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One additional comment for James,

If you can't use a message with the {BUFIXUP} code that sends a guest to My Stay.  You can use {BULEASE} in a message to send guests the request for Contact info and your Rental Agreement. No Security Deposit with that code. So you don't have to turn off security deposits at the property level, which, as Alece correctly mentions, would impact the disclosures on Airbnb.

But if someone reading this wanted to use this process to bypass My Stay but still wanted to send out a request for a Security Deposit, you still can in a variety of ways, including the field code {BUSECDEP}

Hi Ben,

It doesn't look like Vrbo has made any updates. When going to their site and going to a listing, it's still hidden behind the number of travelers field

Hi Suzy!

Sorry for the late reply! You should be able to change the color of the price box by adding the following CSS to your hosted website or booking/inquiry widget if your not using our hosted website: 

.alert {

background: #add hex color code here !important;

}

In the section where it says 'add hex color code here', you'll want to replace that with the code of the color you want it to be. This website lets you choose a color and gives you the code: https://htmlcolorcodes.com/

If you're only using widgets and not a hosted website, you can insert it by going to Settings > Widgets > click into the Booking/Inquiry Widget > click Change. On the following page, scroll to the bottom, insert it into the CSS box, and save the changes.

If you're using our hosted website, go to Settings > Hosted Websites > click on the site name > click Theme and Layout > go to the CSS tab. From there, insert the CSS code and save the changes.

Is this still an issue, or has it been resolved?

I am trying to integrate two new properties to Airbnb. I have 11 other properties already connected.  It is giving me an error that I have the wrong cancelation policy but it is set exactly the same as all my other properties. Does anyone have a work around for this? 

Hi Epiqhost,

Thank you for noticing these issues. I don't have a lot of answers to these questions, so I am going to write them both up for investigation.

Thanks again.

Follow-up on 7/24.  The My Stay verification message is now using {PDISPNAME} instead of {PNAME}.  Thanks for bringing that up

Hi Sherry,

I can see behind the scenes here that you've already been in touch with our Onboarding team. They'll be happy to assist!

For anyone else who may come across this thread, we do offer complimentary Jumpstart calls for account setup assistance. More information on that can be found here: https://www.ownerrez.com/onboarding 

Thank you for letting us know they (sneakily) rolled out this significant change! I had no clue.

The challenge many are facing, from what I can tell, is that some use third-party OR partners for some of their steps — such as this gentleman using Charge Automation to collect his security deposit. So because security deposit is turned on in OR (so that it correctly shows online as a requirement), the My Stay portal is requiring that step to be handled via OR in addition to his Charge Automation collecting as well... thus the double-charge he mentioned. 

The My Stay portal appears to need more flexibility and customization based on users' full scope of requirements and what tools they use for each one. 

I've long required a security deposit for Airbnb bookings, but usually I ignore it and submit a claim via AirCover instead, since that reduces the risk of a chargeback, and AirCover will often cover it anyway even if the guest declines to pay (reducing bad blood between host and guest).

But I went to submit an AirCover claim today for some damaged rugs, and I got this warning:

I tried the option for the security deposit already being returned (even though it hasn't been) and got this:

I then went back and clicked "None of the above" and got this:

This is definitely new to me since my last AirCover claim (which, admittedly, was awhile back), but I hadn't seen it mentioned here before, so I wanted to share these screenshots.

I'm wondering if maybe I'd do better to just skip the requirement for a SecDep for Airbnb bookings (it's a constant source of friction with guests not wanting to provide their details) and rely on AirCover if that's effectively what I've been doing anyway. And in this year's more challenging environment, reducing guest friction may lead to an increase in bookings and revenue, which would be a plus...with little downside, since I wasn't really ever collecting on the SecDep anyway.

I do think the mere presence of the SecDep, even if I never actually used it, did help to self-select for guests who will be more respectful of my property, so I might get more bookings without one but I might end up with more guests who are of the type to damage the property or treat it poorly. It's just a bit frustrating that Airbnb leads guests to think I'm a bad host for requiring a SecDep (with all kinds of warning and verbiage telling people not to pay or give information outside of Airbnb that I have to work hard to overcome) but then they want to outsource their risk to we hosts who do collect SecDeps. They want it both ways...

Hi James,

Nothing functionally should be different when guests use the My Stay page.  It is simply a much-needed update and re-design of the pages that made up the destination of the {BUFIXUP} field code. This is the first step toward the ultimate goal of a full-fledged guest portal.

If you have 'Security Deposits' turned off in a Properties > Rules, that section will not appear on the MyStay page.

If that is the case, and you are still seeng requests for a security deposit, please send in a ticket with the booking ORB number and screenshots if possible to help@ownerrez.com

Hi Eric,

Unfortunately, when integrating Google Vacation Rentals with OwnerRez, your two options are an OwnerRez hosted website or the OwnerRez global landing page (for those without hosted websites)

Here is the link to the FAQ in the support docs with more explanation

https://www.ownerrez.com/support/articles/google-vacation-rentals-common-issues-questions#non-or

Hi James,

I see that you heard about Airbnb's upcoming changes concerning Super Strict cancellation policies. They announced by email only to those who currently have one of these policies. You may not find anything about it by searching Airbnb support documents.

