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Understanding the Terms - Leads and Tenants Reservation Settings How to add a Lead How to Reactivate a Retired Lead Ways to Reserve a Space Converting a Lead or Reservation to a New Tenant Moving in a Lead Documents and Digital Signatures Transferring an Existing Tenant to a New Space Rent a Space as a Business! Access Control Updating and Cancelling a ReservationAuctions Overview Scheduling an Auction Viewing and Adding Auction Information Modifying a Scheduled Auction How to Cancel a Scheduled Auction? Taking Auction Payments Moving Out the Tenant and Closing Lease After Auction Handling and Refunding Cleaning Deposits Scheduling an Auction from the Auction Manager Configuring the Tenant Mobile ManagerTenant Profile Overview How to Take a Payment from a Tenant Updating Tenant Information Understanding the Delinquency Timeline Communications Overview Understanding Space Settings and Information from a Tenant's Profile Adding Promotions and Discounts Saving a Payment Method/Autopay Selling Merchandise Generating a Document for your Tenant Accepting an Inter-property Payment Updating Gate Access Creating an Invoice from a Tenant's Profile Linking Contacts in Hummingbird Adding a New City for Your Tenants Generating and Sending Documents via Multiple Delivery Methods Generating and Saving Documents Without Selecting a Delivery Method Archiving and Unarchiving of Document Denying Online Payments Understanding Space Types Template Manager - Communication Templates for Email and SMS Adding Contacts to the Do Not Rent (DNR) List in Hummingbird
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Configuring Website CMS Settings City Content Settings Company Blogs Settings Website Coupon Settings FMS Initial Setup Local Blogs Settings Location and Street View Settings Name and Address Info Settings Property Coverage Settings Property Email Notes Settings Property Media Settings State Content Settings Website General Settings Website Promotion Settings Website Social Media Settings Introduction to Alt Tags Clear Cache Company Pages Settings Hours and Amenities Settings Legal Pages Settings Storage Tips Settings Website General Pages Settings Website Themes Files Settings Tracking Script Settings Website API Keys Mariposa H1 Tags Website Storage Types Settings (Corporate Feature Pages)
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Get to Know Hummingbird - Our Property Management Software Hummingbird Customer Journey How to Use Hummingbird Creating Customized Views for Hummingbird Modules Hummingbird Glossary Adding a New User in Hummingbird Creating a User Role in Hummingbird Adding Spaces within Hummingbird Adding an Additional Space for an Existing Tenant Hummingbird Application Launcher Configure Do not Disturb Settings for Communications
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January New Features and Updates February New Features and Updates March New Features and Updates April New Features and Updates May New Features and Updates June New Features and Updates August New Features and Updates September New Features and Updates October New Releases and Updates November New Features and Updates
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If an Auction has already been processed, can you add an additional fee for your previous tenant? Can you schedule an auction without a prompt from Hummingbird's Delinquency Automation? If a tenant's Space goes into auction, do they have to be notified when Space is sold and the winning bid amount? If a tenant's space goes to auction, are they notified of the winning bid amount and if the space is sold? What is the minimum amount required for a scheduled auction to close?Are taxes on a rental payment applied prior to applying a promotion? Are taxes applied on late fees? If a property is on anniversary billing and a transfer occurs, what would be the new billing date? If there are two open invoices and a tenant makes a partial payment, which invoice will the payment get applied? While catching up with an account that is past-due for a few months, in what order is a payment applied? If a tenant is on a quarterly or yearly billing cycle and misses a payment, will they still be billed quarterly or yearly? How many days before the due date is an invoice generated? How often are invoices sent to tenants? What happens to an invoice amount when a tenant vacates a Space mid-month? How is tax applied to an invoice? What happens to the excess amount if a tenant overpays an invoice? Is there a difference in tax rates for different types of storage Spaces? How are taxes handled if a tenant rents a Space in a different state? What happens if there is a change in tax rates for a state? how do they reflect on invoices? Can you add additional discounts or promotions for tenants on a multi-month billing cycle? How are these applied? If you change the billing day for a lease with a quarterly or