How to handle inquiries
Many times, guests have questions prior to booking. In this case, they will submit an inquiry rather than providing payment to confirm their dates. You will receive an inquiry notification from HomeAway and should respond directly to this email. The quoting and messaging platform within HomeAway is disabled for integrated accounts, which is why you will need to reply via email.
What if the guest wants a quote?
Refer the guest back to the listing. As long as they are entering their desired dates, they will receive an accurate quote.
What if another property is a better fit for their dates?
HomeAway blocks external links and contact information in your messages to guests prior to confirming their reservation. You are able to send links to any VRBO or HomeAway listings.
More questions about inquiries? Check out HomeAway's FAQ page here.
HomeAway reservations look and behave very much like those that are made directly through your website. You will process payment, issue refunds, change dates, etc. through OneRooftop. The primary difference is that you will not have access to the guest's contact information until they have confirmed their reservation.
How do I cancel a reservation?
Reservations should be cancelled within OneRooftop. See our how to guide here.
How do I give a discount?
Currently, HomeAway has not provided a method for offering custom pricing to guests prior to booking. You will need to add a discount to the reservation after it has been confirmed. See how to here.
Will guests receive scheduled messages?
Yes, as long as you have them added and enabled in your property settings. Scheduled messages are queued in reservations once payment is accepted. Learn about adding scheduled messages here.
Can I require a security deposit for these bookings?
Yes, you will need add the security deposit in the property settings under Channels > HomeAway Specific Settings even if you already have this set up under rates. HomeAway does not pull the security deposit information from your rates section, so it must be added in HomeAway Specific Settings.
Rental damage protection is not supported through the HomeAway integration, so you will need to use security deposits for coverage instead.
Attributing offline bookings to HomeAway
If you receive a reservation from a lead originating from HomeAway, you will need to attribute it to the channel per their user agreement. After adding the reservation, all you need to do is add VRBO or HomeAway as the source.
Read more about off-platform bookings here.