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Unfortunately this doesn't really solve the problem. In Transactions, OR is showing the total charged to the Guest's credit card, however the remittance to the Owner is that amount minus the Vrbo commission and payment processing fees ("OTA Fees"). The only choices in OR for how to handle these OTA fees is Owner Pays or PM Pays.... If Owner Pays, the only options are Paid As Expense on Owner Statement or Paid From Escrow. Either way, the numbers on the PM tab are incorrect as well as on the Owner Statement, even if you set the Direct to Owner as $0 as the help text advises. If you choose PM pays, similar issue....PM numbers are incorrect b/c it is assuming this was a cost to the PM. I have not circled back with Support on this yet due to other priorities.
I saw this answered directly in an email you sent to us, and thought I'd post that answer here as well in case anyone else is wondering the same!
I understand your situation with co-hosting in a state requiring licensed realtors for property management, where payments must go directly to owners. The challenge you're facing with channel fees and processing fees is a common issue in this setup.
Direct Owner Payments Configuration
First, ensure you're properly using the Direct Owner Payments feature. You should enter the amount of rental funds that go directly to property owners in the PM tab of each booking. This is explained within this support doc article below:
Direct Owner Payments - Owner Payouts - Property Management - Support - OwnerRez
Channel Fee Handling Options
For the channel fees and processing fees that are deducted before the owner receives payment, you have configuration options in your Owner Settings:
Channel Fees Configuration:
- Navigate to PM > Owners > [specific Owner] > Settings tab > Channel Fees
- In the Expense section, you can select "PM will pay fees" option, which excludes these fees from being classed as an owner expense
- This means you, as the property manager, will be responsible for these fees in the system
Transaction Fees Configuration:
- Similar settings are available under Transaction Fees in the same owner settings area
- You can configure whether the PM or owner pays these fees
This is mentioned more within this support doc article:
Commission on Fee Expenses - Expenses - Property Management - Support - OwnerRezBy properly configuring the channel and transaction fee settings in the owner configuration, the system should correctly account for these fees without showing inflated payment percentages.
I saw this answered directly in an email you sent to us, and thought I'd post that answer here as well in case anyone else is wondering the same!
I understand your situation with co-hosting in a state requiring licensed realtors for property management, where payments must go directly to owners. The challenge you're facing with channel fees and processing fees is a common issue in this setup.
Direct Owner Payments Configuration
First, ensure you're properly using the Direct Owner Payments feature. You should enter the amount of rental funds that go directly to property owners in the PM tab of each booking. This is explained within this support doc article below:
Direct Owner Payments - Owner Payouts - Property Management - Support - OwnerRez
Channel Fee Handling Options
For the channel fees and processing fees that are deducted before the owner receives payment, you have configuration options in your Owner Settings:
Channel Fees Configuration:
- Navigate to PM > Owners > [specific Owner] > Settings tab > Channel Fees
- In the Expense section, you can select "PM will pay fees" option, which excludes these fees from being classed as an owner expense
- This means you, as the property manager, will be responsible for these fees in the system
Transaction Fees Configuration:
- Similar settings are available under Transaction Fees in the same owner settings area
- You can configure whether the PM or owner pays these fees
This is mentioned more within this support doc article:
Commission on Fee Expenses - Expenses - Property Management - Support - OwnerRezBy properly configuring the channel and transaction fee settings in the owner configuration, the system should correctly account for these fees without showing inflated payment percentages.
Is there anyone in the UK that is successfully using Stripe as their payment processor? We are having an issue with 2 factor authentication which started suddenly about 6 weeks ago and means all direct bookings via OwnerRez now fail. It would be good to discuss it with someone who hasn't got the problem.
Thanks
Hi
Is it possible to directly message a forum member?
Thanks
I saw this answered directly in an email you sent to us, and thought I'd post that answer here as well in case anyone else is wondering the same!
I understand your situation with co-hosting in a state requiring licensed realtors for property management, where payments must go directly to owners. The challenge you're facing with channel fees and processing fees is a common issue in this setup.
Direct Owner Payments Configuration
First, ensure you're properly using the Direct Owner Payments feature. You should enter the amount of rental funds that go directly to property owners in the PM tab of each booking. This is explained within this support doc article below:
Direct Owner Payments - Owner Payouts - Property Management - Support - OwnerRez
Channel Fee Handling Options
For the channel fees and processing fees that are deducted before the owner receives payment, you have configuration options in your Owner Settings:
Channel Fees Configuration:
Transaction Fees Configuration:
This is mentioned more within this support doc article:
Commission on Fee Expenses - Expenses - Property Management - Support - OwnerRez
By properly configuring the channel and transaction fee settings in the owner configuration, the system should correctly account for these fees without showing inflated payment percentages.
