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If you are integrated, you cannot send a quote to VRBO in response to an inquiry. You can only send a verbal response. Guests can still book on vrbo and booking will flow into OR, "that's all". The amount not matching could be: 1) because Vrbo adds a service fee to the amount that the guest sees on the Vrbo side; 2) if you have a rate adjustment on vrbo channel setting ( ex: "Increase/decrease VRBO rates by X%").
I came from guesty and I could get a quick report that showed how much a property made for each month or time period I chose. Each property had to income or commission for the time period. So I could see how much I made for whatever time period. For instance, If I chose year to date, it would show me how much I made for each property total and total for commission. So if I owned a property, I would make 100% commission, on managed properties it would show the percentage made and give me a total of what the property in whole made AND what I made (owned + percentage). Is there a report like that on OR? I hope that makes sense. I like OR in a lot of ways but some things seem over complicated. I just want a quick simple gross income report with property total and what I made.
Sorry I'm new. I don't understand VRBO inquiries. When a guest inquires, do I have to send a quote or can they instant book. Also, the amount shown on VRBO do not match what is on the OR quote. None of this makes sense to me. I'm just used to guests booking and that's it.
That is a weird Booking.com quirk. Booking.com does not count kids in room counts. If you have a sleeps 4 room with 2 adults and 2 kids - that is considered a 2 person room.
Hi James,
I'm in the UK and using Stripe with tokenised set up in Ownerrez and not having any issues with security holds. Have you tried turning on the "Use Radar on payment methods saved for future use" within Stripe>Settings>Radar?
Hi Glenn,
I do not think you need to keep the Cornerstone account, especially if you are are not seeing any traffic through it. However, I also agree with BlueMtnCabins -- It would be advisable to confirm with Lynnbrook before closing that account.
maybe contact support@lynnbrookgroup.com and ask?
Hi James,
I see you've had some back and forth with our Support team on this issue. The last we wrote to you was just a few hours after your last post, but we haven't received a reply. I'll send that last email out to you again to make sure it was received.
I only have one property and some time ago… maybe 2013 I set up a payment method so that I could accept credit cards. At the time I set up Sage payments. I guess at the same time there was a merchant account set up for this process using Cornerstone? which has now morphed into Paya.
About six months ago was instructed that Sage was going away and I needed to set up a new payment account and I chose Lynnbrook group. I simply followed what the OR staff guided me to do. That all seems fine, and I have had a few bookings that have gone through Lynnbrook and they have gone well. I was given no instructions on the Cornerstone account by anyone during this switch and am assuming that Lynnbrook needs Cornerstone to keep operating. Is this correct?
But I have noticed no activity on my Cornerstone account for the last half yer and am also noticing larger monthly charges on the Cornerstone/Paya account (ie. 29.99 last month for “WEB REPORTS/ALERTS BUSINESS COACH+”) and I did not even have any volume moving though it. So it looks like nothing is going though Cornerstone now? But I am getting hit with larger and larger monthly fixed fees...
My question is: How do the payments work… specifically Lynnbrook Group. Do I need Lynnbrook AND Cornerstone or should I be closing down my cornerstone account? I don’t know how the payment accounts work.
Glenn
Thanks. Beautiful cottage by the way.
Since I posted this, the FAQs are now on the Home Page along with all-in-one source reviews and an AI chat bot in the lower-right corner of the home page.
Look no more! I've added an FAQs section to my website found here: Cattail Cottage.
Clicked on the link and got a page not found.
Yes, we've noticed the same. Our engineers are actively looking at this - we'll post here when there's news.
Hi Folks,
Has anyone else encountered issues with the VRBO commission CSV import to OwnerRez? First, VRBO had a bug/outage earlier this month which resulted in a delay in being able to download the commission CSV statements. Now that the issue is resolved, I noticed the VRBO commission CSV download is missing all data in the "Reservation ID" column. Also, there is no corresponding Reservation ID accompanying VRBO bookings in OwnerRez for June (previous months, such as May, have this information).
As a result, I believe this is causing the "Import VRBO Commissions" feature in OwnerRez to not work correctly:
"Unable to import the following records. 13 invalid formatted records during import."
