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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.
This is all very clunky and I can see why users fall off from this flow. I think ideally it would flow like:
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.
"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!)
I agree that the inquiry process is confusing on Vrbo!
Think of inquiring guests as tire kickers- maybe they want a deal; maybe they wrote to ten hosts to see who replies, maybe they have special questions they need answered before being ready to book; perhaps they are just not serious.
Inquiries mean answering their questions and then directing them to book.
Adria - This is the bit that is super confusing and shows up at the top of the VRBO
Inquiry
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.
Sun, Aug 2 — Wed, Sep 22 adults USD xx,xxx.xx
Total reservation amount: $xx.xxx.xx
MY PROPERTY Prop ID: 1234567
Booked through Vrbo on Wed, Jun 3
To make changes to this reservation, use your property management software.
I am not on instant book...
But what I am reading in this thread is that since it is an Inquiry, I am NOT able to pre-approve to allow them to book
So for now I have sent a message to the customer that they can feel free to Request to Book and that I will approve it right away.
So the issue is that OwnerRez doesn't support the country I am in (Antigua and Barbuda). But PowerTranz does support our country.
Hello!
We have an integration with Powertranz that might work! They're designed for Caribbean and Atlantic region businesses. We have this support article that goes over the banks they support and how to set up the integration: https://www.ownerrez.com/support/articles/payment-processing-gateways-powertranz
Vrbo would only stay the merchant of record if you don't API connect to them. If you were to API connect, you would become the merchant of record and be required to process payments.
on 5/20/26, OwnerRez made this change:
Tweaks
We have enabled automatic rate adjustments for airbnb bookings, so that our "airbnb fee recapture" line item is not included in Rent line item. We configured this way so that we are comparing apples to apples when running line item pivot reports with YOY comparisons. (this is critical since airbnb raised commissions from 3% on rent to 15.5% on all charges).
However, the MOST IMPORTANT reason this rate adjustment needs to stay seperated because AIRBNB FEES ARE NOT COMMISSIONABLE TO OWNERS!
Community, please vote this up so that ORez knows it is important to keep rate adjustments seperate from the commissionable rent line item.
I have been emailing with support for 2 weeks with no results.
Please undo this Tweak and restore our rate adjustments to a seperate line item.
Thank you :)
Is there a means of earning a commission percentage on every CFAR policy sold directly through OwnerRez as The Host Co offers its users?
see: https://thehost.co/cancel-for-any-reason-insurance
Hello!
If you need to change the booking dates, you can do so by going to the Overview tab > clicking the pencil in the far right corner (should say Change/Move when you hover over it). On the following page, you should see an arrival and departure date box where you can adjust the dates of stay and save the changes. We have this support article that goes over it: https://www.ownerrez.com/support/articles/extending-a-stay
If you're using dynamic pricing software like PriceLabs, when you save the changes, it would be best to keep the current charges. You'll keep the pricing the same if you don't want to change that.
We are trying to sync our property to VRBO, however it asks for a card payment processor. We are based in the Caribbean and all of the payment processors do not work here (like stipe, authorize.net, etc.).
How can we get our properties to VRBO where they take payment and payout to your bank account? Kinda like Airbnb?
For the short version, you can tell them this:
Photo IDs and other uploads are protected by SSL encryption in transit, strict access controls, isolated storage, secure data centers, and a no-sharing policy with third parties. OwnerRez also undergoes regular security reviews to identify and resolve any vulnerabilities.
It doesn't look like this is a feature we're working on, but we appreciate you taking the time to submit this feature request! If you know other users who would benefit from this, we'd encourage you to share it with them so they can add their support by way of an upvote at the top of the page.
I'm using the VRBO API. When I go to VRBO webpage, it states that changes to the reservation must be made on the property management software. How would I do this within OR?
I want to change the dates to a month or so later and leave the price the same. Thanks.
Hey LC House!
To confirm, are you using the redirect link configuration for hosted websites so that the ORP# isn't displayed at the end of the URL when you're sharing it? If so, you should be able to get rid of this without having to use redirects by disabling broken link protection. To turn this off, go to Settings > Hosted Websites > click on the site name > click Change Settings. On the following page, scroll down to the bottom, set Broken Link Protection to Disabled, and save the changes: After this has been disabled, you should no longer see the ORP# at the end of the URL (it'll still have the dashes between each word of the property name if the name is more than one word). We have this support article that goes over the feature: https://www.ownerrez.com/support/articles/hosted-websites#broken-link
Apologies for any inconvenience this caused! We wanted to let you know that we released a fix for this issue, so if you arrange photos in the Grupe by None view, and then go to the Group by Room and make changes there, it shouldn't affect the Group by None view.
If you're still seeing an issue with the ordering, please submit a ticket to help@ownerrez.com.
OwnerRez has a built-in Property Term setting that flows through both the hosted site pages and the Book Now / Inquiry widget's
Properties dropdown:
1. Go to Settings → Hosted Websites → [your site] → Edit
2. Scroll to the Property Term field
3. Pick Custom from the dropdown
4. Enter:
- Singular: Property & Experience
- Plural: Properties & Experiences
5. Save
Your properties page heading will then read "12 Properties & Experiences" (with whatever your actual count is), and the widget's Properties dropdown label will update to match. One setting, no code.
A couple of things to flag:
- This is one combined label with one count. If you specifically want the count repeated — i.e. "12 Properties & 12 Experiences" — that's not something the built-in setting can do, and it would need a custom theme tweak.
- If you actually have separate inventory for properties vs. experiences and want two different counts ("12 Properties & 4 Experiences"), that's a different conversation — OwnerRez treats all bookable inventory as properties under the hood, so we'd want to understand how you're modeling the experiences before recommending anything.
Yes I tried many times after debugging. Instead of taking me to the property’s page, it kept taking me to the “missing page showed in the original post.
Maybe I'm misunderstanding the issue. The FB debugger seems to be correctly grabbing your link (identifying the redirect path) and showing the right image and title. Have you tried sharing it on FB again? Where are you still seeing/getting the missing page error message?