Here is what they sent:

Switching to a Firm cancellation policy

On September 15, listings with a Super Strict cancellation policy for shorter stays will automatically switch to a Firm policy.

We’re making this change because we’ve seen hosts benefit from giving guests flexibility. Offering a more flexible cancellation policy can improve your earnings and ratings.

Switching to Firm can make a difference

Greater earnings potential

Over 650,000 hosts recently switched from a Strict to Firm cancellation policy and saw an 8% increase in earnings on average.*

Higher quality ratings

More than 25% of listings with a Firm cancellation policy are Guest Favorites, compared to 11% of those with a Super Strict policy.**

If you prefer to switch to a Strict policy instead of Firm, you have 90 days to .

Airbnb, Inc.

888 Brannan St.

San Francisco, CA 94103, USA

*Based on internal Airbnb data comparing hosts worldwide who switched from a Strict cancellation policy to a Firm cancellation policy with hosts who kept a Strict cancellation policy between October and December 2025.

**Based on internal Airbnb data of hosts worldwide who kept a Super Strict cancellation policy between January and March 2026.

Frequently asked Questions:

• Q: The most common question we get is "can we 'opt in' to keeping our super strict policy." 
• A: The answer appears to be 'No.' They still offer a 'Strict' Policy that you can choose in Airbnb, this policy should then sync with OwnerRez. They are allowing you until September 15th to switch to this 'strict' policy instead of being 'auto-switched' to Firm.

• Q: Who can we talk to at Airbnb to get them to change their minds?   
• A: Some of their execs have published emails: brian.chesky@airbnb.com, joe.gebbia@airbnb.com, tara.bunch@airbnb.com

• Q: Which is a better choice moving forward, Firm or Strict?
• A: Depends on who you ask. Airbnb is telling you with statistics that Firm is better for you because guests like a free cancellation period. Strict guarantees you at least a partial payout after a 24-hour grace period.

The screenshot that you show there is the place to make your selection.  You can't keep a super strict policy. You'll have to choose between Strict and Firm.  And you do so  by clicking that button. If you click it, nothing will happen now.  They will change your policy in September.  OwnerRez is still working to figure out how to update our records when that change happens.

Wanted to echo the issues noted here.  GH still not integrating properly. Taxes not showing up and miscalculated. Also, not sure what is going on with their integration with VRBO and AirBnB - I am somehow getting inquires from VRBO through GH and there has been at least one occasion where a guest was having difficulty booking and seeing different rates and where I got a notice for a late response when I had responded on time. Not sure GH is going to be a fit for me going forward unless they sort all this out and answer a lot more questions about how their integration with the other channels affects my listings there. 

There wouldn't be a way to directly opt out of this if you're using the {BUFIXUP} field code. However, a workaround would be to use the {BULEASE} and {BUSECDEP} field codes in your templates, which would use 2 separate links rather than one. The {BULEASE} field code should generate a link to the POC form and rental agreement for the guest to fill out and sign. The {BUSECDEP} field code generates a link for the guest to provide their credit card information so the system can schedule the security deposit.

One thing to note is that the Requirements section might not show that all requirements are met since they wouldn't be using the portal link.

I need help setting up my account optimizing listing 

Hi OwnerRez team,
I’ve run into two recent changes that I can’t find any support documentation or release notes for, and both are creating real friction in daily operations. Posting here in case others are seeing the same thing - and hoping someone can point me to settings, documentation, or a fix.
ISSUE 1: Mobile inbox messaging - loss of partial text selection and image handling (iOS)
For years, my workflow on iOS has been to long-press within a guest message thread to select and copy small snippets of text - a door code, a date, an address, a specific sentence - to paste or repurpose elsewhere. That behavior has been stable and reliable.
Recently, the long-press behavior changed. Now I only get the option to react to the message or “Copy Text,” which copies the entire message rather than letting me select just the portion I need. In some cases, even the “Copy Text” option doesn’t appear, and I haven’t been able to identify why the interface behaves differently at different times.
Related to this: photos and images sent through the messaging thread have never rendered full-size for zooming when tapped. The workaround has always been to long-press and “Save to Photos” so I could open and manipulate the image there. With the new interface, that option has disappeared as well - so there’s now no way to view image details sent by a guest from a mobile device.
I’m on mobile roughly 90% of the time when handling guest messaging, so these changes have made the mobile experience extremely challenging. Questions:
• Was this an intentional change, and is partial text selection coming back?
• Is there a supported way to view or save full-size images from a message thread on mobile?
• Is there documentation on the new mobile inbox interaction model?

