General Help and Questions

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I am having this issue right now.  This is my first reservation request since integrating with VRBO.  The guest says they can't withdraw it because the VRBO VA just keeps telling them there is no reservation to cancel (because it's only a request).  OR had a reservation ID and I gave that to them, and the VA still couldn't cancel because it said it didn't' exist.

I cancelled in OR 10 min ago and specified by guest, but I don't think that did anything.  The request is still counting down the hours on VRBO.  There was no refund due, since it was only a request.  

I can't go into VRBO an decline because they take away those controls when you use the API.

I'm stuck.  I don't know what to do with this request.

The guest called VRBO and they told her it won't hurt either of us to just let it expire.  But we all know that's not true!  I've done it by accident in the past when I'd forget because I was waiting for a guest response, and then VRBO hides your listing and makes you confirm that you'll reply to future requests before they let you unhide your listing.

If I delete the payout, but have already paid out the amount, once I correct the statement with the proper amounts, should I re-record the initial payout amount so that the following statement can reflect a needed correction? 

Hi Matt!

You should be able to embed a PDF viewer on your hosted website. First, you'll want to upload the file to your OwnerRez account by going to Settings > Account Files > click Upload Files. You should get a popup where you can select the file to upload, and once it's been processed, you should see it appear. Click the down arrow to the left of the file and select Copy Public link, and you should get a pop-up with the URL that you want to copy.

Once the PDF file has been uploaded to your account, go to the page where you'd like to include it on your hosted website, and in the Content Editor, click the 'Edit HTML' source button to the far right (has the < > symbol). In the HTML editor, you'll want to add the following code: 

<embed src="document.pdf" type="application/pdf" width="100%" height="1000" title="Embedded PDF Viewer"/>

Where it says src, you'll want to insert the URL for the PDF file in place of document.pdf, make sure to keep the quotation mark, and then save the changes. Once you do, go to the page of your hosted website where you added the code and see if it displays the PDF.

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

Hi Chayton!

If you could please write to help@ownerrez.com and provide the ORB# of the booking and which statement you're looking at, we'd be happy to take a look for you!

Hey guys, first time paying out my owners. I had to refund a guest on Airbnb partially, and looking at the statements and it's not updating my commission as a PM.

I am trying to use qr codes in our units to direct guest to a hidden page that would contain pdfs and text to explain how to operate certain devices/equipment in their units (i.e. electric fireplace, mini split, induction stove). Is there a way to embed pdfs using the visual editor for hosted sites?

Hi Manel,

You can set up a last minute discount in OwnerRez that will push out to Airbnb as a last minute discount, provided you follow the guidelines in this support article:

https://www.ownerrez.com/support/articles/last-minute-discount

If you need additional help on this, don't hesitate to reach out to us at help@ownerrez.com

Hi Ken,

Does using this feature push through to AirBnB using the AirBnB last minute discount setting - so that the discount shows up as a strike through - or simply reduce the listed price?

Sorry my mistake on my end. Thanks for responding so quickly!

Hi Steph & Adrian!

I do see the booking in your OwnerRez account.

If you're still having issues with this booking, don't hesitate to reach out to us at help@ownerrez.com and we'll be happy to take another look for you!

Hello!

regarding booking ORB13646577. They booked today, checking in 2 days from now. This is the first time the booking has not auto populated into ownerrez calendar for me. They booked about 5 hours ago now. It says credit card payment was received and booked directly through my website it seems like. 

any help would be much appreciated!

Thanks for submitting that Feature Request, Cory! https://www.ownerrez.com/forums/requests/customizable-poc-to-be-compliant-with-new-airbnb-off-platform-terms

I'm going to close this thread so that any dialogue can continue in the request linked above.

Specifically, Airbnb’s updated policies state that hosts may not:

• Solicit guests for their email address, mailing address, or other communication channels using the Airbnb messaging system or email alias after a booking, except where necessary for reasons related to their stay.
• Ask guests for reviews of their Airbnb stay on external platforms (such as Google, Yelp, or other websites).
• Require guests to access third-party websites or apps to physically access the property unless legally required.
  
