Vrbo launch requirements

Short booking windows can be challenging for Vrbo hosts and result in higher cancelation rates. Further, Vrbo's book with confidence guarantee will not provide relocation support for 1 night stays. Partners must restrict calls to Rapid Shop for stays of 1 night.

Vrbo hosts often require additional notice to prepare their property for a guest arrival, and as a result are more likely to cancel bookings made <72hrs prior to arrival. This restriction serves to reduce supplier cancels and relocations. Partners must restrict Rapid Shop calls for stays within 72hrs.

Applies to: Partners sending customer cards and NOT including properties with RDDs Properties which require pre-payment of a refundable damage deposit must be restricted from display and book due to often high amounts, incompatibility with partner merchant of record and challenges with refunds.

exclusion=refundable_damage_deposit

For EU/UK points of sale only

Vrbo properties will only be available on Vrbo profiles and you need to send supply_source=VRBO in the Content API call to identify Vrbo properties.

API example:

For EU/UK points of sale only

When a property has a private host, display the correct messaging based on the point of sale.

• EU/UK POSa - 'Private host'
• France POSa - 'Annonce d’un particulier'
• Other POSa - Not required

API example:

"vacation_rental_details": { 
    "private_host": true, 
    "property_manager": 
    "name":
 }

For EU/UK point of sale only

API example:

For EU/UK points of sale only

Private host properties

When a property is indicated as having a private host, display the correct messaging based on the point of sale.

• EU/UK POSa: "This property is managed by a private host. Private hosts do not rent properties as a trade, business, or profession. EU/UK consumer law relating to professional hosts may not apply, however the Book with Confidence Guarantee and the cancellation policy set by the private host will cover your booking."
• France POSa: "Cette propriété est celle d’un particulier. La fourniture de logements n’est pas liée à son commerce, entreprise ou profession. Le droit de la consommation de l'Union Européenne peut ne pas s'appliquer, toutefois la Garantie Réservation en tout Confiance et les conditions d'annulation définies par l'hôte particulier couvriront votre réservation."

Text above in bold is optional. If the partner provides a link to Vrbo's book with confidence guarantee on check-out they may include a reference here on the property details page.

Professional host properties

When a property is indicated as having a professional host, display the correct messaging based on the point of sale.

• EU/UK POSa: "Information about cancellation rights. If you cancel your booking, you'll be subject to the host's cancellation policy. In accordance with EU/UK regulations about consumer rights, property booking services are not subject to the right of withdrawal.”
• France POSa: "Informations sur le droit de rétractation. Informations sur le droit de rétractation - Bien que les vacanciers réservant auprès d’un consommateur ou d’un non professionnel ne disposent pas du droit de rétractation, au sens de l’article L. 221-18 du Code de la consommation, ils peuvent bénéficier de la politique d’annulation du propriétaire. Les vacanciers et propriétaires sont soumis au droit des obligations et de responsabilité civile applicables à la relation contractuelle, prévues aux articles 1100 à 1386-1 du code civil."

How to identify property management type

"vacation_rental_details": { 
        "private_host": true, 
        "property_manager":  
        "name":
   }

Hosts often include detailed descriptions of the property, its amenities, and the surrounding area. Ensure you display the free text description when returned by the API.

Example:

"free_text": "City ID#1837<br><br>If you want ELEGANCE, the Dream Home is for YOU!  YOU will create MEMORIES that will last a LIFETIME and experience the history of Palm Springs, all in this 800 sq. ft STUNNING home with clerestory windows, exposed-beam ceilings, the latest home TECHNOLOGY, a large kitchenette, granite counters, full walk-in shower, and a PRIVATE POOL & SPA! This home is UNBELIEVABLY GORGEOUS,  with a privacy fence, gated parking, a barbecue area, BREATHTAKING MOUNTAIN VIEWS!  You simply DESERVE IT! You will be AMAZED at this home so close to downtown! You will never want to leave this stunning piece of Palm Springs!<br><br>You will also have your very own remote control gate to park your car next to your home behind a self-closing gate. You are welcome to invite friends over for a small party or cookout on your grill. All the kitchen utensils are provided. You just bring the food and start grilling!<br><br>The home is FULL of TECHNOLOGY from Alexa, to a Nest thermostat and even control the temperature of the spa directly from a wireless tablet in the home!<br><br>The home has amazing ambiance overlooking a heated pool and spa.<br><br>The home has a queen bed with a memory foam mattress and bamboo pillows. It also has a couch in the same room that could be used for a child or an adult. The home is full of beautiful MODERN furniture to give you the true Palm Springs Experience. The Dream Home is completely surrounded by a privacy fence which gives you complete privacy during stay! <br><br>**Pool heating is charged during the months of November - December - January - February - March - April and May 15 (see ADDITIONAL RULES for details).  Payment request is sent at least 2 weeks in advance.<br><br>POOL HEAT FEES <br>There is a $50 per day pool charge for the following months;<br>(Aug 15 -  November - December - January - February - March-April-May 15) to 80 degrees the following fee will be applied;<br>* Pool Heat Charges tracked by Pentair Software program during your stay.<br>* Pool heat invoice charges will be emailed the week before check-in.<br>* Payment must be made before check-in."
    },

Display the traveler service fee and the host fees any time rate details are broken down.

a) Traveler service fee

You must display example text verbatim:

'Includes VAT' required on all EU/UK points of sale. TSF must be explained when displayed to the guest (may be mouse-over/click of the TSF fee name).

Example:

Traveler service fee description: Traveler service fee (includes VAT): 33.32 Euro

Partners can use either 'traveler service fee' or simply 'service fee' in the description.

• "[Brand] charges a service fee for the use of online tools, services, and functions available on its platform enabling guests to interact with hosts listing their property."

You will find a list of Vrbo brand mapping at the bottom of this page.

b) Host fee

Display the host fee any time the price is broken down based on property_fee from Rapid Shop pricing breakdown.

Optionally, include a mouse-over description, e.g. "Host fee includes: cleaning fee, extra person fee, management fees, and other fees."

Example:

Host fee: $4.00

"occupancy_pricing": {
    "2": {
        "nightly": [
            [
                {
                    "type": "tax_and_service_fee",
                    "value": "13.64",
                    "currency": "USD"
                },
                {
                    "type": "property_fee",
                    "value": "4.00",
                    "currency": "USD"
                },
                {
                    "type": "traveler_service_fee",
                    "value": "13.20",
                    "currency": "USD"
                },
                {
                    "type": "base_rate",
                    "value": "99.00",
                    "currency": "USD"
                }
            ],

The full content of enhanced house rules must be included on the property details page, (e.g. no parties, smoking policy). Display the full content of the additional_information object as returned from the API.

House rules ensures travelers are informed of all of the host's requirements before completing the booking. The values returned in this object are specific to Vrbo properties and are more substantial than those returned in the API Content file.

UI example:

API example:

"enhanced_house_rules":
   "Children": {
      "rule": "Children allowed",
      "additional_information": [
         "Children allowed ages 13-17",
         "Three children are possible if one is in a cot",
      ]
   },
   "Pets": {
      "rule": "Pets allowed",
      "additional_information": [
         "Pets must be no larger than 1lbs.",
      ]
   }

Property registry number can be found in the Rapid Content response.

Value should be displayed on the partner's PDP site whenever present in content.

UI example:

License number: RHL-0000954

API example:

"vacation_rental_details": {
          "registry_number": "RHL-0000954",
          "private_host": true
     }

Include number of bedrooms and bathrooms. Room size details are optional. This information is found in the statistics array.

