Managing Airbnb Reservations

Viewing Airbnb Reservations

Once a booking is made on Airbnb, you will be able to view the reservation within OneRooftop and your calendar will automatically be updated. The source will be noted as Airbnb and there will be an External Property ID and External Booking included under Reservation Info.

Guest Communication

Prior to Booking

When guests inquire before confirming their reservation, you will communicate with them directly through the Airbnb platform.

After booking

As of August 2020, Airbnb has retired the "email alias" feature which allowed you to send messages to the guest via a masked email (example:  [e-mail]). To continue receiving this information in your reservations, you must go to Professional Hosting Tools and toggle this option on. 

If you have scheduled messages (like pre-arrival details) set up within OneRooftop, you will need to queue the messages manually on the reservation. The messages will then be sent to guest on the designated schedule.

Updating Reservations

Moving Guests to Another Property

If you move the reservation to another one of your units in Airbnb, you must also make the update to the new property within the OneRooftop reservation to match. When you do this, the reservation will reload with your current property settings, so you might need to manually adjust the rates. See our guide here for more details.

Canceling a Reservation

You must do this directly in the Airbnb interface.

Frequently Asked Questions

Q. I'd like to integrate but I don't want to enable Instant Book. Is that optional?

A. Instant book is required by Airbnb. If you cannot enable instant book you can try out a centralized calendar sync between OneRooftop and Airbnb using iCal. iCal syncing is not a full integration.

Q. Why don't I see tax added to reservations?

A. Even if you have tax set up for your property in OneRooftop, this does not get passed on to Airbnb. In many areas, Airbnb collects and remits tax on owners' behalf. Although it is charged to the guest, you will not see it as a line item in the reservation total. Learn more about how tax collection and remittance by Airbnb works here.

Q. I don't see the guest's name or email address in their OneRooftop reservation. Why not?

A. Airbnb made an announcement that states they will no longer display certain guest information reservation details via their iCal feed starting on December 1, 2019.  This change was made as part of Airbnb’s ongoing efforts to minimize exposure of guest information. As such, you will see guest's names displayed as N/A in the reservation. This only applies to iCal connected listings. 

As of August 2020, Airbnb has retired the "email alias" feature which allowed you to send messages to the guest via a masked email (example:  [e-mail]). To continue receiving this information in your reservations, you must go to Professional Hosting Tools and toggle this option on.

Q. How do I offer a discount?

A. Any changes to pricing should be done prior to confirming bookings and can be done by sending a special offer within the Airbnb platform. Learn more about sending special offers here.

To change the pricing of a reservation after it has been confirmed, you will need to submit an alteration request through Airbnb.

Q. Someone sent me an inquiry via Airbnb. Why isn't it showing up in OneRooftop?

A. Only booked reservations will appear in your OneRooftop dashboard. Inquiries should be managed directly through Airbnb until they turn into bookings.

Q. My guest needs to change dates. How do I edit the reservation?

A. You will need to make this update to their reservation in Airbnb. This action will automatically update the information in their OneRooftop reservation.

Q. How do I move a guest to a different property?

A. Please initiate this process within Airbnb. You will then need to change the property within the OneRooftop reservation as well because Airbnb does not send this update back to us.

Q. Why aren't all my fees showing up in reservations?

A. Airbnb supports some types of fees, but not all. With the integration, you can include a cleaning fee, security deposit, and extra guest fee. Even if you have all of these fees set up in your OneRooftop rates, you will need to do it once more for the Airbnb integration. In your property settings go to Channels > Airbnb Specific Settings to include these fees on your Airbnb listings.

Q. How do I get paid?

A. Airbnb is the merchant of record for integrated accounts, so you will need to set up your payout preferences in your Airbnb dashboard. Learn more about editing your payout method here.

Q. None of my weekly or monthly rates are showing up. Why?

A. Airbnb discounts weeks and months differently than other channels. You can configure your discounts by going to edit property > channels > Airbnb specific settings. Learn more about adding weekly or monthly discounts here.

Q. I got a booking or blocked dates in OneRooftop and it's not blocking off the calendar.

A. It's possible that Airbnb has not yet pulled the availability from OneRooftop, which happens on an hourly schedule. If it hasn't synced yet, do not fear. If a guest were to put in dates and click Book Now, Airbnb does a final check on your OneRooftop calendar. This would prevent the guest from booking.