General Help and Questions

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Hey John!

I don't believe we have any door lock integrations that support the WisHome app. You can find a list of all door lock integrations we have here, and clicking into each one should let you know which devices they support: https://www.ownerrez.com/support/articles/integration-door-locks

If none of our door lock integrations support your locks, you can use our manual lock option. This should create door codes for you in OwnerRez, but you would need to manually add the door codes to your locks outside of OwnerRez: https://www.ownerrez.com/support/articles/integration-manual-door-locks

If you have any additional questions, please email us at help@ownerrez.com

Hi,

I have purchased several condos, and they all come with a smart lock. The lock LockMan is made in Japan and managed with the WisHome app.

I have ordered one gateway that should work with it, to connect it to WiFi.

Is this supported by OwnerRez? Are there standards for the API's used across manufacturers?

I've never used a smart lock before, so I have a really basic understanding of how it works.

Hello,

Is there a way to set a forced turnaround on a specific date? 

We have maintenance scheduled on March 13th and would like to make sure that we can accept bookings throughout the week without blocking off the day entirely. To do the maintenance, we would like to force a turnaround on March 13th with a 10 am check-out and a 4 pm check-in. That would allow 6 hours for the maintenance. 

Thank you!

Best, 

Danielle

Hi Carole!

There are a few different factors that could be causing those triggers not to go out. Could you please write in to help@ownerrez.com and provide the ORB# for some bookings so we can take a look, along with the URLs for messages that didn't go out when they should have?

I am in a market that receives a lot of asme day bookings. It seems that my messages are not going out to these guests and I am having to quickly send messages manually through the channel. How do I get the message to go out to a guest even if it is a same day or last minute booking?

Hi Bill!

The review link you can send to a user is the {BUREVIEW}, which goes to the OwnerRez review form. I don't know of a way to reference the channel review link in a message.

If you'd like to have your Channel guests review you on the Channel they booked on, you'll want to include in your template message that the Channel will send them a link to write a review and encourage them to click on that link when they get it. 

Here's an example template you might consider:


Here is our Trigger Examples help article for other options:
https://www.ownerrez.com/support/articles/trigger-examples#scheduled-after-departure

Forwarded the original alert email to help@ownerrez.com

Hi Alin,

Please email help@ownerrez.com with this guest's details so we can investigate and discuss booking specifics that we cannot talk about over a forum post.

This is a first, haven't seen this one before. In my understanding, I should NOT see anything like it ever, as at its core, that's what OR should prevent: double bookings.

(see attached screenshot)

I message this guest using BDC admin portal. That also seemed to make OR trip really bad since now inbox has a message without a booking, so clicking on that message just causes the interface to spin endlessly 

what now? BDC admin portal does not allow me to cancel this reservation since is handled by OR and OR is freaking out.

What I'm looking to achieve is the following. After a guest stays with us and has booked through a channel (Airbnb, Vrbo, Booking, etc.), I would like to request that they leave a review and provide a link to the review page on the channel booking website. It seems the only review link available is for the one within Ownerrez, and not the channel/OTA itself.

Is there any way to reference the review link for Airbnb, for example?

Suzee,

Thanks for sending these. I looked for Airbnb forum articles but did not see these. The guest article would be a great resource.

The host article seems less helpful. I do include this language in house rules, but it's not clear what they mean to "disclose the actual terms" in the listing or message thread? I wouldn't expect the full text of the renter agreement to be added to the house rules, but the agreement would comprise some of the "terms". This isn't a big concern since I would generally be flexible with cancellations in this case.

Cory

Congrats on being a host! I know you're looking for the perspective of other owners as well, and I wanted to mention a couple of Airbnb support articles relating to guests signing Renter Agreements that may be helpful for you

1. https://www.airbnb.com/help/article/465 - you could send this link to the Airbnb guest support article to guests who inquire about why you have a separate Renter Agreement. 
   Some Hosts ask guests to sign contracts or rental agreements. This is so the Host can legally enforce certain rules protecting themselves and their property. You should be made aware of this requirement before you book. The Host must prominently disclose the actual terms in their listing description. If you have questions about the contract, you can discuss it with the Host. You’re not obliged to sign anything. If a Host tells you about an additional contract after you’ve made a booking request, you should review the contract within 48 hours of receipt of the full terms. If you are not comfortable with it, you can decline to sign it and ask your Host to cancel your reservation without a cancellation penalty.
   
   
2. https://www.airbnb.com/help/article/2824 - this is an Airbnb host article
   As a Host, you can ask guests to sign a contract before staying at your place, but you must disclose the actual contract terms in your listing description. In addition, you must include the full terms in your message thread with the guest. If you fail to disclose the actual terms of the contract prior to booking, a guest can decline to sign it after making a booking request and ask you to cancel the reservation for a full refund. Keep in mind, Airbnb can’t help enforce any special policies in your contract.

We recommend your house rules include the requirement of signing a Renter Agreement that will be sent immediately after booking, and must be signed within [time period of your choosing, usually 48-72 hours] otherwise the booking will be canceled.

