Experience the difference of "Elite".

Getting Started

Core Concepts

Overview

Bookings

Bookings & Quotes

Damage Protection

Data Management

Door Locks

Dynamic Pricing Integrations

Email Template Library

Guests

Hosted Websites

Listing Site Integration

Messaging

My Account

Other Integrations

OwnerRez API

Payment Processing

Privacy & Security

Properties

Property Management

Property Sharing

QuickBooks Integration

Quotes

Rates

Renter Agreements

Reporting

Reviews

Rules

Security Deposits

Suppressed Email Addresses

Taxes

Technical Stuff

Travel Insurance

Verified Email Domains

Widgets

WordPress Plugin

Channel Management

Payment Processing

Testing

Change Log

2022

2021

2020

2019

API Integrations - Airbnb Common Issues & Questions

Our Channel Management feature is extremely powerful and can greatly simplify your channel advertising. Learn how it works by reading our Channel Management overview article.  The most powerful part of our Channel Management is the API Integrations we have with certain channel partners like Airbnb.

This article provides a list of common questions and answers for the Airbnb API integration that are not covered elsewhere.  This article assumes you have already connected the Airbnb API to OwnerRez.  If not, do that first.

Questions are added to this page if they are miscellaneous in nature and we have not already answered them in other Airbnb support articles.  Please read the Airbnb overview, connecting and rules & settings support articles for Airbnb before coming to this page as those articles cover the normal workflow.

Adding a new listing to Airbnb after the API is connected

Adding a new listing to Airbnb is done entirely from the OwnerRez side.

  1. If you haven't already, first create the new property in OwnerRez.
  2. Open the Airbnb API dashboard under Settings >  API Integration > click Airbnb.
  3. Click the Change Property Mappings button, and select "Connect Properties".
  4. Next to the new property, click on the drop-down and select "Create New Listing" and select the sync type to the right.  You probably want the "Everything" option.  Then click Save at the bottom.
  5. When the page saves, OwnerRez will create a new listing on the Airbnb side and it map it back to your OwnerRez property.
  6. Go have a coffee while the new property uploads - it will take a few minutes, but not normally more than 15.
  7. Click the "Change Property Mappings" button and "Publish Listings", then select your property's checkbox and save.  This will make it live on Airbnb's site.

For more information about property mappings, read the "Mapping properties" section on the Setup and Connecting support document.  Make sure to fill out the property content, rates and rules in OwnerRez on your new property so that the new listing on Airbnb is fully fleshed out.  As you fill in property content, OwnerRez will push over that data to Airbnb in real time.

Changing content on the Airbnb side

Once you go API, Airbnb disables (ie. "grays out") the fields on their control panel and you can no longer modify most settings on their side.  This is true for all property content, rates, rules and availability.  OwnerRez becomes the master record for all information so the channel turns off the ability for you to edit that directly and only communicates with OwnerRez for changes.  If you don't know how to set something on the OwnerRez side, please read our rules & settings article or ask us.

There are a few select settings that still can be changed on the Airbnb side because they are not available to be set in OwnerRez.  Also, for some content in Airbnb, such as their step-by-step instructions for check-in, things get stuck in limbo when the API is turned on and the feed from OwnerRez doesn't update properly within Airbnb.

If you have old info in a field that can't be changed in either OwnerRez or Airbnb, and wish to update or delete it after an API integration:

  1. Go to Settings > API Integrations > click on the appropriate Airbnb API channel.
  2. Click the Change Property Mappings dropdown button, and select  Change Sync Mode.
  3. For the desired property, on the far right, click the dropdown and choose Limited.  Then, scroll down and click Save.
  4. That change will unlock the descriptions, etc. for editing on the Airbnb side. Go into your Airbnb account and modify as needed.
  5. Once you're done, go back into OwnerRez Follow the first three steps above, and put the sync back to Everything mode.

Known elements that need to be changed this way:

  • Check-in instructions
  • Airbnb custom URL
  • Snorkeling

How long do availability/rate updates take to show up on Airbnb?

Once your account is live, we will push updates in about 20 minutes after you finish making changes in OwnerRez. Additionally, availability is checked instantly just before booking so there is no risk of a double booking against the information in OwnerRez.

If you have made a change and want to trigger an immediate sync, go to the Airbnb channel in OwnerRez and use Actions > Trigger Full Sync. That will queue the update for the next push which will go through within a minute or two.

Can I take credit cards payments myself like other APIs allow?

No.  Airbnb does not allow this and will still be the merchant of record for all payments even after you go API.  We discuss this in more detail on the overview article and functional comparisons article.

