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Hi Patricia,

Thanks for sharing this idea with the community! Feature requests with more support tend to move up our list faster, so if there's anyone else who'd want this too, point them to this thread and encourage an upvote.

OwnerRez does accurately report the taxes the host is responsible for reporting and remitting, but there are a couple of important distinctions in how this report works.

The reason your original Tax Detail Report shows only one booking is that “Include bookings with no tax charges” is not checked.

By default, the Tax Detail Report includes bookings where a tax was charged through OwnerRez and is therefore part of the amount collected by the host. If you check “Include bookings with no tax charges,” the report will also include the other bookings during the selected period, including the Airbnb bookings.  Here is the report for the same listing and time period when the box is checked (I redacted the data as it is not mine to share here publicly)

That explains why only one booking appeared in your original report.

I also reviewed the Guest Channel Fees for a sample Airbnb booking, and Airbnb did collect the San Bernardino accommodations tax. As you mentioned, OwnerRez defines Guest Channel Fees as:

“Amounts the guest paid to the listing site directly, like service fees or taxes remitted by the listing site.”

For the sample booking, I see $82.13 in San Bernardino accommodations tax. That equals 7% of the $1,173.30 in rent and cleaning charges.

These amounts appear under Guest Channel Fees rather than in the Charges section to keep them separate. Airbnb collected these taxes directly from the guest, did not include them in the host’s payout, and remitted them directly to the taxing authority. The host did not collect those funds and is not responsible for remitting them.

That distinction is important. The Tax Report description refers to “The Taxes You Collected.” In the case of these Airbnb bookings, the host did not collect the taxes. Airbnb did.

The Tax Detail Report is primarily intended to show the revenue and taxes the host is responsible for reporting and remitting. If Airbnb-reported revenue and taxes were combined with those amounts without a clear distinction, a host could potentially overstate or duplicate what is submitted to the taxing authority.

This is also why “Include bookings with no tax charges” is optional and not selected by default. It lets someone include those bookings when they need a broader view without automatically combining OTA-remitted activity with amounts the host must remit.

Some taxing authorities may ask for your gross booking revenue and then ask how much of that revenue came through a marketplace such as Airbnb. They can then exclude the Airbnb activity when determining the revenue and taxes for which you are responsible.

That is where checking “Include bookings with no tax charges” can be helpful. It allows the report to show the broader taxable revenue total. You can also group the report by listing site to identify how much of that revenue came through Airbnb, Vrbo, or another channel.

I understand that you would also like a consolidated report that shows both host-remitted and OTA-remitted taxes, with a column identifying who remitted each amount. That could be useful for reconciliation, owner reporting, or jurisdictions that require the host to disclose gross activity even when an OTA remits the tax. However, that would serve a different purpose from determining what the host collected and must remit.

There is also some complexity that would need to be considered. For example, Vrbo does not handle every tax the same way in every jurisdiction. A report could not assume that a tax was remitted by an OTA based only on the booking’s listing site. OwnerRez would need to reliably determine the remittance responsibility for each individual tax amount.

We can capture the consolidated reporting view as a feature request, but the current separation is intentional and helps prevent double reporting.

In the meantime, the actual taxes Airbnb collected can be found in the Listing Site Fees Report. That report can be exported and filtered using descriptions such as “Airbnb Accommodations Tax.” I understand that exporting and combining two reports is the extra work you are asking OwnerRez to eliminate, but it is currently the most accurate way to obtain both sets of figures.

We also now offer an integration with Avalara MyLodgeTax, which can help determine your lodging tax requirements, account for taxes collected by marketplaces, and assist with filing and remittance. You can read more about the integration here: Avalara MyLodgeTax Integration.

OwnerRez needs to accurately report taxes collected and remitted by booking platforms such as Airbnb and Vrbo.

When reservation data comes into OwnerRez from an OTA that collects and remits taxes on behalf of the host, OwnerRez currently classifies those tax amounts as guest channel fees because the funds are not included in the host’s payout. The amounts then appear in the Listing Site Fees Report rather than the Tax Detail Report.