annual payment cycle, when does it come into effect? If invoices are not paid on time, in what order does a subsequent payment get applied? Also, in what order does a payment apply across invoice lines - Rent, Coverage, Taxes, Late fees, etc.? Is a tenant eligible to receive certain discounts on rental rates if they pay for multiple months in advance? Does Close of Day support petty cash? Do you need to Close the Day every day to ensure there are no financial or accounting errors? Are the Available Payment Types on invoices configurable? For anniversary billing sites, does the billing cycle need to match when an existing tenant adds a new space?Are leads automatically created for incoming calls? How can a district manager listen to past calls? What is expected behaviour if no agents answer the call? What is the expected behaviour for a signed-in agent if another agent answers a call before they do? What is the behaviour if multiple tabs are open for a signed-in Charm agent and a call comes in? Can agents manually enter credit card numbers when they are on a charm call? How long does the user have to enter their card number before entry times out? What happens if the user enters invalid data for card number, CVV, or expiration date? What happens if the user enters card data that passes field validation but results in a payment processing error? (Issuer rejection or payment gateway error) Can a Hummingbird user present a card payment using a payment terminal if they are on a charm call? Does the caller have to re-enter all card information if a card payment is rejected by the payment processor? As an agent, I briefly hear a phone ringing sound (as if I’m phoning someone) when I pick up the call. Why and what does this mean? What is the caller’s experience if they are placed on hold? I moved the Toast to the bottom of the page, but it disappeared. How can I make it reappear? Is the agent availability status retained when an agent logs out and logs back in? Is it possible to delete a call recording or voicemail from Charm? Why does Charm immediately hang up on the caller when pressing the green answer button to take a call? Can we take calls directly on cell phones? How does call forwarding work, and how many people can be included? Does my browser need to stay active to hear Charm call notifications? Will calls be missed if the browser goes to sleep? Why does the “Retired” lead status not change to “Active” if a retired lead calls the property? Why does the call length value in Charm Phone Call Log Report not match the length of the call recording?What does an Overlock do in the Delinquency Process? Can you create a manual task outside of the Delinquency Automation and have that task be reoccurring? How much does a delinquent tenant have to pay in order to become current again? What are the supported delivery methods for generating documents during delinquency? If a tenant changes their delinquency structure (for example, the lien fee days from 35 to 30), does this impact all tenants or only new ones that go into lien? Can you send delinquency notices to the business representative? If there are two alternate contacts for a Space, will both of them receive delinquency notices?Can a gate access code have alphanumeric characters? What is the maximum allowed length for a gate access code? Can you modify a gate access code length? If a tenant rents more than one Space in the same property, can the same access code be set for all rented spaces? Can a family member or contact of a tenant be assigned their own gate access code? Does Hummingbird allow excluding certain values for use as gate access codes for security purposes? When linking contacts in Hummingbird, does the Access Code need to match for both contacts? Are DaVinci lock codes sent to all online rental customers despite their ID Verification status? Can you disable gate codes from being included in the automated rental emails if your property uses gate fobs instead?What is the difference between Hummingbird properties and Non-Hummingbird properties? Can you search for tenants using their phone numbers? How to make new feature requests? Why does Hummingbird ask permission to use my microphone when logging in? What services does Hummingbird Integrate with? How can you subscribe to new applications? What is the Base Rent, and how is it calculated? How does lead retirement work, and can you customize it?Is there a way to add YouTube videos on the website, within a company page? Can tenants update their email and contact information via the online portal? If a tenant updates their address on the website, will the address in Hummingbird also be updated? Where can you modify Soft Reservation Notification emails? How do you set up a discount to be applied at online checkout? Do you have to use a discount code? How do you publish content for a date in the past? Can you change the unit illustration image displayed on the self-storage website? Is