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Request for Contact Info (real email address) and Signed Renter Agreement

When guests book using an OwnerRez Hosted Website, or your own website using OwnerRez widgets, they are taken through a checkout process that collects their email and requires them to sign your legal rental agreement.

When guests are booking on a major listing site like VRBO or AirBNB, of course, they aren't going to go through this process.  You have to do it another way.

Guest Data from Different Channels

  • If you are using an API connection to Airbnb, TripAdvisor, CanadaStays, or Booking.com - the API connection will not give you the guest's real email address.  They only give you a fake temporary proxy email address that goes through their server.  But it is able to handle real email, so the method discussed on this page will work: the trigger can automatically send out an email template inviting the guest into an OwnerRez process that will obtain their real email address and get an e-signature on your rental agreement.
  • If you are getting bookings from Airbnb/VRBO using an iCal calendar import and Channel Bridge: no email address is provided via iCal.  But when you run Channel Bridge, it will obtain and populate the proxy email address.  Channel Bridge offers a checkbox option to fire on-create triggers much like the API process above.  This method works here too.
  • If you are connecting to HomeAway/VRBO using the API, you are automatically given the real email address.  So the on-create trigger and email template can go out automatically to get the guest's e-signature on the rental agreement. Since we already have their real email address from the API, they don't need to provide it again, but they can update it in this process if need be.
  • FloridaRentals sends inquiries, not bookings, so the guest will reserve and finalize the booking via the normal direct booking flow and this method is not needed.
  • For both Airbnb and HA/VRBO, if you are using the API, you should specifically state in your House Rules that your guests are required to sign your rental agreement.  This is in the API settings.  If a guest refuses to sign, they are violating your House Rule, and you can cancel their booking without penalty.

Why This Trigger?

With Airbnb, TripAdvisor, CanadaStays, and Booking.com, the guest's email address is set as the proxy email address that provided by the channel.  The guest's real email address (gmail, yahoo, personal, etc) is not shown or available.

This is very frustrating for owners/PMs because you need to know your guest's real email address so that you can contact them directly and not have the channel strip out content or shut off communications later.  The only way to get the guest's real email address is to ask for it directly.

Sample Email Template

Create an email template in OwnerRez with the below subject and body:


Renter agreement for {PNAME}



Thanks for booking {PNAME}!

I have entered your {BSOURCE} booking into our main booking system.

Could you take a second to click on the following link? This will open a POC (point of contact) form and renter agreement that we ask all guests to sign before coming out to {PNAME}.

e-Signature form for Booking # {BID}

If you could take care of this ASAP, that will complete your booking for {PNAME}.

Talk to you soon and thanks for booking!


Create Trigger 

Now you need to create a trigger to send this email to the guest after you get a booking that needs it. You can do this under Settings > Triggers by creating an Event Based trigger.  Use these settings, and select the Email Template you created in the previous step:

Make sure to also select the appropriate channels:


Channel Bridge

If you are using API connections, this email will be automatically sent when needed.

If you are using Channel Bridge, don't forget to check the "Send Create Triggers" checkbox:

Note on Cancellation Policies

The sample email template has a sentence telling your guests not to worry about your cancellation policy stated in the rental agreement, because the cancellation policy that applies to them will be whatever is stated in the channel.

This is true, only if the channel is collecting their payments.  So it is always true with Airbnb, may be true with Booking.com, is never true with HA/VRBO API, and is always true with HA/VRBO non-API.

Depending on what channels and settings you are using, you may want to use two different versions of this message, one with and one without this sentence.  Make sure to configure the right message for each channel using the Booking Relationship filter as described above.

If your cancellation policies are significantly different from the options available in your listing site, and your configuration is one where you will be enforcing them yourself, make sure that your rules are included in your property description and visible on the listing site in question.  That, combined with the signed rental agreement, should make them enforceable if there is any dispute.