Collecting and remitting taxes

Airbnb has several different possible tax collection modes -- some where they remit all taxes, some where you remit all taxes, and some that are a hybrid where they remit some taxes and you remit some taxes. We've broken the details out to a separate Airbnb Taxes article -- read that and make sure you've got the taxes set up accordingly in OwnerRez.

⚡ WARNING:

DO NOT enable the custom taxes option directly in Airbnb!  If you do it in Airbnb, the setting will be overwritten next time OwnerRez syncs.

How do resolution requests work?

The API integration does not support resolution requests.  This is a limitation of the API - Airbnb does not have a way of pushing the content to OwnerRez.  They are working on supporting this and we anticipate adding this in the future.

However, you can still create resolution requests on Airbnb and the same process will continue to work.  The resolution simply will not push into OwnerRez automatically.  Instead, use our Channel Bridge tool to find and download payments from Airbnb and import them into OwnerRez.  Channel Bridge will continue to work even after you go API.

When you channel bridge, the payment will be imported in the Transactions tab and a generic charge will be added as well on the Charges tab. If you want to use a specific surcharge type, go to the Charges tab of the booking, hit "change charges" and "convert to manual charges". This will keep Channel Bridge from doing any further updates to the charges for that booking. Then you can set the specific information you want for that adjustment.

There are no payments showing on new bookings

One thing you will notice is that payments (or payouts) do not show on bookings in OwnerRez.  This is a limitation of the Airbnb API - they do not push payouts to our system.  Airbnb is working on adding this and we anticipate supporting this in the future.  To be clear, the booking charges are created automatically but the booking will show that the guest owes the entire amount since no payments were recorded, and that will not change automatically.

To get around this problem, use our Channel Bridge tool to find and download payments from Airbnb and import them into OwnerRez.  Channel Bridge will continue to work even after you go API.

Changing booking dates

You cannot change the booking dates (ie. arrival, departure) in OwnerRez.  Even after going API, the dates must be changed from the Airbnb side in the same way you did it before going API.

Find the booking in Airbnb and click the option to make changes or alterations.  Click the "Change Reservation" option.

After the alteration page loads, change the dates first and then set the new price (if the price needs to also change).  The price may automatically change after you change the dates, so make sure to change the dates first before fixing the price.

Once you have the new dates and price entered, click Continue and Airbnb will send a request to the guest to confirm on their side.  The guest has to approve it in order for the booking to actually change.  Once the guest approves it, the change will push into OwnerRez automatically.

Per Vrbo policy, bookings that are longer than 28 days and arrive more than 30 days in the future can be changed by the guest without your approval.

Is it necessary to run Channel Bridge with the API?

When you connect the Airbnb API, it will automatically pull over information on all your bookings past, present, and future.  You do not need to run Channel Bridge to pre-populate your old bookings into OwnerRez.  Also, the API automatically brings in all reviews past, present, and future with no further action required on your part.

However, you still need to run Channel Bridge occasionally, because payment data is not pushed to OwnerRez by Airbnb via the API (it's just not a supported feature).  The charges are automatically brought into OwnerRez, but payments are not.

If you leave the API bookings in their default state, they will all show that the guest has an open balance because no payments were recorded.  Running Channel Bridge will find the payouts in Airbnb and bring them over into OwnerRez so your accounting reports will be correct.

How do I do discounts and have them available in Airbnb?

To create discounts in OwnerRez, go to Surcharges & Discounts, create one, and use the Discount type, applied automatically. Then use the Booking Fields under criteria to specify where it should apply.

Note that Airbnb does not necessarily interpret the discounts exactly as you design them, because of limitations in their rate engine.  Your discounts as programmed into OwnerRez are mapped to Airbnb in the following ways:

  1. Weekly/monthly discounts will show in the week/month discounts settings on Airbnb if they are exactly 7 or 28 nights and have no date criteria. Otherwise (if they have date criteria or target a different length of time) they will be set as rules on the calendar.
  2. All other discounts - like last minute or early bird discounts - will be applied directly to the nightly rates.
  3. Airbnb only supports percentage-based per-stay discounts. Flat amount discounts must be per night.  It is not possible to do a $100-off-your-stay discount, you'd have to do it as $20-off-each-night.

How do I do weekly/monthly rates and have them available in Airbnb?

Generally, Airbnb doesn't support weekly/monthly type rates. Instead they support length-of-stay discounts.

