General Help and Questions

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Hey there - did anyone ever offer any guidance or recommendations on this that were helpful to you?

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, I'm new to property rental, and I have a few questions:

1. If I add my listing on one platform, will it automatically appear on others, or do I need to manually add it on Airbnb, Booking.com, Tripadvisor, Expedia, etc.?

2. Is it possible to quickly change photos on one platform or via OwnerRez and have them sync across all platforms? As I understand from this, it won't work with airbnb.

3. Can I use Google Vacation Rentals (GVR) with my own hosting and domain if I have a WordPress plugin installed? I've read this, but isn't clear for me regarding my question.

Thanks for your help!

Any update on timing of a fully functional guest portal.  Understand some revamp steps on booking cleanbup form, etc...the post in April here suggested a revamp of a guest portal targeted by end of 2024. Are we to expect this in weeks, months, quarters... Thanks in advance. 

Hi Rachel,

Generally speaking, when Damage Protection is enabled, it will be applied to all properties active in your account. There are some cases in which Damage Protection can be removed per property, but those are few and far between, and often can only be considered if the "property" in question is not truly a rental property. More info on that here:

https://www.ownerrez.com/support/articles/damage-protection-common-issues-questions#not-properties

If you only have one property, and you're asking how to turn Damage Protection off entirely at the account level, you can turn it off here:

https://app.ownerrez.com/settings/damageprotection

That's perfect, thank you

Hey Jennifer!

BCANPOL is a booking-specific field code. This means that it should only ever pull in the Cancellation Policy that applied to that particular booking.

This is to say, yes, if your Airbnb guests are booking under the Firm policy that is active at the time they make their reservation, that is the policy that will be displayed when that field code is used.

If you're noticing any inconsistency or have any bookings using this field code that you had questions about, please write to us at help@ownerrez.com so that we can take a closer look. We can often provide screenshots and links that provide more detail, but contain some account specific information that we don't share here in the public forums.

Hi Kunal,

Every Surcharge has property specific conditions that can be applied. You'd need to tell that Pet Fee Surcharge not to apply to a specific property in order to clear that error.

It looks like you've already gotten it sorted, but if you have further questions, please don't hesitate to reach out to us at help@ownerrez.com!

Bump

Hi!

Our Product team pinned an update on this Feature Request in October. You can check that out here:

https://www.ownerrez.com/forums/requests/year-end-statement-for-pm

Though as you'll see in the note pinned on that Feature Request, PMv2 year end reporting won't help much for 2024 unless you've just started with OR and have been on PMv2 since your account was opened. Our recommendations in the meantime would be what Ken had previously suggested here:

https://www.ownerrez.com/support/articles/property-management-common-issues-questions#full-year-statements

Bump

Hello, I am trying to add a new property where pets wont be allowed. But my other property has pets allowed. 

Now I am getting an error: Your pet fee surcharge is being applied to a Property where pets are forbidden. Either increase the property Max Pet value, or set the listing criteria to exclude Airbnb

I cannot find where to go and fix this. Surcharges section under pricing doesnt give an option to select which properties this surchage is applicable to. Can you help. 

Thanks.

So if we have a different cancellation policy for all other listing sites but Firm on Airbnb....
In our legal agreements if we choose BCANPOLICY the booking cancellation policy will it pick the Airbnb firm policy for airbnb bookings? 

How do I make sure the Damage Protection Coverages is not activated on my OR account across all properties as we collect a refundable security deposit. I am being charged $27.   Thank you.

I've tried seasons, lengths of stays, about a dozen different ways of doing it and I'm getting close to giving up.

The thing that keeps me hunting is the clients claim that his previous manager could do it.

They want to allow Sat-Sat every week and Mon-Fri in some weeks but not all.He also wants the daily rate for the Mon-Fri to be higher than the Sat-Sat. He also wants the difference to vary, so not 25% lower throughout the year but 20% some weeks and 30% other weeks.It also need to be able to push out to Airbnb and Bookingdotcom.He's convinced that his last company did exactly this for him. So before I go back and tell him I can't do it I thought I'd try my luck with you helpful people. Any help will be gratefully received.

Hey James,

This wouldn't be configurable within rates, but you might be able to accomplish what you're looking for using Length of Stay (LOS) discounts with criteria that only apply the discount to certain days of the week for arrival and / or departure. Airbnb gets a bit particular when it comes to what discount criteria they'll allow though, and I don't believe they'll accept a LOS discount with specific days of the week applied. It may work for direct bookings and Vrbo though.

More info on LOS discounts here - https://www.ownerrez.com/support/articles/length-of-stay-discounts

And Airbnb's discount specifications here - https://www.ownerrez.com/support/articles/channel-management-api-integrations-airbnb-discounts

When creating discounts, it's always good to check them using the Channel Rate Tester to see if they're working as intended.

https://app.ownerrez.com/ratetester/channeltester

Should you need further assistance with this topic, please write to us at help@ownerrez.com and we'll be happy to help.

