Use this guide to troubleshoot Vrbo payment and synchronization issues in Hostaway, including payout behavior, reservation sync problems, and related setup checks.
Integrating VRBO with Hostaway can occasionally result in payment or synchronization discrepancies that require manual intervention. This article outlines common issues, their causes, and solutions to help you manage VRBO-related challenges effectively.
Overview of Payment Handling with VRBO in Hostaway
Hostaway serves as the Merchant of Record for VRBO reservations, meaning it processes payments and maintains financial records on behalf of hosts. VRBO, however, only tracks payment amounts and due dates and does not confirm payment completions or failures. This setup can sometimes result in discrepancies that require attention.
Common Issues and Solutions
1. Dealing with "Unknown Payment Status" for VRBO Reservations
When a VRBO reservation shows "unknown payment status" in Hostaway, it typically means payment details were not imported. Follow these steps:
- Check VRBO Settings: - Verify the "Allow invoice payment" setting in VRBO. - If it is set to "No," VRBO should push credit card details to Hostaway automatically. - If set to "Yes," manual invoicing is required for guests.
- Manually Process the Payment: - Use the guest’s credit card details to process the payment manually.
- Set Up Auto-Payments for Future Reservations: - Navigate to Hostaway Dashboard > Guest Payments > Auto-payments > Add auto-payment. - Select VRBO as the channel and configure the payment schedule. - Save your settings.
2. Why Can’t VRBO Confirm Payment Statuses?
VRBO does not directly connect to Stripe or other payment processing systems used by Hostaway, so it cannot confirm if a payment was completed or failed. Instead, VRBO only shows the amount and due date. As Hostaway is the Merchant of Record, any failed payments must be addressed directly through Hostaway or Stripe.
3. Resolving Paid Reservations in VRBO That Failed in Hostaway
If a reservation shows as paid on VRBO but failed in Hostaway, do the following:
- Navigate to the reservation in Hostaway and cancel the failed charge: - Go to Reservation Details > Payment > Failed Charge > Three Dots > Cancel.
- Create a manual charge: - Go to Reservation Details > Payment > Add Charge. - Enter the total reservation amount. - Select "Credit Card Offline." - Change the status to "Paid." - Save the charge.
4. Mismatched Cancellation Status Between Hostaway and VRBO
If a reservation is shown as canceled in Hostaway but remains active in VRBO, you need to verify cancellation status:
- Confirm the cancellation status from Hostaway’s backend.
- If the status was successfully synced from Hostaway to VRBO, escalate the issue to VRBO support for further action.
Best Practices to Minimize Issues
- Regularly audit your VRBO and Hostaway settings to ensure consistent synchronization.
- Set clear policies about payment terms to avoid ambiguity during guest bookings.
- Use automated payment systems to minimize manual interventions.
By understanding and proactively addressing these potential VRBO integration challenges, you can ensure smoother operations and better guest experiences within Hostaway.