If you do not have weekly or monthly rates, just use LOS discounts and leave it at that, they'll work in Airbnb and in your direct bookings.

If you already have weekly and/or monthly rates and are configuring the Airbnb API, you have two recommended approaches:

  1. Make the length-of-stay discounts only apply to Airbnb, by setting the Listing Site criteria on the discount to "only Airbnb". That way direct bookings will remain using the weekly/monthly rates you have set in your Seasonal Rates, and Airbnb will use the LOS discount.
  2. Use length-of-stay discounts everywhere, and remove all weekly and monthly rates from your Seasonal Rates.

⚡ WARNING:

Make sure you don't have both weekly/monthly rates and LOS discounts applying to direct bookings!  If you do, both discounts will be applied - they will stack, and your direct-booking guests will get a super double discount.  They'll be happy but you, not so much.

How do I do surcharges that are available in Airbnb?

Airbnb supports special fees that can be configured in OwnerRez and will be calculated per stay. To trigger these fees, you can use one of the following keywords in your OwnerRez surcharge description:

  • Cleaning
  • Resort
  • Community
  • Management
  • Linen
  • Pet (additionally must select Pet as the multiplier, even though no actual multiplication is performed)

These fees are handled specially by Airbnb, and operate with the following restrictions:

  • The above surcharges can only be per stay (not per night).
  • Everything but Cleaning and Linen can be either percent or amount. Linen can only be amount.
  • There can only be one matching fee per category -- any category with multiple surcharges will only get a single one, and any surcharge fee without a matching keyword will be ignored.
  • Criteria will not be honored.  For instance, you can't create a surcharge to be applied only to bookings longer than a certain number of days, or with more than a certain number of guests.

On the guest display when a guest is looking for the quote, Airbnb will roll together all of these fees into the rate -- they do not show an itemized breakdown. So the rate as displayed to the guest will show the total of the following from OwnerRez:

  • Nightly rate
  • Channel rate adjuster
  • Per night surcharges
  • Matching per stay surcharges (except Linen), divided by number of nights and added to the nightly rate
  • Linen fee, added to the cleaning fee

Airbnb includes the fees as follows:

Fee name Guest display (where each fee is mapped)
Cleaning fee Cleaning fee
Resort fee Nightly price
Community fee Nightly price
Management fee   Nightly price
Linen fee Cleaning fee
Pet fee Nightly price

OwnerRez surcharges can be set to apply to specific seasons - but, Airbnb doesn't honor that.  You also cannot have multiple surcharges with the same name, you only get one per property per fee name.

Per-additional-guest surcharges are also supported by Airbnb, and don't have to have a special name.  Note that they only work for "guests", because Airbnb doesn't distinguish between Adults and Children.  Also, they are valid only per-night, not per-stay.  These are added directly to the nightly rate pushed.

Can I have same-day bookings, but not too last-minute?

Unlike most channels, Airbnb supports same-day bookings.  You don't have to accept them - you can prohibit them by setting your Property Rules to require 1 day minimum in advance.

But if you do want really last-minute bookings, Airbnb lets you set a time cutoff so you at least have a little warning - say, noon.  You set this time in the Airbnb API configuration settings:

Don't forget that this setting can also be overridden on a per-property level, under Properties > pick a property > Channel Rules:


"Use Channel Setting" means what it sounds like - whatever is set in the main Edit Airbnb Channel screen will be used.  But it can be overridden to a specific different time for an individual property.

I have two separate Airbnb accounts, can I connect to both of them?

Yes, our API connection supports multiple Airbnb accounts!  Simply create two separate Airbnb API connections, one for each account.

  1. Make the connection to your first Airbnb account in the usual way, and map the properties that are in that account.  Do not map any properties that are in a different Airbnb account.
  2. In a different tab in the same browser, open Airbnb.  Log out of all Airbnb accounts.  Then, log in to the second Airbnb account, that is not currently connected to your OwnerRez account via API.
  3. Switch back to the browser tab with OwnerRez in it.  Go to Settings > API Integrations > Connect a Channel button > Connect another Airbnb button.
  4. You will be brought through the same Airbnb connection authentication, but this time, a second Airbnb API connection to the other account will be created.
  5. In this second account, map the properties that are in that account.  The properties that are mapped to the first account will be marked accordingly, and will not be available - one OwnerRez property cannot be mapped on more than one Airbnb API connection.

Both (or more) of these Airbnb API connections will display all your properties.  But some properties will display a message that they are associated with a different account, as appropriate.  They won't overlap or get mixed up.

How do I get my pet fees into Airbnb?

You can configure a pet fees that apply to Airbnb just like any other channel, with one important caveat: Airbnb only supports per-stay pet fees! Per-night pet fees will be ignored and excluded from your Airbnb listing.  Also, Airbnb only charges one fee regardless of how many pets are coming -- so you may want to note any limitations or additional fees for additional pets in your house rules.  Last, Airbnb requires your pet fee to be no higher than your lowest nightly rate - so at most, you can charge the cost of one additional night as a pet fee.

The OwnerRez setting of "no pets" or "pets allowed" is also transmitted to Airbnb via the API.  Note that the setting is in two places -- the Suitability Pets option on the Amenities tab of the property, and the Pets Max of 0 (or otherwise) on the Rules of the property. Both of these are needed in order to make pets allowed, and when they are, that status will automatically update to Airbnb.

Please note that the pet fee is not enumerated separately like cleaning or service fees. The pet fee is added to the nightly rate like linen, resort, and other types of fees. If you're looking to double-check that your pet fee is working, first select some nights without any pets and record what the nightly rate is. Then select a pet and compare the new nightly rate. You should see the price per night increase exactly by the amount of your pet fee.

Can I display a message to guests before they book on Airbnb?

Yes!  It's called an "IB Message".  You can set it in your Airbnb API connection settings.  

Note that only plaintext is allowed (no HTML) and only 300 characters.  This message will only be displayed if you have activated Instant Bookings on Airbnb.

I want to use Super Strict cancellation and I'm getting an error.

Like this?

Airbnb only allows you to use their Super Strict cancellation policy if you have identified and verified your business account with them (BAVI), so they know you're real and aren't a scammer.  This must be done by Airbnb.

You can usually do this through your Airbnb dashboard, or by calling Airbnb support, but, they intended this option to be available for "professional hosts" only, and they tend to define this as having at least 6 property listings.  It never hurts to ask them to turn it on for you anyway, but don't be surprised if they don't if you have fewer properties.

If they won't... sorry, you can't use Super Strict.  :-(  You'll have to settle for one of the other cancellation options.

I am a cohost on an Airbnb account, can I connect to it using the API?

No and yes.

It is not possible to connect to an Airbnb account using cohost login credentials.

However, if you are a cohost, presumably you are on good terms with the actual owner of the Airbnb account.  If they'll share their actual main credentials with you, you can use them to set up the API connection in OwnerRez using the main account, and it'll work thereafter.

When I try to connect, there is an error saying that I can only have one property management software connected to Airbnb.

This happens when you were previously using a different property management software, such as LiveRez.  It is not possible to be connected to more than one such PMS at a time - so if you are now going to be using OwnerRez, make sure you've canceled your service with the old one so you aren't paying for both!

Having done that, here's how to disconnect the old one so you can connect Airbnb to OwnerRez.

  1. Go to Airbnb, in the account section
  2. Click on the "Privacy & sharing" section.

  3. If it shows a "Data Use" tab, make sure to click over to the "Sharing" tab:
  4. Is there a connected app for LiveRez there? Or anything else? If so, hit the "Remove access" link and remove the app.

  5. You should now be able to connect the Airbnb API in OwnerRez without errors.

I want to use the API, but I don't want to do Book Now / Instant Booking.

You can do this, with certain requirements - here's how.

However, you may not need to.  Airbnb offers you several choices as to exactly who is allowed to Book Now in the OwnerRez API - Settings > API Integrations > Airbnb entry > Change button > look for the Instant Booking selection:

Carefully read that third option.  How many unsuitable parties will still qualify if they

  • Have verified government ID
  • Have traveled on Airbnb before
  • Have been recommended by other hosts
  • Have no negative reviews

Probably not many.  So even for highly selective owners, it is almost always possible and safe to use the Airbnb API.  Just use the most restrictive setting as described above - everybody else will still have to Request To Book.  :-)

To select this option, go to Settings > API Integrations > select your Airbnb API channel > Change button > look for the Instant Booking dropdown selector, and select the desired option > Save.

I have an age limit field or max adults/children set in my Property Rules, but Airbnb isn't displaying it.

That's right - they don't. Airbnb doesn't support an age limit field like OwnerRez, Vrbo and some others. They also don't have a separate rule for adults and children -- just one total max guests rule.

OwnerRez does allow you to specify which OwnerRez value to push for the Airbnb max guests rule -- you can either push max guests (the default) or max adults to Airbnb. To control that option, change the Max Guests Rule in the Airbnb channel settings in OwnerRez.

