As you've hopefully seen in your in-product update and via email, we announced a billing update that's focused around significant changes we’re making in collecting for channel management commissions. For the long & detailed version of this announcement, you can view the product update and FAQs here.
Here’s a high-level summary of what to expect:
Standardized Billing for All Channels: Prior to today, we were not collecting fees for some or all reservations sourced from Airbnb, Booking.com, and FlipKey. With this product update, will begin collecting the fee for reservations sourced from all channels.
New Monthly Invoice for Channel Management: Channel management booking commissions to MyVR will no longer be extracted from guest payments but aggregated into a monthly invoice. At the beginning of every month, you will receive an invoice for commissions accrued during the prior month. These invoices are also now visible in the Billing > Invoices > Commission Invoices section, and automatically collected via the card on file.
Improved Transparency into Fees: We’ve updated the product to provide you with a full breakdown of expenses associated with individual reservations. For every reservation in MyVR, you can now clearly see how much you’re paying for credit card processing and channel management, if applicable.
What does this mean for you?
Since we were not fully collecting commissions for all channels (refer to #1 above), there are some unpaid fees owed to MyVR. We are not collecting on any fees due prior to September 2018. However, we will plan to collect September and October fees on November 15th. Going forward, all commission fee invoices for the previous month will be shown and collected on the first of each month (refer to #2 above).
Screenshots of the product enhancements related to billing:
This is what the new Billing > Invoices > Commission Invoices view will look like when you click into a month's invoice:
This is what the Reservation view will look like if you click on a line-item from the Commission Invoice. You can download the month's transaction data in .CSV format from this modal. You can also access a downloadable report of this data using a custom date-range from Setup > Api & Data Access > Manual Exports > Reservations > Expense Transactions.
This is what you'll see from the new "Finances" tab located in the Reservations > [Choose a Reservation] > Finances section. It outlines all fees associated with the reservation.
For the full description of this product rollout, see our product update. We anticipate some questions around this, so feel free to respond within this Community Post.
@Robin It's an attempt to provide better, faster support in a more scalable way. Compared to a few months ago, you now you have several options outside of just emailing MyVR. You can watch product videos, pay for 1:1 training, post in the community to ask other users and MyVR how to use the product, etc. I expect us to continue to add other options down the road, like joining a webinar or scheduling a 1:1 support phone call.
Figuring out the right support options at the right price points will be important as MyVR continues to scale, to ensure we can make our awesome software accessible to customers of different sizes, and with varying needs and budgets.
@gary-gena-davis Hello, I can shed some light on this question as well:
HomeAway (and other channels) are very strict on the content that can be sent to a customer while they are still a pre-booking or inquiry state. You'll notice additional things like the customer's email are filtered - this is done by HomeAway to prevent any possibility of a booking being taken off their platform and booked independently, and taking away their cut of the booking. HomeAway filters out links as well, so when you're making quote changes within MyVR, the renter isn't receiving any sort of updated payment link to pay the new quote.
That being said, after the renter commits and completes the booking, HomeAway is no longer strict about their messaging, and you would be able to send a revised quote. Here's how I recommend you handle this situation given HomeAway's restrictions:
Have the renter navigate to your listing again and submit an inquiry for the correct dates
Have them complete the booking with the correct set of dates, they would need to pay your full standard rate
Once they have completed the booking, you would now be able to adjust the quote to reflect the discount, and the customer would be automatically refunded
One possible workaround would be to configure the rental rates for the property in a way that the customer wouldn't need a separate discount (creating custom rates.) That way when the customer makes an inquiry for those dates, the final price you intend to be charging them is already being reflected.
@jess-milligan said in We Upgraded the HomeAway Connection! Benefit from Consistent Pricing and Rate Changes:
HomeAway can offer Market Level data for supply, demand, occupancy, pricing and forecasting with it.
Where do we see this data: "HomeAway can offer Market Level data for supply, demand, occupancy, pricing and forecasting with it."
General Advisory to Avoid Phishing Attacks
If you receive an email from an online service provider requesting that you sign-in to your account, avoid clicking on links in the email to sign-in. Always go directly to the service provider's website on your own by typing the website address in your browser. This will ensure you are going to the correct place and not being directed to a spoofed website.
Every user in your MyVR account has equal access to all of the features in your MyVR account. There are, however, a few exceptions. For example, only the account owner can delete other MyVR users in the account. User permissions (i.e. limiting what users have access to) is a feature that we would like to tackle in the future.
As a MyVR integrated user, what should I do to prepare for HomeAway communications changes?
This depends on how much customization you'd like in your inquiry auto responses:
Level 1: Do nothing. Your current auto responses will be sent as is and HomeAway will remove the restricted content
Level 2: Tweak Customize templates to work well after HomeAway strips content.
Level 3: Add custom templates for HomeAway, VRBO, VacationRentals.com
Just wanted to give you a quick update. It turns out that we had already implemented text only messages for HomeAway about 10 months ago when we made a similar change for FlipKey / TripAdvisor. The messages sent to HomeAway guests do not include rich HTML versions but rather a text only version. These currently still include restricted content such as links and email addresses in the message and HomeAway has not yet started stripping away that content.
We've learned a number of things while verifying this will continue to work as expected.
@John-Hughes asked if messages with links will be sent. And I'll echo @Jenny-Oest response here. If the message contains any of the restricted content, HomeAway will simply strip that content out before presenting to the renter, but will not prevent the delivery of the message. Any email addresses, phone numbers, links or attachments will be removed by HomeAway.
@Jenny-Oest mentioned creating message templates with auto responders specific to inquiries from the HomeAway brand of sites. Internally we briefly discussed and think that might be a little more than necessary.
One thing that I would consider doing is modifying the content of the message to read well, whether or not the message includes restricted content.
Thanks for booking our property. Feel free to email us at firstname.lastname@example.org or call us at 775-225-1111 with any questions about your inquiry. Or checkout our website: myprop.com.
Thanks for booking our property. We look forward to connecting.
That way when the message is stripped of any restricted content, it does not change the message.
Thanks for booking our property. We look forward to connecting.
If small tweaks like this do not work for your situation, the next best option sounds like creating templates for HomeAway specific inquiries.
Hope that helps. We'll be monitoring this closely and making a few small adjustments this week in preparation for the change.
@Jenny-Oest said in [RESOLVED] Temporary Infrastructure Issues:
How do we report a system down?
The most effective way to report a potential system outage is to use the Report an Issue link after clicking on the Support button in your account. Although we do actively engage in conversation from forum posts, reports of problems as a rule are surfaced more quickly to our team.
In the event you experience what appears to be a system outage, we are likely to be aware of the problem, so the steps to follow would be:
a) Check our status page: http://status.myvr.com/
b) Submit an issue via the Support button in your account
If you are unable to access the Support button in your MyVR account, then please shoot me an email: markus at myvr dot com (it is highly unlikely we don't already know of the problem at that point via our monitoring systems, but better safe than sorry).
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