I agree. I'd love to see an OR guest communication phone app, allowing push notifications, that has all the threads from the various OTAs while also being connected to a text portal imbedded in an OR direct-booking page. If OR included the option for co-host communications over this, it might even circumvent VRBO's deficiencies in that realm, or perhaps even simplify/extend the co-hosting option across all API-connected OTAs.
Hi Doug,
While we don't have a published app in the app stores, the OwnerRez progressive web app, which is saved as an app icon on your phone, supports push notifications. Supported Devices
Team Access allows for your "co-hosts" to communicate inside OwnerRez with guests via Airbnb, Vrbo, and Booking.com. We have tiered permissions coming soon that can limit access by property/ies. Team Access Overview
Coming soon:
Shawn H
Do you have an ETA on this feature? I am very close to needing a co-host to answer guest messages, but I don't want them to see financials.
Thanks
Having a similar problem- we got the DNS verified at Bluehost (which is on numerous blacklists, maybe that’s why?)
We are both web design/graphic design professionals- retired for some years, but still doing development work for some projects.
We also talked to a friend who does systems like this for a living.
It’s tedious but you can insert the records in your own CPANEL. We are waiting to see if it “propagates” & turns up OK in OR.
We have a help call later today, but we have been paying for OR for a couple months now, & have not been able to integrate channels or move forward due to this fiddly little email issue.
The directions are “copy this & paste it” the question from the non-techie (my skills are just really old) is WHERE to paste WHAT.
Having done some technical writing, you really have to pretend you are explaining something to a 5 year old alien from another planet.
Even then, some people will be confused, but I have to say, I have some (rusty) tech skills & decent learning curve, & I am getting very frustrated with the issue.
You’ve *got* to make this easier for your clients.
Thank you for always improving,
Chuck & Emily Gordon
Hi there,
Here's the relevant Feature Request if anyone has not already expressed interest by way of upvoting this request:
https://www.ownerrez.com/forums/requests/automated-way-to-send-text-reports-by-email
That's where you can find updates as things progress.
We did!
You can already set up Early Bird Promotions and Last-Minute Discounts through the Vrbo API. The other components of the Vrbo Promotions feature is not yet configured to work for all API connected partners, however, OwnerRez will be able to consider offering it in the future!
We do not know when Promotions via the API will be released, but based on our sources, it looks like they're projecting late Q4 of 2025 or Q1 2026.
Do keep an eye on our Blog and Changelog for future updates!
https://www.ownerrez.com/blog
https://www.ownerrez.com/support
Heads-up:
VRBO is temporarily suppressing all management responses to guest reviews as of July 10, 2025.
This means that if you receive an unfair or inaccurate negative review, you are unable to respond for future guests. And no way to visibly thank those guests who post positive reviews.
Here is VRBO's Tech Support's response to me:
We are writing to inform you about a technical issue affecting the visibility of
management responses to guest reviews on our Product Detail Page
(PDP).
Starting July 10, 2025: All Management responses to guest reviews are
temporarily suppressed (removed) from all brands due to ongoing
improvements to our reviews moderation tools. Partners are encouraged to
continue submitting and viewing their responses using the Vrbo Dashboard
or through IPM integration.
We understand the importance of maintaining communication and
transparency with your guests, and we are committed to resolving this issue
as quickly as possible. Please continue to submit your management
responses as usual, as they remain crucial for internal records.
We appreciate your understanding and patience during this period of
improvement. Should you have any questions or require further assistance,
please do not hesitate to reach out.
Thank you for your continued partnership.
Kind regards,
XXXX
Unfortunately not exactly accurate for the UK.
Who Does Get a CRN?
You’ll be issued a CRN automatically when you register with Companies House as one of the following:
• Private Limited Company (Ltd)
• Public Limited Company (PLC)
• Limited Liability Partnership (LLP)
• Limited Partnership (LP)
• Community Interest Company (CIC)
• Charitable Incorporated Organisation (CIO)
---
Who Doesn’t Get a CRN?
These business types are not incorporated, so they don’t receive a CRN:
• Sole traders
• General partnerships
• Freelancers operating under personal names
They may have other identifiers like a Unique Taxpayer Reference (UTR) or VAT number, but not a CRN.
VRBO doesn’t accept UTRs effectively blocking a chunk of the UK market from listing with anything more than an iCal.
Of course people could incorporate but extra administrative costs of £2000-£3000 pa and legal costs of similar then come into play.
Hi Alison,
Just last month we did confirm with some of our Vrbo contacts that a registration number is required, however by our understanding any company can register for a CRN/BN even if they are not required to collect and submit VAT. All Vrbo requires is having that BN, even if you don't have a VAT ID.