I've been using this feature without issue for more than a year now and found it an incredible time saver, so I'm curious if I've identified an issue that can be resolved or if something else is going on. Going to manually upload these for now. Curious for anyone's thoughts - thanks!
Correct, Vaskin.
If you’ve chosen to use Request to Book (RTB) on Booking.com, just send us a screenshot showing that setting, and we can apply an override for Airbnb to match.
However, if you’re using Instant Book on Booking.com, then Airbnb must also be set to Instant Book. That said, you still have flexibility—Airbnb allows you to limit Instant Book to guests with positive reviews and even adjust the booking lead time. For example, you can require Request to Book for any reservations made within 7 days of arrival.
After turning off the tokenized tab and switching to direct I was greeted by a raft of failed transactions this morning. So I've switched back to tokenized and sent out a load of apology messages to guests.
Currently OR support is telling me that it's up to Stripe to sort out and Stripe are telling me it's an OR issue?
I've also been advised by another European user that OwnerRez and security holds in Europe doesn't work so I'll have to find another system.
Can anyone on here confirm please? I recommend OR to lots of people but now it seems I'll have to pay another system to do the deposits or move to another PMS?
Security holds in the UK.
Is there anybody out there that uses OR in the UK willing to share their settings for taking a security hold?
I’m getting somewhat frustrated by the security holds failing.
They either fail when the guest inputs their details onto the OR page and the guest is left with a permanent ‘processing please wait’ while nothing happens.
Or….
They fail on the 2 factor challenge when the deposit is held.
I’ve got 25 properties running through OR and this seems to cause a failure on 60-70% of my bookings.
It’s driving me nuts.
My latest discussion with support was that the spinning processing problem is caused by the details being tokenized so I need to turn that off. However as I’m in the UK and all of my guests are UK/EU if I don’t have tokenized on it will fail on the 2fa!?!
For those who attended the Boostly & OwnerRez webinar yesterday, the discussion centered on providing at least 80% of information on your home page. Many of us questioned where or how to add an accordian-style FAQs section to our OwnerRez website home page.
Look no more! I've added an FAQs section to my website found here: Cattail Cottage.
Although I'm convinced there are probably many different widgets, apps or scripts that you could locate, I'll give a shoutout to Elfsight.com where I was able to produce my accordian-style FAQs with ease. And best of all, it is FREE for my purposes!
You start by editing the content of your FAQs. There are some design style options you can select as well. When you're finished you are ready to Publish. All I had to do was to copy the embed code and paste it into the Home Page (or a Custom page) of my OwnerRez website using the <> Edit HTML Source option of the OwnerRez tool bar.
The embed code worked without any issues. Edits made to the FAQs on the Elfsight website automatically pick up when you refresh your website home page.
UPDATE: I've added FAQs to the home page, an all-in-one source reviews, and an AI Assistant which can be found in the lower-right corner of the home page that has been fed information to be able to answer just about any question. It even mines my blog posts.
It looks like you've also connected with our Helpdesk team and they are handling your question there. I'll let them take it from here.
Ah yes, you're correct. At this time, we don't have anything for email opt in/out, although we are planning to add it. Keep an eye on our change log!
https://www.ownerrez.com/support/articles/update-2025-07-02
I'm looking for my advertiser id and drawing a blank arrrghhh
I'm trying to connect to Lake.com
That will depend on your settings. PM Commission is calculated on each item you have defined as commissionable.
Here is a support article that explains how to set commissions for owners and surcharges, and how to set up host fees.
https://www.ownerrez.com/support/articles/property-management-overview-legacy#gettingstarted
If you have specific questions we can look at for you, don't hesitate to reach out to us at help@ownerrez.com and we'll be happy to take a look for you.
