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Has anyone else had a problem with them saying you have to be advertised for 6 months on VRBO before you can get setup to accept online credit-card payments? I haven't seen any documentation to this fact?! As a matter of fact, the FAQ's clearly state that ALL VRBO/HomeAway account owners now have access to Reservation Manager and they even advertise "low transaction rates"... Curious if anyone else has had this problem and if it's real or something else is going on...
Squig, Wow! Did you receive an email from VRBO stating that policy?
That really puts new advertisers in "never land", since VRBO/HA now tellsl ALL travelers they should be using HA/VRBO's 'secure payment systems".
In other words, VRBO is accepting your $$ for an ad, then pushing a marketing product to ALL your potential guests that basically undermines YOUR ad. It's telling them- "here's a property" - then telling that potential renter "But to be safe, use OUR payment system" .And then they are denying YOU access to that very payment system.?
I'd think that unless VRBO is going to guarantee all inquiries to your property will NOT get that VRBO/HA marketing payment "push" (since it is not available to YOU) you have some legal recourse.
The old saying" if it ain't broke, don't fix it" keeps coming to mind regarding HA/VRBO these days.
Love to hear how this one works out.
The notice I received was from RservationManager - see below --
Thank you for your application to enable online payment processing account through ReservationManager. Unfortunately, we have not been able to verify certain account details and are unable to complete your application. The current status of your account is "declined."
HomeAway Inc. has partnered with VacationRentPayment to provide this service for your vacation rental properties. Should you feel there has been an error in processing your request, please contact Customer Service ....
I called VRBO directly and they are researching it, though the rep did say he thought there was a 6 month 'waiting period' before they could accept CC payments on my behalf.
Squig, it does seem odd. The worse thing these days is that VRBO/HA doesn't seem able to put ANYthing in writing. They appear to be making it up as they go along. Demand a detailed explanation in writing from them immediately.
If they do not make this "payment option" available to you I'd demand that they cease sending their Payment pushing email to your inquires.
Then find another option for accepting CC payments- and state on on your ad. AND in your response to inquiries.
These forums have more info on secure ways to accept CC and other payments.
Best of luck!
I've never heard of this. Typically accepting credit cards is simply based on your application and your credit.
With MyVRMS you can accept online payments automatically and/or invite who pays you. We simplify the management of vacation rentals. Learn more at http://www.myvrms.com
Exactly the same thing happened to me. I received the notice that my information was complete and when I called the number the rep stated that I was refused because we had not been on VRBO for more than 6 months.
Very frustrating especially since they do not state the policy anywhere in writing.
It happened to me today. Same thing as all of you. What a crock!
I'm new to this and this is awful to hear! Can I ask if it is the same for HomeAway advertising or is this just VRBO. The websites are under the same umbrella, right?
I apologize for the inconvenience you've experienced in setting up your ReservationManager payments account.
In some case, our partner VacationRentPayment is unable to validate all information provided in your application. In these situation, they will likely need additional information in order to complete your account set-up.
You may contact VacationRentPayment at 1-866-210-6106, 7 days per week, 7am – 7pm CT. Email support is available at HomeAway@VacationRentPayment.com
We are working with VacationRentPayment to streamline the set-up process and better communicate with you when additional information is required.
The e-mail response that I received from VacationRentPayment said, "Unfortunately, we have not been able to verify certain account details and are unable to complete your application. The current status of your account is "declined." " .
However, when I called them at the number in your above message, they stated that regardless of the content of their e-mail to me, their policy is to decline service to anyone who had not been with VRBO for at least six months.
When I pointed out that the six month requirement was not included in the application nor was it included in their follow-up e-mail, they simply kept repeating the six month membership policy. It was like talking to a stone wall.
If this service is not available to new subscribers to VRBO, it would be useful to explicitedly state the information on the website.
Any assistance that you can provide would be appreciated.
Thank you for that feedback Mary. We will have additional information to share on this soon. Best, Patrick
And around and around we go......how about a SIMPLE ANSWER? Do you have to be a member 6 months or not? Why in the world does every blessed thing have to be complicated? How about giving straight forward, simple and truthful information and answers to your customers?
Hi Mary & everyone,
I had the chance to speak with our partner, VacationRentPayment, this evening and want to provide an update on what I learned. Essentially, this is a training issue and unfortunately, some misinformation was presented to some of you. We apologize again for the confusion and inconvenience this has caused you.