The only way to get more specific than that is to add a sentence to your House Rules about the detailed rules you have. Go to Settings > API Integrations, click on the Airbnb channel, and change the settings.

Airbnb won't automatically enforce this policy, but it will be displayed to your guests, and if you have problems or need to cancel a booking because it does not comply, Airbnb may honor it then - though depending on what it is, you may fall foul of Airbnb's nondiscrimination policies.

If you have different requirements for different properties (or other differing rules), you can set them separately for each property.  Go to Properties > Pick a property > Channel Rules, in the left side menu.  Select "Override Global Rules".  Then enter the rules you want for that specific property.

Can I make a "special offer" for a prospective guest?

Yes!  You can issue "special offers" for an Airbnb guest from the Airbnb control panel.

This will also result in a Quote for the offer in OwnerRez.  If you modify this quote in OwnerRez, the changes will be pushed back into Airbnb via the API, until the guest accepts the Quote and a Booking is created.

I need to temporarily hide/deactivate my listing on Airbnb.

You can do this under Settings > API Integrations > click the Airbnb entry > Change Property Mappings > Unpublish Listings. You'll get a list of active listings; click the checkbox to unpublish the ones you want to turn off, and Save your changes.

Note that this is not deactivating the API connection.  This is deactivating the actual listing, so your property listing will now not appear in Airbnb searches by guests.

Why is Airbnb creating blocks on my calendar?

Like any online purchasing process, it takes time for a guest to complete a booking online.  When a guest begins the process, they know what dates and property they want.  Airbnb checks with OwnerRez to make sure they are available.

It may take a few minutes for the guest to complete the whole process, though. We want to make sure the requested dates are still available when the reservation is finalized, so we block off those dates to hold the calendar open until the guest is finished and the booking is made.

Normally, these blocks will not be visible for very long - they'll quickly turn into a real booking.  Occasionally, however, a block may remain active for a few hours - such as, if there are issues with the guest's credit card.  The guest is given an opportunity to provide a different payment method, and in the meantime, their dates are held available for them.

Note that this only occurs while an actual booking is in progress.  Airbnb also offers guests the ability to make a "request", and blocks the dates for 24 hours.  OwnerRez does not honor these requests or block your calendar for them.  Don't worry about double bookings though - Airbnb does a final check before confirming a completed booking when a "request" is accepted, and if the dates have already been booked, it'll notify the guest and not allow the booking process to be completed.

How do I get historical data for my past Airbnb bookings into OwnerRez?

Sometimes, the Airbnb API is very generous that way - as soon as you have connected a property via the API, almost all historical booking information for that property is automatically brought into OwnerRez.  Only two important data aren't:

  • The guests' real email addresses - and there's no way to get those, either, because the Airbnb proxy email addresses that are provided stop working after the guest departs.  You do get their name, mailing address and phone number though.
  • Records of the guests' payments, since the Airbnb API doesn't support this.  So all your OwnerRez reports will show none of your Airbnb guests as having paid.  This can be fixed using Channel Bridge, which is able to get payment records and import them into OwnerRez.

No double-bookings or collisions will occur - OwnerRez will automatically merge new information into existing bookings if they match, or skip entries that don't.

And other times, the API will bring in nothing about past bookings at all.  Airbnb seems to be starting to consider this a security risk.  In this case, you'll have to use Channel Bridge to collect all your historical data.  But, you have to do that anyway to bring in past payment records, so it's no real difference.

💡 Note that connecting the API does not bring in any information about blocks you may have created in Airbnb - just bookings.  The blocks will not be imported for you.  If you haven't already put them into OwnerRez, they'll be deleted from Airbnb.

Why is Airbnb showing a "base rate", and how can I change it?

The base rate is a number OwnerRez has to supply - it's required by the API integration - but it's not really used, since a nightly rate is pushed for every night of the year.  But to satisfy the requirements of the API, we set the base rate to the highest rate of your year to be safe.  That way, if for some reason the nightly rates fail, the base rate will not give out too low of a rate.

This rate will also include any rate increase that you have set for the Airbnb channel specifically in your API settings.

To be clear, it is not normally visible to guests or used for quotes.

Why is Airbnb ignoring my "min nights" settings, and letting guests request to book shorter stays than I allow?

Airbnb isn't ignoring your rules, exactly - it honors them, in the sense that it won't allow guests to make Instant Bookings that violate them.

However, it still allows guests to Request to Book stays that violate your rules.  You can decline these requests without penalty.

It is not possible to prevent receiving these requests.