  

At the same time, Airbnb’s policy notes that hosts may request contact or identity information if it is related to the guest’s stay, for example, when handling rental agreements, collecting IDs, security deposits, or ensuring proper communication during the stay.
What to Consider:

• Hosts who require a signed rental agreement, collect backup contact information, or manage security deposits may continue these practices, provided they are clearly tied to the logistics and requirements of the stay.
• Communications with guests should remain focused on completing the reservation, facilitating the stay, and complying with any local or property-specific requirements.
• Requests for guest reviews related to an Airbnb stay should remain within Airbnb’s platform and should not direct guests to leave feedback elsewhere.
  
  

You can read Airbnb’s full updated policy here: Airbnb Off-Platform and Fee Transparency Policy

The tools and features available in OwnerRez, such as custom messaging, rental agreements, and data collection, can be used in a compliant or non-compliant way depending on how you configure and utilize them. Nothing in the OwnerRez platform inherently violates Airbnb’s policies. However, it’s important to ensure that any data you collect is used solely for purposes related to the guest’s stay, not for future marketing or unrelated communication.

Isn't collecting email addresses via links in the airbnb text communications now in violation of airbnb's new rules? I've heard that if we use Ownerrez, we're not subject to the new airbnb rules, but I've just read through all those rules, and that's definitely not obvious from what I've read. I've also noticed a steep drop-off in bookings recently over the last month and am wondering if Airbnb is already monitoring whether hosts have links, and is now downgrading our listings via their algorithms and AI monitoring. Perhaps I'm being paranoid, but I'm tempted to remove any and all links in my automated messaging templates that pass through airbnb. 

Hey Cory,

The POC text is not currently customizable. You could add a feature request for this.

As an alternative, you can also add your explanation in your channel message where you've added the {BUFIXUP} link.

Hi Cindy,

I have not cancelled any bookings as a result of the renter agreement - everyone has signed. For a while I was surprised how many people asked questions about it. I have kept the language about 48 hours to hopefully have this completed more quickly, and if someone were to say they are not willing to sign, then I would not need to wait more than 48 hours. I have been adding more info to my messages about why I use the renter agreement and about OwnerRez, and it has helped a lot. I rarely need to be involved now. I also set up automatic reminders after 3 days and after 5 days. If more than 6 days pass, I personally get a text alert that a booking does not have a signed agreement. I can send a custom channel message.

I mention that keybox codes are not send until the agreement is signed. I use auto messages for our keybox code, and I set up the trigger to only send if the agreement is signed so I don't have to manually check.

Good luck,

Cory

 

Question. If the guest on AIRBNB does not sign your rental agreement/make deposit w/in 48hrs, do you call Airbnb to cancel for you?

Thank you. 

You advise the guest that they will NOT receive access to the property without a signed rental agreement. make sure that your door code/access is not sent unless they have signed the RA. That usually prods them to sign. 

Thank you for sharing. I'm learning so much.

Question. If the guest on AIRBNB does not sign your rental agreement/make deposit w/in 48hrs, do you call Airbnb to cancel for you?

Thank you. 

I would like to change the text in the POC form. I do not need custom fields, I just want to edit the text of the POC form. I don't see this in any list of templates or in any settings menu. How do I do this?

I do see how to change the template to not be the system template in the system messages, but I don't see a way to start with the POC form and change it to be a custom template.

Ideally I would like the ability to have multiple POC templates, please confirm if this needs to be a new feature request. The new Airbnb off platform terms seem to say that hosts need to ask if guests would prefer to be contacted off platform before collecting email or phone numbers. I would like to explain why receiving information via text and email is useful (cellular data is often unavailable). To be compliant with these new terms, I would need to clarify on the POC form that Airbnb guests can provide info if they prefer, but keep the standard template for direct booking guests where there is no other channel.

Welcome Rich!

For the most part, it's your account, your rules. As long as a quote hasn't been created for an inquiry, you should have no issues deleting it.

If you have additional questions, feel free to reach out to us help@ownerrez.com and we'll be happy to help!

Hi...I'm brand new here and just had the API with VRBO connect last night.  I awoke to find a dump of 9 inquiries that I had already answered and resolved.  None of them have contact info associated with  them.

Is there any reason why I should not delete them from the Inquiry register?

Hi Jennifer!

You should still be able to send your renter agreement via channel templates. If you have a channel template using the BUFIXUP field code and have the template sent at booking creation, it should have a POC form where they can enter their email address before signing the agreement. It should save this on the POC form and be entered into their booking in OwnerRez.You can read more on how to set up a channel template with your renter agreement here: https://www.ownerrez.com/support/articles/trigger-example-booking-channel-reply-request-contact-info

Please don't hesitate to reach out to help@ownerrez.com if you have any questions!

This took some digging... it seems that you're trying to delete a photo that's currently in use as the header or the theming logo. 
Look at a preview (or signed guest copy) of your Renter Agreement to see which photo is in there. You'll then want to go to Settings > Theming  and remove any of those small photos from being theme logos.

Once that's done, you should be able to delete the pictures from the Properties > Photos page.

I would love to know if you ever came up with a solution!

Nothing changes for OwnerRez Airbnb Channel connected users.  The method you use today to collect guest email addresses, security deposits and any other information is still allowed.

Using  the {BUFIXUP} Field Code in your templates will ask the guest to complete the Point of Contact (POC) form, sign the Renter Agreement, and put a credit card on file for the future Security Deposit hold all at once. This can be helpful in reducing the number of emails going back and forth with the guests to collect all the necessary info.

I can see our Help Desk also answered an email from you on this topic, and it sounds like you're all set now.

Hi Cecilia,

What about reviews, are they deleted when a property is disabled?

Reviews for disabled properties are no longer displayed in your reviews section in OwnerRez, although they are still retained. If you re-enable the property, the reviews will be there.

What about channel listings, I know that integrations are deleted, but what happens to the Airbnb and VRBO listings attached to it, do I have to go manually disable them on vrbo and airbnb?

We have documentation on what you'll need to do for the listings on these channels

Airbnb: https://www.ownerrez.com/support/articles/channel-management-api-integrations-airbnb-setup-connecting#activate
Vrbo: https://www.ownerrez.com/support/articles/channel-management-api-integrations-vrbo-setup-connecting#disconnect

bigDeeOT As Ken mentioned, the Messaging update does not currently have a specific ETA and will most likely release later this year. In the meantime, I think you could use a scheduled time trigger to achieve the functionality you need.

If you use the criteria BlueMtnCabins shows above, set it to go out many days before arrival, and set the retry criteria to keep trying until arrival, it will send out as soon as the security deposit is scheduled. I tested this for a same day booking and the template was sent out properly.

Hey bigDeeOT,

Adjusting those triggers as outlined above should get you to your goal. By setting up a time based trigger with a condition for Security Deposits, and applying a retry option, you're essentially turning that time based trigger into an event based trigger. They won't attempt to fire until the condition has been met.

Feel free to write us at help@ownerrez.com if you need any assistance with setting those up. We'll be more than happy to write out detailed instructions for you. 

There have been a lot of recent changes with PCI compliance requirements, with the start of the move from PCI DSS 3.2 to 4.0 becoming the new industry standard. OwnerRez is fully compliant with PCI 4.0.2 at this time.

The form your processor (or their verification company) may be asking you to fill out is "SAQ A: e-commerce/mail/telephone merchants that outsource all payment processing" Version 4.0.1, as long as you are handling all payments through OwnerRez systems to this processor. If you are using the processor for any other transactions, you may need to fill out an additional form for there (if you have direct access to guest credit card numbers).

We are in the process of writing a new guide to help with PCI scans due to the upgraded industry standard PCI DSS 4.0 starting this year. We hope to be releasing final updates soon but most of the information is already on our Support Center:

https://www.ownerrez.com/support/articles/privacy-security-pci-compliance

OwnerRez is fully PCI DSS 4.0.2 compliant, our Attestation of Compliance is available for review if you would like to (as recommended in section 2h) or if your processor requires a copy of our AOC as well. 

In order to review the OwnerRez Attestation, this requires signing a Non-Disclosure Agreement. Email help@ownerrez.com with a subject of “PCI Attestation” to get that process started.

I am trying to get PCI compliance, they are asking me if OwerRez scans the website? since my website is hosted by ownerRez

What about reviews, are they deleted when a property is disabled?

What about channel listings, I know that integrations are deleted, but what happens to the Airbnb and VRBO listings attached to it, do I have to go manually disable them on vrbo and airbnb?