General Help and Questions

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Hi Manel,

You can set up a last minute discount in OwnerRez that will push out to Airbnb as a last minute discount, provided you follow the guidelines in this support article:

https://www.ownerrez.com/support/articles/last-minute-discount

If you need additional help on this, don't hesitate to reach out to us at help@ownerrez.com

Hi Ken,

Does using this feature push through to AirBnB using the AirBnB last minute discount setting - so that the discount shows up as a strike through - or simply reduce the listed price?

Sorry my mistake on my end. Thanks for responding so quickly!

Hi Steph & Adrian!

I do see the booking in your OwnerRez account.

If you're still having issues with this booking, don't hesitate to reach out to us at help@ownerrez.com and we'll be happy to take another look for you!

Hello!

regarding booking ORB13646577. They booked today, checking in 2 days from now. This is the first time the booking has not auto populated into ownerrez calendar for me. They booked about 5 hours ago now. It says credit card payment was received and booked directly through my website it seems like. 

any help would be much appreciated!

Thanks for submitting that Feature Request, Cory! https://www.ownerrez.com/forums/requests/customizable-poc-to-be-compliant-with-new-airbnb-off-platform-terms

I'm going to close this thread so that any dialogue can continue in the request linked above.

Specifically, Airbnb’s updated policies state that hosts may not:

• Solicit guests for their email address, mailing address, or other communication channels using the Airbnb messaging system or email alias after a booking, except where necessary for reasons related to their stay.
• Ask guests for reviews of their Airbnb stay on external platforms (such as Google, Yelp, or other websites).
• Require guests to access third-party websites or apps to physically access the property unless legally required.
  
  

At the same time, Airbnb’s policy notes that hosts may request contact or identity information if it is related to the guest’s stay, for example, when handling rental agreements, collecting IDs, security deposits, or ensuring proper communication during the stay.
What to Consider:

• Hosts who require a signed rental agreement, collect backup contact information, or manage security deposits may continue these practices, provided they are clearly tied to the logistics and requirements of the stay.
• Communications with guests should remain focused on completing the reservation, facilitating the stay, and complying with any local or property-specific requirements.
• Requests for guest reviews related to an Airbnb stay should remain within Airbnb’s platform and should not direct guests to leave feedback elsewhere.
  
  

You can read Airbnb’s full updated policy here: Airbnb Off-Platform and Fee Transparency Policy

The tools and features available in OwnerRez, such as custom messaging, rental agreements, and data collection, can be used in a compliant or non-compliant way depending on how you configure and utilize them. Nothing in the OwnerRez platform inherently violates Airbnb’s policies. However, it’s important to ensure that any data you collect is used solely for purposes related to the guest’s stay, not for future marketing or unrelated communication.

Isn't collecting email addresses via links in the airbnb text communications now in violation of airbnb's new rules? I've heard that if we use Ownerrez, we're not subject to the new airbnb rules, but I've just read through all those rules, and that's definitely not obvious from what I've read. I've also noticed a steep drop-off in bookings recently over the last month and am wondering if Airbnb is already monitoring whether hosts have links, and is now downgrading our listings via their algorithms and AI monitoring. Perhaps I'm being paranoid, but I'm tempted to remove any and all links in my automated messaging templates that pass through airbnb. 

Hey Cory,

The POC text is not currently customizable. You could add a feature request for this.

As an alternative, you can also add your explanation in your channel message where you've added the {BUFIXUP} link.

Hi Cindy,

I have not cancelled any bookings as a result of the renter agreement - everyone has signed. For a while I was surprised how many people asked questions about it. I have kept the language about 48 hours to hopefully have this completed more quickly, and if someone were to say they are not willing to sign, then I would not need to wait more than 48 hours. I have been adding more info to my messages about why I use the renter agreement and about OwnerRez, and it has helped a lot. I rarely need to be involved now. I also set up automatic reminders after 3 days and after 5 days. If more than 6 days pass, I personally get a text alert that a booking does not have a signed agreement. I can send a custom channel message.

I mention that keybox codes are not send until the agreement is signed. I use auto messages for our keybox code, and I set up the trigger to only send if the agreement is signed so I don't have to manually check.

Good luck,

Cory

 

Question. If the guest on AIRBNB does not sign your rental agreement/make deposit w/in 48hrs, do you call Airbnb to cancel for you?

Thank you. 

You advise the guest that they will NOT receive access to the property without a signed rental agreement. make sure that your door code/access is not sent unless they have signed the RA. That usually prods them to sign. 

Thank you for sharing. I'm learning so much.

Question. If the guest on AIRBNB does not sign your rental agreement/make deposit w/in 48hrs, do you call Airbnb to cancel for you?

Thank you. 

I would like to change the text in the POC form. I do not need custom fields, I just want to edit the text of the POC form. I don't see this in any list of templates or in any settings menu. How do I do this?

I do see how to change the template to not be the system template in the system messages, but I don't see a way to start with the POC form and change it to be a custom template.