What can you do to synch the information? I have removed old pictures and it's been several days and still no synching. 

It would be great  if OR made a template blank page for with a simple header and a text box for the body and we as users could just edit the text. This would be stupid simple for OR to do.

While we do not currently offer this, you should check if it's been suggested already! Use the link below to search our Feature Request forum. If it's not there, you can write this up as a suggestion so other clients can vote up your ideas for new and improved features in OwnerRez: https://www.ownerrez.com/forums/requests

Hi, I am a new host and have used OR for virtually all of the time our listing has been active. I know of a few hosts who require renter agreements, and there is a lot of discussion about them, so they seem common for OR hosts. We are listing on Airbnb, VRBO, and direct. Almost all guests so far are from Airbnb.

I expected some guests to question why we have a renter agreement, although it has been more frequent than I assumed. I am wondering if this depends on the market or if it is common for other hosts.

What fraction of guests do other hosts see who specifically message about the renter agreement before signing?

We have been firm to keep as a requirement so far. I am wordsmithing a reply to cover key points. What points seem to be most effective to satisfy concerns?

Thanks!

It would be great  if OR made a template blank page for with a simple header and a text box for the body and we as users could just edit the text. This would be stupid simple for OR to do.

I know I have set a base minimum rate somewhere without having to do the season rate. Maybe the base is different?

You set default rates by setting up a default season and then assigning rates to that season in the seasonal rates section as shown below. Additional information can be found in this support doc:

https://www.ownerrez.com/support/articles/seasonal-defaults

If you need additional assistance, don't hesitate to send us an email at help@ownerrez.com .

For the life of me I can't figure out where to set the default rate for my properties!! 

Nudge

The first thought that crossed my mind is to have a link on the realtor page that goes back to you.

>> They won't do that as their listings are built inside of their proprietary software

How do you keep the calendars synced when the agent does not use anything that can handle iCal?

>> Manually

Can you get an email from the realtor when a reservation comes through with them? If so then this would be relatively easy to do using zapier which could pick out the details from the email as soon as it comes in and then add it to your calendar.

>> Not consistently

>> one of the brokers uses a google sheet which I don't think that Zapier could easily pick out details from

I agree. I'd love to see an OR guest communication phone app, allowing push notifications, that has all the threads from the various OTAs while also being connected to a text portal imbedded in an OR direct-booking page. If OR included the option for co-host communications over this, it might even circumvent VRBO's deficiencies in that realm, or perhaps even simplify/extend the co-hosting option across all API-connected OTAs.

Hi Doug,

While we don't have a published app in the app stores, the OwnerRez progressive web app, which is saved as an app icon on your phone, supports push notifications. Supported Devices

Team Access allows for your "co-hosts" to communicate inside OwnerRez with guests via Airbnb, Vrbo, and Booking.com. We have tiered permissions coming soon that can limit access by property/ies. Team Access Overview

Coming soon:

BUMP!

Any updates on this? I'm hoping to have a LOT more direct bookings in 2025 and manually emailing guests that book through the website feels like a sloppy/clunky way to communicate. This thread is several years old at this point, so I'm hoping there are some updated advice/questions!

Hi WaterfrontGem - a lot of the previous discussion is handled. This is also just a general help and questions forum, not the feature request one. Feel free to go search for existing ones to vote up or add a request there.

We are discussing what it looks like to have direct booking threads come into the new Inbox (and we already have plans to bring email into the Inbox later this year). Both of those would help communicate with your direct booking guests.

It's down the road a bit but we also have plans to build a Guest Portal that guests could return to, review the details of their booking, and possibly send messages, etc. Guests tend to fall back on the ways they are already used to communicating with email and texts/SMS. There's been a lot of new features come about since this thread was started. SMS is a great tool to extend your reach through OwnerRez communicating with guests. Have you looked at establishing SMS capabilities via OwnerRez? We have inquiry and quote triggers that can auto-answer for you and if you used SMS you could communicate out with them and when they reply those would be in the Inbox.

Got it. The {BUREVIEW} is what I was missing. Thank you for all of the help!!

You create a trigger and template to be sent to the guest after departure. Here is template sample Link field is {BUREVIEW}

and trigger sample 

Hi Jason,

As mentioned, you need to send an email with a review link so guests can enter their review for your property. 

You'll find what you're looking for in the article I mentioned earlier. This is one of the template examples in that help doc:

Hey Jason! This support article walks you through how to set up a message to be triggered automatically after a direct-booking stay that includes a link inviting the guest to leave a review: https://www.ownerrez.com/support/articles/trigger-example-send-thank-you-guest-who-booked-personal-website 

I understand this. But where do I set up a link for them to leave a review through my direct book site? The link provided in the widget only takes them to the reviews page. Not to where they can leave a review. 

No, because it is done through email or text link. You do not want random people without links leaving reviews on your website/widget do you you. The widget is for displaying reviews, not for collecting them. Reviews are collected via sending a link. 

I have all of the triggers and templates set up. I have the reviews widget added. But there is no way to leave a review on the reviews widget.