there an option to mandate Autopay for all tenants when they pay online? Can you modify the reservation days on the self-storage website? What are advance reservations and how do you enable them? How do I add a marketing banner at the top of the self-storage website? How can you change the email address from which messages are sent to tenants? Where can you modify the "Size Disclaimer" text on the website? If the 15-minute hold timer expires while the customer is still on the Rent Now Mariposa screen, will they have to restart or will a new unit be assigned? If different Rate Variance settings are specified in the FMS Initial Setup and Website General Settings, which one takes precedence? Does Mariposa/Incode accept passports as a valid ID during the online rental process? If No, then which IDs are accepted? What is the significance of "Enable Account Edit" in the FMS Initial Setup section of Website CMS settings? Can you integrate XPS live chat with Mariposa? What is the difference between Enable Cart Abandonment" and "Email Abandoned Rental Notification" in the FMS Initial Setup section of Website Settings? What is GDS ID?How do I ensure that Automatic payments (Autopay) is enabled for all the upcoming rentals at my property? What is the difference between Refunds, Offline Reversals, and Chargebacks? Which Terminal is Recommended for Tenant Payments for Accepting Card payments by Swiping/Tapping/and Typing Pin? A tenant has a prepaid balance and Autopay enabled. How is the payment deducted, from the prepaid balance or their card since Autopay is enabled? Why is there a Void option for Cash payments in addition to Refund? What does each signify? How can you know if a payment was made from a One Time Payment Link? Does Autopay provide additional discounts on rentals? Does a tenant incur any additional fees for making rental payments with a credit card? How long does it take to deposit an ACH payment? While catching up with an account that is past-due for a few months, in what order is a payment applied? While taking a payment from a tenant via Check, how do I record the amount associated with the check in Hummingbird? What is a Paid through date? How do you know when there is a payment failure? Can you find details about a failed transaction? When autopay fails (for reasons like NSF), when is the NSF fee applied, at the first failure or after all the attempts run? Is there a way to perform a merchandise return/refund that is sold to a walk-in customer who is not a tenant? Can I refund credit card transactions anytime in Hummingbird, or is there a limit on the number of days? Can you re-issue the same invoice after its voided? Which payment methods are supported for one-time payment links? If an Autopayment was made today, can a user void it the same day? If a tenant is on a quarterly or yearly billing cycle and misses a payment, will they still be billed quarterly or yearly? Why is there an ability to set Autopay to re-run for 'X' days after the billing date? What is the difference between a Variable Fee and a Fixed Fee? How to Issue a Refund to a Tenant Why must customers manually link each unit to their online account, even if they are already linked in Hummingbird? Why can't all units associated with their info or the first linked unit be automatically pulled in? Is there a log of changes when a tenant updates their account information? Are tenants required to sign an Autopay addendum when enrolling or is this only a requirement in certain states/a preference for certain operators? How can you waive a month’s rent, late fees, advertising fees, etc. for a tenant? Does the CC Chargeback option refund a payment to a tenant or just removes it from the ledger?How to set up recurring reporting within Hummingbird? What do you do if the Lease does not get generated or is incorrect? Is there a Report that shows all the transactions that occurred through Tenant Payments? Is there a report that shows how much is collected in late fees? Is there a report that shows past tenants? Can you set up Hummingbird to generate activity logs for tasks performed by Property Managers? How do I know the origin of a Payment (i.e. via payment terminal, autopay, on file/manual, etc.) in a Financial Report? Is there a report that can provide information regarding Chargebacks? Is there a report that shows which user retired a lead? What do you do if you get a timeout error while downloading a report for all your properties? Is there a report that shows the Tenants’ Credit Card Expiration Dates? Why does the Rent Change Summary in MSR not match with the Rent Change information in the Rent Management Module?If a Tenant reserves a Space and they don't move in, will the Space go back into inventory automatically or will the manager have to manually take action? Does Hummingbird allow screening for blacklists in the rental flow? When a rental/reservation is initiated, there is an option to choose “how did you