This classification is inaccurate. These charges are taxes—not listing site fees. The fact that an OTA remitted the money should not change how the charge itself is classified.

The attached Casa Coyote example shows Airbnb accommodations taxes listed as guest fees in the Listing Site Fees Report. Those same tax charges are missing from the Tax Detail Report and the Line Item Pivot Report.

This creates extra work for hosts and property managers. Even when an OTA remits the taxes, many of us are still responsible for filing accurate quarterly reports for the property or homeowner. OwnerRez does not currently provide a complete tax report, so we must find the OTA-remitted taxes in a separate, unrelated report and combine the information outside OwnerRez.

The simplest solution would be to:

• Continue classifying these charges as taxes

• Include the tax charges, taxable revenue, tax type, and taxing authority in the Tax Detail Report

• Add a new column to the Tax Detail Report titled “Remitted by OTA”

• Use that column to identify whether the tax was remitted by Airbnb, Vrbo, or another booking platform

• Include these tax charges in the Line Item Pivot Report as taxes—not listing site fees

For example, the Tax Detail Report could show:

This would keep all tax activity together in the appropriate report while clearly distinguishing taxes remitted by an OTA from taxes the host or property manager must remit.

OTA-collected taxes should not be excluded from tax reporting simply because the funds were never included in the host’s payout. They should remain classified and reported as taxes, with the new “Remitted by OTA” column providing the necessary distinction.

The updated guest portal is creating confusion for guests who booked through an OTA such as Airbnb, where the platform collects the payment.

When guests open the Authorize Security Deposit page, they see the full reservation price under “Price details” beside a form requesting their credit card information. Because the page does not explain that their reservation was paid through the OTA, many guests we are going to charge them again for the cost of their stay—in addition to the security deposit hold.

I have personally had several guests contact me because this screen made them believe they were being charged twice. This creates unnecessary worry for guests and additional messages for hosts/property managers to resolve.

Please add a clear payment-status notice to this screen for OTA reservations. Ideally, it would identify:

• The platform through which the reservation was booked

• Whether the reservation payment was collected by that platform

• That the credit card being entered will only be used for the security deposit authorization

For example:

Reservation payment: Paid through Airbnb
Amount due for your stay: $0.00

Your reservation charges were collected by Airbnb. You will not be charged again for your stay. The card information entered below will only be used to authorize the refundable $250 security deposit hold.

This message should appear prominently near the price details and security deposit amount—not hidden in expandable text—so guests see it before entering their credit card information.

At minimum, the price details section should label OTA-handled charges as “Paid through Airbnb,” “Paid through Vrbo,” or the applicable booking platform. It would also help to visually separate the reservation total from the security deposit hold so guests understand that they are two different items.

This small clarification would make the updated portal much easier for guests to understand and reduce avoidable concerns about duplicate charges.

Yes, a million times yes! Batch copying a few months of rates, by date, would be so helpful!

Great news! If you've been waiting, the time is now!

Setup and connection instructions for this integration are available here: https://www.ownerrez.com/support/articles/homes-villas-by-marriott-bonvoy-setup-connecting 

That article also covers the general requirements that apply to all listings. Worth reviewing before you connect.

Once the connection is set up, we'd suggest running the Listing Quality Analyzer (LQA) with Homes and Villas by Marriott Bonvoy selected as the channel. This will surface any errors that need fixing, plus warnings on things like surcharge configuration that might not behave as expected on this particular channel.

One other thing worth flagging: if you normally place Security Deposit holds, HVMB only supports these as refundable deposits, which they manage on their end - OwnerRez just passes along the required amount via the API. If you've got templates or triggers set up to notify guests about a Security Deposit hold, you may want to exclude HVMB from those and set up separate ones tailored to this channel, if that's relevant to your setup.

Should you run into any trouble or have any questions, feel free to write our Support team at help@ownerrez.com

FULL Powertranz integration is now available in OwnerRez! You can read more about it in the blog post here - https://www.ownerrez.com/blog/full-powertranz-integration-all-banks-all-countries-now-available-in-ownerrez 

[This topic has been merged with another topic (Feature Request for Integration with Proptia). All unique votes have also been merged.]