We are based in the UK and yesterday, for the first time, a guest got an error message and the booking process failed when they tried to book using the OwnerRez widget on our Squarespace website (www.theoldworkshopmonktoncombe.co.uk). We use Stripe for payment processing and previous guests have been able to book and pay by credit card without problems. After yesterday's guest tried to book and submitted credit card details they were shown the "Final page of the acceptance process" OwnerRez form with an error message: "Transaction failed with status: requires_action. Please use the edit buttons below to update your information and try again". The guest tried updating credit card details and it again failed in the same way. The guest had no message on screen, by email, SMS or on their banking app to suggest authentication was needed.
Looking at the Stripe documentation (https://docs.stripe.com/payments/paymentintents/lifecycle) this appears to be because of needing 3D Secure authentication, and it looks like the guest should have been redirected to provide this. I don't know whether Stripe or the OwnerRez API should be doing this, though I don't think the OwnerRez booking process should fail whichever it is. I found one previous discussion about it in the forum but it didn't reach a conclusion.
It may only be a problem in places where 3D Secure is necessary (Europe, UK, India, Japan, Australia), but I don't understand enough about it to know if it is my setup that is at fault or a more general problem. Are others having the same issue? Is there a workaround?
Thanks for any help anyone can give. Guests being unable to book/pay is obviously a big problem.
A
So, is it from the Net Total that you get your PM commission? If my PM commission is 15%, then my commission would be Net total X 15%?
I onboarded 1 month ago and I am going to switch to Hostaway. There have been several errors that I have caught within my templates and triggers that were not set up by me.
The current one that I am dealing with, is for some reason all my "check-in instruction" messages were only triggered to go out to guests who booked before June 3rd. All my current reservations do not have the trigger set appropriately. So, if someone had booked June 19th (which really happened with a fellow host of all people) they would not get the check in message which is supposed to be triggered 7 days before check in. The instructions have key code, parking and general facts. I have 4 Airbnb's, and I am working full time on another project, plus 3 long term rentals, so I do not have the time to check to see if everyone has received their message. That is the main reason why I bought into a channel manager and tried to have everything automated to save myself time. Not, to sit at a keyboard and scroll through reservation after reservation to make sure things are ok. It looks like I can go in an edit the trigger to accompany all my new reservations. But am I doing it right????? I am not a coder, nor do I want to be. I set up my automatic messages in Airbnb just fine and Ownerrez software is clunky hard to read and navigate. just irritating.
Annoying problem that I think is just a quirk in the settings.
I have a property with 3 rooms that sleep 4 and 7 rooms that sleep 2. I have all the sleep 2 rooms set as 2 adults no kids and the sleep 4 as 2 adults and 2 kids max. The problem is when I search for 2 adults and 2 kids booking.com will always show 2 rooms that sleep 2 rather than a sleeps 4 room. Obviously this makes it much more expensive.
Any suggestions on set up would be gratefully received.
That looks like it is only for SMS though? Not e-mail.
Hey Bryan - Often, the guest doesn't see the field where they need to indicate they are bringing a pet, because it's hiding behind the number of travelers field, with no indication it's there. And if they don't indicate they are bringing a pet, the pet fee won't be included on the booking that comes from Vrbo.
When this happens and they let you know they are bringing a pet, you can let the guest know the pet fee was not initially included since it wasn't indicated on the booking. You can add the correct pet fee to the booking by using the steps included in this support article:
https://www.ownerrez.com/support/articles/changing-the-charges-for-a-quote#manually-change-charges
Then you can ask the guest for payment, either on the card on file or using a different payment - steps are in this support article:
https://www.ownerrez.com/support/articles/booking-collect-payments-manually
If you'd like for us to look into anything specific for you, feel free to reach out to us at help@ownerrez.com.
Set up for instant booking. Pet fees are working fine on Airbnb, but not being added on Vrbo. $100/pet/stay 2 pet max. On Vrbo, I don't get pet info until I receive Point of Contact and Rental agreement.
Is there a way to make get the Vrbo to include pet fees as specified?
If not what is the best approach for requesting guest fee? (logistically how do you contact request and accept additional payment?)
Ideas for not looking like a ladder of required steps to guest, after they have at that point been through channel booking and POC & Rental agreement?
Hi James,
Navigate to Settings > Messaging > Messaging Preferences, check the appropriate boxes and click the green Save button.