Hey Brian,

Do you mean you're looking for tiered access so that some Team Access users in your account have access to guest communication for some properties but not others? Or are you looking to create Triggers specific to a certain property?

While tiered access for Team Access users it not yet available, it is something we're working toward on our dev roadmap.

If you're looking to create Triggers specific to only certain properties, you can add Conditions to your Triggers when you're creating them to tell them which property they should fire for, like so:

Today a guest cancelled their reservation on airbnb.  The calendar is open on owner rez but not airbnb.  Airbnb says it’s not their issue.  I don’t see any issues on owner rez and have pushed several syncs to open my calendar.  Anyone have advice? 

Is this possible now?

Hi,

You can set Tags in Trigger conditions, yes. Here's how to go about that:

https://www.ownerrez.com/support/articles/triggers-setup-configuration#conditions

If we've not answered your question here, please write to help@ownerrez.com with your specific use case and we'll be more than happy to investigate further!

Hey Renee,

While you can't enter $0 for the first payment, if the car rental is set up as a property in OR you can adjust the rules to not collect the first payment automatically. To do this, visit the Rules page for that property and click the Change button. You'll see an option to not charge the card when the booking is made, but keep it on file. You can also set it so that the booking does not auto cancel.

This is a bit of a workaround to the existing system parameters, but I think it would be the closest to what you're looking for. You would, of course, need to remember to go in and manually process the payment when you're ready to.

While we do not currently offer what you're looking for via automation, 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

Assuming your situation requires you to report the total bookings, including Airbnb, and then exempt/subtract the Airbnb bookings from the taxable amount.

One option - 

You could run the Tax Detail report, check the taxability box and group the report by Listing Site (last drop down box).

This way all of the Airbnb bookings will be sectioned off. While you'll still have to add the Airbnb, Vrbo,etc. total lines to get the total bookings, the Airbnb amount to exempt will be right there in the same report so you aren't maneuvering multiple reports.

If you have a question more specific to your situation, please reach out to us at the HelpDesk for additional assistance!

It would be great to have the functionality to have guest communication emails set up specific to each property. I have different managers for different properties… thanks 

Hi Brooke- you're on the right track with setting the condition.

When configuring the trigger, you'll want to add the condition 'Arrival Days from Now' and set it equal to 0. This should make it so it's only sent to same-day bookings. More on triggers here: Triggers Setup & Configuration

I am trying to create a trigger that goes out to my same-day reservation guests, so that they are aware their pre-stay email will come to them shortly. It looks as follows:

Hi {CFIRST},

Thank you for booking {PDISPNAME} for this evening! You will receive a pre-stay message shortly with check-in information. If you are reserving after 4:00 pm, please call our Guest Services team at {MYPHONE} to receive immediate access information while you wait for further instruction.

We look forward to hosting you!

-{MYFIRST}

(and my company info, of course.)

Can anyone help me create a trigger so that this template only goes out to same-day bookings, immediately upon confirmation?

I see the condition "Arrival Days from now" and can try to input 0, but not sure if that is considered today's date (the date I am creating the trigger), or if that is 0 days from arrival (i.e. same-day.)

Any suggestions?

-Brooke

You can export the information you're looking for by exporting your Bookings List view.

To do this, go to the Bookings tab in the OwnerRez menu bar, then select List on the far right (assuming you're not already in List view):

Once you're on the list view, use the Filter option to tell the system what date ranges to encompass, or whatever other preferred filters you'd like to sort by:

Next, use the Export button to export that file. You can either download to excel using the Export button alone, or us the dropdown arrow to choose your file preference:

Thanks Adria for reaching out.

You were correct it sorted itself out after a few hours. No idea why it was slow but at least it is up and running.

The Airbnb listing import feature only.  affects adding listing content to a property on OwnerRez.

There can be a few reasons for a slow/problematic import for a property syncing from OwnerRez to Airbnb. Some self-resolve in a few hours. On the Settings > API > Airbnb > then on the same line as the property use the action menu for a status check and see if that clears the displayed error. If not, write in a ticket to Help Desk if you have not already done so.

I know about the current problem....

Investigating

We are aware of an issue impacting Airbnb Listing Import. The issue has been identified as a failure from Airbnb servers. We are researching options, but we anticipate a lengthy outage. We recommend using Vrbo listing import, or manually completing listing details if you need your property configured quickly.

However I just set up a new profile on Airbnb this week and hooked up the API a property that I'd built in Ownerrez. I had kept it unlisted to double check things but today I wanted it to go live.

It's populated all of the details but when i try to turn it from unlisted to listed it just shows 'importing'.

Is this the known issue or a new one?

Is this possible now?

This is known issue. Unfortunately, we do not anticipate having a resolution soon. It may start working again, so you can continue trying from time to time, but if you need to setup a property quickly we recommend using Vrbo listing import or manually entering property details.

Official notice

@Michelle R - if you haven't yet, please submit a support ticket.