[Another topic was closed as a duplicate of this topic (Proptia parking app.)]

Hi Debbie,

If Proptia is interested in integrating with us, they're welcome to write our Partnership team at partnerhelp@ownerrez.com! Let them know that you're an OwnerRez user interested in this. If they hear from more OR users, they'll know there's a demand. Of course, if there's demand, they're more likely to take up a conversation with us.

Usually, our partners build out the API from their end when they partner with us. If they're willing to put the work in, we're absolutely willing to have that discussion.

Hi! 

Any possibility with ever connecting with Home Exchange as a platform sync? 

100% yes, @Downtown!!! The responses are far too fast, and -- I agree -- I would love to see it auto-pause its replies when we are drafting our own! 

Well i did write a code and i was able to provide the functinality but still a short cut not a permanant solution. Recently  i did in fact do somhing better ( at least i think it is better ) and create the calnder totally clickable  and it works super fine :) i now can custimze any format i want :) 

Hey Ozan,

You're talking about the Multi Month calendar widget on the individual property pages on a multi-property Hosted site, is that correct?

Taking a look at your Hosted test location, it looks like you were able to find a way to make it clickable so that a booking widget pops up. How is that working for you? Would you be willing to share what you did behind the scenes there so that other users may benefit from this as well?

Your request is more than valid. It does remain open for voting. To be candid though, this falls fairly low on our priority list relative to other work in progress at this time. If that changes, I will follow up here in this thread.

Any update on the delayed response? I just started turning it on all day not just after hours but the instant response is very frustrating and if if sees us responding it there should be an option to have it stop replying

This is BASIC functionality.  Many prospective guests won't waste their time trying to figure out what is available and then book using a clunky booking form.  I believe many owners are not using owner rez because this feature is lacking.  Time to get it fixed and enter the modern age!

Hi Doug,

Rezzy is multimodal.  Any of the free AI agents available do a good job of 'speaking the language' better than I can and well enough to create decent directives. Personally, I have used Co-PIlot, Gemini, GPT, and Claude to write my FAQs and Directives.  I've gotten to the point that if Rezzy provides a bad answer, it's because she didn't have enough info from my codex of information. It will happen.  But with the upgrades that the OwnerRez team continues to provide and fine-tuning my directives, it's working pretty good.

Awesome! Wish I would have flagged this for y'all ages ago -- ha! I appreciate the quick fix! 

Thanks for the additional suggestions.  I did have instructions in the Directives, but they were very light handed, so I tried making it more direct(ive):

I now have this in my directives under General Instructions, active for all properties and booking statues:

If the guest message is not related to a lockout or other urgent situation that requires immediate attention from a host, do not attempt to answer the guest's question. Simply inform them that the host will get back to them during normal business hours (Hosts are on duty 7A-9P Pacific Time for non-urgent messages). Do not quote rates, discounts, or property policies.

Here are some other sandbox tests with Rezzy:

QUESTION:  I'd really like to bring my pet, an iguana. I see that your policy has no pets, but this isn't a dog or a cat, so it's not going to shed. It'll never leave its terrarium, so there's no way it can damage the property. Would this be okay during an upcoming stay? 

ANSWER: That's a reasonable point to raise, and I appreciate the context. The no-pets policy does apply broadly, so I can't approve an exception on our end - but I'll pass this along for the host to review. They'll get back to you during normal business hours (7am-9pm Pacific)

-- not bad, but still quoted property policy, when it was explicitly directed not to.

QUESTION: Your property looks amazing. I have a party of eight, and I would like to book for the last week of November. Is there a price difference if I stayed for just the weekend or if we actually rent for an entire week? Are there weekly discounts? What would the cost be? 

ANSWER; Sorrel Haus does accommodate up to 8 guests, so your group would be a great fit. For pricing details on a full week vs. just the weekend, and any weekly discount options, the host will follow up with you during normal business hours (7AM–9PM Pacific). Since it's currently within that window, you should hear back soon.

-- much better!