find us”. Is there a report to find how many times a source was selected? Can you see who Moved in and Moved out every month on the Dashboard? Where can you update a tenant's vehicle information after a move-in? How can you add the vehicle details after the tenant has signed the lease and moved in? When renting as a business, is the lease agreement generated with the business representative's name? Can you change a business profile to an individual profile? How can you view the Rental Abandonments in Hummingbird? Where can you find a record of the Lead Source information captured while moving in leads? Is there an option to restrict online reservations when only one unit remains available? When you make a reservation, is the price listed at that time saved even if rates change later?If you have a Prorize integration, can you make rent changes for your tenants? A tenant has a scheduled rent change for February and an existing invoice with a prepaid amount. Will the invoice be updated to the new rent amount on the Rent Change's effective date? Can a rental rate increase be applied in the middle of a payment cycle? While uploading a file in the Rent Change Queue, can I add new tenants or only the existing tenants whose rent is due for adjustment? What is the preferred file format? Are the rent plan defaults only available for value pricing or can you assign an automated rent plan to a space with no value tiers? Is the "Last Rent Change (Days)" column in the Rent Change Queue based on the current date or the effective date of the scheduled rent change? If an automated rent change is delayed due to an issue, and the system would normally approve it automatically, why would it then require manual approval? Is there an extra background check for these rent changes?How do I enable a user to Write off a past-due amount for a tenant as a loss to the property? If you’re unable to change a user’s role or permission, what could be the reason? Which permission controls whether a user can edit the autopay bill date? What can a user with No Permissions do and see within Hummingbird?How do I disable the functionality of sending monthly invoices to tenants via email? Let’s say, you have sent out an SMS in bulk to your tenants but some of them cannot see it in their Communications in Hummingbird. What could be the reason for this? Are property specific Email/SMS do not disturb settings based on the time zone where the property is located? Can you make alternate contacts mandatory? Can notes be deleted from a tenant profile? Can we resend failed documents via SimpleCertified in Hummingbird, or can we only download the failed documents and manually mail them out?What is Value Pricing? How Does Value Pricing Work? What needs to be configured for Value Pricing to work? Which views need to be enabled for Value Pricing to work? Can I change the name of the Value Pricing Tiers? What is Space Scoring? Does Space Scoring impact whether a unit is categorized as Good, Better, or Best? What does Custom Value Pricing do? Can I assign Rent Plans to my Value Pricing Tiers? Why don’t some units appear in Grid and List view?Why is my payment getting rejected? Possible Duplicate Request Invalid Service Expired Card Inactive Terminal (Backend) Cannot Complete Because of Violation Do Not Honor Invalid From Account Suspected Card Insufficient Funds Withdrawal Limit Exceeded Invalid Card Suspected Fraud Customer Requested Stop of All Recurring Payments from Specific Merchant PIN Attempts Exceeded Invalid Amount General CardAuth Decline
Understanding the Occupancy Statistics Report (OSR)
Table of Contents
The Occupancy Statistics Report provides you with detailed information about the area of a particular type of Space, its occupancy status, and associated financial metrics. This data is organized by Space Groups and is vital in monitoring and optimizing the use of Spaces at your property, making informed decisions, and tracking occupancy performance over time.
To view the OSR, expand the Occupancy Reports folder from your Reports Library and click Occupancy Statistics Report. Alternatively, you can use the Search bar available in the Reports Library.
Provide the following information:
- Report Time Period - The timeframe for which you want to view the data, i.e. Today, Yesterday, etc. You can also specify a particular date by clicking Custom Date from the drop-down list and selecting the required date from the calendar.
- Property - The property for which you want to view the associated data in the report.
- Grouping Profile - Select the desired Space Group containing categories or types of Spaces classified on the basis of their size, features, accessibility, etc. A Grouping profile is a requirement for running the OSR report and can be created under Settings in “Space Groups”
Note: These Space Groups appear based on your Property Settings. You can configure them by navigating to Space Groups in Settings.
Click Run Report.
