HomeAway Community: 3/29/12 Upgrade - Issues with calendar...

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1964 Views 15 Replies Latest reply: Apr 12, 2012 12:13 PM by jeffbailey

lwist

8 posts since
Feb 25, 2012

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Mar 30, 2012 9:34 AM

3/29/12 Upgrade - Issues with calendar and reservation manager

I just got off the phone with HomeAway customer support. I called because I "booked" an inquiry for June 2-9, but it sent the inquiry as June 1-8. When the guest asked me to change the dates, I couldn't see why the dates were wrong so I called support. Turns out there was a site update yesterday around 1 o'clock (he didn't say whether it was 1am or 1pm) and since then the calendar dates have been off by one day. They don't currently have a workaround, but he says the issue has been reported to their IT group. I asked them if there was a place to view the site status of known issues to know when this is resolved. He didn't know. I asked if owners were being notified about the problem, since they might not realize the dates are off. He didn't know. I asked why they didn't roll back the update when they realized there was a serious issue. He didn't know. So I'm sharing what I know (and don't know) with the ReservationManager Group.

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Tags: calendar, dates, bugs, booking, inquiry, reservationmanager, support, calendar_wrong, calendar_dates, wrong, bug, issue, problem

tsvr
222 posts since
Feb 28, 2011

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Mar 30, 2012 9:47 AM (in response to lwist)
Re: 3/29/12 Upgrade - Issues with calendar and reservation manager

I think I would would have hung up and then called back to see if I would up
with a rep that "did know".

Thanks, Lin
www.ThreeSistersVacationRentals.com
<http://www.threesistersvacationrentals.com/>
ThreeSistersVacationRentals@mi.rr.com
Lin (313) 387-0690
Sue (248) 755-1618

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- twobitrentals
  474 posts since
  Aug 5, 2011
  
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  Mar 30, 2012 10:03 AM (in response to tsvr)
  Re: 3/29/12 Upgrade - Issues with calendar and reservation manager
  
  can someone provide me with that number so that I can discuss my issue with info being dropped with a cancellation and now I need to refund money and can't? Thank you!
  
  Are you looking for a vacation get-away
  Check out this wonderful home in Springfield/Branson
  http://www.vrbo.com/281054 or
  
  http://www.flipkey.com/springfield-vacation-rentals/p354303/
  
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  - pete
    61 posts since
    Dec 2, 2010
    
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    Mar 30, 2012 10:20 AM (in response to twobitrentals)
    Re: 3/29/12 Upgrade - Issues with calendar and reservation manager
    
    Hi Wendy,
    
    You should be able to find the outstanding payments in the payment list. Click the "Payments" link in the upper left navigation and then search on the guests name, phone, or email. When you find the payment, click the View button and you will land on the payment details page where you can cancel or refund the payments.
    
    If you are still having an issue, send me a private email and we will get it fixed.
    
    I hope this helps!
    Pete
    
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    - twobitrentals
      474 posts since
      Aug 5, 2011
      
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      Mar 30, 2012 10:47 AM (in response to pete)
      Re: 3/29/12 Upgrade - Issues with calendar and reservation manager
      
      That worked. Thank you! I have refunded the money!
      
      Are you looking for a vacation get-away
      Check out this wonderful home in Springfield/Branson
      http://www.vrbo.com/281054 or
      
      http://www.flipkey.com/springfield-vacation-rentals/p354303/
      
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    - twobitrentals
      474 posts since
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      Mar 30, 2012 10:55 AM (in response to pete)
      Re: 3/29/12 Upgrade - Issues with calendar and reservation manager
      
      It appears that I only needed to go to a different part of my dashboard to refund the cancelled contract. Thank you VRBO for showing me quickly how to fix my problem. I can't say enough good things about your staff.
      
      Thank you...and I love working with VRBO more than any other site.
      
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twobitrentals
474 posts since
Aug 5, 2011

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Mar 30, 2012 10:02 AM (in response to lwist)
Re: 3/29/12 Upgrade - Issues with calendar and reservation manager

WOW, that is pretty serious! I guess that I will be checking my dates more carefully. Seems sad that all these different things keep popping up. I guess I am more dismayed at the response "I don't know". WHY don't they know? AND why can't they find out?

Are you looking for a vacation get-away
Check out this wonderful home in Springfield/Branson
http://www.vrbo.com/281054 or

http://www.flipkey.com/springfield-vacation-rentals/p354303/

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lwist
8 posts since
Feb 25, 2012

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Mar 30, 2012 5:08 PM (in response to lwist)
Re: 3/29/12 Upgrade - Issues with calendar and reservation manager

Six hours later and still no resolution or update about the problem. I am very concerned that:

Defective software was rolled out and not properly tested
After a serious problem (which affects invoicing and the reservation calendar) was reported, the release wasn't rolled back
There doesn't appear to be a method to notify users of the problem or the status of a fix

I may have to forward my HomeAway inquiries to my Airbnb listing until this is resolved.

