at Newtonsoft.Json.JsonSerializer.DeserializeInternal(JsonReader reader, Type objectType) at Newtonsoft.Json.JsonConvert.DeserializeObject(String value, Type type, JsonSerializerSettings settings) at OwnerRez.WebApi.Delta`1.TrySetPropertyValue(String name, Object value) in D:\Dev\OwnerRez\Source\branches\hotfix\OwnerRez.Application\WebApi\Delta.cs:line 121 at CallSite.Target(Closure , CallSite , Object , Object ) at Newtonsoft.Json.Serialization.JsonDynamicContract.TrySetMember(IDynamicMetaObjectProvider dynamicProvider, String name, Object value) at Newtonsoft.Json.Serialization.JsonSerializerInternalReader.CreateDynamic(JsonReader reader, JsonDynamicContract contract, JsonProperty member, String id)

I would like to know how to fix this issue.

Best regards

Perfect, thanks!

Hey Jacques, you don't need to use the check payment method to do what you're after. You can have them use a credit card (instead of check) and have the card available to charge later all at the same time. It won't charge them until you confirm it later on.

Just select "credit card confirmation required" on the quote. That does all the following:

- pending booking is created
- credit card is confirmed with a 0$ transaction so that you know the guest is legit
- credit card is stored against their booking so you can use it for payments later

When you're ready to make the booking final, go to the pending page and click finalize. It will remove the pending flag, take the first payment and set up the scheduled payment/secdep all at once.

I set up the check payment method, so that looks like it'll work perfect to automatically go into the 'pending' mode, and save it for the week while the mail travels.

For people wanting to hold dates while they wait for vacation approval, I think I'll just have them put $5 down or something, so that I'll have the CC on file and can then set up payments or refund it, etc. I did end up canceling the booking, making the quote available for them to finalize again, but it took me a couple extra emails back and forth.

thanks,
-JJ