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is there a way I can print out a report of the rules for each property? I have some properties that allow maximum of eight guests but only six adults and I need to find out which properties those are so I can program that into the guest AI

Another question -- 

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?  

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? 

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

Great questions, this comes up a lot.

First, on “best processor”, that’s honestly pretty subjective. It really depends on your business model, volume, and what you value most, whether that’s rates, reporting, support, or STR-specific features. That’s exactly why we support a wide range of processors rather than limiting you to just one or two options. You can see the current Recommended and Integrated Processors here:  https://www.ownerrez.com/support/articles/payment-processing-gateways-recommended

Regarding Clearview, they connect to OwnerRez via the Authorize.Net gateway, which is one of the most established and widely used gateways in the payments space. So from a compatibility standpoint, the setup is solid.

As far as pricing or support, that’s one area where we don’t have visibility or control. Each processor sets its own rates, which can vary quite a bit depending on your business profile, volume, and negotiation. We also don’t maintain a comparison chart of rates across providers since those can change frequently.

What I’d recommend is talking directly with a couple of processors you’re considering and asking for a full breakdown, including:

• Transaction rates, especially card-not-present rates
• Any monthly or gateway fees
• Chargeback fees
• Payout timing and funding details

One thing I would strongly encourage is not choosing based on rate alone. In the short-term rental space, there’s real value in working with processors that understand the industry. Both Clearview and Lynnbrook Group are examples of providers that focus on STR, so they tend to be more familiar with things like chargebacks, security deposits, and how bookings flow.

You’ll also see that Lynnbrook Group and Stripe are our current recommended processors. With those, we’re able to bring in not just payment data but also deposit timing, so you can actually see inside OwnerRez when funds hit your bank account. That can be really helpful, especially if you’re reconciling with QuickBooks or other accounting tools.

Our Lynnbrook users have reported competitive rates, and last I checked they were running a promo without a monthly fee, which may be worth asking about.

Bottom line, it’s worth having a couple of conversations, comparing both pricing and features, and picking the one that fits your business best. Cheapest isn’t always best here, especially when support and STR-specific functionality come into play.

What is the best processor?

Any experience with Clearview?

How to find out what the processor is charging you as they all seem to increase the rate from what they originally say they will charge.

Thank you very much, now is working and my Dynamo got the event.

Hi Kennet,

Looks like the "Send a Test Webhook" button isn't showing due to a regression. We'll get that fixed asap.

Good afternoon,

I’m trying to connect a Booking-type webhook from OwnerRez to an AWS API Gateway endpoint that triggers a Lambda function to store incoming data.

I configured the webhook URL with my API Gateway URL and set up authentication/user details for this account, but I’m not seeing a “Send Test Webhook” option, and the webhook does not appear in the All Webhooks tab.

I’ve looked for video tutorials and additional documentation but haven’t found much detail on this workflow.

Has anyone implemented this successfully and can share the exact setup steps? Any guidance would be greatly appreciated.

Hey Chris!

We've reached out to Airbnb about this, and they've confirmed that this is a glitch on their site that's allowing users to switch back. It's our understanding that anyone who switches to the old split fee model will have it switched back.

Hi Nathan,

 

Would your system work if I didn't want to auto-tag a primary cleaner?  We typically rotate and assign cleaners based on variables such as the day of the week, size of the groups, etc.  I like what you are describing. I would just need more manual tagging.

Yes, I only used the auto-tagging feature because I wanted to offer cleaning jobs to my primary cleaner first. It was just to make the tagging process easier. You can create tags for all your cleaners and manually select the tag/cleaner you wish to use. It will then send the emails/notifications to that particular cleaner.

I do want to mention that I switched from this "tag" & email process to using software "Turno". It handles last minute bookings better and I get confirmations when the cleaners accept the jobs. It also helps when bookings change so they have the latest info, i.e., they can check the night before to see if guests have a late check out or if anything changed. I didn't want to share the full property calendar with the cleaner although that would also be a good option. I was concerned if I wanted to rotate in another cleaner as a backup then there may be confusion.

Hi all, Since the recent Booking.com API update I’ve run into a problem with my setup.

I have one physical property with 14 rooms. On Airbnb these are 14 separate listings, but on Booking.com they used to be 14 rooms under one property.

Since the API change, OwnerRez requires me to set 13 rooms to “multi‑room” sync mode, and only one room can be set to “everything”.

The issue is that when the “everything” room gets a booking, Booking.com marks the entire property as unavailable, even though the other 13 rooms are still free. It also displays the title of the ‘everything’ room as the title for the whole property, which is confusing for guests.

Has anyone found a correct way to configure this so that each room remains independently bookable on Booking.com?

Thanks in advance — this has been driving me mad for weeks.