UI example:

API example:

"statistics": {
    "1073743380": {
        "id": "1073743380",
        "name": "Max occupancy - 5",
        "value": "5"
},
"1073743378": {
        "id": "1073743378",
        "name": "Nunmber of bedrooms - 1",
        "value": "1"
},
"1073743379": {
        "id": "1073743379",
        "name": "Number of bathrooms - 1",
        "value": "1"
},
"52": {
        "id": "52",
        "name": "Total number of rooms - 1",
        "value": "1"
},
"1073743538": {
        "id": "1073743538",
        "name": "Property floor area (square meters) - 75",
        "value": "75"
},
"1073743537": {
        "id": "1073743537",
        "name": "Property floor area (square feet) - 807",
        "value": "807"
}

Include host name.

Optional: Include languages spoken and an image.

API example:

"vacation_rental_details": {
        "registry_number": "Property Registration Number SCIA 19367",
        "private_host": true,
        "property_manager": {
            "name": "Rent Home in Rome, It"
        },

"spoken_languages": {
    "de": {
        "id": "de",
        "name": "German"
    },
    "en": {
        "id": "en",
        "name": "English"
    },
    "nl": {
        "id": "nl",
        "name": "Dutch"
    }
}

• This needs to populate with the figure provided by the Rapid Availability API response when present.
• Example text: "If you cause damage to the property or incur incidental fees, your card may be charged up to $x."

When you are using a virtual credit card, the partner is responsible for collecting charges for damages made by the guest which are charged to the partner virtual credit card.

Include the relevant T&C link for guest POSa on the check-out page. T&C links can be found here.

When payment is made via customer credit card or partner virtual card:

• "The property you have selected is booked through our partner [Brand] and they will send you an email with important information including payment details and a link to create an account which will enable you to manage your booking."

When payment is made via customer credit card:

• Include the following waiver (or similar) on the check-out page:

  • "The charge for the service fee and the booking amount payable to the host will appear as a payment (partner name if soft descriptor enabled, Vrbo/Homeaway if not) your credit card statement. Depending on where the payment is processed, your bank may charge a foreign transaction fee."

Advanced: Partners distributing IPM supply must also inform the guest of the IPM's role in charging the customer card:

• "This charge will appear as payment to [IPM name] on your credit card statement."

You will find a list of Vrbo brand mapping at the bottom of this page.

Partner should set guests up for a positive experience, which includes setting post-book expectations. Guests should be informed of the following:

• Guest may receive comms from Vrbo about the booking which may include important instructions

• The partner, Vrbo and/or the host will send check-in instructions 72hrs prior to arrival

• Contact the host and/or partner support if check-in instructions are not received 48hrs prior to arrival

Example:

• "We have partnered with [brand] and you should expect to receive emails from [brand] and the property host. If you have any questions about the property or your stay, please discuss with the host by responding to these emails. If you do not receive instructions for your arrival prior to 72hrs of your arrival, please contact [partner support channel]. If the host is not responding, or you have not received instructions within 48hrs of arrival or have arrived at the property within checkin hours but are unable to access the property, immediately contact [partner support channel] for host outreach or relocation assistance."

You will find a list of Vrbo brand mapping at the bottom of this page.

a) Traveler service fee

You must display example text verbatim:

• "Includes VAT" required on all EU/UK points of sale.
• TSF must be explained when displayed to the guest (can be mouse-over or click of the TSF fee name).

Example:

• Traveler service fee description: Traveler service fee (includes VAT): 33.32 Euro.

Partners can use either 'traveler service fee' or simply 'service fee' in the description.

• "[Brand] charges a service fee for the use of online tools, services, and functions available on its platform enabling guests to interact with hosts listing their property."

You will find a list of Vrbo brand mapping at the bottom of this page.

b) Host fee

Display the host fee any time the price is broken down based on property_fee from Rapid shop pricing breakdown.

Optionally, include mouse-over description, e.g. "Host fee includes cleaning fee, extra person fee, management fees, and other fees."