However, collection requirements may vary by locality, they may not be the same across the whole of the EU or other countries that require a registration.
Note:
OwnerRez DOES NOT remit taxes on your behalf, open accounts with tax agencies, or make tax filings for you. You are responsible for configuring the tax settings correctly to match the requirements in your area and for making all remittances and filings that are due.
OwnerRez employees are not tax professionals or accountants and hold no responsibility for uncollected taxes while settings are being adjusted due to tax law changes or any other alterations.
You probably saw a new mobile promotion VRBO is advertising to get more bookings and what is more interesting to me at least, to improve my property standing in their searches. I have Ownerrez VRBO integration so managing calendar/promotions have to be done in Ownerrez. My question - how can I take advantage of this opportunity? Thank you.
Any update on this? It's been a few years since the request. Would be very helpful!
Also looking for scheduled reports, in particular the "Daily Checklist", but all would be great!
Hi Sarah,
When you are API connected to Vrbo, they only process the guest fee payment. Vrbo sends you the guest's credit card information and you are in control of payments. You process the payments through your payment processor, Stripe.
If you have a booking rule of 50% first payment upon booking, that charge should be processed on the guest's card when the booking comes in. The funds would be available to you on the schedule your payment processor uses. You can check with Stripe or look on your Stripe account dashboard to see when they will deposit those funds into your bank account.
I have payment installments selected on VRVO, first initial payment of 50% and the 2nd payment for the remainder of the balance. We use Stripe as our payment processor, does anyone know if they send the first payment right away, or is the full payment sent 24 hours after the guests check in? Thank you in advance!!
Thanks Alissa. We answered this question on the email you submitted to us.
Without providing personal details here, your guest will want to check with their email domain provider to see if your inquiryspot email address is being blocked by them for some reason.
You can also acquire your own domain and associated email address, and have it verified. More info in this support article:
https://www.ownerrez.com/support/articles/email-from-reply-to-verified-sender
OwnerRez help needed: emails not going through to the guest
We have a guest who just placed a booking, they are a repeat guest and we have emailed them before with no issue. For this booking, our OwnerRez emails are not going through to the guest.The guest said they have received some emails, but not others (namely the payment form). I have reached out to OwnerRez but they haven't responded to the ticket yet, so we figured we'd ask here just in case
Additional context:
Thanks in advance!
Same request from me. I have been paying for a hospitable subscription to literally only distinguish between an inquiry and booking request on Airbnb. OwnerRez needs to figure this one out asap. Too easy to fix.
Vrbo let us know they fixed this issue. They were not including reservation IDs in the download.
They've said you'll see the fix with any new files they produce. Any existing files were not fixed.
Please check the next Vrbo commission statement generated and let us know if you still see issues. Help@ownerrez.com
You can export your contact information and use it to send marketing email manually or through your favorite CRM.
Since our messaging system is meant to be for transactional messaging related to inquiries or bookings, I don't believe you'll find a way to send an email to someone through OwnerRez that hasn't booked or inquired about a stay.
I have recently manually added some contacts that I have received via my META biz platform. I would like to send them an email through the template system. I cannot figure out if this is possible or not. Has anyone done this?
Hi All,
We are ramping up a co-hosting business using OwnerRez as the PMS and QuickBooks Online for financials. We are in a state where we need to walk a fine line between what we can do as a co-host and what is considered a property manager bc property managers are required to be licensed relators. Also, we are using a MTR/STR Hybrid approach. This means we are trying for 30 night minimum rentals first and filling in the gaps by opening it up to 2 night minimum. Our target guests are insurance company customers that had a fire/flood in their home; people relocating to Charlotte, but not sure where they want to buy yet; companies with employees on long term assignments that would be more comfortable in a house than an extended stay hotel.
The main thing we need to be careful of when it comes to systems/processes around OwnerRez is guest/channel payments must be paid directly to the owner, then we invoice for our commission and out of pocket expenses. We plan to have each owner have their own Stripe account or other method to collect payments.
A few questions and a general ask for any tips, tricks or gotchas below (remember, we are using OwnerRez and QuickBooks Online):
1) Do you have a solution in OR for channel (vrbo, airbnb) payment processing fees/commission charges that the channel subtracts before sending the owner the payment? I detailed this question out with screen shots in another forum post. Would appreciate your input on the separate post. https://www.ownerrez.com/forums/go/80018
2) How do you setup multi-month (lets say 5 months) stay where the guest (or insurance company) will pay monthly instead of in 2 payments before arrival? How do you show each monthly payment that was made to the owner (can only find a single Direct Remittance field on the PM tab of the Booking, so we could keep updating the total, however that doesn't provide us the detail of what happened when, and we have a feeling it will get even messier on the owner statements.