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- twobitrentals
  474 posts since
  Aug 5, 2011
  
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  Mar 30, 2012 5:18 PM (in response to lwist)
  Re: 3/29/12 Upgrade - Issues with calendar and reservation manager
  
  This is NOT good news. I am sure that I would be able to explain it to my guests though and stay with VRBO, explaining to them that there is a glitch and that my Welcome letter would have the right dates on it for their stay.
  
  I am sure that they are working hard to get it working.
  
  Are you looking for a vacation get-away
  Check out this wonderful home in Springfield/Branson
  http://www.vrbo.com/281054 or
  
  http://www.flipkey.com/springfield-vacation-rentals/p354303/
  
  Report Abuse
  
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pete
61 posts since
Dec 2, 2010

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Mar 30, 2012 5:25 PM (in response to lwist)
Re: 3/29/12 Upgrade - Issues with calendar and reservation manager

Hi lwist,

Quick update on the issue. It appears a code release yesterday around 2pm caused an issue with time zone conversion for some inquiries. This did not affect everyone. The dev team was informed of the bug this morning, created a fix, and deployed the patch today around 2 pm.

You should no longer see issues. I hope this helps

Thanks
Pete

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- twobitrentals
  474 posts since
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  Mar 30, 2012 5:27 PM (in response to pete)
  Re: 3/29/12 Upgrade - Issues with calendar and reservation manager
  
  Pete, it helps those of us that weren't affected yet!
  
  Are you looking for a vacation get-away
  Check out this wonderful home in Springfield/Branson
  http://www.vrbo.com/281054 or
  
  http://www.flipkey.com/springfield-vacation-rentals/p354303/
  
  Report Abuse
  
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- lwist
  8 posts since
  Feb 25, 2012
  
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  Mar 30, 2012 8:03 PM (in response to pete)
  Re: 3/29/12 Upgrade - Issues with calendar and reservation manager
  
  Thanks for the update Pete. But now the wrong dates are showing on both on the inquiry details and on the letter. (Before it was only wrong on the letter.) Not sure if this is progress. Do I need to delete this inquiry/payment request and start over?
  
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  - lwist
    8 posts since
    Feb 25, 2012
    
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    Apr 2, 2012 12:56 PM (in response to lwist)
    Re: 3/29/12 Upgrade - Issues with calendar and reservation manager
    
    Just a minor update. I called customer support on Saturday and was told they knew the problem still existed for some people and were working on it. I asked how I would know the problem was resolved and the rep said they would email me. She said she would associate my listing number with the issue so they could use it as an example.
    
    I called again today (Monday) to check on the progress. Was first told the problem was fixed and I should have received an email letting me know that. I said I didn't get an email and I'm still seeing the problem. After clearing cache, switching browsers, and still seeing the problem, the rep said she would assosciate my account with the issue so they would know I was still having the problem. She said my account hadn't been associated with the issue before and apologized for that.
    
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    - tsvr
      222 posts since
      Feb 28, 2011
      
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      Apr 2, 2012 1:04 PM (in response to lwist)
      Re: 3/29/12 Upgrade - Issues with calendar and reservation manager
      
      This is the issue I am now having:
      Problem with dates on Calendar and Email Inquiries
      Inquiry email that I have received shows that inquiry dates are available when they are marked as reserved on my calendar.
      
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lwist
8 posts since
Feb 25, 2012

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Apr 12, 2012 10:08 AM (in response to lwist)
Re: 3/29/12 Upgrade - Issues with calendar and reservation manager

New Problem (and I haven't even had the energy to finish the story on the old one): Changes to Reservations are not being saved. I used Edit Reservation to update some fields, hit save, and none of my changes are saved. I called Customer Support (at 8am PDT during business hours) and got a voicemail saying all agents are busy, they expect agents to become available in the next two hours, if you want help, call later or send an email. No option to hold or ask for a call back.

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- jeffbailey
  89 posts since
  Jun 3, 2011
  
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  Apr 12, 2012 12:13 PM (in response to lwist)
  Re: 3/29/12 Upgrade - Issues with calendar and reservation manager
  
  I just tried to duplicate your problem and updating reservations seems to be working for me. It could be related to what web browser you're using or maybe the browser session is just in a bad state. Have you tried completely closing the web browser, starting it back up again and re-logging into Reservation Manager? Rebooting your computer wouldn't hurt either. That's probably the first thing any tech support person will tell you to do
  
  Jeff Bailey
  Creator of Vacation Props, an innovative iPhone/iPad app to manage vacation properties and quickly respond to inquiries
  http://www.fourthframe.com/FourthFrame_Technologies/VacationProps.html
  http://itunes.apple.com/us/app/vacation-props/id452612798?mt=8
  
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