General Help and Questions

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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.

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?