Ideally I would like the ability to have multiple POC templates, please confirm if this needs to be a new feature request. The new Airbnb off platform terms seem to say that hosts need to ask if guests would prefer to be contacted off platform before collecting email or phone numbers. I would like to explain why receiving information via text and email is useful (cellular data is often unavailable). To be compliant with these new terms, I would need to clarify on the POC form that Airbnb guests can provide info if they prefer, but keep the standard template for direct booking guests where there is no other channel.

Welcome Rich!

For the most part, it's your account, your rules. As long as a quote hasn't been created for an inquiry, you should have no issues deleting it.

If you have additional questions, feel free to reach out to us help@ownerrez.com and we'll be happy to help!

Hi...I'm brand new here and just had the API with VRBO connect last night.  I awoke to find a dump of 9 inquiries that I had already answered and resolved.  None of them have contact info associated with  them.

Is there any reason why I should not delete them from the Inquiry register?

Hi Jennifer!

You should still be able to send your renter agreement via channel templates. If you have a channel template using the BUFIXUP field code and have the template sent at booking creation, it should have a POC form where they can enter their email address before signing the agreement. It should save this on the POC form and be entered into their booking in OwnerRez.You can read more on how to set up a channel template with your renter agreement here: https://www.ownerrez.com/support/articles/trigger-example-booking-channel-reply-request-contact-info

Please don't hesitate to reach out to help@ownerrez.com if you have any questions!

This took some digging... it seems that you're trying to delete a photo that's currently in use as the header or the theming logo. 
Look at a preview (or signed guest copy) of your Renter Agreement to see which photo is in there. You'll then want to go to Settings > Theming  and remove any of those small photos from being theme logos.

Once that's done, you should be able to delete the pictures from the Properties > Photos page.

I would love to know if you ever came up with a solution!

Nothing changes for OwnerRez Airbnb Channel connected users.  The method you use today to collect guest email addresses, security deposits and any other information is still allowed.

Using  the {BUFIXUP} Field Code in your templates will ask the guest to complete the Point of Contact (POC) form, sign the Renter Agreement, and put a credit card on file for the future Security Deposit hold all at once. This can be helpful in reducing the number of emails going back and forth with the guests to collect all the necessary info.

I can see our Help Desk also answered an email from you on this topic, and it sounds like you're all set now.

Hi Cecilia,

What about reviews, are they deleted when a property is disabled?

Reviews for disabled properties are no longer displayed in your reviews section in OwnerRez, although they are still retained. If you re-enable the property, the reviews will be there.

What about channel listings, I know that integrations are deleted, but what happens to the Airbnb and VRBO listings attached to it, do I have to go manually disable them on vrbo and airbnb?

We have documentation on what you'll need to do for the listings on these channels

Airbnb: https://www.ownerrez.com/support/articles/channel-management-api-integrations-airbnb-setup-connecting#activate
Vrbo: https://www.ownerrez.com/support/articles/channel-management-api-integrations-vrbo-setup-connecting#disconnect

bigDeeOT As Ken mentioned, the Messaging update does not currently have a specific ETA and will most likely release later this year. In the meantime, I think you could use a scheduled time trigger to achieve the functionality you need.

If you use the criteria BlueMtnCabins shows above, set it to go out many days before arrival, and set the retry criteria to keep trying until arrival, it will send out as soon as the security deposit is scheduled. I tested this for a same day booking and the template was sent out properly.

Hey bigDeeOT,

Adjusting those triggers as outlined above should get you to your goal. By setting up a time based trigger with a condition for Security Deposits, and applying a retry option, you're essentially turning that time based trigger into an event based trigger. They won't attempt to fire until the condition has been met.

Feel free to write us at help@ownerrez.com if you need any assistance with setting those up. We'll be more than happy to write out detailed instructions for you. 

There have been a lot of recent changes with PCI compliance requirements, with the start of the move from PCI DSS 3.2 to 4.0 becoming the new industry standard. OwnerRez is fully compliant with PCI 4.0.2 at this time.

The form your processor (or their verification company) may be asking you to fill out is "SAQ A: e-commerce/mail/telephone merchants that outsource all payment processing" Version 4.0.1, as long as you are handling all payments through OwnerRez systems to this processor. If you are using the processor for any other transactions, you may need to fill out an additional form for there (if you have direct access to guest credit card numbers).

We are in the process of writing a new guide to help with PCI scans due to the upgraded industry standard PCI DSS 4.0 starting this year. We hope to be releasing final updates soon but most of the information is already on our Support Center:

https://www.ownerrez.com/support/articles/privacy-security-pci-compliance

OwnerRez is fully PCI DSS 4.0.2 compliant, our Attestation of Compliance is available for review if you would like to (as recommended in section 2h) or if your processor requires a copy of our AOC as well. 

In order to review the OwnerRez Attestation, this requires signing a Non-Disclosure Agreement. Email help@ownerrez.com with a subject of “PCI Attestation” to get that process started.

