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I cannot speak to that, except to say that attempting to evade Vrbo's commissions by inducing guests to find and book directly has been against their TOS for as long as they've been charging commissions, which is many years now.  So it's nothing at all new. by Ken T (/forums/users/347381996) – Apr 14, 2024 2:54 AM (UTC)

Hi Ken, 

One picture is a QR link to a store where guests can enhance...

How do you send a request for a payment invoice through OwnerRez after a channel booking.  In particular, this one was Vrbo, the guest broke many items.   Please don't tell me about OwnerRez's insurance options.    How do I invoice a guest beyond the channel booking fees?  With Vrbo we are the merchant of record.  It seems that we should bill from OwnerRez and not from the channel.

I thou...

Being able to assign certain messages to specific team members (and Ideally "Groups" of team members as well) would allow Property Managers with a team in place the ability to scale within OwnerRez.

This allows specific issues to be sent to the team member who can truly solve that issue or answer that question.  This also allows guest support to be grouped so that a PM in one market is included...

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. by Amy M (/forums/users/347452670) – Apr 7, 2025 6:54 PM (UTC)

While we do not currently offer this, you should check if it's been suggested alr...

Yes, that's correct, it is not, for several reasons.

1. Its purpose is to complete missing information for a booking, such as, not just the guest's contact information, but potentially their credit card, offering travel insurance, etc.  These aren't appropriate at the inquiry phase.

2. For direct-book inquiries, contact information is gathered when the inquiry is made, so we already have it...

That's what I've been doing too, but it's excruciating because some randomly do get sent and some others don't and now I have to be figuring things out.

25+ triggers missed so far.

Sending emails, and sending messages via the Vrbo internal messaging system, are two completely different systems that do not connect.  They even have different capabilities, such that many common email functions like formatting text can't be sent via the channel messengers.

However, you can configure duplicate sets of templates in OwnerRez, so as to send common messages by both email and chann...

There are several different aspects to answering this question.

Strictly speaking, it is not possible to "send a request for a payment invoice through OwnerRez", in the sense of sending a guest an add-on quote to their booking for them to accept or reject.

However, for any booking where you are the merchant of record, you can freely change the Charges, adding whatever is needed.  And since...

the guest is seeing a note about paying a security deposit and then payment information after clicking the link in the "Sign the Rental Agreement" email, which is confusing because they have already paid via VRBO and the security deposit is covered there. by Andrew H (/forums/users/347443835) – Apr 4, 2024 11:37 PM (UTC)

Something is off here - Vrbo guests should not be being asked for a secu...

That's a bit more difficult, but it can be done using CSS.  Here's more information:

I would suggest attending one of our regular webinars:

While they cover more topics than just the API, our APIs are always included, you can take live questions, and generally the "main subject" of the webinar can be adjusted based on demand from those attending.

If that doesn't do it for you, you can write in to the Helpdesk and request an account revi...

The quality of the customer service responses from OwnerRez is outstanding. My question is usually thoroughly answered in the first reply.

Compare and contrast with just about every other organization out there, where you may get a quicker answer, but it's usually a canned response from the help files you've already gone through. For anything substantive, you have to play tiddlywinks with the p...

OwnerRez has limited support on the weekends, so, it is normal for tickets sent on Friday or late Thursday to be in queue until sometime Monday or Tuesday.

While we are looking into adding chat support, the real issue is a shortage of support representatives - which is why we are in the process of hiring more, though it will naturally take a bit to get them fully trained and up to speed.

Ou...

Also having the same issue. I think I've sent in a couple tickets and it's been a few weeks with no reply. Getting a response that it's being worked on would be great or even a place to log in and see your open tickets would be beneficial.

Any plans for that Ken?

OK - it's not between guests, same guest different property.

I thought the card would be tied to the guest's profile so if they book a different property it follows them.

But that is NOT the case, correct?