When you connect your Vrbo account to Hospitable on the Partner Connection, any reservations that were already confirmed, booked before the connection was made, are automatically imported into Hospitable. These are sometimes called managed or imported reservations.
Because Hospitable was not the Merchant of Record when these reservations were originally booked, they behave differently from new reservations made after your connection. This article explains what you can and cannot do with them.
This article applies to reservations booked before you connected your Vrbo account to Hospitable on the Partner Connection. Reservations booked after your connection use the full Vrbo Partner flow, see Vrbo Partner: Altering Reservations for those.
Identifying Imported Reservations
There are two ways to identify an imported reservation in Hospitable:
Channel indicator in the Inbox
In your Inbox, each conversation shows a channel indicator next to the listing name. For imported reservations, this label reads Vrbo - Limited. Hovering over the icon will display this tooltip. Standard Vrbo Partner reservations (booked after your connection) show Vrbo - Hospitable MoR or Vrbo - Stripe, depending on how payments are handled.
Reservation code
VRBO-XXXXXX— a reservation imported from Vrbo that Hospitable did not collect payment for. These are the reservations covered in this article.HA-XXXXXX— a Vrbo Legacy reservation. These have a different set of limitations and must be altered on Vrbo directly.
Reservations with VRBO- codes booked after your Partner Connection are full Vrbo Partner reservations — Hospitable is the Merchant of Record for those and they are not covered by this article.
Altering Imported Reservations
Stay dates (check-in and check-out)
You can change stay dates self-serve from Hospitable:
Open the reservation in your Inbox or Calendar.
Click Alter reservation.
You'll see a date-only modal showing the original dates alongside the new ones. Only check-in and check-out are editable.
Click Change dates to confirm.
Hospitable updates the reservation and pushes the new dates to Vrbo. The updated dates will appear on Vrbo after the next sync.
⚠️ Any refund or extra charge resulting from the date change is handled outside Hospitable.
Because Hospitable did not process the original payment, we do not quote or move money on these alterations. Any financial adjustment between you and the guest needs to be handled directly through Vrbo or your previous payment provider.
Rate, price, or guest count
These changes cannot be made self-serve. Contact Hospitable Support with the reservation code (VRBO-XXXXXX) and the change you need. Our team can adjust the reservation record. As with date changes, any resulting refund or extra charge is handled outside Hospitable.
Vrbo Legacy reservations (HA- codes)
HA- reservations must be altered on Vrbo directly via the Vrbo supply inbox. Hospitable is not the Merchant of Record for these and cannot recalculate the financials.
Payments on Imported Reservations
Reservations booked before your Partner Connection were collected by Vrbo directly (or by your previous payment provider, if you switched software). Upgrading does not migrate this money into Hospitable's payment system:
Hospitable is not the Merchant of Record for these reservations.
Installments still in flight at the time of upgrade continue to be charged by Vrbo (or your previous provider). Hospitable does not take over the payment schedule.
Hospitable's payment terms, chargeback protection, and payout tools apply only to reservations booked after your Partner upgrade.
Refunds on Imported Reservations
If a reservation booked before your Partner upgrade needs a refund, it is handled outside Hospitable:
Hospitable's Send money → Send a refund option is not available for these reservations.
If you switched to Hospitable from another PMS: issue the refund through your previous payment provider.
If you were on Vrbo without a PMS before Hospitable: issue the refund through Vrbo directly (Vrbo supply inbox).
Partial refunds through Hospitable are not supported for these reservations.
If you cancel one of these reservations in Hospitable, the inbox will show: "This reservation happened before connecting to Hospitable. The guest needs to be refunded manually by you." — this is expected.
The Guest Portal for Imported Reservations
Guests on imported reservations do receive a Hospitable guest portal link, but the payment-related features are limited:
Available: messaging, check-in content, upsells, and other non-payment features.
Not available: payment overview, installment collection, ad-hoc payment collection, and in-portal alteration flows that depend on Hospitable's payment system.
For anything payment-related, guests continue to use Vrbo (Vrbo inbox / Vrbo's payment UI).
Chargebacks on Imported Reservations
Hospitable's chargeback protection applies only to reservations booked after your Partner upgrade where Hospitable is the Merchant of Record. For imported reservations:
Chargeback liability stays with Vrbo (or your previous payment provider, if you switched software).
Hospitable cannot defend disputes on these reservations.
Sync and Updates for Imported Reservations
For imported reservations, Vrbo does not push real-time updates to Hospitable when a guest makes an alteration or cancels. Instead, Hospitable refreshes the reservation:
Whenever a new message arrives on the conversation, and
Twice a day, on a regular polling schedule.
An alteration or cancellation made by your guest on Vrbo may therefore take a few hours to appear in Hospitable. Reservations booked after your Partner Connection update in real time.
Messaging Guests on Imported Reservations
Messaging works normally, both sending and receiving messages for imported reservations go through your Hospitable inbox as usual.
Frequently Asked Questions
Can I alter stay dates on an imported Vrbo reservation from Hospitable?
Can I alter stay dates on an imported Vrbo reservation from Hospitable?
Yes. Open the reservation, click Alter reservation, and use the date-only modal to change check-in and check-out. Only dates can be changed self-serve — for rate, price, or guest count changes, contact Hospitable Support.
Why can't I issue a refund from Hospitable for an imported reservation?
Why can't I issue a refund from Hospitable for an imported reservation?
Because Hospitable did not process the original payment, the Send a refund option is not available. Refunds need to be handled through Vrbo or your previous payment provider directly.
Will Vrbo show the updated dates after I change them in Hospitable?
Will Vrbo show the updated dates after I change them in Hospitable?
Yes — Hospitable pushes the updated dates to Vrbo. They will appear on Vrbo after the next sync.
Does Hospitable handle any automatic refund or extra charge when I change dates?
Does Hospitable handle any automatic refund or extra charge when I change dates?
No. Hospitable updates the dates only — we do not quote or move money on imported reservations. Any financial adjustment is between you and the guest, handled outside Hospitable.
What about reservations with HA- codes?
What about reservations with HA- codes?
HA- reservations are Vrbo Legacy reservations and must be altered directly on Vrbo via the Vrbo supply inbox. Hospitable cannot recalculate the financials for these.