General Help and Questions

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This would be the gamechanger I've been waiting on.

Hi, I can't find any way to import our FAQs for Rezzy, I'm wondering if it's possible to import them?  We have around 100 defined and was hoping we didn't have to enter them one by one.

Thanks Kaitie for your answer.

That's disappointing. I do know how to add the tags to contacts and other things manually.

I was hoping to automate the process adding them to guests. I guess we're only part-way there!

Hey Robert!

Although the tag automations can only be added to bookings, and not the guest contact themselves, you should be able to manually add tags to the contacts. You should be able to do this in their booking by going to the Overview tab and clicking the Change button next to Tags in the Guest section. From there, you can add a tag. More on how to do this here:https://www.ownerrez.com/support/articles/tags-use-assign#assign-guest-tag

If you'd like to add tags to guests in bulk, you can do so by going to Contacts > check the box to the left of each contact you want to add the tag to > select Set Tags at the top > select the tag in the pop-up > click Save. Once that's been done, the tag should be applied to those guests in OwnerRez.

Hey Rich! Interestingly, I recently came across Roam. I'm not sure they're fully operational yet, as I haven't heard back from the email I sent them for more details, but it may be worth exploring: https://goroam.io/ 

Hey Rich!

It doesn't look like a host can purchase travel insurance, as it is designed for guests, not hosts. You could try creating a stronger cancellation policy. For example, if you have a policy that offers a full refund close to their arrival date, like 7 days, you could edit your cancellation policy to only offer a full refund if cancelled further out, such as 30 days before arrival. This way, if they cancel last minute, they wouldn't receive a full refund. 

Hey Cody!

You should still be able to collect their phone number by sending a channel template with our BUFIXUP link when a booking is created. This form should have a POC form and the renter agreement. Once they fill it out, the booking should have a phone number on file. We have this support article that goes over how to set this up: https://www.ownerrez.com/support/articles/trigger-example-request-guest-sign-renter-agreement

We have a Parent/Child property that I would like to restrict stays to occur at all over weekends (Friday and Saturday nights) for the Child listing. In other words, I don't want to just restrict arrivals/departures from Friday and Saturday - I want to prevent guests from staying in the Child listing on Friday and Saturday nights altogether, and essentially force them into weeknight stays (Sunday night through Friday morning). Does anyone know how to accomplish this without having to block off every single weekend manually? TIA!

When trying to delete a Custom Field Definition that is still been used in a property, OR goes to the login page instead of either showing an error explaining the field is in use, or delete the field in the properties and then delete it.

@Robert - Yes. That is a great stopgap measure in the meantime! Thank you.

Hi Georgie and Sarah,

I asked our devs to take a look at Vrbo's API documentation, and it does not look like Vrbo makes this information available via the API. Unless / until they support that, we'd have no way to pull that data in.

If you look at the guest record directly in Vrbo, it should show you their average star rating as well as the number of reviews they've received, but I don't believe there's a way to click into them. It's just a quick visual of star average and review count.

If Vrbo adds this information to the API at a later date, we can certainly consider adding support to pull that in, but I'm afraid it's just not possible at this time.

i LOVE the new Tag Automations introduced this past year!

Thank you to everyone at OwnerRez for this GREAT and very much appreciated development!

But...

I have a challenge/question:

I can apply a tag to a lot of things in OwnerRez.

Right now, I'm trying to create an automation which will assign the Tag "Guest" to a CONTACT when a booking is made.

As near as I can tell, the tag is assigned to the BOOKING, not the Contact. Is there some way to do what I want? Am I missing something?

Thanks anyone for your assistance!

Robert

@Katie - thank you for pointing us in the right direction to update this text in Form Messages. While the update text page allows us to include formatting (bold, font, line breaks, links), it does not seem that the destination actually allows for it: 

As the guest is unable to make changes on this screen (should the dates, number of guests/pets, etc. be incorrect), they will have to be directed to email us to make those changes on their behalf. (Bummer #1.) Being able to add our email address into that text box as a clickable link is needed to make this process as streamlined and easy as possible for our guests. Is there plans to make this destination text box accept the formatting added in the Edit screen?? 

Hi Alece, while my comment doesn't address the issue of being able to format and/or create links in the Form messaging... Would it help to just say "please email using the link at the bottom of the form."?

