For those accounts connected via API to Vrbo, native in-app Vrbo messaging is available as a Public Beta! Corresponding with Vrbo guests directly in OwnerRez allows users to unify their guest messaging that much more. With OwnerRez's inbox, conversation view, system alerts, and channel templates/triggers you can automate more of your messaging to be delivered via the channel (or "on the platform").
If you already use Airbnb messaging in OwnerRez, you'll be quite comfortable with the addition of Vrbo messaging.
Wondering where your past conversation history is? Vrbo Messaging upon release worked on a go-forward basis starting June 7th, meaning that only bookings made after June 7th would have Vrbo messaging activated. We've worked to bring in previous conversations but it is a lengthy import process that is happening in the background over several weeks.
OwnerRez recommends keeping your email triggers in place for Vrbo bookings alongside any new Vrbo channel triggers until all bookings that were booked before June 7th, 2023 have left. Then you can rely only on Vrbo messaging if you so choose.
Vrbo messages come into OwnerRez even before a booking is made! So if the prospective guest has a question about your property it will appear in OwnerRez. There may be a minute or two delay for it to appear in OwnerRez (i.e., you may see the message come through via email alert from Vrbo or the Vrbo Owner mobile app first). Once it comes into OwnerRez, there is a few different places you can see it but if it's not yet a booking, the quickest way to get to it will be the Inbox. If you keep alerts enabled, you can click the link in the email system alert you receive.
- Inbox
- Inquiries
- Conversation View
- Communication History
- System Alerts
- Channel Templates
- Common Issues and Questions
Inbox
The Inbox is located within the CRM menu of OwnerRez. Users can navigate to their Inbox by clicking on the CRM drop-down menu and selecting Inbox.
Vrbo messages are listed in the Inbox. Note that the Via column indicates where the messages are from, in this example Vrbo.
Clicking on each individual message opens the message in the Conversation View.
In the Conversation View, users can see any comments that Vrbo guests have added allowing them to respond directly to the Vrbo guest within OwnerRez.
Inquiries
Vrbo inquiries appear in the OwnerRez Inquiries section. Note the Via Listing Site shows that these inquiries are from Vrbo guests.
When users view the inquiry, they will see all the information associated with this inquiry.
Further down on the inquiry page, users can see the following.
- General Info about
- Date the quote was received
- Which property
- Number in party
- Channel information
- Guest information
- Requested Dates calendar view
- Any Comments added by the potential Vrbo guest
- Inquiry Activity
Users can respond to inquiries by clicking on the button.
Conversation View
When users open the Conversation View, they can see any comments that Vrbo guests have added allowing them to respond directly to the Vrbo guest. Click Send.
Users will see a Message Queued modal pop-up in the upper right side of the screen letting them know that the message is outgoing.
Back in the Conversation View, users will be able to see their guest conversations. Note that this outgoing message is still in the queue to be sent. Users can open specific sections by clicking on the right side downward facing arrow to view more information.
Users can open specific sections by clicking on the right side downward facing arrow to view more information. Clicking on the View Vrbo Message will display that specific Vrbo message.
Users can view message details at the top of the message including the following.
- Message sender
- Message recipient
- What Inquiry number the message was sent regarding
- How the message was sent. In the case below the message was sent manually.
Users can click on the green links to return to the Inquiry or All Messages.
Communication History
More info and screenshots coming soon...
System Alerts
Vrbo messaging system alerts (found under the Communication alerts section) are enabled by default. You can disable them if you do not want to receive email alerts when a message comes in or fails to send. We recommend you keep them enabled until you know how they assist you in your workflow.
Channel Templates and Triggers
Users can utilize Channel Templates (e.g., Booking, Guest) and booking triggers to automate messaging to their guests via the channel (e.g., Vrbo, Airbnb). This can be done in place of or to augment other custom messages (e.g., email, SMS) sent on your behalf to the guest.
Common Issues and Questions
Can I still use the Vrbo Owner App to answer guest inquiries/questions?
Yes, the Vrbo Owner app (or the Vrbo.com inbox) can still be used to answer if you like. Your answer will sync over to OwnerRez.
Can I send email attachments to Vrbo guests?
Vrbo only accepts PDF, JPEG, PNG, and GIF attachments.
MOV files or other video format files are not accepted at this time. As a workaround, users could upload the video somewhere else and include a link to it in your message template.
Why do I have duplicate Vrbo contacts?
As historical Vrbo messages are being imported into your OwnerRez account, Vrbo doesn't include any sort of unique id identifying the inquirier or tracing the inquiry through to the booking. OR does check by guest name if possible, but sometimes it's not.
Users can safely merge the guests together allowing the message threads to combine.