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Why aren't the reservations showing in my owner statement?
Why aren't the reservations showing in my owner statement?

Owner Statement Issues

Updated over a week ago

There are various reasons why the reservation data is not pulling into your owner statements. Once you have connected your property management system and added and configured your listings in VRPlatform, you must set up your reservation invoice automation mappings to create invoices for your guest reservations and properly configure your owner statements. Your reservation invoices are generated from your property management system (PMS) connection in VRPlatform. The assignment of a class to a listing on the Mappings page is what brings the reservation invoice generated in QuickBooks to the owner statement. Without the assignment of a class to a listing, the reservation will not show up in your owner statements.

Possible Issues

Property Management System (PMS) is not connected to VRPlatform

When the PMS is not connected, the reservation invoices may not be present in VRPlatform to generate an invoice in QBO.

To resolve a broken PMS connection perform the following steps:

  1. Select the Connections page in VRPlatform and determine the status of your PMS connection. If the status displays a red "X," you must reconnect your PMS.

  2. If the connection of your PMS needs to be reestablished, select the ellipsis (three dots) to the right of the connection, and select reconnect, which will prompt you to input your login credentials.

  3. Once your connection is reestablished (green check mark next to connection), run a fetch selecting the same ellipsis next to the connection, which will pull in the reservation data into VRPlatform from a specific date. Once the data fetch is complete, the status will show a green check mark next to your connection.

  4. Run your invoice automation (steps 4 & 5 below) for the period for which you are generating your owner statements, based on the check-in or check-out date, depending on your transaction date selection on the settings page of your reservation invoice automation.

  5. Navigate to the Statements page in VRPlatform, select your listings and regenerate your owner statements.

  6. Select an owner statement to see if the reservation data is presented in the owner statement.

Classes are not assigned to listings

All listings must be assigned a class. A listing is assigned a class while setting up your mappings on the Mappings page. An invoice for a reservation will be generated in Quickbooks without a class assigned, but it will not show up in the owner owner statement without the class.

To resolve this issue, please perform the following steps:

  1. Go to your Mappings page in VRPlatform and select "Classes"

  2. Select Mappings and then Class. Assign a QuickBooks class to each listing.

  3. If a class is not showing up to select in the QuickBooks class field and exists in QuickBooks, you will need to fetch your QBO connection (refer to step 3 above) to pull in the class to VRPlatform. If the class does not exist in QBO, you must create the class and then fetch the QBO connection. The class should then show up as an option in the Listing to Class mappings.

  4. Run the invoice automation for the period for which you are generating your owner statements, filtering the date of the period under review based on check-in or check-out date on the Reservations page. Select the reservations and select the blue "Post" button in the top right of the screen. Select "Reservation Invoices" and "Push to selected automations" to generate the invoices in QBO.

  5. Select "Reservation Invoices" and "Push to selected automations" to generate the invoices in QBO.

  6. Go to the statements page, regenerate your owner statements, and select a statement to see if the reservation data is presented in the owner statement (step 5 above).

Accounts are not mapped properly in owner statements

Owner statements must be configured properly for reservation data to present in the owner statements. If the accounts that are linked to the products and services in QuickBooks are not mapped in the owner statements, the reservation data will not show in the statements.

To resolve this issue, please perform the following steps:

  1. Fetch your QuickBooks connection to ensure all accounts are pulled into VRPlatform (Step 3 above).

  2. Navigate to the statements page and select "Edit template" in the top right corner of the screen.

  3. Look at the field next to the "Balance Start" field to ensure that all accounts are mapped. If there are unmapped accounts, select the red icon and map the accounts to the proper collection in the template you have created.

  4. Sometimes there are accounts that are deleted and archived that contain data that must be mapped as well. You can see these archived accounts by selecting the status button, and selecting "Archived."

  5. Once all accounts are mapped to a collection (0 accounts unmapped), or properly excluded from the owner statement, regenerate you owner statements to confirm that reservation data is being presented (Step 5, Issue 1 above).

Your owner statement is not in Draft status

If the invoices generated by VRPlatform are in QBO, and they are not present in your owner statements, check the status of your owner statement to ensure that it is in "Draft" status when you regenerate the statements.

To resolve this issue, please perform the following steps:

  1. Go to your Statements page, and select the statements with a "Void," "In Review," "Published," or "Published & Billed" status, and change them to "Draft" status.

  2. Regenerate your owner statements, and select a statement to see if the reservation data is presented in the owner statement (step 5, Issue 1 above).

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