While not as elegant or straightforward (which is always better), the email address shows in the footer (on my Form at least) as a clickable link. So the email address is at least easily available for the guest to reach you in response.

You can continue using Converge as long as it’s working well for you. 🟡 We have seen automatic payment failures on some accounts, and Converge has not been able to troubleshoot or resolve those issues. If that happens to you, it’s helpful to already have an alternative processor lined up—ideally one you explore during your slower season so you’re not forced to switch under the pressure of busy weeks.

Lynnbrook was mentioned specifically because they’re willing to waive the monthly base fees. Their quoted rate of about 2.6% is indeed higher than Converge’s lowest tier of 1.90%, but Converge also processes some cards at 2.65% and even 3.35%, depending on the card type. Amex transactions above a certain amount often hit 3.5% in my experience.

It may be worth reviewing your 2025 statements to see what your true blended average rate turned out to be, so you have solid info for comparisons. That number is usually the most helpful when comparing processors.

Hello,

We have 6 properties, so a relatively small business. We switched from Stripe to Converge because Stripe was a nightmare due to the hold/long delay in paying us and an unreasonable amount of documentation required on an ongoing basis. We strongly advise any small business from using Stripe based on our experience.  Lynnbrook was not a good choice for us due to its higher cost. Use of Converge has been both an economical and seamless experience. We will continue with it until we are forced to change. 

Hey Rich,

I think you've already gotten this sorted, but I did want to drop a note for any other users who may stumble across this post.

When selecting a custom range, it's necessary to select the day of the month along with the month and year. If you only select the month and year, it will move back to the defaulted date range.

I agree that the inquiry process is confusing on Vrbo!

Think of inquiring guests as tire kickers- maybe they want a deal; maybe they wrote to ten hosts to see who replies, maybe they have special questions they need answered before being ready to book; perhaps they are just not serious.

Inquiries mean answering their questions and then directing them to book.

Which is a shame, because guests can still SEND inquiries, even if you're set to instant book. And then you're running around looking how to approve it for them. 

Hello,

We have had two VRBO bookings so far - one before the integration with OR and one after.

One of our main concerns is who would be coming to our property.

Before the OR integration we were able to see at least something about the guest who made the booking - average ratings and how many reviews they had been given on VRBO.

This gave us at least some sense of the guests' prior behavior on VRBO.

After the OR integration the booking includes nothing about the guest (besides the contact info) - this is not available even on VRBO.

Given the concern stated above, we are thinking about dropping VRBO from the channel integration, unless there is a way to get some sense of the guest rating.

Hey Haris! Just brainstorming some potential solutions: 

• Do you use the "Retry" setting on the trigger for these messages? These will only fire once an hour, so it does not allow for an option to "send immediately" for same-day bookings, but it will re-fire hourly to catch any same-day bookings that didn't yet receive the messages.

• Alternatively, you can modify the conditions in the template triggers for your standard messages to exclude same-day bookings, and set up a custom message flow for same-day bookings that will fire immediately upon signing the rental agreement. This way there's not lag/gap between messages and you can potentially combine multiple messages into one new comprehensive template specifically for same-day bookings, to streamline communications.

Hi,

I can't believe I'm the only one with this issue and support can't offer a solution so either someone here figured it out or I have to migrate to a different platform. Just onboarded 30+ listings coming from Guesty for Hosts as they are killing their support so it will be fun spending another sleepless night doing a cut-over.

We're hosting on AirBNB. Here is the process:

- 1PM scheduled channel message "Welcome" set to go out on the check-in day, with address, WiFi password, parking instructions etc.

- An hour later, 2PM scheduled channel message "PIN" set to go out with the door access code. This code is changed on every check out and is entered into the system when our cleaners are done, typically just before 2PM. For back-to back bookings it means we have about an hour before the next set of guests come in.

What happens for at least 10-15% of all bookings on AirBNB : the guest books after 3PM (sometimes even late at night) and needs to check in right away. Perfectly fine, we're ready at 3PM. Except the Welcome and PIN triggers don't fire if the booking is made after 1PM / 2PM, and apparently there is no way to setup any kind of trigger that would send those out immediately for those cases. And so here I am, getting calls from people who booked the same day and got to the house but didn't get the access code. If there was only some software solution to that issue so I can go to bed before midnight cut-off time, right? Guesty for Hosts worked just fine in this case and there is no reason why OR can't. If they have time to implement AI they have time to copy-paste their code into ChatGPT and tell it to fix this too, it should take about 2 days to test and push to production.

