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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.

Update: Did some digging and I believe I figured out the solution. On any booking that rolls over into the next month that I plan to prorate, I change the cleaning fee expense date to the arrival date within the month, verses on the check-out date that rolls over into the next month. Thank you.

Can someone please help with what they are doing now that the "Only include if the booking is remitted (follow booking proration)" option is gone from the owner statements? I just got the hang of the new update, and now I'm lost again. That option was the only one that allowed the statements to add up correctly for my owners, since we prorate and pay out for only the days within said month. Please bring this option back. 

Making BDC reservations instant bookings requires that we make Airbnb instant booking as well, correct? 

My ownerrez properties are suddenly not connected to pricelabs today. They appear in PriceLabs but when I try to update pricing I get an error saying there's an issue connecting to OwnerRez. Is this a common problem? I've had them all connected with no issues for years.

Thank you!

Hi,

Can anyone point me in the right direction to find how to add an opt in for marketing e-mails to my booking page.

I've read 

https://www.ownerrez.com/blog/january-product-update-unified-inbox-sms-messaging-opt-ins-property-snoozing-new-airbnb-host-accounts-initial-night-taxes#sms-preferences

but i can only find details of doing it as an opt out. Also when i look at my widgets I can't see anything there either.

It might be a simple thing but I've searched everywhere I can think of.

Also,

When manually creating a quote it would be nice if you could identify a Default Listing Site so that you had one less field to fill in.

I have 100s of quotes without a listing site entered.

Hey Sloanish,

To follow up with Suzee's reply above, I do want to let you know that we have plans to default to a listing site as opposed to "None". I have no ETA to provide there, and we may not get to it on the roadmap for this year, but it has been discussed.

When inquiries are turned into quotes, we are taking the listing site source and adding it to the quote. That was in the release you read about in our May blog post and it is working:

https://www.ownerrez.com/blog/may-product-update-6-new-trigger-tag-automations-google-adstag-manager-support-new-gap-night-field-codes-more 

When quotes are manually created, the person creating the quote needs to enter a source. For the quote in your screenshot, this was never an inquiry. The user manually entering a quote will need to add a source to the quote in this case.

If you have additional specific questions, don't hesitate to reach out to us at help@ownerrez.com and we'll be happy to take a look for you.

Thanks so much for the confirmation. This is my first VRBO booking since integrating so I’m looking at both sides to make sure all goes as planned. 

Hi Colleen:

Great question! That unintuitive status on Vrbo is actually normal. Once using API connections, you can ignore the Vrbo countdown clock.

Here is one of our articles that affirms that:

https://www.ownerrez.com/support/articles/channel-management-api-integrations-vrbo-common-issues-questions#booking-request-countdown

I am a new VRBO and OR user.  I had a guest send an inquiry via VRBO which I accepted - my first since integrating VRBO and OR.  The guest has signed my rental agreement which normally would be the point where I consider the booking to be confirmed, and I've taken her payment as well.  However, VRBO still shows her as "booking request" with a countdown clock for me to accept.  It doesn't seem to realize this booking is a done deal in OR.

I was reading and the OR help said to "click "Accept" within 24 hours", but I don't see an accept button on this booking in OR.  

HELP!

Some of my quotes are not coming in with a listing site entered

You recently set this up to automatically populate the Listing Site and mentioned in the announcement that you would be providing in the future

"merge and clean-up tools so that you can organize these listing sites better"

I would like to request that feature as it has not yet been done.

Also,

When manually creating a quote it would be nice if you could identify a Default Listing Site so that you had one less field to fill in.

I have 100s of quotes without a listing site entered.

Hi Alison, 

I gave up with mine and I've pulled my property and my clients off of VRBO. It's just not worth the hassle for the small numbers of bookings they provide. It's a shame but they don't seem to want the UK business.

I'm afraid that it's still a problem. Have just spent time trying to get full integration between OwnerRez and VRBO having been assured by their customer support earlier this week that VAT number or company registration number were not necessary (we own a single property with turnover well under the VAT threshold, and are not operating as a company). Anyway, it turns out that either a VAT number or company registration number ARE necessary according to their integration team, and there is no room for negotiation about it.

Obviously iCal integration is possible, but automatic messaging from VRBO looks weak compared with OwnerRez. 

TL;DR: OwnerRez (and probably all channel managers) can't fully integrate with VRBO for those in the UK without a VAT or company registration number.

Thank you for sharing! This helped me at least get a process up and running while I work through the longer term marketing strategy. I appreciate your help!

The open support request for this can be found here:

https://www.ownerrez.com/forums/requests/add-arbitrary-notes-to-any-calendar-day