Vrbo FAQ

How do I connect to Vrbo (formerly HomeAway)?

You can connect to Vrbo by either of the following:

• ICal. Only reservations will sync. Rates, content information etc will not sync. Vrbo can continue to take payment on your behalf Connect Vrbo/HomeAway by iCal
• API. Rates, inventory, reservations and messages will sync. Note that Vrbo does not take payments anymore and you will need to connect Hostaway to Stripe and have Guest Invoicing setup. Vrbo exporting new listings

 Does Hostaway support Price Consistency?

Yes we do by default, for all properties connected via Vrbo API

What happens if I already have my listings in Vrbo (formerly HomeAway) and I want to connect via API?

You'll need to sign a content API contract with Vrbo and export those listings by following this guide: Vrbo exporting new listings. After which, Vrbo will then merge both listings so you can keep your reviews. 

How do I connect to Vrbo?

Follow the steps in this helpful support article to connect your Vrbo account via iCal to the dashboard: Connect VRBO by iCal

Can I message Vrbo guests from the dashboard?

Yes, with the normal connection when the guests inquire to have a booking with you the guest communication goes by VRBO proxy email / VRBO dashboard. Every time a guest confirms a reservation the guest's email changes to a direct email address. This means that from that moment on we are awaiting the new proxy email address to come in for the reservation. This usually comes in after 5 minutes and until this time you can send messages directly to the guests email address. Read more about it here.

Can I import my length of stay policy from Hostaway to Vrbo?

You can push the length of stay policy from Hostaway into Vrbo. The maximum number of minimum stay is 200 days.

How can I adjust the mark-up rate for my Vrbo listings?

You can adjust your mark-up settings by going to your Channel Manager then clicking on Channels then Configure VRbo (formerly HomeAway). More on how Rates and Markups work here.

How can I handle guests' payments?

There are two options to handle guests' payments - depending on if the option to "allow invoice payment" (found in Listing > Edit > Channel Specific) is set to Yes or No:

1. If you have Stripe or Braintree or the Hostaway CC decryption key, you need to set Allow invoice payment to no - Vrbo will then push the credit card details to Hostaway and you can view them on the payment provider portal or by clicking on the Reveal CC (if using the Hostaway CC decryption key).
2. If you do not process payments via CC, or wish to do it via cash on arrival or bank transfer and you do not have Stripe or Braintree or the Hostaway CC decryption key, you need to set Allow invoice payment to yes - Vrbo will not send the CC details to Hostaway and you would need to invoice the guest manually.

How can I change the listing content on Vrbo?

Any changes or modifications in the listing content should be done within Hostaway and we will have this synced every 24 hours.

Can I accept VRBO inquiries from Hostaway?

Yes, you can! Please make sure that you do have the content API activated and that there is an email address available in the reservation details to reply to the guest.

Once a guest will send in their inquiries via "Ask Manager A Question", you will need to answer the guest from Hostaway. A reply to the guest will automatically approve the request and the guest will receive in their email inbox your reply and buttons to either "Reply" or "Book Now":

Once the guest clicks on "Book Now", the inquiry will then turn into a reservation. 

Please note: A Vrbo inquiry will have a proxy email address of xxxx@messages.homeaway.com that will show the inquiry message thread that you have with the client on Vrbo. However, once this inquiry has turned into a reservation, Vrbo sends the real email address of the guest and from that moment on you are supposed to email guests directly moving forward.

What do the different reservations statuses mean?

Hostaway's message system features many different reservation statuses. Read more about what each one means: Reservations General Overview

How long does it take to sync with Vrbo?

Hostaway has a fantastic connection with Vrbo and as a result, we sync with them often. Read below for more information on the sync times: Channel Sync Timing

I was previously connected to Vrbo via an iCal connection but now I have the API connection with them. What are the next steps to do?

Once you have turned on the Vrbo API connection and the feed is going through successfully, make sure to export the Vrbo iCal reservations and then you can deactivate the Vrbo iCal connection. You can then add them manually again on the Hostaway calendar.

Can I adjust the dates of stay on Hostaway with a Vrbo (formerly HomeAway) inquiry?

No, you can, however, adjust the dates of stay of a confirmed reservation (meaning that the inquiry has turned into a new reservation) on the Hostaway dashboard. On the reservation details, click on "Edit" or "Modify" and change the check-in and check-out dates and click the "Save" button.

Can I decide whether the Refundable Damage Deposit is included in the reservation total or not?

Yes, you can. The feature is called "Deposit paid at location" on Vrbo and if you choose not to include it, the deposit will not be charged at the time of booking and you will have to manage that deposit outside the booking process. 
The option can be found under Listings > Prices & Fees. By default, the checkbox is unselected.

Do you support Vrbo Pet Fees? 

Yes, We do. Vrbo pet fees can be added under listings>Price & Fees. They apply per pet either per reservation or per night. All pet fees appear in FR under the same column - pet fees - regardless of the channel.

Where to find the Customer ID that is requested by Vrbo?

Vrbo requires your Hostaway Account ID. This can be found by navigating to 'Settings > Account > Account ID: