Feature Requests

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Right now we can adjust pricing on a channel up/down as desired. But it applies to all properties through that specific channel connection. How about handling it like other items and, under the Channel to have a setting or opt to use Property Setting. Then add the option to adjust pricing to the Property under Channel Rules?

That's interesting research, thanks for sharing it with us. I understand how with the SMS/conversation side, a minute longer is annoying.

FYI - the reason we queue isn't just the volume alone, it's about all of the negative affects of sending inline. eg. what happens if you detect security issues (a user starts sending thousands of spam messages out) or the ESP is momentarily down. You don't want to drop messages, etc

It's possible to both queue and send fast at the same time, but our focus is mostly going to shift to other ways to get notified instead of email. Email isn't the correct medium for chat conversations.

I don't know how many emails you guys send a day, but at my day job, we use AWS SES to send about 25,000 transactional messages a day. We send in real-time, not in a batch/queue process. It's possible that SES may implement some minor delivery throttling on their end (between SES and the destination SMTP server), but I've never noticed any delays beyond maybe a few seconds.

Two minutes may be a slight exaggeration, but here's one that had a 54-second delay: https://app.ownerrez.com/inbox/history/emails/23266793. I clicked "Send" at exactly 14:09:40 and it wasn't sent by Postmark until 14:10:36 (and then delivered to my Google Apps/G Suite/Google Workspace/Whatever-they're-calling-it-this-week hosted email account at 14:10:37):

From: xxx
Date: Fri, 22 Oct 2021 19:10:36 +0000
Subject: xxx 2:09:40
Message-Id: <3bd5c242-dec2-40d6-8458-36e6f0b22bfa@mtasv.net>
To: yyy
Received: by mta222a-ord.mtasv.net id hec6aq27tk4d for <xxx>; Fri, 22 Oct 2021 15:10:36 -0400 (envelope-from <xxx>)
Received: from mta222a-ord.mtasv.net (mta222a-ord.mtasv.net. [104.245.209.222])
by mx.google.com with ESMTPS id r25si9849819vsj.349.2021.10.22.12.10.37
for <xxx>
(version=TLS1_2 cipher=ECDHE-ECDSA-AES128-GCM-SHA256 bits=128/128);
Fri, 22 Oct 2021 12:10:37 -0700 (PDT)
Received: by 2002:a54:354d:0:0:0:0:0 with SMTP id e13csp2212015ect;
Fri, 22 Oct 2021 12:10:37 -0700 (PDT)

I think the reason for the delay is because you queue your messages up and then send them in batch at xx:xx:30 (30 seconds after the top of the minute). (I sent test emails every 10 seconds for a period of 2 minutes and was able to discern that pattern.)

That delay is mostly fine for low-priority booking alerts but not acceptable when you're having real-time communication with a guest and relying on those email notifications to know when you've received a text and need to respond to it. I use Google Voice for texting and have frequently had the experience where a guest texts me and I may be in the middle of composing a response, but if I don't send the response within ~60 seconds of their send, my phone starts ringing with a call. I've learned to very quickly respond, "Hi [Name], one sec" while I then compose the rest of my response. :D

A direct integration would be fantastic, but RemoteLock integrates with Schlage Encode, so the OP can easily do this by integrating OR with RemoteLock and then integrating RemoteLock with their Schlage Encode locks.

However, there's a fee for this, so if OR could ever do it directly, I could ditch RemoteLock. Just sayin'. ;)

Not at present, but, you've made the suggestion, now let's see how many other vote for it. :-)

It'd be awesome to get our Schlage Encode locks integrated with OR. These locks do not use a hub, they connect directly to Wi-Fi.

Any plans for this?

Because of the volume of data we process, we can't connect to data partners in real time. Doing that would cause negative domino affects depending on what the success/failures was from the partner and the response time. All SaaS apps of any size have to use queues to process inbound and outbound requests. Not just email but also SMS, bookings from channels, inquiries, rate/rule pushes and a dozen other things.

We send email to the ESP (typically Postmark, but not always) every ~30 seconds or less, and it's often a lot less, so the TTI (time to inbox) is very fast. Not sure where you're measuring 2 minutes, but that's not typical. Could be your inbox provider not surfacing it for a minute or virus checks or something else going on.

ESPs sometimes delay messages on their own based on temporary network slow-downs, blocks or issues they are seeing with IPs being slow on their side. They might have rules for Comcast (for example) that say they shouldn't deliver more than 10k emails per hour on a particular IP and they're coming up close to the max across the entire block. We use dedicated IPs with our ESPs but it doesn't always matter.

I should point out that our TTI is typically faster than the channels. Vrbo can sometimes take 5-10 minutes to deliver a message, and that includes the push notification on their mobile app.

There's no way to design or pay for a system where you have always-immediate email delivery. That doesn't exist in the email world.

SMS is a bit better but still not guaranteed immediate when sending via SaaS.

PS. I agree on push notifications, and we've discussed that internally as a delivery option for system alerts.

This is already possible - simply check the checkboxes on the lines of the duplicate contact entries in the list, and then click the Merge button at the top.

Hi, just a feature request to add ability to Merge Contacts in CRM.

There's a sort-of workaround you could do.

Create a trigger that's sent some ridiculous time before arrival, say, 300 days. Set the criteria for having that particular tag. Then, make sure to select the option for "Try to send a missed trigger up until the booking has arrived". It'll send the next morning after the tag is set.

A trigger based on a Tag is a must. It would be great to track IDs received.
For example, I tag a booking "ID Received," then I want an email to auto send notifying them their ID has been received!

Hmm... can you explain a bit more about what you mean by these items?

1) We only collect information required to process the booking
2) Contact name and billing name are collected separately as they may be different
3, 4) If you don't want to go collect a signed agreement during booking, edit the property rules and set the Agreement rule to "no agreement will be signed"

Stuff like this is why I haven't activated OR's SMS feature yet, despite being an early proponent of it and asking to be put in the beta.

I think with as much as the OR system is maturing (including offering channel messaging integrations and SMS functionality), it's past time the OR team develops (or contracts to develop) mobile apps with push notifications and quick access to a messaging inbox. Real-time notifications are absolutely necessary in this industry in 2021, especially with the (also unnecessary) ~2-minute delay OR engages in when sending emails via their Postmark ESP (they appear to use a batch process that runs every ~1-2 minutes instead of sending messages in real-time, which Postmark should support AFAIK).

This isn't as simple as it sounds though, because the character counts that actually matter are *not* the characters you can see and count by hand. Depending on the field, if you're setting any formatting or special characters, there are hidden characters you can't see behind the scenes that add to the count.

This feature is now live!

I was just searching because that is exactly what we want to do!

This is to "officially" push for what was already mentioned to the OR technical staff.
The checkout process of OR is really something to be reviewed. It's main issues can be summed-up as follows:
1. Not GDPR compliant
2. Requesting twice to enter names and email address.
3. Something around 5 or more steps to check-out while all booking systems are at 3-steps.
4. The obligation to view & sign a rental agreement at the moment where process should be eased instead of blocked.
I hope the contact with European clients will accelerate this development.
Bernard

OMG, yes yes yes yes yes!!!

Would you please add dynamic character counts in all listing fields? I get errors for having too many characters in description fields after saving, but it would be great to see the character count dynamically so I know who far over I am. This way, I can more easily decide what text to cut to meet the requirement.

I would like OR to add the ability to track and manage claims on damage insurance. The vendor has a portal (called PAM), but it's not currently accessible by OR users.

I recently switched to OR from using Evolve. Evolve had a way to track claims that was helpful. I'd love to have that ability with OR too. Thanks!

Me too... I'm looking for other PMS just because OR Statement, Expenses, Recurring Expenses... are all too "weak" solution :(

I love OR but as I'm growing I can't keep using excel to generate a readable statements (OR statements are not readable)

This really should be revisited. Having to reactivate a listing to see the revenue is a very fraught proposition. Owner portals should still show historical data. My revenue year to date is messed up by not showing homes that were managed. It makes sense that it would cut off when it was closed, but it should show for that revenue.

ah - dang - I see that checkbox now. Awesome to know going forward!

I'm confused - Duplicate does already duplicate "pictures, picture captions, all amenities, descriptions" etc. when you tell it to duplicate the listing content.

Unfortunately, since our custom cancellation policy system integrates with Vrbo, we're limited to what they're able to support - and, at the moment, they don't support the ability to set cancellation policies by season. It's on their to-do list though, but no ETA.

It would be great if we can forward the SMS in OwnerRez CRM to my cell phone. I have automated messages sent out to my guests with my cell phone number inside, however, I notice a lot of people don't read or remember my direct cell phone number and still use the OwnerRez phone number to respond, this led many incidents that I failed to timely address their inquiries or concerns due to the fact there is no immediate notification from OwnerRez unless I am using OwnerRez.

Thanks,

I would love to see an expansion of the Copy To Booking feature so that it works more like a CLONE Booking.

Copy To only carries over the property and the guest to a new bookings but there are often so many other customized details that are lost.

I would like the Clone Booking feature to maintain all the custom settings in a booking like:
custom rate
commission
listing site source
payment schedule
custom checkin/checkout times
security deposit
cancellation policy

With this feature we can easily rebook return guests for the following year by simply changing the dates.

Since COVID we have had a huge increase in the number of long term rentals. OR is not intended for Long Term stays so as a work around we are creating 12 - one month bookings for 1 year long term leases. Having a CLONE Booking feature would make doing this so easy and would bring OR one big step closer to being able to manage long term rentals as well.

I agree the ability to Clone or Copy a Quote with all its unique settings would be great. I would also like to see the same option for Bookings.

The current "Copy To" feature in Bookings only copies over the guest and the property. It would be so much more useful and powerful if it could also "Copy Over" things like a custom rate, commission, listing site, and payment schedule.

It would also be helpful for guests who want to book their return the following year after their yearly seasonal stay. Once they check out from their stay the first week of July, have you rebook them for the same time the following year. Nice to keep all their special settings (as a return guest) the same without having to redo everything.

Since COVID we have had a huge increase in the number of long term rentals, and since OR is not really intended for Long Term stays we are creating 12 - one month bookings for 1 year long term leases. Creating them manually is a ton of work, this kind of CLONE or COPY feature for bookings would save us a ton of time.

Yes I agree, we have different cancellation and payment policies for Spring Break and Christmas and are having difficulties figuring out a way to handle this in OR.

It would be so helpful if we could set these based on Criteria like season or arrival dates.

I actually just looked this up and agree there still needs to be additional data duplicated (I am writing this on 10/12/2021). I mean pictures, picture captions, all amenities, descriptions... absolutely everything. As the other poster suggested, an upgrade from that would be a checklist of things to clone or not.