Adjustments, cancellations, and refunds for Airbnb, Booking.com and other platforms (OTA bookings)

Hospitable displays the latest financial data that we received for your bookings from the booking platform.

You might sometimes notice a delay in financial details getting updated on Hospitable after an adjustment, cancellation or refund for reservations made on your online travel agency platforms (OTA).

These depend on the booking platform and the type of refund or adjustment being made.

Let's now explore some common scenarios for each booking platform.

The Airbnb resolution centre is where hosts manage their refunds to guests or requests for extra payouts, such as for damage to the property or extended/altered stays. These are adjustments where the host either refunds the guest or the guest has to pay extra fees to the host.

Hospitable does not see or know about these resolutions until they are completed. That is when Airbnb will send Hospitable a financial update for the reservation.

If your Airbnb resolutions are missing from Hospitable, please make sure that the resolution has been paid.

Airbnb requires that the listing admin listing be connected to the same property management software (PMS) as the co-hosted listing. Airbnb withholds certain webhooks and information from the PMS if only the co-host is connected.

If your resolutions have been processed on the Airbnb resolution centre, but the reservation financials still haven't been updated on Hospitable, then make sure the Airbnb listing admin is connected to your Hospitable account.

You can read more about how to connect that here.

Property management software (PMS) -managed reservations on VRBO may not update the reservation financials correctly or quickly on VRBO, meaning Hospitable won't have the latest financial details.

If a reservation was booked through a PMS, on VRBO, and payment is managed by that PMS, then in a lot of cases, Hospitable will not receive financial details or updates at all. It depends on the PMS in some cases.

There is no fix for this, as the reservation financials are simply missing in the VRBO API.

Make sure your VRBO channel is properly connected under Hospitable > Connected accounts.

If the channel is disconnected, please reconnect it. If the reservation details don't get updated after reconnecting, then please contact support to resync the reservation's financial data.

You can read more about how to check your VRBO connection and reconnect your channel here.

If revenue is still showing in Metrics or on the conversation thread on Hospitable for a cancelled Booking.com reservation, then please start by checking on Booking.com and see whether or not the reservation was cancelled with a full refund.

If it was cancelled with a full refund, but there is still revenue showing on Hospitable, then please share the reservation code with support, and we will resync the reservation financial details.