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Missing Conversations - Odd Financials

Replies: 4 - Pages: 1 - Last Reply: Jun 25, 2021 6:54 AM by: Chris Hynes
KEH
Registered: 2/25/21
Missing Conversations - Odd Financials

Got some weird things happening with airbnb conversations.

We have some airbnb bookings where when you click on the conversations tab it shows nothing. However ownerrez has got those messages in the CRM inbox, but appears to have created 2 guest files for one person.

So you see say...
'Joe'
then another record for
'Joe Bloggs'

The booking is in Joe Bloggs name but it doesn't realise that the 'Joe' guest is the same person and hasn't attributed those messages/conversations the booking.

But this is only for some bookings and not all.

After doing some digging there seems to be a common theme, in that all have had the booking changed in some way. Either we have manually changed the check-in or check-out time (in ownerrez). Or the financials have changed, say we have changed the price (which we have done in airbnb portal, not ownerrez) but this appears to have put these bookings in 'manual financial mode'.

Interestingly I did wonder if merging the guest records would work, but when I tried that it comes up with "Please correct the errors below. Can't merge guests from different Airbnb channels"... Yet we don't have different airbnb channels!

ALSO!

On one of these bookings it has got odd financials in that it is showing 2 future payouts from airbnb, which effectively means the it looks like the guest is going to be pay nearly twice for the same booking.
i.e. on the booking overview on the Guest Balance it shows
Total Charged: £1,825.00
Total Paid: £3512.03
Total Refunded: £0.00
Total Owed: -£1687.03

Then down the bottom under activity it says
Jul 31, 21 - Collected a payment of £1,825.00 from a credit card, processed elsewhere.
Jul 31, 21 - Collected a payment of £1,687.03 from a credit card, processed elsewhere.

Really can't get my head around what is going on and why

BlueMtnCabins
Registered: 6/6/16
Re: Missing Conversations - Odd Financials

I am getting financials updates for 2017. I have not had an Airbnb booking in 2021

Le Touquet Holid
Registered: 11/2/18
Re: Missing Conversations - Odd Financials

I've also had weird stuff with air bnb conversations. 2 seperate enquiries from the same person for different properties. One enquiry appears voided but the conversation link takes me to the active enquiry. I have emailed support with more in depth details.

Chris Hynes
Registered: 10/19/12
Re: Missing Conversations - Odd Financials

There are a few different things going on here... some answers...

Rob D said:

Got some weird things happening with airbnb conversations.

We have some airbnb bookings where when you click on the conversations tab it shows nothing. However ownerrez has got those messages in the CRM inbox, but appears to have created 2 guest files for one person.

So you see say...
'Joe'
then another record for
'Joe Bloggs'

The booking is in Joe Bloggs name but it doesn't realise that the 'Joe' guest is the same person and hasn't attributed those messages/conversations the booking.

But this is only for some bookings and not all.

After doing some digging there seems to be a common theme, in that all have had the booking changed in some way. Either we have manually changed the check-in or check-out time (in ownerrez). Or the financials have changed, say we have changed the price (which we have done in airbnb portal, not ownerrez) but this appears to have put these bookings in 'manual financial mode'.

Interestingly I did wonder if merging the guest records would work, but when I tried that it comes up with "Please correct the errors below. Can't merge guests from different Airbnb channels"... Yet we don't have different airbnb channels!

Looks like you've had the same Airbnb account but in OwnerRez the channel has been connected, then deleted, then reconnected several times. So there are some guests that were imported from an older account and that's what created the duplicates and why you're getting a message about merging them. Submit a support ticket with the specific booking numbers and we'll update the data so they can be merged.

Deleting the channel is also what put the bookings in manual financials mode (unless you kicked it into manual financials mode yourself). When you delete a channel, the bookings are set to manual financials mode so you can update those financials, since they're no longer connected to the channel.

Rob D said:

ALSO!

On one of these bookings it has got odd financials in that it is showing 2 future payouts from airbnb, which effectively means the it looks like the guest is going to be pay nearly twice for the same booking.
i.e. on the booking overview on the Guest Balance it shows
Total Charged: £1,825.00
Total Paid: £3512.03
Total Refunded: £0.00
Total Owed: -£1687.03

Then down the bottom under activity it says
Jul 31, 21 - Collected a payment of £1,825.00 from a credit card, processed elsewhere.
Jul 31, 21 - Collected a payment of £1,687.03 from a credit card, processed elsewhere.

Really can't get my head around what is going on and why

For this particular booking, sounds like it's been manually changed in addition to channel bridge. Either delete the extra payment. Or run channel bridge for the booking and set it to overwrite rather than merging with the transactions. If that doesn't work, send in a support ticket with the booking numbers and we'll have a look.


BlueMtnCabins said:

Got some weird things happening with airbnb conversations.

This happened because your Airbnb connection was momentarily disconnected and then you reauthorized it. When that happens, we re-merge the existing bookings to make sure nothing's changed during the period where the channel was disconnected.

Le Touquet Holiday said:

I've also had weird stuff with air bnb conversations. 2 seperate enquiries from the same person for different properties. One enquiry appears voided but the conversation link takes me to the active enquiry.

Airbnb uses a single conversation thread for communication between a given guest and host, even if there are multiple inquiries or bookings. In fact, they actually only support a single inquiry for a conversation at a time, but OwnerRez will track inquiries over time and show all of the inquiries we see on the guest conversation so you can see the entire history.

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