General Help and Questions

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What does everyone use for rental projections? If a potential client wants you to give them something in writing that looks professional. 

Something that shows occupancy rate, number of nights booked, average price and have a gross rental projection... HELP!

I'm attempting to use Zapier to automate moving OwnerRez contacts to SendGrid (for Email) and Twilio (for Texting), so we can send them an automated message 3 days after check out to share a rebooking link for their next trip.

I'm having trouble with the "Triggering Event." I'd like it to Trigger on the guest's checkout date. But all I see is the following:

"Booking Created"

"Booking Updated"

"Contact Created"

"Contact Updated"

I was thinking maybe I could use one of the above to pass along the right information (like the check out / departure date), but I'm not see that as an option. Would love any help this community could provide. Thanks!

Problem still not solved......
But the workarround is indeed to remove the tarifplans in Booking.

Toke a full days work to figure this out.

I am trying to get a really good handle on the reporting but for some reason I seem to be struggling with the concept of "Total Rent" versus "Net Total".   Can someone please help me understand the difference?   Thanks!

I am API connected now and I 'm trying to determine if VRBO is providing damage waiver?  They are charging the guest per their charge breakdown.  Or do I have to select from within Owner Rez to apply the damage waiver? I had some bookings that were manually entered or channel bridge into OwnerRez so I can not tell if the damage waiver was applied in VRBO or needs to be applied in Owner Rez

Hey Karen,

Please write to help@ownerrez.com with some booking ORB#s we can take a closer look at, as well as the charges breakdown you're seeing in Vrbo. We'll be happy to take a closer look for you and see what's going on.

I am API connected now and I 'm trying to determine if VRBO is providing damage waiver?  They are charging the guest per their charge breakdown.  Or do I have to select from within Owner Rez to apply the damage waiver? I had some bookings that were manually entered or channel bridge into OwnerRez so I can not tell if the damage waiver was applied in VRBO or needs to be applied in Owner Rez

We use Gross income - channel fees - CC fees - tax - cleaning fees = our basis for our 20% commission. We take 100% of cleaning fees and pay cleaners directly.  We try to make 20% on that, but it varies a bit. Owners pay all other costs, and we charge a project management fee for major refreshes / remodels.

We chose this model to avoid owner pushback for double charging on the items we exclude. However, in our market, it does feel like we are worth more than we are receiving.

How about you? Tips and tricks?

I think (not certain) it was possible to attach a PDF sample RA copy to Vrbo via uploading it into Files 1st. Then send it to the potential guest as an attachment via Vrbo inbox. In Airbnb, I put the shortened version of the RA into "Other things to note" under Property description. Have not had a problem. 

If each is a bookable room, you would need 10 OwnerRez properties. Our pricing is transparent - you'll know ahead of time what your monthly bill will be! You can see pricing for 10 properties here:

https://www.ownerrez.com/pricing?properties=10

If you have more specific questions, please don't hesitate to reach out to us at help@ownerrez.com

Thought I had seen this topic addressed previously, but can't seem to find it now...

I've recently had issues with guests declining to book because they want to preview the Rental Agreement (RA).

...but how is this possible when airbnb/vrbo filters out any messaged weblinks, during the prebooking communications?

Hi

I’ve got a client that is converting and old B & B into 10 individual guest rooms.

Is there an option to do a parent/child thing with ownerez or am I going to need to pay for 10 subscriptions?

You can use the override function on the Rates Calendar to override the Changeover rules for specific date/dates.

Here is a support article that will provide more detail:

https://www.ownerrez.com/support/articles/rates-calendar#rules

We've also addressed your specific questions in the ticket you submitted to our team - feel free to reply to us from that ticket to keep the conversation going!

Is this still the case?

You're correct, the issue is due to 3DS requirements. 

The bank decides if a transaction should be challenged via 3DS - most are, but not all. Owner Rez won't know until the bank asks. Once we get the decline it is normally approved by the guest, assuming they see the pop up. The action required is the guest needs to approve the transaction via email, text, or app.

I've heard from an owner in the UK, also an OwnerRez employee, if the 3DS challenge is met when the $1 authorization for the hold is made, the subsequent hold is more likely to clear without requiring any additional validation.

You could modify your booking messages, telling guests to make sure they look out for the authentication message via email, text or app. And you could add a few lines in the blue form messages informing them as well. You can create those blue form messages in your account here:
https://app.ownerrez.com/formheaders.

This article also provides some additional information:
https://www.ownerrez.com/support/articles/form-messages-overview

If you have any additional questions on this, feel free to reach out to us at help@ownerrez.com

How do we add Alt Text to photos in Airbnb - or for that matter all our api connections?
Air has a separate field for them.

Hi Donna!

It's our understanding that this should only apply to hosts that are not API connected. If you have any properties that are not API connected, you'll need to log into Vrbo and opt out of the discount. However, if the listings are API-connected, then this shouldn't apply to them.

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

Disregard the question about Vrbo. I guess we don't need to worry about that one.

Airbnb's new experiences I understand comes with an opt out for hosts. How do we do that?

Yes, you can configure security deposits differently for each booking channel in OwnerRez. For Vrbo and direct bookings, you would set up security deposits in your Property Rules settings, while for Airbnb, you can specifically disable them in your Airbnb channel integration settings.

For Vrbo, you would:
1. Enable security deposits in your Property Rules
2. In your Vrbo channel integration settings, check "Schedule a security deposit using OwnerRez property rules"
3. Select "Don't show in Vrbo guest charges. Instead, I have stated the security deposit hold and amount in my house rules."
4. Add security deposit information to your house rules

For direct bookings through your website, the security deposit settings from your Property Rules will automatically apply.

