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Updated 2 weeks ago

Common Issues & Questions

OwnerRez is pleased to offer the ProServices premium services that assist users to set up, transfer or create custom Hosted Websites. ProServices can help you get the most out of OwnerRez quickly and efficiently, while also providing you with the confidence and support you need to succeed. Learn more by reading the ProServices Overview support article.

While not comprehensive, this article provides a list of questions not found elsewhere.

I have X properties now, but I'm hoping to buy another one soon, do I have to pay more?

No, you pay for the properties that we are going to set up for you - the ones you have now and during the time of the ProConnect/ProTransfer work.

I have a notebook with all my old guests going back years, can you get that data into OwnerRez?

The ProTransfer Service includes assisting with importing of future bookings, and relatively recent past ones, from electronic data provided to us, which includes up to 3 years of past data import. But if the data is available, we may be able to go back further.

OwnerRez includes a wide variety of tools to import data, and we can advise you in formatting your old data such that it can be imported into OwnerRez. Depending on the nature of your data, we may be able to do it for you for an additional charge.

Do you have old guest information in handwritten form? See Adobe's How to convert handwriting to text with OCR to PDF article.

I have a property manager, should I tell them I'm switching over to your service?

Eventually, yes—but don't notify them without discussing it with us first. We need to make sure we can get the data we need to set up your new account, and sometimes, property managers are very quick to shut things off.

Can I send you my login information and you pull information from my listing sites?

We appreciate your trust and understand this process requires a lot of your involvement. But due to liability and privacy issues, we should not be privy to your personal information. Not only would we be able to see the things we're asking you for, but we would also have access to financial information and other data not at all related to your OwnerRez account, and we don't want that responsibility. We hope you can understand.

So I just send you over some data and you do everything for me?

The OwnerRez ProServices, including both our ProConnect and ProTransfer Services, are absolutely very collaborative - we cannot know your business as well as you do, so we need your active input and help.

  • Connecting OwnerRez to your listing channel accounts - because you own those accounts, not us, you have to authorize the connection.  We cannot do it even with your credentials.
  • Setting up a credit card payment processor merchant account is basically banking, and the processor company has to speak directly with you—it's the law.
  • Configuring your own custom website that isn't one of our Hosted Sites. If you are using an OwnerRez Hosted Site, the WebAssist Service team will be happy to assist in setting up your Hosted Website.
  • Writing custom emails to be sent to your guests, like Welcome, Before Arrival, After Departure, etc. Once you provide us with the content, we'll be glad to configure up to six of those email templates in OwnerRez.
  • Setting up a domain name. You'll need to register your domain with any domain registrar, and we can provide instructions on how to point it to our servers. You'll also want to consider having your domain name verified and adding an email affiliated with that domain. We can provide instructions on how to do that.
  • Importing past booking information. The ProTransfer Service can provide detailed instructions for exporting your data and importing it into OwnerRez.

I want to have someone I can call at any time with questions, will the ProConnect Service provide this for me?

OwnerRez ProServices does provide an assigned representative, and there is much more flexibility and availability for scheduling calls in advance when necessary. You absolutely can have a live screen share session with your representative by appointment.

Feel free to contact our Help Team, who can assist with any questions you may have.

I need my account set up ASAP!

Our ProConnect Service makes every effort to get your account set up as quickly as possible. If you are in a hurry, the best way to ensure that things move along quickly is to promptly provide information as we ask you for it. Generally, you can expect the information you provide to be populated in your account within two work days.

Can I work on this at my own pace?

While the ProTransfer Service should take 1-2 weeks to complete., the ProConnect Service is designed to be completed within 3 to 6 weeks. However, if you provide the requested information promptly, we can finish even sooner.

To ensure everything is wrapped up smoothly, OwnerRez allows up to 45 days to complete the ProConnect Service process. Our goal is to have your account up and running as quickly as possible.

Remember that our Help Team is always available to assist with any questions you may have.

I paid for ProConnect and it isn't fully set up yet, why am I being charged for the monthly service?

OwnerRez ProService fees are separate and do NOT include monthly service fees, as determined by the Pricing Calculator.

I want consulting on how to set up my vacation rental business.

During the ProConnect and ProTransfer Services setup process, you will benefit from our experience in setting up many other clients, and we may make various suggestions. However, OwnerRez ProServices is not a business consulting and advice service.

Can you set up my website for me?

The WebAssist Service can help you with the basic setup of an OwnerRez Hosted Website, with the exception of the following.

  • Setting up a domain name. You'll need to register your domain with any domain registrar, and we can provide instructions on how to point it to our servers. You'll also want to consider having your domain name verified and adding an email affiliated with that domain. We can provide instructions on how to do that.
  • Setting up your email service provider - you should get an email address at your domain. Your domain registrar can usually provide this, or you can use a third-party service like Google Workspace.
  • The WebAssist Service can make minor changes to your Hosted Website, but customization of your Hosted Website is not included in the WebAssist Service.
  • We cannot set up a custom external website for you or provide extensive support to you or your web designer if you choose to design your own website using our Widgets or WordPress plugin. Be sure to check out all of our OwnerRez Website Design Partners.

I have several properties and use different emails, Rental Agreements and Cancellation Policies for each - will you set up all of those?

The ProConnect Service is happy to help you set up six Templates/Triggers, a Rental Agreement, a Cancellation Policy, and a handful of custom Field Codes for one of your properties. We encourage our clients to use standard messaging and to take advantage of Field Codes to define small differences between properties. If your business requires you to handle properties differently, you will be able to use our work as an example of how to create the additional things you need. We will also make sure to provide videos and help docs for any work you may want to do.

I want to be online with you while you're doing the setup, so I can learn everything you're doing.

When you sign up for the OwnerRez ProConnect Service, you will be assigned to one of our amazing Onboarding Specialists, who will be your go-to guide throughout the process. You will receive a link to our calendar so you can book your first video call. After that, you will stay connected through email and video calls.

Be sure to check out our Support Center and know that our Help Team is always available to assist with any questions you may have.