ISSUE 2: New guest portal - verification message using internal property name variable
I love the concept of the new guest portal and the rollout overall. However, guests are receiving a verification link message that appears to use the internal property name ({PNAME}) rather than the public display name.
Our internal property naming includes owner last names and other details we would never intentionally put in front of guests, so this is a real problem for us.
The bigger issue is that I cannot locate this template anywhere in my account:
• Where does the guest portal verification template live?
• What triggers it, and when exactly is it sent to guests?
• How can I edit it to use the public display name instead of the internal property name?
If this is a system template that isn’t currently editable, I’d like to formally request that it either (a) default to the public display name, or (b) be exposed as an editable template like other system messages.
Thanks in advance - happy to provide screenshots, device details, or screen recordings for either issue if that helps troubleshoot.

Michael Edwards
Epiqhost

How do we opt out of this? I have 3 new bookings and 2 older ones that hadnt signed agreement yet, and when they all try it says the agreement is expired. A lot of guest friction.

I have a question regarding the new check out process and using Charge Automation for security deposits.

In the past I would have a security deposit set up on a property. This needs to be there to inform the guest at the booking point (airbnb). However I actually use Charge Automation to do the deposits themselves (useless EU law problem). This hasn't been a problem as i don't send out an OR link but a CA link.

Since the new Guest portal has been implemented i am suddenly getting guests having the security deposit hold taken twice.

Can anyone advise of the best way to set this up now?

Is there a delete button to get rid of a post made in error?

Hi All,

I've just finished my Crafted Stays site, and it's a welcomed upgrade from the native OR template.  However I can't figure out how to link it with Google Vacation Rentals.  Rezzy is telling me that it isn't possible... which I find hard to believe since it is a OwnerRez integrated site.  Any feedback appreciated. 

Is there any update on this question?

Quickbooks Online keeps getting more and more expensive. I am keen to try other options.

Hi Donna!

OwnerRez does not offer a commission or revenue-sharing arrangement to hosts for CFAR or standard travel insurance policy purchases made through the platform.

I'm also keen for some clarification on this (currently on a super strict 30 day cancellation policy).

I’m wondering if there is any guidance on this for those of us on API connection. 

I believe that we stay on our current policy but need to let people know one way or another.

Hey folks! I wanted to see if anyone else is trying the Stay integration. I've had it enabled for a while and I'm not seeing any conversion from it. I am seeing quite a lot of inquiries, but it doesn't convert.

Honestly, I think the integration is a bit clunky and I don't really see how this is supposed to work.

1. Guest visits your Stay site
2. Guest clicks the Contact Owner button
3. It triggers a "Book Now" event in OR, but doesn't actually route the user to your direct booking site.
4. User gets an email from Stay with a button to "Book now!"
5. That just routes them back to the host's Stay site to start the cycle over again.
6. In OR, the Inquiry is marked as "answered" saying OR sent the guest an email which DID NOT happen (they got an email from Stay in step 4 above, but not OR).
7. Clicking "Answer guest with Quote" -> "Answer Again" DOES trigger an OR email with a quote. So now I have to be in the loop to answer an inquiry again.

This is all very clunky and I can see why users fall off from this flow. I think ideally it would flow like:

1. Guest visits your Stay site
2. There's a prominent "Book Now" button that routes to your direct booking site on the specific listing they were looking at. If there's guest information/dates they can pre-populate great, but if not, at least put them on the direct site.
3. Book!

Curious if this is how it's supposed to work or if others have had better luck. I feel like there's a lot of potential here, but I probably won't renew the Stay service unless I see some improvements here.

Thanks in advance!

Anyone know what time the Support desk is open?

I'm assuming it is in Canada but they have 6 time zones? Last I heard on a ticket was an I'll look into it and get back to you on Friday 18:38 GMT.

I've got a client whose portal isn't showing all of their bookings across 7 properties. Plus OR is also failing on some automated messages. 

A few weeks ago, I made some very detailed, comprehensive recommendations for unified communications/inbox, and got no comments or interest from the OR team. 

What are your thoughts? Suggestions?

If you support this, please vote for it, and add your comments.

https://www.ownerrez.com/forums/requests/redesign-the-host-workflow-customizable-booking-actions-faster-timeline-access-and-a-solohost-mode

"Pre-approving sends a quote to the guest that allows them to book. Your calendar dates will remain open until the guest makes a payment."

You are correctly interpreting the answers above.

*API connected hosts cannot pre-approve a quote

*Yes, that info on the inquiry is confusing!

I don't use this approach, but I agree that it should change back. Rolling it into rent is no different than adding the rate adjustment via the channel integration. What's the point of 2 different methods of accomplishing the exact same thing? I imagine a user adding the adjustment via the Surcharge method is anticipating that it will show up as a separate surcharge, just like all the rest of surcharges do. 

(@Missy - make note that this isn't in the Feature Request forum, so there's no way for me to up-vote!)