Example:

Host fee: $4.00

"occupancy_pricing": {
    "2": {
        "nightly": [
            [
                {
                    "type": "tax_and_service_fee",
                    "value": "13.64",
                    "currency": "USD"
                },
                {
                    "type": "property_fee",
                    "value": "4.00",
                    "currency": "USD"
                },
                {
                    "type": "traveler_service_fee",
                    "value": "13.20",
                    "currency": "USD"
                },
                {
                    "type": "base_rate",
                    "value": "99.00",
                    "currency": "USD"
                }
            ],

The rental agreement link can be found in the Rapid Content API response (when available).

"vacation_rental_details": {
        "rental_agreement": {
            "links": {
                "rental_agreement": {
                    "method": "GET",
                    "href": "<https://www.leisure-group.net/eris/pdf/hrvw-bvag-bv-en.pdf">
                }
            }
        },

Many vacation rental properties provide multiple tiers of refundability. Graphical display is strongly recommended to clearly show changes in relation to purchase, current date, and guest arrival.

Clearly inform the guest that the service fee is only refundable when the booking is 100% refundable. This must be displayed in the cancellation policy description and/or the booking terms section. Once the booking is in a partially- or fully-non-refundable period, the service fee is non-refundable.

Example description:

"The service fee is refundable only when your entire booking is fully refundable."

UI example:

Terms example:

This text needs to be displayed for traders of Vrbo inventory on the check-out page and in post-booking communication.

Expedia Group Vacation Rental (Ireland) Ltd
25 St. Stephen's Green, 4th floor, Dublin 2, D02 XF99, Ireland
+353 15621133

support@chat.travelnow.com

When the trader_information, terms_and_conditions, and contact_message fields are supplied by the API, they need to be supplied on the check-out page and in post-booking communication.

API example:

"trader_information": {
          "traders": [
          {
               "name": "Expedia",
               "address": {
                    "line_1": "555 1st St",
                    "line_2": "10th Floor",
                    "line_3": "Unit 12",
                    "city": "Seattle",
                    "state_province_code": "WA",
                    "postal_code": "98121",
                    "country_code": "US"
               },
               "email": "travel@support.expedia.com",
               "phone": "0330-123-1235",
               "contact_message": "This property is managed by a professional host. The provision of housing is linked to trade, business, or profession."
             }
          ],
          "terms_and_conditions": "https://www.expedia.com/terms_and_conditions"
      }

Generate a post-booking email with all essential stay information as returned by the API, in addition to partner, Expedia and supplier confirmation numbers.

There is critical information related to a vacation rental stay that may not be obvious from the property content.

Examples include:

• The pool cleaner comes on a Tuesday between 2-4pm and has access to the yard.
• To use the fireplace you must gather the wood from the storage bin outside the backdoor.
• An additional fee of $10 per hour is charged for using the sauna/hot tub.
• The thermostat must not be set above 72F.

Further details can be found here

Vrbo vacation rental hosts are required to provide guests with arrival and stay-related information at least 72hrs prior to arrival. At a minimum, partners must display the property address and host contact information.

Hosts may choose how they provide this information and may do so via email or other communication means. Vrbo encourages hosts to pre-configure common stay related information in Vrbo systems, which is only accessible after the booking is made. As a result, guests must be made aware that some hosts will reach out to them via email or phone to provide critical information related to their stay.

Partners must send all information included in the Rapid Essential Stay Content to the guest at least 72 hours prior to arrival.

Partners must clearly inform guests how to obtain support for their booking. In the event something goes wrong guests should be advised to:

• Discuss with the host directly as first line of support

• Immediately contact partner for support

• Example:

  • "During your stay if you have questions or concerns about the property, please contact the host by using the email address provided after the booking is complete, or by responding to a communication from the host to discuss first. If you are unable to resolve the issue with the host, immediately contact [partner support channel] to request assistance. If a request is not made within 24 hours of identification of the issue, we may not be able to assist. Any issues encountered during stay must be reported while you are at the property."

Partners should display the same information on the booking management page to ensure the guest is aware of support guidelines

The billing country of the credit card used to pay for the booking must match the POSa country code supplied in the shopping request.

