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OR / Vrbo integration - guest contact gone? How to deal with booking issue?

Jun 7, 2020 9:54 AM
Joined Jun, 2016 1125 posts

Before I was API integrated, I had all the guest contact info (as a PP). Now since the integration the contact info is gone. Which makes little sense - vrbo trusts me enough to collect and refund my own payments but not with guest contact?
recently 2 guests were having trouble booking on vrbo - it kept telling them that dates are unavailable when they started to go through booking process (obviously dates were available because they must have searched by available dates to find my listing). One eventually succeed after several tries, another kept asking and apparently contacted vrbo who in turn told them to contact me (ha! how can they - vrbo blocks anything that even resembles phone or email addr). After rounds and rounds of messaging I was able to direct her to the website where she happily booked. So I was wondering if lack of contact info is a glitch or a feature. Also troubling that at least 2 renters reported issue trying to book via vrbo and it tells the that "dates unavailable" even when dates are available and min stay limit is met ( I double and triple checked). How many more just abandoned booking process without telling me altogether? Anyone has similar experience?

Chris L
Jun 10, 2020 3:11 PM
Joined May, 2017 206 posts

After integrating, the guest's contact info disappeared from the Vrbo dashboard, but it always shows up in the OR booking "Overview" and "Info" tabs.

I'm not 100% sure whether this is transmitted by Vrbo or whether the guest enters it during the legal agreement signature process, but to date I have never noticed that info missing. (I think it does come from Vrbo because guests always receive the email asking them to sign the RA, which they do.)