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
ARC syncing is only available for reservations created after August 28, 2024. 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.
Only closed resolutions are sent from Airbnb to Guesty. If a resolution is pending it does not appear in Guesty.
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.
It is expected that the details won’t sync to Guesty or sync with inaccurate information in the following cases:
- The price resolution was made before the listing was connected to Guesty.
- The refund was made via the Airbnb Resolution Center before August 28th, 2024.
- The listing is suspended or not API-connected to Airbnb.
- The reservation was moved to a different listing.
- The request status in Airbnb is not marked as “Closed”.
- Airbnb made the payment on behalf of the guest.
If multiple resolutions are processed, manual adjustments to invoice items from prior resolutions on 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.
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 there's 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.
The Airbnb Resolution Center is also available through the Guesty API.
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:
