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With Airbnb's new policy coming into affect....how do I send my ownerRez rental agreement without their email address?

https://www.youtube.com/watch?v=AUiiP44ivn8

Hi any update on this? Seems like it should be pretty simple to allow triggers when the security deposit is scheduled. I’d like the guests to have all the relevant information needed for checkin as soon as they complete the steps. 

Thanks Rex!

I have mandatory extra cleaning fees(s) for stays of certain lengths,  but no matter how I try to set it up in OR, Airbnb doesn’t find the extra cleaning fees.   Sounds like I need a solution, can OR help?

in any case we have one month to comply and it seems like a new OR feature will need to be developed to make this work. 

Long story short, nothing changes for OwnerRez users!

Short story long, we can break down that email into smaller parts:

• Mandatory fees that guests need to pay, such as utilities, pet fees, and resort fees, must be included in the nightly price or “Additional Charges” in your calendar’s price settings.
  • All OwnerRez surcharges are sent either as part of Rent or as Additional Charges already. 
  • Security Deposits are displayed on the Airbnb Checkout page:
  • 
• Any mandatory fees not included in a listing’s total price at checkout are no longer allowed.
  • You're not allowed to have an undisclosed fee that's required to pay upon arrival (such as a parking pass or HOA fee) - they must be included in the listing and prepaid through Airbnb.
• Optional add-ons, like paid parking, can be offered to guests but must be stated in listing description or house rules and processed through the 
  • As an API Property Management Software user, you have the "Collect Offline Fees" flag on your Airbnb profile. Offerings must still be listed in your Airbnb description, but can be paid through OwnerRez.
    • If for some reason you are in contact with Airbnb and the agent says your account does not have the "Offline Fees" flag, ask for their name and a case number, and write in to help@ownerrez.com so we can assist.
• Any reservation changes, such as dates or number of guests, must be made directly to the booking by selecting “Change reservation” in the reservations details page.
  • This is how everything works anyway, changes are made on the Airbnb Reservation Details page. These changes are not made in OwnerRez for Airbnb bookings!
• Security deposits can no longer be collected, with limited exceptions. To address damage or accidents that happen during a stay, Airbnb offers top-to-bottom protection through .
  • You are one of the "Limited Exceptions" as stated in Airbnb support articles 2827, and 140. If you have an Airbnb representative or a guest disputing your eligibility of collecting Security Deposits, we have more information and suggested replies in our Support Center: https://www.ownerrez.com/support/articles/channel-management-api-integrations-airbnb-common-issues-questions#offline-secdep-complaints
• Payments for all fees must be processed through Airbnb with limited exceptions.
  • As an API Property Management Software user, you have the "Collect Offline Fees" flag on your Airbnb profile.

I hope this clears everything up, let us know if you have any other questions!

Has anyone seen this from Airbnb this morning?

(Full text below the screenshot)

Seems like they want deposits (even api host offsite holds) to show up as a fee in their check out.  They’re trying to show all the fees upfront on the search The problem is the deposit is a hold not a charge, but if they show it, it’ll look like a charge and make listings with holds/deposits seem more expensive.   I hope that’s not what they’re doing, but I can imagine it is since they’re trying to discourage off site activity.

in any case we have one month to comply and it seems like a new OR feature will need to be developed to make this work. 

OR support please advise!  

Pm Review our updated offsite payment and fee policy
We’re updating our Offsite Payment and Fee Transparency Policy to strengthen trust in our community, provide more clarity to guests, and comply with price-transparency laws in the US, including a new Federal Trade Commission rule.Here's what you need to know

• Mandatory fees that guests need to pay, such as utilities, pet fees, and resort fees, must be included in the nightly price or “Additional Charges” in your calendar’s price settings.
• Any mandatory fees not included in a listing’s total price at checkout are no longer allowed.
• Optional add-ons, like paid parking, can be offered to guests but must be stated in listing description or house rules and processed through the
• Any reservation changes, such as dates or number of guests, must be made directly to the booking by selecting “Change reservation” in the reservations details page.
• Security deposits can no longer be collected, with limited exceptions. To address damage or accidents that happen during a stay, Airbnb offers top-to-bottom protection through .
• Payments for all fees must be processed through Airbnb with limited exceptions.

These updates, effective May 10, 2025, will make it easier for guests to understand the cost of staying at your home and book with confidence.

Review your pricing now to make sure all fees are clear to guests at checkout.

Thank you Rex

It would be very helpful to have a feature where processing fees are only applied based on the payment type that is being selected.  For example, pay by credit card, pay 3.5% credit card processing fee; pay by check, no fee; pay by venmo, pay 2% fee.

While we do not currently offer this, you should check if it's been suggested already! Use the link below to search our Feature Request forum. If it's not there, you can write this up as a suggestion so other clients can vote up your ideas for new and improved features in OwnerRez: https://www.ownerrez.com/forums/requests

That is a standard "403" Forbidden error, which is usually transient - it's just a temporary hiccup in the connection.

If you try re-sending that message 5-10 minutes later it should go through fine unless the channel is experiencing an outage. 

Why did it fail?

It would be very helpful to have a feature where processing fees are only applied based on the payment type that is being selected.  For example, pay by credit card, pay 3.5% credit card processing fee; pay by check, no fee; pay by venmo, pay 2% fee.

It means you have manually sent a message via channel (vrbo), and it is reflected in the communication history.

What does this mean?

Hi Brendan,

What Ken mentioned above is still true.

If it's in writing, please feel free to forward Vrbo's email to us at help@ownerrez.com.

We're not sure if Vrbo is suggesting you simply disconnect and reconnect the API, or are they suggesting you try to push out a new listing number in the process. The latter doesn't generally work from our end.

Any new information on this? I had a VRBO software rep reach out to me because I hadn't received a VRBO booking for quite a while. Over a year to be exact. I told her of the countless times I have reached out to VRBO to see what was wrong and what I can do to get more bookings. She mentioned disconnecting the API and reconnecting it. She said sometimes the information doesn't transfer to VRBO correctly and it affects how the listing get viewed and the algorithm. Is there a way to disconnect the API though VRBO and reconnect it?

Hello Chayton!

That is just a message to let you know that the listing is still processing. Everything looks connected at this time.

If you have additional specific questions we can answer, let us know at help@ownerrez.com. Be sure to include the property name the error refers to.

Hi David,

Yes, you're able to do this.

You can set the Airbnb default on the Airbnb API Integration Settings page: Settings > Channel Integrations > Airbnb:

To change the Lead Time for a specific property, go to the Properties settings and you'll see the override setting in the Channel Rules section. This setting will be in effect for this property only. All of the others will follow the Airbnb API default.

If you have additional specific questions on this, feel free to ask! help@ownerrez.com

Hi Lizette!

Here is a helpful article that will help you configure triggers/scheduled emails:

https://www.ownerrez.com/support/articles/triggers-setup-configuration

And here is a document with a lot of trigger examples that you can use - it's my favorite help document!

https://www.ownerrez.com/support/articles/trigger-examples

Hi Laura,

Settings > Rates is your friend any time you have a calendar issue. That showed a problem with the configuration of one of your Seasons!

Hello everyone, before publishing my listing I get this message, I still allows me to publish, but I'm worried that photos won't be pushed when created. 

What is this syncing process?  

Am I able to set one property on Airbnb to have a 14 day booking lead time and the rest as same-day booking?

Help.  My Airbnb and VRBO calendars show completely blocked for about half of my properties.  My website is correct and when I look the the ribbon under bookings, it shows the dates that are open.  What could be wrong?  There are no blackouts and I'm connected to Pricelabs for pricing.  Thanks.  Laura

Is there a how to video or steps on this? 

Hi Kaiden!

When it comes to connecting a property to the Vrbo API integration, it may appear on Expedia and other affiliates in their Expanded Distribution Network, but we cannot guarantee it since it's outside of our control, and it depends on the demand in your area. You can find more information here: https://www.ownerrez.com/support/articles/auto-populated-expedia-url-capture

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

Hi Kelly,

A good chunk of the argument for keeping those disabled triggers around is data preservation. When things are deleted in the system, you lost the associated data along with them. 

That being said, I understand your concern if you have disabled triggers that haven't been in use for years. This would make a great Feature Request.

Use the link below to search our Feature Request forum. If it's not there, you can write this up as a suggestion so other clients can vote up your ideas for new and improved features in OwnerRez: https://www.ownerrez.com/forums/requests

I hate to ask this question again but I've searched the forums and it is still unclear to me.

We are getting ready to onboard a boutique hotel - Next to direct bookings, Expedia is their #2 booking channel. By listing on Expedia Partner Central, the listings are also pushed to other Expedia brands like Hotels.com. If I list on VRBO and have the listings enabled for Expedia, will those listings be pushed to the full suite of Expedia brands, including hotels.com?

I can't seem to find a definitive answer... Any hosts able to share a link to their Hotels.com listing hosted through OwnerRez?

I can not find for the life of me find how to review a guest that booked through Hopper Homes. I have been through both my Hopper reservation on their site and the booking on OR. Any help would be greatly appreciated. This guest should not be allowed to book other places so I am hoping to warn other hosts before they accept this guy. Thanks!

That is true, however most of my triggers haven't been used in months, with no upcoming reservations tied to them.  I have triggers for a property that I haven't owned in years. There is definitely nothing associated with these triggers and it won't allow me to delete them.

if I remember correctly they are not deletable because old messages are still associated with them. 

The problem I'm encountering is that I am completely redoing my communication set up and the new triggers are currently disabled until I'm ready to begin using them.  Whenever I go back to my new triggers, I have to sort through 5 pages of disabled triggers and that is not only confusing, but time consuming.  I finally got smart and labeled all of the new triggers as **NEW** so I could easily locate them.  I would just like to be able to delete the ones I will never use again and I think we should have that option.

you can create a customer filter for only enabled templates/triggers; that way disabled ones will not be shown on the respective page