I have a 'Plus' or 'Luxe' property - how do I maintain Plus or Luxe listings on Airbnb?

Congratulations on getting Plus or Luxe rated on Airbnb!  That's a great benefit to attract more guests.

Unfortunately, there is no way to control or manage the content side (photos, descriptions) of Plus and Luxe listings via API. This is a limitation on the part of Airbnb, not OwnerRez.  Once an Airbnb listing is flagged as Plus or Luxe, the Airbnb API will not override it with content changes from a PMS system (like OwnerRez).

Because of this, you should use the 'limited' connection type for Plus or Luxe properties in OwnerRez, which will update rates and availability, but nothing else.

I have several properties, and I want one of them to have different rules / rate adjustment / cancellation policy / lead time settings.

You can do this! First, make sure that you have these settings configured in the Airbnb API Channel settings for your regular defaults.

Then, for the property that needs to be different, go to Properties > pick the property > Channel Rules, in the left menu > Change button.  You will see a list of options for the APIs that property is connected to.  By default they are all set to "Use Global Rules", which means whatever is set in the main API channel settings.

But, you can override them for each property individually in this screen.  Make your changes and save, and they'll be transmitted to Airbnb via the API connection.

Rate adjustment: This one doesn't have an override under Channel Rules.  Instead, create a Surcharge, and use the Criteria to set it to be used for the specific property and channel you want different.  Don't forget that the surcharge will be added to any Rate Adjustment already in place on the channel - so if you regular Airbnb API rate adjustment is 10%, and you have one property that you want to be 15%, create a Surcharge for that property, Airbnb channel only, for 5%.

My property exceeds Airbnb's max nightly rate of $10,000/night.

Our API connection has a max nightly rate too, but a much higher one - $25,000 per night. If this is insufficient, please reach out to the Helpdesk for assistance.

BTW, the minimum nightly rate allowed on Airbnb is $10.

Why do large cleaning fees require a minimum nightly price?

This is a hard restriction from Airbnb. The cleaning fee can be no more than $600.00 + 25% of the min nightly rate. If your min rate is low and your cleaning fee is high, you can run into an error message such as this:

Based on your cleaning fee of $900, the minimum nightly price you can charge is $1,200.

This means that you either need to decrease your cleaning fee or increase your nightly rate

There are 3 ways to solve this issue:

A) increase your rates
B) decrease your cleaning fee
C) add another fee -- for example, set your cleaning fee lower and add a management fee for the difference. Look at the How do I do surcharges that are available in Airbnb? section above for more information on adding additional fees.

How do I change my WiFi password on my Airbnb listing?

The API connection now supports this, so you can set your WiFi password in OwnerRez and it will automatically be pushed to Airbnb via your API connection.

This is done in the Guest Instructions area of Properties.  Go to the main Properties screen, select the desired property, then select Guest Instructions from the menu at the left.  Click the Change button at the top to enter in information, including the WiFi password.  You can also enter your WiFi network name here.

What is Simplified Pricing and the 14% fee?

Historically, Airbnb has had a single fee structure for all hosts, in which a service fee is charged to both the host (3%) and the guest (under 14.2% in most cases). In December, 2020, they launched a new fee option for software-connected hosts to remove the guest service fee and charge hosts a 14% fee. This fee structure is known as Simplified Pricing. This pricing is for all software-connected hosts on Airbnb globally (the switch currently excludes US, Canada, Mexico, Uruguay, The Bahamas, Argentina and Taiwan). Beginning with reservations made on/after 12/7/2020, Airbnb will deduct a flat 14% host service fee from each payout and won’t charge a guest service fee.

If you wish to convert over, go into your Airbnb account in the "Payments & payouts" section and switch the service fee tab to "include all Airbnb service fees in your price". Here's a direct link:  https://www.airbnb.com/account-settings/payments/api-host-service-fee

If you have chosen this option in Airbnb, you should also select the Professional Hospitality Business = Yes option in your Airbnb API settings screen in OwnerRez.

Airbnb offers a 20% off discount for the first 3 bookings on a new listing. How do I turn that on?

You can't activate that discount from OwnerRez.

If you are setting up a new listing in Airbnb, there's a point in the creation process where you have a checkbox option to have (or not have) that discount:

If you are pushing the new listing up to Airbnb from OwnerRez via the API connection as we recommend, you won't see this screen.  In that case, you can activate the discount from this page on Airbnb.

If you've activated the discount either way and decided you don't want it anymore, you can remove promotions from your calendar in the Airbnb control panel.

I want to move my guest - that is, change the guest from one property to another, or change the dates.

The underlying problem here is that Airbnb has tight rules surrounding making changes to existing bookings, and so we (OwnerRez) don't want to get you into trouble where your guest is going to the wrong place or you're penalized by Airbnb.

Airbnb has an "alteration request" page you should use on the booking, to ask the guest to approve moving properties. Once the guest has approved and confirmed this request, Airbnb will perform the move in their system.

The moved or changed booking will automatically have the changes transmitted to OwnerRez via the API, which will update to booking display in OwnerRez.  However, there's no telling exactly when this will happen - the guest may or may not be in a hurry to approve the change, and once they do, it may take Airbnb a bit to actually perform the change in their system and send it to OwnerRez.

If you're trying to force the guest to change properties against their will, there's no way to do that without starting something pretty messy that is not recommended - it is possible to "unhook the calendar" on the Booking > Channel tab in OwnerRez, but then you'd be on your own when it came to updating any changes from Airbnb for the booking.  And you might get into a nasty dispute with the guest and Airbnb security.

I'm using real OwnerRez security deposit holds with Airbnb, and guests are complaining about offline payments.

This is a new capability that most Airbnb guests, and even many Tier 1 Airbnb support staff, are not familiar with.

If you have configured your offline security deposits in accordance with our instructions, you are in full compliance with Airbnb requirements, and you can enforce the requirement on your guests as it is properly stated in your configuration and rules and displayed to them before they book.  Here's where it shows up:

If you encounter an Airbnb support member who disagrees, sides with the guest, and tells you this is not allowed, here's what you can do:

1. Refer them to this Airbnb article.  Note that, as described in the article, you are a "software-connected host" (that's OwnerRez), which specifically allows you to directly collect a "security deposit / refundable deposit" as long as it is "detailed in the listing description and included in the price breakdown before guests book" - which it is, if you've followed our instructions.

2. Tell them to check their internal system for your account and take note of the “Collects offline fees” flag on your account.  If you've correctly followed our instructions, that will be set (you can't see it, but Airbnb support can).  As its name implies, that gives you authorization to, well, collect offline fees - like your security deposit.  :-)  If they say that flag is not set on your account, let us know - we have contacts at Airbnb that can get that fixed.

3. If this doesn't persuade the Airbnb support member that you are in the right, please forward their entire message to the OwnerRez Helpdesk. This will include their name and other identifying information.  We'll pass it on to our Airbnb contacts, who can reach out to them and educate them on the new program to clear up the confusion.

I have a long-term booking, and it's ignoring my cancellation policy selection!

True - that's Airbnb's policy.

If you have an Airbnb booking that is longer than 28 days, no matter what cancellation policy you have selected in your Airbnb API settings or control panel, the actual cancellation policy for the booking will be:

  • Reservations are fully refundable for 48 hours after the booking is confirmed, as long as the cancellation occurs at least 28 days before check-in (3:00 PM in the destination’s local time if not specified)
  • More than 48 hours after booking, guests can cancel before check-in and get a full refund, minus the first 30 days and the service fee

My booking has a weird little "special offer adjustment" in the charges, what's that?

Because of the way Airbnb rolls surcharges into rates rather than separating them out, their rounding practices, and the sometimes unpredictable order in which they calculate taxes, sometimes the charges as Airbnb views them won't be exactly what OwnerRez thinks they should be.  When this happens, OwnerRez automatically enters an adjustment charge like this, to make the totals come out correctly:

In most cases, they can be ignored, unless you see one that's large enough to actually care about. If you do see a large adjustment, check your per stay fees to make sure they are all either supported by Airbnb or excluded by the surcharge criteria.

I want to create one of those cool strike-through discounts in Airbnb!

The only way to do this in OwnerRez is by using a Length-of-Stay discount.  If you want to have a special discount for specific dates that generates the strike-through display in Airbnb, you'll have to configure it directly in Airbnb - their API connection doesn't support doing that from OwnerRez.

I've heard of various tricks that can boost your listing on Airbnb, does OwnerRez do any of those?

At one time, it was possible to "goose" your listing ranking on Airbnb by using various tricks, like automatically making minor changes to the listing description or calendar to fool their algorithm into thinking you updated something.

OwnerRez doesn't do anything like this - because Airbnb got wise to them, and they don't work anymore, so there's no point.

I configured my property rooms in OwnerRez, but they aren't showing up on Airbnb.

Did you select "Common Areas" as the room type?  Airbnb doesn't display those in the usual room tiles at the top of your listing.  You'll need to select an actual room type instead.