Note: Since the OSR is a Static report, it cannot be customized in terms of adding or removing fields, filtering and sorting data, etc. and is downloaded to your computer in the specified format.
Alternatively, you can run the report by clicking Run Report from the corresponding vertical ellipsis.
OSR Report Sections
The Occupancy Statistics report is divided into three sections:
Consolidated Summary
A combined summary of data pertaining to the different types of Spaces/Groups available at your property. It comprises the following sections for both types of Spaces, i.e. Standard Storage and Parking:
- Area per Space - The amount of area allocated or available for each Space type, i.e. the total area available at your property divided by the total number of Spaces.
- Total Area - The complete area that your property encompasses for Storage and Parking Spaces.
- Occupied Spaces - The Spaces that are currently occupied by tenants.
- Vacant Spaces - Unoccupied or empty Spaces that are currently not used by tenants.
- Offline Spaces - Spaces that are temporarily unavailable for rent. They may be offline for various reasons, such as maintenance, repairs, cleaning, or other operational purposes.
- Total Spaces - The total number of Standard Storage and Parking Spaces at your property.
- Avg Set Rate - A fixed monthly rent that tenants are required to pay for leasing a Space at your property. It is a consistent, seldom-changing rate used to gauge the overall financial potential of your property.
- Avg Sell Rate - The rental rate at which a property owner intends to rent a Space to a tenant. It is not necessary that the tenant will pay the same rent if they enter a rental agreement.
- Avg Rent - The typical or mean rental price tenants pay for renting a Space at your property. This may differ from the Sell Rate.
- Gross Pot. - Gross Potential Revenue, the amount of rent that would be earned if each Space was rented at the Sell rate (Street rate).
- Gross Occ. - Gross Occupied Revenue, the amount of rent that would be earned if each occupied Space was rented at the Sell rate/Set rate.
- Actual Occ. - Actual Occupied Revenue, the total income generated from rental properties based on the actual occupancy status of the Spaces. Unlike "Gross Occupied Revenue," which assumes full occupancy of all Spaces, Actual Occupied Revenue accounts for the real number of Spaces currently occupied by tenants.
- Income Occ. % - Income Occupancy % is the percentage of potential rental income (i.e. the maximum possible rental income for a property with all Spaces occupied and rented at market rates) generated based on the actual income received from occupied Spaces. It is calculated as (Actual Occ. ÷ Gross Occ.*100).
- Space Occ. % - Space Occupancy % indicates a percentage of how many of the available Spaces at your property are currently occupied relative to its total capacity. It is calculated as (Occupied Spaces ÷ Total Number of Spaces * 100).
- Area Occ. % - Area Occupancy percentage indicates the proportion of the available area currently in use or occupied relative to the property’s total capacity.
- Econ Occ. % - Economic Occupancy percentage assesses the financial performance of your property. It measures the percentage of rental income that is actually collected or realized compared to the potential rental income that could be collected under optimal conditions, i.e. when all the Spaces are occupied and rented at market rates.
- Avg. Los (MO) - Average Length of Stay based on move-outs refers to the average duration (in days) a tenant remains at a property. It is generally determined by calculating the difference between a tenant’s move-in and move-out dates.
Occupancy Summary
This section highlights information pertaining to different Spaces based on their occupancy status, i.e. Occupied, Vacant and Offline.
- Space Count - The number of occupied, vacant, offline, and total Spaces at your property.
- Space Occupancy - The percentage of occupied, vacant, and offline Spaces relative to the property’s total capacity.
- Area - The total area of each type of Space within your property.
- Area Occupancy - The percentage of occupied, vacant, and offline area relative to the property’s total area.
- Average Area/Space - The mean area allocated or available for each Space type.
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Average Rent/Space - The typical or mean rent for the different Space categories at your property i.e. Occupied, Vacant, and Offline.
- Average Rent/ Space (Occ.) - The Average Rent per Space for Occupied Spaces is calculated as the Total Rent for Occupied Spaces/Total Number of Occupied Spaces.