For Airbnb, you would simply not enable the "offline" security deposit hold option in your Airbnb channel integration settings.  

1. Vrbo Setup & Connecting -> Security Deposit
2. Security Deposit Holds -> Airbnb

Hi Stephanie:

Welcome to OwnerRez! There is a lot to absorb, at first.

In my experience, there are a couple of common reasons for credit card payments to fail:

A) The bak is a bit overzealous in applying a fraud flag. The guest usually needs to reach out to their bank to okay the payment, which might have been an unusual transaction for them
B) insufficient funds. You are correct that, even if the other host refunded the amount, it can take a few banking days for that to be applied on the card.

One other caveat, if a guest uses a debit card, that can be very messy, Refunds and security deposit holds can take 5-25 days to be returned to the account, depending on the bank. 😮

When there is concern/confusion about the credit card payments of a specific booking, there are two places to check. You can always seek confirmation, directly, from your processor as they have all the info; most processors are available 24/7. There are a few things they do not sync to us, like chargebacks, or voids/refunds you might have processed on the processor site instead of OwnerRez.  

Or you can go to the booking>Transactions page and scroll to the bottom, click the green CC processor link:  

Which shows you the transaction history at the bottom. Hovering over the decline badge may show you why the card was declined.

Hi All

I'm trying to get around a problem I have with Stripe and the deposit holds. Recently I am getting a large number of security deposit hold fails. I think it is down to 3D secure 2 process that is required by law in Europe.

For example 

'StatusFailedReasonTransaction failed with status: requires_actionTypeHoldScheduled For2 days before arrival (currently 14 May 2025)AmountDefault amount of £250.00'

I send an automated message asking the guest to try again and sometimes this works. I sometimes have to ring the guests and go through it manually and it works. However both processes make a dent in my time.

I have had a look in the stripe documentation and it recommends a few things around settings but nothing seems to work. The only solutions that do involve digging around in the API.

Has anyone else come across this issue and is there a solution available in OR?

Is there a way to set of security deposit only for Vrbo and direct booking website but NOT Airbnb? Thanks.

Now, I can run some CC, but they are declining (assuming because the card hasn’t been refunded by VRBO yet).  Can I confirm and run the card in a few days?

Hi, I’m Stephanie. We purchased a property for our own use, but the previous owner had approx 20 STR that we are honoring for the summer. When we realized each guest would need to rebook, in my infinite wisdom, I thought “I should get something that will help me manage all these bookings and platforms, even though I know absolutely nothing about property management”. So now I’m learning ownerrez, VRBO, airbnb and grumpy guests who are panicked their rental is being cancelled less than a week before their booking 😭. 

I think I have things set up correctly, but one guest said their cc was sitting in VRBO because I didn’t take cc (I did set up stripe as my cc processor). I’m not sure where to start, but I’m really struggling to understand the VRBO interface in OR (like, the pending reservations-I accepted them because I knew they had paid, but it shows no payment).  Keep in mind, I’ve never owned a STR before (and I have probably overcomplicated this, but I don’t know what I don’t know). Thank you in advance! Happy Mothers Day! 

Hi Shoreline Rental,

Our Engagement team attempted to reach out to you yesterday afternoon. Unfortunately it seems you weren't available for a video call. They did follow up with a Loom video explaining how to fix your statements. Hopefully you were able to give that a view!

If you still need assistance, they've also provided a call scheduling link. Of course, we're more than happy to assist at the Helpdesk via email as well. Note that we strive to respond to all tickets in 24 hours or less, but during times of high traffic, it may take us a little longer.

Hi Katie!

To confirm, you created an Owner Statement, paid out to the owner based on that statement, and then found you needed to correct a booking? You do not necessarily need to delete the payout and the Owner Statement.

You can make the change to the booking - any changes to numbers in an already paid-out booking will show up in the next month's Owner Statement.

And, Owner Statements stand alone, meaning amounts owed to the owner or the PM do not roll over from month to month. You would have to manually do something to make it roll over.

If you have additional questions specific to your account, please feel free to reach out to us at help@ownerrez.com so we can take a look for you.

I’m in urgent need of help figuring out how to prorate the PM commission on the owner statement, so that it aligns with how rent is split based on which nights fall within the month and which do not. I'm using the PMV2, it worked fine before update. Is there a way to call support? I've sent emails and have researched for hours, am I missing something? This is very time-sensitive. 

I’m in urgent need of help figuring out how to prorate the PM commission on the owner statement, so that it aligns with how rent is split based on which nights fall within the month and which do not. I'm using the PMV2, it worked fine before update. Is there a way to call support? I've sent emails and have researched for hours, am I missing something? This is very time-sensitive. 

I’m in urgent need of help figuring out how to prorate the PM commission on the owner statement, so that it aligns with how rent is split based on which nights fall within the month and which do not. I'm using the PMV2, it worked fine before update. Is there a way to call support? I've sent emails and have researched for hours, am I missing something? This is very time-sensitive. 

I’m in urgent need of help figuring out how to prorate the PM commission on the owner statement, so that it aligns with how rent is split based on which nights fall within the month and which do not. I'm using the PMV2, it worked fine before update. Is there a way to call support? I've sent emails and have researched for hours, am I missing something? This is very time-sensitive. 

Hi Bradley,

When you are API connected to Vrbo, you process cancellations and decline any Request to Book transactions in the booking in OwnerRez and it will sync with Vrbo and send any cancellation notices to the guest from OwnerRez. Vrbo is unable to make any cancellations on their end for API connected Vrbo bookings.

I do see the cancellation. If you still have an issue with this booking please reach out to us at help@ownerrez.com and we'll be happy to take a closer look.