I am trying to get PCI compliance, they are asking me if OwerRez scans the website? since my website is hosted by ownerRez

What about reviews, are they deleted when a property is disabled?

What about channel listings, I know that integrations are deleted, but what happens to the Airbnb and VRBO listings attached to it, do I have to go manually disable them on vrbo and airbnb?

With Airbnb's new policy coming into affect....how do I send my ownerRez rental agreement without their email address? I must be missing something? Can we change it so we can send this through their platform?

https://www.youtube.com/watch?v=AUiiP44ivn8

With Airbnb's new policy coming into affect....how do I send my ownerRez rental agreement without their email address?

https://www.youtube.com/watch?v=AUiiP44ivn8

Hi any update on this? Seems like it should be pretty simple to allow triggers when the security deposit is scheduled. I’d like the guests to have all the relevant information needed for checkin as soon as they complete the steps. 

Thanks Rex!

I have mandatory extra cleaning fees(s) for stays of certain lengths,  but no matter how I try to set it up in OR, Airbnb doesn’t find the extra cleaning fees.   Sounds like I need a solution, can OR help?

in any case we have one month to comply and it seems like a new OR feature will need to be developed to make this work. 

Long story short, nothing changes for OwnerRez users!

Short story long, we can break down that email into smaller parts:

• Mandatory fees that guests need to pay, such as utilities, pet fees, and resort fees, must be included in the nightly price or “Additional Charges” in your calendar’s price settings.
  • All OwnerRez surcharges are sent either as part of Rent or as Additional Charges already. 
  • Security Deposits are displayed on the Airbnb Checkout page:
  • 
• Any mandatory fees not included in a listing’s total price at checkout are no longer allowed.
  • You're not allowed to have an undisclosed fee that's required to pay upon arrival (such as a parking pass or HOA fee) - they must be included in the listing and prepaid through Airbnb.
• Optional add-ons, like paid parking, can be offered to guests but must be stated in listing description or house rules and processed through the 
  • As an API Property Management Software user, you have the "Collect Offline Fees" flag on your Airbnb profile. Offerings must still be listed in your Airbnb description, but can be paid through OwnerRez.
    • If for some reason you are in contact with Airbnb and the agent says your account does not have the "Offline Fees" flag, ask for their name and a case number, and write in to help@ownerrez.com so we can assist.
• Any reservation changes, such as dates or number of guests, must be made directly to the booking by selecting “Change reservation” in the reservations details page.
  • This is how everything works anyway, changes are made on the Airbnb Reservation Details page. These changes are not made in OwnerRez for Airbnb bookings!
• Security deposits can no longer be collected, with limited exceptions. To address damage or accidents that happen during a stay, Airbnb offers top-to-bottom protection through .
  • You are one of the "Limited Exceptions" as stated in Airbnb support articles 2827, and 140. If you have an Airbnb representative or a guest disputing your eligibility of collecting Security Deposits, we have more information and suggested replies in our Support Center: https://www.ownerrez.com/support/articles/channel-management-api-integrations-airbnb-common-issues-questions#offline-secdep-complaints
• Payments for all fees must be processed through Airbnb with limited exceptions.
  • As an API Property Management Software user, you have the "Collect Offline Fees" flag on your Airbnb profile.

I hope this clears everything up, let us know if you have any other questions!

Has anyone seen this from Airbnb this morning?

(Full text below the screenshot)

Seems like they want deposits (even api host offsite holds) to show up as a fee in their check out.  They’re trying to show all the fees upfront on the search The problem is the deposit is a hold not a charge, but if they show it, it’ll look like a charge and make listings with holds/deposits seem more expensive.   I hope that’s not what they’re doing, but I can imagine it is since they’re trying to discourage off site activity.

in any case we have one month to comply and it seems like a new OR feature will need to be developed to make this work. 

OR support please advise!  

Pm Review our updated offsite payment and fee policy
We’re updating our Offsite Payment and Fee Transparency Policy to strengthen trust in our community, provide more clarity to guests, and comply with price-transparency laws in the US, including a new Federal Trade Commission rule.Here's what you need to know

• Mandatory fees that guests need to pay, such as utilities, pet fees, and resort fees, must be included in the nightly price or “Additional Charges” in your calendar’s price settings.
• Any mandatory fees not included in a listing’s total price at checkout are no longer allowed.
• Optional add-ons, like paid parking, can be offered to guests but must be stated in listing description or house rules and processed through the
• Any reservation changes, such as dates or number of guests, must be made directly to the booking by selecting “Change reservation” in the reservations details page.
• Security deposits can no longer be collected, with limited exceptions. To address damage or accidents that happen during a stay, Airbnb offers top-to-bottom protection through .
• Payments for all fees must be processed through Airbnb with limited exceptions.

These updates, effective May 10, 2025, will make it easier for guests to understand the cost of staying at your home and book with confidence.

Review your pricing now to make sure all fees are clear to guests at checkout.