I had automatic messages scheduled in my Airbnb account, but I don't see those in OwnerRez - what happened to them?

They're still where they were, configured in your Airbnb account. While our API connection is integrated with the Airbnb internal messaging system, so you can send and receive messages that way using OwnerRez, we don't connect to your scheduled messages in Airbnb.

Generally, it's best to just turn them off and instead use the OwnerRez message template and triggers so that you're not confused by messages sending from multiple systems. You have to go to Airbnb to disable the scheduled messages -- it doesn't happen automatically. So if you had scheduled Airbnb messages before you connected the API, and haven't turned them off - they're still there, and will keep working the same as before.

An Airbnb guest with no ID booked my property, but that booking didn't appear in OwnerRez.

If you require Airbnb guests to have an ID on file with Airbnb, and someone who doesn't tries to book your property, Airbnb will tell them they've booked and give them 24 hours to provide their ID.

But, this isn't really true - Airbnb hasn't actually created a booking and sent it to OwnerRez.  This only takes place after the guest has provided their ID as required.

So, in theory someone else could book the property from a source other than Airbnb.  Then, when the Airbnb guest does provide their ID to Airbnb, the dates won't be available anymore.

This won't create a double-booking though - Airbnb performs a last-minute check at this point, and will notify the guest that their booking is no longer available.  You won't be involved in that.

How does shared listing access via Airbnb Co-Hosting or Teams work?

Airbnb has two different ways to share listing access with other Airbnb users -- Co-Hosting and Teams. Co-Hosting was the original model which has a offers a specific and limited set of permissions, while Teams has a much more granular set of permissions.

From an API and OwnerRez integration perspective, the difference between listings shared via Co-Hosting vs. listings shared via Teams is that you can't API connect OwnerRez to listings shared with you via Co-Hosting while you can API connect OwnerRez to listings shared via Teams as long as you are the owner of the team.

For listings shared with you via Co-Hosting, the only way to API connect OwnerRez to those listings is get the listing's owner Airbnb login and connect that account to Airbnb (rather than just your Airbnb account that you co-host through). The main account must be API connected to OwnerRez to manage listings and reservations. You can still message via a Co-Host account, and if you have some listings of your own and some co-hosted listings you can connect your account and API connected to OwnerRez to manage listings that you own, but you won't be able to API connect the Co-Hosted listings.

For listings shared with you via Teams, make sure you are attempting to connect the Airbnb account that originally created the team. Airbnb does not support API connecting any other account that's a team member -- even if they've been granted the Listing Management and Guest Management permissions. Airbnb only supports API connecting to the team owner account.

You can start a new Team owner account by following these instructions:

  1. Create a new Airbnb account
  2. With that new Airbnb account, create a new team
  3. Connect the new Airbnb account to OwnerRez via API
  4. Share listings from other accounts with the team
  5. Now you will be able to map those listings in OwnerRez via API

One thing to note is that Co-Hosting and Teams are mutually exclusive -- you can't be both a Co-Host and a Team member. If you try to be both, Airbnb will throw up a warning message when you try to accept an invite such as "you are already part of a team". If you're a Co-Host now and want to switch to teams, first remove yourself as a Co-Host from the listings you currently Co-Host. If you're now a Team member and want to switch to Co-Hosting, first leave the Team. Once you've disconnected your Airbnb account from one method of sharing, then you'll be able to accept invites from the other style.

Error connecting property - Please move the pin closer to your address to continue.

Airbnb has recently started attempting to verify your property address against various sources.  If they think your address as stated in OwnerRez is not near the lat/lng you've set, they won't allow the listing.

Unfortunately, it's not clear what data source they are using, because it's often wrong, and in particular, isn't the same as Google Maps.

  1. Check in the OwnerRez Properties area, Location page, for the property.  Is, in fact, the pin displayed on the map in the proper place?  We've also seen situations where Google is wrong when it tries to determine the lat/lng from an address.  If the pin is in the wrong place, then, use other sources to determine the correct lat/lng coordinates for your property, and manually enter those into OwnerRez.
  2. If the pin location and address are correct in OwnerRez, contact Airbnb support.  Let them know the address and lat/lng, and they may be able to help - or maybe not, in which case try to push for a supervisor.
  3. If all else fails, you may have to first create the property (at least the bare minimum) directly in Airbnb, and then connect that listing to the OwnerRez property.  Airbnb does not update a property location based on OwnerRez data once it has been created.  So, if Airbnb is content with the location once, it won't get confused later.