General Help and Questions

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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.

Thank you Rex

It would be very helpful to have a feature where processing fees are only applied based on the payment type that is being selected.  For example, pay by credit card, pay 3.5% credit card processing fee; pay by check, no fee; pay by venmo, pay 2% fee.

While we do not currently offer this, you should check if it's been suggested already! Use the link below to search our Feature Request forum. If it's not there, you can write this up as a suggestion so other clients can vote up your ideas for new and improved features in OwnerRez: https://www.ownerrez.com/forums/requests

That is a standard "403" Forbidden error, which is usually transient - it's just a temporary hiccup in the connection.

If you try re-sending that message 5-10 minutes later it should go through fine unless the channel is experiencing an outage. 

Why did it fail?

It would be very helpful to have a feature where processing fees are only applied based on the payment type that is being selected.  For example, pay by credit card, pay 3.5% credit card processing fee; pay by check, no fee; pay by venmo, pay 2% fee.

It means you have manually sent a message via channel (vrbo), and it is reflected in the communication history.

What does this mean?

Hi Brendan,

What Ken mentioned above is still true.

If it's in writing, please feel free to forward Vrbo's email to us at help@ownerrez.com.

We're not sure if Vrbo is suggesting you simply disconnect and reconnect the API, or are they suggesting you try to push out a new listing number in the process. The latter doesn't generally work from our end.

Any new information on this? I had a VRBO software rep reach out to me because I hadn't received a VRBO booking for quite a while. Over a year to be exact. I told her of the countless times I have reached out to VRBO to see what was wrong and what I can do to get more bookings. She mentioned disconnecting the API and reconnecting it. She said sometimes the information doesn't transfer to VRBO correctly and it affects how the listing get viewed and the algorithm. Is there a way to disconnect the API though VRBO and reconnect it?

Hello Chayton!

That is just a message to let you know that the listing is still processing. Everything looks connected at this time.

If you have additional specific questions we can answer, let us know at help@ownerrez.com. Be sure to include the property name the error refers to.

Hi David,

Yes, you're able to do this.

You can set the Airbnb default on the Airbnb API Integration Settings page: Settings > Channel Integrations > Airbnb:

To change the Lead Time for a specific property, go to the Properties settings and you'll see the override setting in the Channel Rules section. This setting will be in effect for this property only. All of the others will follow the Airbnb API default.

If you have additional specific questions on this, feel free to ask! help@ownerrez.com

Hi Lizette!

Here is a helpful article that will help you configure triggers/scheduled emails:

https://www.ownerrez.com/support/articles/triggers-setup-configuration

And here is a document with a lot of trigger examples that you can use - it's my favorite help document!

https://www.ownerrez.com/support/articles/trigger-examples

Hi Laura,

Settings > Rates is your friend any time you have a calendar issue. That showed a problem with the configuration of one of your Seasons!

Hello everyone, before publishing my listing I get this message, I still allows me to publish, but I'm worried that photos won't be pushed when created. 

What is this syncing process?  

Am I able to set one property on Airbnb to have a 14 day booking lead time and the rest as same-day booking?

Help.  My Airbnb and VRBO calendars show completely blocked for about half of my properties.  My website is correct and when I look the the ribbon under bookings, it shows the dates that are open.  What could be wrong?  There are no blackouts and I'm connected to Pricelabs for pricing.  Thanks.  Laura

Is there a how to video or steps on this? 

Hi Kaiden!

When it comes to connecting a property to the Vrbo API integration, it may appear on Expedia and other affiliates in their Expanded Distribution Network, but we cannot guarantee it since it's outside of our control, and it depends on the demand in your area. You can find more information here: https://www.ownerrez.com/support/articles/auto-populated-expedia-url-capture

Please reach out to help@ownerrez.com if you have any other questions!

Hi Kelly,

A good chunk of the argument for keeping those disabled triggers around is data preservation. When things are deleted in the system, you lost the associated data along with them. 

That being said, I understand your concern if you have disabled triggers that haven't been in use for years. This would make a great Feature Request.

Use the link below to search our Feature Request forum. If it's not there, you can write this up as a suggestion so other clients can vote up your ideas for new and improved features in OwnerRez: https://www.ownerrez.com/forums/requests