At this point, the best approach is to contact VacationRentPayment (1-866-210-6106) and speak with them about any addtional information they may require to complete your account set-up.
One caveat, as mentioned in the online set-up process, is that if your rental property is located outside the U.S., you must have listed with HomeAway or VRBO for more than 6 months in order for VacationRentPayment to complete the set-up of your account. We are working on some enhancements in this area and will have more to announce in the coming months.
I hope this information is helpful and thank you for bringing this issue to our attention.
I understand that an additional issue is that I can't ever accept credit cards through VRBO because I don't live in the US. Is this true?
Thank you for your help with this Patrick.
" At this point, the best approach is to contact VacationRentPayment (1-866-210-6106) and speak with them about any addtional information they may require to complete your account set-up.
Patrick, I just posted something similar and it is very frustrating, especially when you are new and feel like you are being 'bounced' around between VacationRentPayment and HomeAway customer service.
I am not able to re-apply under the Reservation Manager>Payments> etc, as there are no options for me to do so, all I see are the payment requests I sent to my guests.
The concerning part is that I am losing guests; therefore income. Moreover, to see that I am not the only paying customer dealing with similiar issues.
I need someone who can actually do something. So what is HomeAway's workaround and advise to their customers to accept payments via another acceptable tool?
Thank you for reading/listening... whatever you can do is appreciated.
I called and was told to try again. The second time I sent my application in, it worked. Glad they have the bugs worked out. Hope all of you have the same luck!
Well, I finally got an email back from them and they said to try again. I went through the sign-up process again and was automatically approved. I've done a test charge and it all seems to work OK. Definitely sounds like they had a training and system problem.
Thanks all for your replies and help!
That is great to hear. I am glad it worked out for you.
Hope I am next.
Patrick, While I have been using checks and PayPal I just started using the RM and Vacation Rent Payment program. I called this morning to VRBO tech department and asked how to set up the account. I was told to call Vacation Rent Payment which I did. When I did I was told that I already set up this account and am ready to go. I guess a brainfart settled in because I do not ever remember setting up an account. But what is alarming to me is that I asked where can I see this information or a copy of what I did, I was told that I can not see this information or get anything from them to show my account.
This is very concerning to me and would like to ask if this is correct?
Hi Doug -
We're all busy and the ReservationManager set-up process is very quick, so I can understand.
That being said, what information are you trying to obtain from VacationRentPayment? Clearly, they cannot provide a bank account or SSN information to anyone over the phone, but there should be a way for you to provide your information to them and they could confirm that it matches what's on file.
Let me know what you need and I'll see how I can help you get it.
Thank you Patrick for your response. I was hoping that I could go online, log in and then look at my account.
Hi Doug - I'm following now. We are working on some enhancements which will enable you to login to your owner dashboard to ascertain which banking information you've provided. This will be available in the late summer / early fall timeframe. Best, Patrick
Thank you so much Patrick, I really appreciate it.
I do use reservation manager but am getting very tired of all the problems with the system. I have found it is nessasary to have another payment system as well. There are many to choose from I use Flipkey and I know a lot of you also use paypal. I am upront with my guests and tell them reguardless of what H/A or VRBO tells them there are some issues with the system at times and most people feel comfortable with Flipkey since it is a part of Trip Advisor. I would imagine most woild also feel comfortable with paypal.
I use PayPros. They are an affiliate of VRBO, except their system is easy to use and their customer service is EXCELLENT. I "think" it's what VRBO recommended prior to Reservation Manager?? If you do a search for them on VRBO, there is a link to their website. I've heard mixed opinions as to whether this link keeps you from paying a monthly fee or not. All I know is that they're free for me, the customer (or you) pays a lower CC fee than PayPal, eChecks are free, and they take all major credit cards. I don't have to adjust my business model and I can use other modes of payment at the same time.
I'm also getting fed up with the reservation system.
Thankfully I don't have a problem with flipkey, AND it now appears to be free for us AND our guests (no more transaction fees!). They do hold the money longer but I'm totally okay with that.
AcademiaNut (clever name, btw), I think now that there is no longer a booking fee they are charging just the credit card processing fee, but is that to the guest or owner? Also, yes, they keep the money in escrow until after the guests check in. I also don't know who they're now using for card processing and if they allow refunds without a deadline, and if they refund the fee with each refund. So far VRP is ahead in those aspects.