- Average Rent/ Space (Vacant.) - The Average Rent per Space for Vacant Spaces is calculated as the Total Base Rent for Vacant Spaces/Total Number of Vacant Spaces.
- Average Rent/ Space (Offline.) - Average Rent per Space for Offline Spaces is calculated as the Total Base Rent for Offline Spaces/Total Number of Offline Spaces.
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Average Rent/Area (Monthly) - The average monthly rental price of different Spaces at your property based on their size or area.
- Average Rent/ Area (Monthly) (Occ.) - The Average monthly rent per area for Occupied Spaces is calculated as the Total Rent for Occupied Spaces/Total Area of Occupied Spaces. This metric helps in understanding the monthly cost of renting a Space in relation to its size.
- Average Rent/ Area (Monthly) (Vacant.) - The Average monthly rent per area for Vacant Spaces is calculated as the Total Base Rent for Vacant Spaces/Total Area of Vacant Spaces.
- Average Rent/ Area (Monthly) (Offline.) - The Average monthly rent per area for Offline Spaces is calculated as the Total Base Rent for Offline Spaces/Total Area of Offline Spaces.
- Average Rent/Area (Annualized) - The average annual rental price of different Spaces at your property based on their size or area. It is calculated by multiplying the Average Rent/Area (Monthly) for the Occupied, Vacant, and Offline spaces by 12.
Revenue
This section provides information on the different types of Revenue, expressed as both dollar value and percentage.
- Gross Potential Revenue - The rent that would be earned if each Space was rented at the Sell rate (Street rate).
- Economic Vacancy - The amount of gross revenue lost because of vacant Spaces. It is calculated as the variance between Gross Occupied and Gross Potential Revenue.
- Gross Occupied Revenue - The amount of rent that would be earned if each occupied Space was rented at the Sell rate/Set rate.
- Gross Complimentary Revenue - The rent that would be earned if each Complimentary Space (i.e. Space designed to work well together with other Spaces, for example, dedicated packing and unpacking stations near a Space, locker-style space accompanying a Space, etc.) was rented at the Sell rate/Set rate.
- Gross Offline Revenue - The rent that would be earned if each Offline Space (i.e. Space temporarily unavailable for rent) was rented at the Sell rate/Set rate.
- Actual Occupied Revenue - The total income generated from rental properties based on the actual occupancy status of the Spaces. It is calculated by totalling the actual rental rates of occupied Spaces.
- Promotions - The total amount of promotional discounts recognized by accounting. Promotions are marketing incentives a property uses to entice new or existing tenants to rent.
Other
- Reservation Count - The total number of reservations made for different types of Spaces at your property.
- Complimentary Count - The number of Complimentary Spaces at your property.
- Offline Count - The number of Spaces temporarily unavailable for rent at your property.
- Avg LOS - Based on MO - Average Length of Stay based on move-outs, refers to the average duration (in days) a tenant remains at a property. It is generally determined by calculating the difference between a tenant’s move-in and move-out dates and dividing it by the total number of tenants.
- Avg LOS - Aggregated - The average aggregated duration (in days) for which tenants stay at your property. This metric is used to assess tenant retention and the stability of your tenant base.
- Lifetime Value - Based on MO - Helps identify how much revenue one can expect to earn from a tenant over the entire duration of occupancy with your property.
- Lifetime Value - Aggregated - The total expected financial value generated from all tenants within your property over the entire duration of their tenancy. It involves calculating the combined Lifetime Value of all tenants within your property.
- Tenants paying over/under Sell Rate - The count of tenants paying over the average Sell rate, i.e. the unit base rate versus those paying under the Sell rate.
Standard Storage
This section provides the occupancy data pertaining to all the different Storage Space sizes/area available at your property. The columns in this section are the same as those in the Consolidated Summary section.
Parking
This section provides the occupancy data for all the different Parking Space sizes/areas available at your property. The columns in this section are the same as those in the Consolidated Summary section.
