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Following up in the same vein as the instant booking hotfix that shipped in late July -- I've now seen the same shape of that issue on the cancellation side.

The scenario: guest cancels their reservation through Airbnb and includes a message with the cancellation (a "sorry we can't make it now" note, apologies, etc.). Rezzy processes the message before the cancellation event has fully attached to the booking, so it responds as if the booking were still active -- typically with cancellation instructions ("head into your Airbnb reservation and use the cancellation option there") and unprompted refund commentary ("the refund will be determined by the cancellation policy shown on your booking"). Makes us look uninformed about our own booking status and is confusing for the guest who literally just canceled.

This is what was happening with instant bookings before the hotfix shipped. Would love to see the same wait-for-event-to-attach pattern applied to cancellations.

Thanks for putting this feature request together! These ideas grow when more voices weigh in, so if you know other users who'd find this useful, send them the link and ask them to upvote.

Community feedback really helps us prioritize what to build next.

I have internal messages set up to trigger when blocked dates get changed. I'd like to include a link back to the block in question, just as I do in my message templates for when a booking dates are changed. However, the field codes available for templates related to blocks oddly do not include the link. Please add this in so the functionality is congruent between bookings and blocks. 

I've been trying to build directive logic that treats certain guests differently based on tags applied to their booking -- but it's clear from sandbox testing that Rezzy doesn't have visibility to booking tags at all.

The use case: We use a "BAD GUEST" tag to flag bookings of guests we are having issues with. When a tagged guest asks about extending their stay or requests late check-out, we'd want Rezzy to skip its normal quoting/approval logic and respond with a warm generic acknowledgment while routing the request to our team for review. Essentially a "pass off to a human" flag that overrides Rezzy's usual behavior in those categories.

I tested two approaches. First, a standalone override directive ("When the booking has the BAD GUEST tag applied, do NOT quote pricing, present offers, or confirm modifications. Respond generically and create an urgent task for team review."). Then when that didn't work, I built the same trigger directly into the Adjacent Night Upsell directive itself as an in-directive carve-out, placed right alongside the standard quoting logic. Same result both times: Rezzy quoted the extension normally, as if the tag wasn't there. The thinking log shows no evidence Rezzy considered or even saw the tag.

Would love to see Rezzy given access to booking tags so directives can reference them as conditions. Bad-guest handling is my primary need, but I can imagine plenty of other applications -- VIP guests, repeat guests, guests flagged for specific known issues, etc.

Guests often enter an incorrect number of guests/pets when first booking, or need to make changes. When that number changes, I needs it to automatically trigger the rental agreement to be resent. There is not currently a way to trigger the rental agreement to be sent again automatically when the number of guests or pets changes, so I'm manually resending the rental agreement often, usually at least 2-3 times per week. That's if I remember and am in a position to resend it.

Would love to see Yale locks integrate with OR. Thanks

This will be essential for reporting, especially since I can already connect to PriceLabs via Claude. 

The first phase of the guest portal - or 'My Stay' - was to update the layout and forms that were used for the 'rental agreement process' and to include some of the security infrastructure to make sure user and guest access was safe. I'm not sure what order the next steps will take, but Add-ons and better options for ID capture are in there, among other things, to ultimately have a fully featured guest portal.  Stay tuned.

We ask for this years ago, but I certainly hope that is prioritized with the "My Stay" work being done now.. it's still costs us money everyday not having this available.

[This topic has been merged with another topic (Guest-Facing Notification for Security Deposit Re-Authorization (requested internally 11+ years ago, still not built)). All unique votes have also been merged.]

[Another topic was closed as a duplicate of this topic (Adding security deposit reauthorization event to the available trigger events)]

Feature Request: Security Deposit Reauthorization Trigger

It would be helpful to add a Security Deposit Reauthorization event to the available trigger events in OwnerRez.

This would allow us to automate a message to the guest whenever their security deposit hold is reauthorized. The message could explain that the reauthorization is simply refreshing the existing hold and does not mean an additional amount has been charged or held.

This would also give us the opportunity to proactively explain how the reauthorization may appear on the guest’s bank or credit card statement, helping avoid confusion or concerns about seeing another pending hold.

Ideally, the trigger would allow us to customize the guest message and send it automatically whenever a security deposit reauthorization occurs.

thank you i will pass the information on

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.