If you see a line item called "Airbnb resolution center" (ARC) in a reservation's guest folio breakdown, it means that we received a closed resolution from Airbnb. The ARC handles refunds and payment requests for guests and hosts.
Notes and limitations of ARC in Guesty
The information is synced to Guesty but is completely managed by Airbnb. Airbnb does not provide real-time syncing for resolutions. Guesty pulls resolutions data once per day, so you may not see the resolution in the guest folio until the day after it appears in Airbnb.
In order to see the resolution in Guesty, the Airbnb account owner connected to Guesty must be the one who initiated and handled the request.
If the Airbnb account owner connected to Guesty is neither the initiator nor the responder to ARC, the resolution isn't synced to Guesty. In this scenario, you need to make a manual adjustment in the guest folio and record the payment or refund in Guesty.
In case where multiple resolutions are processed, manual adjustments to invoice items from prior resolutions on the folio breakdown may result in duplication of those items in subsequent resolution invoices and their corresponding payment lines. For example, if a reservation has two resolutions and the first resolution is zeroed out, the amount of the subsequent resolution may inadvertently include the adjusted amount from the first resolution.
The Airbnb Resolution Center is also available through the Guesty API.
Only new reservations created after 28 August 2024 will sync with the ARC.
If a reservation is cancelled before check-in, the Airbnb resolution center value will remain even if the rest of the reservation amount is zeroed out.
If you have a discrepancy with the resolution amount, do not try to resolve this by adjusting manually in Guesty. You must address directly with Airbnb by opening a new ARC case. Any additional resolution amounts will be synced with Guesty as explained above.
Note:
Accounting by Guesty users, learn how this affects your posting journal.
View an ARC item in Guesty
Once a resolution is closed, an "Airbnb resolution center" line item is added to the guest folio, and the balance due is updated accordingly:
- Refund from the host (negative amount)
- Payment request from the guest (positive amount)
- No refund or payment request
The date on the ARC line item reflects when it was sent to Guesty, which can be after the refund/payment actually happened.
The line item does not give details about the resolution, you must check the ARC directly for their reason for closing the resolution.
ARC in guest folio breakdown
ARC in payments
The guest refund or charge can also be seen as a new transaction under the reservation's payments:
