Help with ResKey

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02/09/2017

I am a new innkeeper with a very small B&B/vacation rental (one, 2-room guest suite).  I chose ResKey largely because of the views of many participants in this forum, plus the price is right.  But I am not a techie, and I struggle in trying to figure out how to do something in ResKey.  I am hoping that one of you familiar with this program would be willing to answer my relatively basic questions when the need arises.

Here is the most recent example.  Our second guest arrives in three days.  This morning, I received an email from this guest asking why Airbnb charged him $77 more than the fees contained in an email he attached.  This email was sent automatically by ResKey (even though I had not asked the program to do this).  So how do I stop these types of emails from being sent?

I assume these kinds of automatic emails can be stopped with a few clicks.  But what do I click?  This is not apparent to one like me who has such a simple mind when it comes to computer programs.

Can anyone help me?

Durango Jeff

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Durango Jeff

 

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06/24/2008

One other option you have if you do like auto emails to remind guests of their reservation is to set up the emails to only display what you want, and omit the reservation details which show all pricing etc.  

Simply go to Website tab; select Email and System Settings; select which emails you would like to auto send; then edit.  

To remove the details look for {{resdetails_all}} in the template, remove and save. 

Generic's picture
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02/24/2011

Confirmation number: {{reservationnumber}}
{{arrivedayofweek}}, {{arrivalday2digit}} {{arrivalmonthname}} {{arrivalyear4digit}} are likely the only things you need in that template. Make it specific to AirBnB.

If you are using something like an External connection, in the Channel Specific Settings change to use that template instead of the standard set.

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Arks's picture
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05/22/2010

Copperhead wrote:

...set up the emails to only display what you want, and omit the reservation details which show all pricing etc...

yes Right answer!

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gillumhouse's picture
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05/22/2008

AND YOU can write the letters that get sent (and when) rather than using a supplied template. I almost always personalize the thank you letter and make it send later, choosing the date it is sent if for instance they are traveling for 3 weeks, I do not send it until I am certain they will be home. I do not want to clog their inbox.

Arks's picture
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05/22/2010

The rates in the default "your reservation is in 3 days" reminder email are based on the rates you have set for your rooms in Reservation Key. So my question is, why did Airbnb charge him $77 more than the fees you have entered for the rooms in Reservation Key? Do you have your rates purposefully set that much higher on Air, or do you have your rates wrong in Reservation Key?

I love the auto emails in Reservation Key, but you must have them set up with the right info.

OnTheShore's picture
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08/28/2011

The $77 could be AirBnB's service fee? They charge the guest a service fee of between 6-12% of the value of the reservation (I could be off on the exact percentage, but it is on a sliding scale depending on the overall value of the reservation).

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OnTheShore's picture
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08/28/2011

Do as Diva says, but if you have existing reservations on the books, then the e-mails for those have already been generated and are stored in a queue. On the reservation screen for each reservation, there is a "Correspondence" button below the details and rates, next to the "More" button. That button will bring up an option called "History & Queue" where you can delete these pending e-mails.

Breakfast Diva's picture
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05/26/2009

I turned my auto e-mails off years ago, but you can try this. Go to the tab "Website", then Email Schedules. Mine all say "No Message".

Give that a try and see what happens

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Joined:
02/09/2017

To Breakfast Diva.  Your solution -- Website > Email Schedule > No Message -- worked.  Thank you.  Presumably, this step will stop RK from generating auto emails in the future.

I then went to the Correspondence button in reservations already entered in RK, as On the Shore suggested.  There were five emails in queue.  I pressed Edit and found "History & Queue," where I was able to delete some of these emails.  I am somewhat nervous, though, because while the H&Q page says that "In queue to be sent: no messages found," the Correspondence page still shows the five emails in queue.  I will assume these emails will not be sent.

To Arks.  The rates we enter in RK are the same rates we enter in our website listing.  Here is what happened.  The guest got a bill from Air for $527.  The auto email RK sent the guest showed our rates as $450 + $44.55 in taxes.  So the guest understandably asked, why was he charged $32.45 more.  (I don't know what detail Air provides in its bills; it doesn't share this info with hosts.)

So there is a difference of $77 between what Air billed and our rates.  $22.05 is for State (2.9%) & County (2.0%) sales tax that Air bills and remits.  (We still must pay the City's 5.0% sales & lodging tax).  The remaining $54.95 is Air's sales commission fee.

We would prefer if guests would book directly with us (and they would save money).  However, Trip Advisor has refused to list our B&B on its webpage.  We are thus effectively forced to market as a Vacation Rental, such as with TA-VR (where TA can generate sales commissions).

Again, thank you all for participating.  The info you provided was both useful and helpful.

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