General Help and Questions

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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

• Integrate rate adjustments directly into nightly rent calculations rather than display them as separate surcharges

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? 

It didn't work.

Try Facebook's Debugger to see if it helps: https://developers.facebook.com/tools/debug 

After it populates the page from the first Debug, click Scrape Again.

I set up a redirect link and if I type out the pretty link in my browser, it redirects me to the ugly link and works just fine. However when I posted the pretty link on Facebook, and clicked on it, it took me to a "missing page" on my hosted website, instead of the property. There is sth in Facebook redirect functionthat is messing this up. How to fix this?

I just noticed the same thing. This is terrible because the Group By: None order is what is pushed to channels like Airbnb and Vrbo.

I spent HOURS fixing my photo order on all my properties a few months ago and now I have to re-do them all from scratch. I was wondering why my booking volume suddenly dropped. This may well be a factor. Color me a very unhappy person!

This literally just happened without me even touching my photos for several weeks.

Is it possible to change the Properties title from "X Properties" to "X Properties & X Experiences". If so, where is the CSS and/or HTML code located to change it?

Thanks,

Chris

This has changed. On VRBO it is now possible to select twin or double sofa bed. Writing to request this option be available in Owner Rez amenities.

I have been collecting ID and rental agreement for my Airbnb. So far no issues thankfully but a guest is concerned about how the ID is stored. Anyone have any details?.I am mostly finding things about credit card data 

Hi all,

I’m hoping to compare notes with other UK/EU hosts because I’m running into the same recurring issue with Stripe and security deposits, and I’m trying to work out whether anyone has found a reliable alternative.

The core problem: Stripe only supports 7‑day pre‑authorisation holds. Under UK/EU SCA rules, once that hold expires, Stripe requires a second SCA challenge to re‑authorise the card. Guests often ignore or fail that challenge, which means the security deposit fails and I end up manually chasing them — or they arrive with no valid hold in place.

This isn’t a configuration issue; it’s a limitation of Stripe’s SCA implementation.

What we actually need in the UK/EU: A processor that supports 30‑day rolling pre‑authorisations with automatic re‑authorisation every 28 days, so a booking made months in advance keeps a valid hold without needing the guest to authenticate again.

Hotel‑grade processors like Adyen, Opayo, Trust Payments, and Worldline all claim to support this in the UK. However, the OwnerRez documentation currently says that Worldline (for example) is limited to 7‑day holds inside OwnerRez, even though Worldline’s own UK merchant docs say they support 30‑day rolling holds.

So I’m trying to understand whether this is:

• a limitation of OwnerRez

• a limitation of the integration

• or simply something no UK/EU host has implemented yet

I’d also really like to hear from anyone running multiple merchant accounts. I currently have eight different Stripe accounts, one per property, all connected to a single OwnerRez setup. Stripe handles this fine, but I need to know whether any alternative gateway (Worldline, Opayo, Trust Payments, etc.) can support the same structure — with each property mapped to its own merchant account.

So my questions for other UK/EU hosts are:

1. Has anyone successfully implemented rolling 30‑day pre‑authorisations with any gateway through OwnerRez?

2. Does Worldline, Opayo, or Trust Payments actually support long‑term holds inside OwnerRez, or are they capped at 7 days?

3. Is anyone running multiple merchant accounts (one per property) with a non‑Stripe gateway?

4. Has anyone found a UK/EU‑friendly solution that avoids charging the deposit upfront or switching to a damage waiver?

Stripe is great for normal payments, but for security deposits in the UK/EU it just doesn’t meet the legal or practical requirements. I’d really appreciate hearing what’s working for others.

Thanks, James

If we are using the task feature and someone puts in a billable task, there is currently no way to convert that to an expense. Is this a feature you are working on?

I carefully arranged all my photos in the Group by None view so I had everything prioritized the way I wanted people to see it in the Carousel View. I switched to Group by Room to check a few things and decided I wanted to reorder a couple of photos within a given room. When I switched back to Group by None, I discovered that a whole bunch of my photos had been rearranged in the Group by None view after I'd changed them in the Group by Room view.

I realize I should do a screen recording or a series of screenshots and step through exactly how this worked. Quite frankly, it was so much effort to set up and fix that I'm not going to go through it again. I encourage you to check this, and I want other users to be aware that if you make ordering adjustments in the group by room view, be sure to double-check that your ordering is still the way you want it in group by none for the carousel.

Hi Becca!

Our team is aware of this and is currently working on getting it fixed. When we release a fix, we should list it in our Weekly Release notes

Thank you! That fixed my check issue. 

One follow up question related to my screenshot, I see it says "Discount: Applied" even when there is no discount on the guest's charges. Is that error going to be addressed soon?

Hey Becca!

Where do I update this section on the Confirm & Pay form? Clearly missing the wording step 1

It looks like the instructions field is blank. You can update this by going to Settings > Payment Methods > click into the Manual/Offline payment method you've created > enter information in the Instructions box, and save the changes

 I'm using the BUPAY link from a template email to send guests here to make changes to their final payment if desired. However, I've noticed it says 1st payment (due now) which is incorrect. This guest has already paid their 1st payment (non-refundable deposit) and needs to pay the 2nd payment. Why does it say "due now", basically asking for another 1st payment? 

This is a known issue that our team is working on resolving. It shouldn't affect the amount the guest is charged, and it's just a display issue. We should announce in our Changelogs when the issue has been resolved.

Additionally, "Pay any amount you'd like up to $4xxxx toward your remaining balance."... I do not want my guests to be paying random amounts like they have a product on layaway. They are supposed to make a 1st payment (non-refundable deposit) and a 2nd payment (remaining balance). How do I remove that phrase? 

The BUPAY link gives the guest the option to pay any amount they want to, up to the full amount that's due, so there wouldn't be a way to remove that phrase. If their final payment is due, it will require them to pay the full amount. But if their final payment isn't due, then that link will have that phrase and allow them to enter any amount, up to what's due.

THANK YOU

Hi Jennifer!

You should be able to get this information by exporting the property to Excel. It will include other property rules, but it should include the max guests, max adults, and max children that are set for the property. You can export this by going to Tools > Import/Export > Export Properties. From there, you can either choose all properties or specific properties, and then click Export. It should then create an Excel file that gets downloaded to your device.