3) How do you do background checks, credit reports and income verification on a multi-month stay? We setup the integration with trustd.ai which handles the background check/id verification, however are open to other options and don't have any integrated solution for credit check/income verification
4) How do you handle accounting for security deposits in OR? They need to be in the Quote and charges on the Booking, but the $$ is being received/held/returned by the owner. How do you show it was paid, but not show it as paid to you? How do you show it was returned?
3) Do you have any other tips, tricks, gotchas you can call out using OR and QuickBooks Online for Co-hosting where the owner is paid directly by the guest/channel and we invoice the owner for our commission and out of pocket expenses?
Thank you!
We are Co-Hosting in a state that requires property managers to be licensed relators. This requires that payments, security deposits, etc. be paid directly to the owner, and we invoice the owner for our commission and out of pocket expenses. We believe we have this mostly figured out in OR, however, we can't figure out how to handle the payment processing fees and the channel commission that the channel deducts from the payment it sends to the owner. They show up in the OR booking as expenses, however there doesn't seem to be a way to indicate that owner paid these expenses directly. This causes the PM amount under the Profit section of the PM tab of the Booking to be too high bc it thinks the PM paid these expenses on the Owner's behalf.
The least wrong way we have found is to delete these as Expenses and add them as Discounts under the Charges. This makes all of the numbers on the PM tab of the booking come out correct (except that technically the Discount is too large and portions should be reflected as Owner Paid expenses, but it makes the Owner and PM profit correct). We then put the amount the Owner was paid directly by the Channel (VRBO) into the Direct Remittance field. This causes the Owner and PM amounts under Profit on the PM tab to be correct (Owner has a negative balance which is equal to the amount due to the PM).
The problem with the above solution is the Owner Statement shows that the guest paid over 100% of the total due (b/c the guest paid X, but we had to add the processing/commission fees as a discount, so OR thinks the guest should have paid less (X - processing/commission fees).
Are we missing something? Any suggestions?
Screen shots attached.
Hey Jordan,
Google Vacation Rentals is not necessarily the issue. Your listing does market your direct book website to a broad audience. That's good and bad. Bad because scammers look for properties to vacation where they can check in at the last minute, using stolen credit cards. By the time the credit card is reported stolen and a chargeback is filed, they have enjoyed your place and are long gone.
While nothing is foolproof, there are some steps you can consider:
https://www.ownerrez.com/support/articles/integrations-overview#insurance
Also speak with your current merchant processor to see what checks they have on their side to help combat fraudulent charges. Some of them do have processes in place.
I'm sorry you're going through this, and I hope others will chime in with their experiences and suggestions.
Hi All, I have had all of my listings on Google Vacation Rentals for many months, but only recently got 2 bookings through that platform for the same listing.
For whatever reason, both bookings have been flagged by Stripe as being fraudulent credit card transactions. I have never had this happen before with any other platform, and I'm wondering if it has something to do with GVR, or if anyone else has experienced this before. We do have signed renter's agreements as proof of the booking being legitimate, so hopefully the fraud disputes are unsuccessful and we're able to keep the booking value.
Thanks in advance for your help with this!
Not sure what you mean by "templates and triggers that were not set up by me". I have 60 triggers for every imaginable scenario (I guess I may be over-detailed) and 35 templates (some templates may be used by more than 1 trigger). I also have templates that can be sent manually. It all works. So maybe something is set up incorrectly in your case? Not sure if that is an OR issue or user error, or condition of the bookings - you mention that triggered messages are only sent to those who booked after June 19th. Triggers are typically not retroactive, i.e, only bookings created after the trigger was defined will get the triggered message. That will, however, will correct itself as time progresses. If you are sure that Hostaway is better for you, of course. But I have a feeling that you may not have understood/implemented all the useful OR features before deeming it not useful to you. You do not need to be a "coder" to define triggers. There are multiple docs and vids explaining how to.
When you integrate with Vrbo via their API, they then act 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.)
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.
Hi Karen!
You should be able to see this information with our Booking Detail report. You can set a specific time frame you wish to look at, and it should show you a list of bookings, with the total made at the bottom. It should also have a column that shows how much the owner gets, and the commission the PM made on the booking. We have this support article that goes over the report: https://www.ownerrez.com/support/articles/bookings-detail-report
If you have any other questions, please reach out to help@ownerrez.com.
If you are integrated, you cannot send a quote to VRBO in response to an inquiry. You can only send a verbal response. Guests can still book on vrbo and booking will flow into OR, "that's all". The amount not matching could be: 1) because Vrbo adds a service fee to the amount that the guest sees on the Vrbo side; 2) if you have a rate adjustment on vrbo channel setting ( ex: "Increase/decrease VRBO rates by X%").