Expedia Group collects the traveler service fee (TSF) component of each booking, and as a result we require the customer’s billing country to determine the correct rate. Therefore, if the country used in the shop request differs from the country indicated in the billing address, the booking will fail with ‘invalid country code’.

Example: country_code=US is used in the shop request, which provides a price for a US guest (no VAT on the TSF). If a UK-issued credit card is supplied in the booking request, we are required to collect VAT to the amount of 20%.

Guest contact information is required to enable hosts and guests to communicate prior to and during stay to promote a positive guest experience.

Booking requests must include:

• Guest name
• Guest phone
• Guest email

Please confirm you have reviewed our Rapid error handling recommendations and the vacation rental specific error handling recommendations as detailed in the Vrbo Integration Guide and implemented logic to handle them.

Adv 1.1: Display amount and explanation of refundable damage deposits

• This needs to populate with the figure provided by the Rapid Availability API response when present.
• Example text: "This property also requires a "£X" refundable damage deposit."
• Vrbo will charge refundable damage deposits as part of the last scheduled payment. If there is no schedule, it will be collected as part of the first charge.

Additionally, when payment is made via partner virtual credit card, the partner is responsible for collecting a deposit from the guest and returning any remaining portion to the guest post-stay.

Adv 2.1 - Display card waiver

Include the following waiver (or similar) on the check-out page:

"The charge for the service fee and the booking amount payable to the host will appear as a payment to [brand] on your credit card statement. Depending on where the payment is processed, your bank may charge a foreign transaction fee."

Adv 2.2 - Traveler service fee and billing country details

Expedia Group collects the traveler service fee (TSF) component of each booking and, as a result, we require the customer’s billing country to determine the correct rate. Therefore, if the country used in the shop request differs from the country indicated by the guest as part of the billing address, the booking will fail with ‘invalid country code’.

Example: country_code=US is used in the shop request, which provides a price for a US guest (no VAT on the TSF). If the guest subsequently provides a UK credit card Expedia Group is required to collect VAT to the amount of 20%. If the booking is requested at the US rate for a UK guest, the booking will fail.

Workaround: If the country specified by the guest on the check-out page billing address field differs from the country used to shop, partners should re-shop the property with the updated country code to obtain the correct price. The new price should be displayed to the guest for confirmation before the booking request is sent.

Billing information

Accurate address information is required for Vrbo properties. If a guest's billing address information does not match, a booking error may occur.

Bookings made without this information may fail for Vrbo properties where successful for conventional lodging (e.g. hotels) on Rapid today.

A: Billing country - billing country must match the shopped country.

B: Billing postal code/zip - postal code is required for most countries. Additional information can be provided. More details can be found in the Vrbo integration guide.

C: Billing state code - state code is required for US point of sale.

Call the payment options link to get accepted card types.

Vrbo properties support fewer credit cards than conventional lodging properties. Call the payment options link to see accepted card types, display this information on the check-out page.

Note: Vrbo inventory billing currency cannot be specified as partners may be accustomed to with core inventory. Instead, Rapid shop will respond with the correct billing currency for the booking. You should inform guests of potential bank fees for international transactions accordingly.

Adv 3.1 Inform the guest about the payment schedule

When the Rapid Shop/Price Check APIs return a deposit policy describing multiple payments, clearly display the policy to the guest and inform the guest that they are responsible for completing payment prior to the specified due date on the Vrbo site. Vrbo and/or the host will send a reminder one week prior and, if payment is not completed, the booking could be canceled.

Include the below language on your check-out page:

"The host will only charge you a portion of your total today. Vrbo or the host will email you details, including a reminder when the next payment is due."

"deposits": [
              {
               "value": "412.10",
               "due": "2023-05-17",
               "currency": "USD"
              },
              {
               "value": "236.17",
               "due": "2023-08-24",
               "currency": "USD"
              }
             ]