I then added specific language to the directive for it not to discuss pet policies, so the directive in it's entirety is now:

Only provide host direct contact information if the situation is urgent, for example: - a lockout - utility failure - leak - other issue that is immediate and urgent In all other situations, inform the guests that the issue will be raised for the host to address during normal business hours If the guest message is not related to a lockout or other urgent situation that requires immediate attention from a host, do not attempt to answer the guest's question. Simply inform them that the host will get back to them during normal business hours (Hosts are on duty 7A-9P Pacific Time for non-urgent messages). Do not quote rates, discounts, or property policies. Specifically around pet policies, any questions should defer to the host - do not communicate property policies about pets to the guest at all.

Then I tested again:

QUESTION: I like to travel with my poodle, which is completely non-shedding and very well trained. I have nothing but five-star reviews, and they always come with me on my trip. Can you make an exception for your pet policy to allow my dog to stay with me during an upcoming visit for a week in September? 

ANSWER: I'll pass your request along to the host for review — they'll follow up during normal business hours (7AM–9PM Pacific). You can also reach out directly at [redacted] if you'd like to connect sooner.

... so this seemed better at first, as it wasn't going to make a call on the pet policy, but then Rezzy shared our paging portal information for a clearly non-urgent issue.  The log is available (7543400) if you'd like to take a look - I don't see anything in there that indicates why Rezzy thought this was an urgent issue worthy of sharing the paging portal information.

Previously you'd suggested crafting a response with the aid of another LLM - what model is Rezzy running on so that I can better craft my directives?

Some food for thought back at you. 🙂

Based on what you're trying to accomplish, I actually think Rezzy could be a really good fit for this.

You can set a schedule for Rezzy's AI Messaging, so if you only want it responding outside of your normal 10 AM–4 PM office hours, you can absolutely configure it that way today. In fact, based on what you've described, that's probably exactly how I would recommend starting.

The difference is that instead of every guest simply receiving the same "we're closed, reply URGENT if you need us" message, Rezzy can actually read the guest's message and respond to what they're asking.

So if someone sends a routine question at 8 PM that Rezzy knows how to answer, the guest can get an immediate, helpful response without anyone on your team needing to get involved.

On the other hand, if the guest has an urgent issue, or asks something Rezzy doesn't have enough information in its Knowledge Base to confidently handle, Rezzy can create a Task and notify your team. That gives you the opportunity to step in promptly when your personal attention is actually needed.

I also wouldn't think of using Rezzy as taking away from the personal approach you provide. If anything, the goal is for it to enhance that experience. Rezzy learns from how you communicate with your guests, and in a relatively short amount of time its responses can begin to sound very much like you and your business.  You can also add FAQ's and Directives to get it to respond exactly how you would like it to for specific questions and scenarios.   And just because Rezzy sends the initial reply, doesn't stop you from adding to that if need be as a follow up.

We've had a number of users express the same concern initially. They don't want AI to replace the personal service they provide. But after using it for a while and seeing how effectively it handles guest conversations, many become comfortable enough that they eventually turn it on full time.

And Rezzy is much more than AI Messaging. It also provides Sentiment Analysis, so you can quickly see how a guest is feeling without having to read through an entire conversation. That sentiment can help drive things like review requests and other messaging.

Rezzy also analyzes your reviews and gives you a dashboard for spotting trends across your properties. It identifies recurring highlights and lowlights from your reviews, helping you see both where you may need to improve and what guests already love that you can lean into even more.

And that's really just the beginning of what we're looking to do with Rezzy.

So rather than waiting for an after-hours autoresponder, I'd recommend trying Rezzy's AI Messaging on an after-hours-only schedule. It would give you the boundaries you're looking for today, while still providing guests with meaningful help when your office is closed. And I think you may be pleasantly surprised by how well it works and eventually decide to let it help during the day too. 🙂

You can read more about all the features Rezzy has to offer here:
https://www.ownerrez.com/support/articles/rezzy-ai-overview 

Hi Doug,

I took a look at the sandbox exchange that you shared above in the Rezzy Log.  It has a great deal of detail about what Rezzy used to formulate her response and a section explaining her 'thinking'.  She didn't find the directive that you describe, so it did not impact her process.  And I don't see it anywhere either.