Is there any solution to this?

Thanks

I have a very short cancelation requirement and want to protect myself from a last minute cancellation on a future reservation which is $30,000.

Is there a way I CAN PURCHASE TRAVEL INSURANCE to protect myself should they cancel?  I do not require guests to purchase travel insurance.  

What do others do to protect themselves like this?

Thanks!

Hey Andree!

Could you please submit a ticket to help@ownerrez.com with the ORB#s for the bookings where the cleaning fee wasn't applied so we can take a look? Thank you!

Hey Nicole!

There isn't a spot on your end where you can check the date/timestamp of a change that was made to a property in OwnerRez. However, you can reach out to support and let us know what you're looking for, and we should be able to let you know what was changed and when. 

Hi Andrew!

It looks like the ticket you submitted has been escalated for further review to see if this is possible. Be sure to keep an eye on our Weekly Release notes to if/when a fix is released.

I’ve read that Airbnb is masking phone numbers but it seems like they are not masked for me. However if this rolls out eventually does anyone have any idea how to still collect numbers? I’ve thought about a WiFi contact info capture but that seems expensive to implement. 

thanks!

I'm a newer user here and want to download the ALL my contacts email addresses going back approximately 10 years.

The drop down offers a custom date range beyond the choices of 1 year or quarter, but when I change the start date year, it reverts back to todays date!  Aarg!  What am I doing wrong?  

When you integrate with Vrbo via their API, they treat you like the professional you are, acting as a listing site & passing the rest of the booking details to you. However, they take precautions to keep guest inquiries within the Vrbo system to prevent off-platform bookings. Notably, Vrbo "inquiries" cannot be directly converted into bookings. Guests can use instant booking after their questions are answered through the inquiry process.

The quote and pre-approve buttons in your Vrbo dashboard are non-functional.

When you import an inquiry into OwnerRez, it may appear that you can send quotes and edit charges, but guests cannot accept the quote directly within the inquiry. They can respond to your messages and agree to changes, but Vrbo will block any live links that would allow the quote to be accepted and converted into a booking.

Here are a few strategies for adjusting pricing for a guest:

(Note: The Vrbo ~15% booking fee will not be reduced in amount if you adjust the price down on OwnerRez after the guest books.)

1. Discuss and Refund: You can discuss a discount with the guest (via the Vrbo inbox or a quote). They book at the original price, and you adjust the charges and refund the difference if they paid 100% upfront. The downsides are that guests might be wary of not receiving the refund, and you could incur credit card fees on the refunded amount if you use Stripe or if the adjustment occurs after daily settlement by your payment processor.
2. Adjust Rates and Min Nights: Agree on a price with the guest, then adjust the rates and minimum nights for the booking period in your settings. The risk here is that once the new rates sync, anyone could book those dates. You and the guest must be online simultaneously; you make the changes, let the changes sync (10-15 minutes), and the guest books immediately. Note that if you use dynamic pricing, these manual adjustments will be overwritten during the next sync. This approach requires quick coordination between you and the guest.
3. Instant Book Adjustment: If you use "Instant Book," temporarily change your property rules to create a "pending" status. This allows you to process the price adjustments and then revert your booking rules back to their original settings

Or, if you are Request to Book: If you use the "Request to Book" feature, you can adjust the pricing on a booking request before confirming it. You and the guest agree on a price within the Vrbo inbox to make the guest comfortable with the request, then adjust the charges before confirming the booking.

I have a VRBO inquiry and they would like a last minute discount. I've looked all over for a place to modify the quote, but I can't seem to get it back to VRBO. I checked to see if I need to do this on the VRBO site and it tells me to modify in OwnerRez. 

Is this do-able? Can I modify a VRBO quote?

I have had a reply from the support team after submitting a ticket. Unfortunately, the functionality to do this isn't currently available.

They suggested I create a feature request and encourage others to upvote it so I'm sharing it here. Maybe others can share this too for me.

Link to the feature request.