Has anyone noticed this in your Payouts and Payments tab? 

Have you reverted back to the old split fee model and is it working properly? 

Does anyone know if this is here to stay or just a temporary glitch in their system?

Hi Nathan,

Would your system work if I didn't want to auto-tag a primary cleaner?  We typically rotate and assign cleaners based on variables such as the day of the week, size of the groups, etc.  I like what you are describing. I would just need more manual tagging.

There is no built-in setting in the Reviews widget to limit the number of reviews displayed — the widget is designed to show all visible reviews with filter/sort options. The number of reviews per page is also hard-coded into the site based on optimizing page load timing.

The one control over this would be from Quality Center > Reviews > Guest Reviews by hiding most of your reviews and only making the 6-10 visible that you want shown in the widget.

https://app.ownerrez.com/reviews

Is there a way to limit the number of reviews shown in the reviews widget?

I'd like to show all my reviews on the main page but limit the view to 6 or 10.

Thank you Katie! Appreciate it! 

Hi Alyssa!

You should be able to see this with the Payment Detail report. It has a column that shows you the due date for the payment, and also has the ORB# for the booking that you can click on, which should take you right to it: https://app.ownerrez.com/reports/paymentdetail

Hey Nick,

Once Authorize.net is all set up, you can go ahead and switch your properties to start using that processor, instead of waiting to start on a specific date. All new bookings should start using Authorize.net, as well as any current bookings. So if there are any current bookings with a scheduled payment, it should use Authorize.net to process them. We have this support article that goes over changing processors: https://www.ownerrez.com/support/articles/payment-processing-gateways-changing

Hi Adria/OR Team,

Quick question for you. I currently have Converge set up on two of my properties, but I reached out to Elavon to transition over to Authorize.net since that’s what I’m using across most of my other properties.

Once Authorize.net is fully set up, what’s the best way to implement it within OR? Would it make sense to use Authorize.net for all new bookings starting on a specific date while continuing to process existing reservations through Converge?

Appreciate your guidance on the most efficient way to handle the transition. Thank you.

I am getting double bookings, consistently  a few a year. This is a horrible situation for hosts to deal with as platforms are aggressive if you have a double booking.  Calendar software issues are not a good reason.  I have 10 units.  It was recommended i switch from iCal to api. I attempted to do this. It is a huge process. Entailed lots of zoom meetings with owner rez and vrbo. A complicated process if you are not fluid in calendar software. Lots of emails to answer with questions. In the end it was determined I could only use  1 bank account with vrbo to make it happen. So I am stuck with I cal.   For some reason. Airbnb did not need to be involved. Their calendars appear to work fine with owner rez. Vrbo calendars create issues. Some reservations dont even show up on the master owner rez calendar. I was told they have gone to a different channel, so wont show up. I think if you are a small operator you are probably lucky, and will be fine,  however we run a high occupancy pretty much.  year round with our properties. Anyone else experiencing this? Work around? Another master calendar to avoid this? 

Thank you so much Katie.

Hey John!

If your Airbnb guests are still experiencing this issue, can you please write to help@ownerrez.com and include any ORB#s and any error messages so we can investigate further?

Looks like you got this fixed and your Booking.com connection is working.

If you deleted the mapped rate plan in the Booking.com Extranet: Try updating the rate plan by going to Settings > Channel Integrations > BDC > click on Change Property Mappings > select Change Sync Mode. On the following page, you can click the drop-down under the Rate column for each property, select the rate plan that appears, and then save the changes and see if the error goes away: 

Great question — this is actually expected behavior, not a mistake by OwnerRez or Vrbo. Let me explain what's happening.

What That ~12% Charge Is

When a guest inquires or books on Vrbo, Vrbo charges the guest a separate booking/service fee (which typically runs around 12%). This is a guest-facing fee charged directly by Vrbo — it is not coming out of your rates or your pocket.

Here's the key distinction for Subscription listings like yours:

• Your annual listing fee is charged by Vrbo to your credit card on its anniversary date — this is not visible in OwnerRez.
• The booking fee (~12%) is charged to your guest by Vrbo directly. OwnerRez will display this amount in the Charges tab of each booking, but it is not included in the main Charges area because it's money you never see or touch. Vrbo places this charge on the guest's credit card independently.
• Hosts not on the subscription plan instead pay a 5% pay per booking fee on the pretax charges.

You are not responsible for or involved in this transaction. It's purely between Vrbo and your guest.

Vrbo Common Issues & Questions > Financial Transactions > How do Vrbo's channel fees get paid?

Why It Shows Up in OwnerRez

OwnerRez does receive the booking fee amount from Vrbo via the channel integration and displays it at the bottom of the Charges tab of a booking for your reference — but again, this is purely informational. It does not affect your payout.