Directives are created on the Rezzy Directives tab.  + Add Scenario

It looks like maybe you entered it in the Rezzy > Overview >  'Conversation Tone' box. That is not for directives. 😉

Hi Alece,

This was actually a bug report. It should be fixed now and you should see Something Else as an option.

Thanks, Michael. I've experimented with this a little bit more, and here's what I found. 

Adding a directive such as:

"Do not reject request for pets even on properties, which do not allow them in their property rules. Instead defer to the host to make the final decision. When you see these types of inquires, simply respond that the host will follow up with them during normal business hours."

... does successfully get Rezzy to not shut down requests for pets, as an example, but that requires me to be very specific and think of all the ways Rezzy could go wrong in advance. 

Using directives to prevent a response unless it's urgent, such ass:

"Your role is to monitor after-hours guest communications and only respond if there is an urgent need or emergency that needs the immediate attention of a host. If there is no urgent issue, please do not respond or send a message back to the guest at all."

... seems to have no effect. Rezzy still concludes that they always need to respond, and will enthusiastically answer any guest query. 

Even including directives to prevent price quoting, such as:

"Do not quote any rates for a requested booking or booking change, or offer a confirmation or suggestion that their request can be fulfilled. All booking inquiries or changes must be reviewed and responded to by the host. "

... is not successful at all.  Rezzy still gladly quotes rates to guests on request (using the Sandbox features), such as this exchange:

QUESTION;

I'd like to stay this weekend. Can you give me a discount for a last-minute booking? What would the cost for the weekend be for five people?

ANSWER:

We don't have last-minute discounts available for Oakwood Haus.

For **Friday, August 21 – Sunday, August 23** (2 nights, 5 guests), the total is **(amount)**, which includes rent, cleaning, and tax. Full payment would be due at booking since arrival is within 30 days.

If you'd like to move forward, just let me know and I'll get the request submitted to the host.

I'm not debating whether the price quoted was correct or not - my concern is that Rezzy isn't actually following the directives given.

Rezzy is continually updated.  A major 'modernization' was released in June that greatly improved her ability to stay quiet, among other things, and included greatly improved insight into her 'thinking process' in the log.  Please try again to see if your directives are more effective!

Thanks for flagging this one for us! We're looking to make an update and implement this so that there should be a similar option in OwnerRez.

I got excited when I saw the release of "Snippets" today.

Then lost all excitement when I saw this isn't what Snippets is.

Snippets are definitely something different. They are more like Airbnb's 'Quick Replies'.

https://www.ownerrez.com/support/articles/snippets-overview

We do appreciate keeping the conversation going about improvements to templates and triggers! The upvote count at the top of the page is one of the biggest signals we use to decide what to build, so if this resonates with others you know, loop them in and have them add their vote.

Actually, I have. I even asked support if it was possible to direct Rezzy to only respond to certain topics and not send a reply at all if the topic wasn’t one of the ones listed. They told me that Rezzy always responds - there is no option for it to not respond at all. That’s basically what I’m asking for. 

if something has changed in Rezzy’s capabilities since then, I’ll give it another shot. 

Hi Douglas,

Have you tried setting up directives for Rezzy to only reply to 'emergencies' after hours?  I would recommend creating an FAQ with a list of every topic that you can think of that might be defined as an emergency. Then create a directive explaining when and how to use that list.  Furthermore, I would recommend using another AI to construct the directive and paste it into Rezzy. They 'speak the language', and you can go back and forth with them to fine-tune the directive.  Then test, test, test in the sandbox.

this would be a huge help for us as well!

Thank you, Michael! 

It would be helpful if there was a way to opt in for only a select portion of RezzyAI rather than integrating all of the benefits. 

With being a hands on, local company, we love the personal approach and conversations with our guests and owners. Having a trigger that was solely on after-hours messages would be an incredible addition that I think many of us OwnerRez users would benefit from. 

Just some food for thought!