Vrbo Common Issues & Questions > Financial Transactions > How do Vrbo's channel fees get paid?

Bottom Line

✅ This is normal and expected behavior — no mistake on OwnerRez's part or Vrbo's part, and no change in terms. ✅ Your rates are not being reduced — the guest simply pays an additional Vrbo service fee on top of what you charge. ✅ Your subscription model means you pay no per-booking commission — only your annual listing fee.

If you have further questions about how fees are structured, feel free to reach out to Vrbo directly or reply here and we're happy to help!

Hi!  I have been managing my channel rates for appropriate adjustments, and I have two properties on an annual VRBO subscription.  I had a guest make an inquiry, and that inquiry shows an approximate 12% charge coming out of my rates to pay VRBO, not an added guest fee.  Is this an Ownerrez mistake, a VRBO mistake, or a change in terms that went under the radar?  Any help would be much appreciated!

Hi Yulema,

When it comes to the channel templates, there isn't a way to link to a specific agreement, as you can with email templates. If you use the BUFIXUP or BULEASE field code in a channel template, it will use whichever agreement has the highest priority. If no priority is set, then it will pick one at random. It looks like you already have a priority set for one of them, so that should be the agreement sent in channel templates. 

Once the guest fills out the POC form and you have an email address, you can send them an email template that has links to the other two agreements.

Hi Yulema,

 You should be able to accomplish this via custom field definitions. These are shown on the POC form, where we ask for their information, such as their email address. You could create a custom field code asking for their ID, name and age of all renters, information about pets, etc. Once they fill these out, you should see the ID in the Files tab of their booking, and the other information in the Custom Fields tab. This should work on channel bookings as well as long as you're sending the guest the renter agreement. We have this support article that goes over how you can set those up: https://www.ownerrez.com/support/articles/capture-additional-fields-on-checkout-quote-acceptance

Hi team,

I have a property on Koh Samui (Baan Tropicana, Hotel ID 2143000) with 7 room types connected to Booking.com via OwnerRez channel integration.

What happened: Booking.com had multiple rate plans that were creating pricing issues (duplicate "Flexible" plans and a "Monthly rate" showing 25% discount that I didn't intend). I deleted the extra rate plans directly in the Booking.com Extranet, keeping only the original "Flexible" rate plan (ID 52701623). This fixed the pricing for the Studio, but the other 6 room types disappeared from Booking.com because they lost their rate plan associations.

I then tried "Sync Everything" from the Actions menu in OwnerRez, and now all 7 properties show ERROR status.

Current errors:

• 6 room types show: "Error from Booking.com: Rate '52701623' is not active for room 'XXXXXXX'"
• Gardenview Apartment shows a different error: "Required field missing: must not be empty" under Photos & Rooms (photos and rooms are both populated in OwnerRez)
• Studio was working before the full sync but is now also in error state

What I need: All 7 room types need to have active rate plans on Booking.com again so they appear for sale. OwnerRez shows all 7 as Active with the correct Room-Rate mappings (each mapped to 52701623), but Booking.com only has that rate plan associated with the Studio room.

I haven't touched anything further and am waiting for guidance before making more changes.

Property IDs for reference:

• Gardenview Apartment: 214300006
• Studio: 214300007
• Villa 1: 214300001
• Villa 2: 214300003
• Villa 3: 214300002
• Villa 4: 214300005
• Villa 5: 214300004

Thanks for any help — all Booking.com listings are currently offline.

Looking for the best report to run that shows me which guests have a past due payment.

I know how to run the balance due report that shows which property has past due balances, but that report doesn't give me the option to see which reservation actually owes the money so I can follow up with the guest. 

Thanks!

In my county we pay monthly on the previous month's stay taxes. Are you submitting your monthly taxes with the 15.5% (or whatever percentage you use) host fee in the rent? I have my rent and surcharges adjusted to a 22% increase for Airbnb bookings. When I run a tax report or tax detail report, the taxable charges include the rent before the airbnb service fee (expense) is taken out. Should I manually subtract each airbnb fee from the rent on every reservation rent line and then report that? As of now it looks like I'd be paying taxes on a $174 Airbnb service fee that neither I nor the owner received. Chatgpt said, 

"That 22% markup is taxable because it’s baked into guest-paid rent.

So if you raised your rate to offset Airbnb fees, taxes are still due on the full charged amount.

Example:

| Base Direct Rate | $1,000 |
| Airbnb Markup | +$220 |
| Airbnb Host Fee | -$174 |

Tax is still filed on $1,220 (plus cleaning etc.), not the net."

Which is exactly what I'm saying... I should be subtracting that from rent before reporting taxes, or am I as lost as I feel?