When an Airbnb Resolution Center (ARC) line item appears in a reservation's guest folio breakdown, it indicates Guesty received a closed resolution from Airbnb. The ARC manages refunds and payment requests between guests and hosts.
Tip:
Find reservations with ARC items by downloading a reservations report that includes the column "Airbnb Resolution Center". A positive or negative value in this field indicates Guesty received an ARC item.
ARC in Guesty: Notes and limitations
ARC syncing is only available for reservations created after August 28, 2024. The information is synced to Guesty but managed entirely by Airbnb. Airbnb does not provide real-time syncing for resolutions. Guesty pulls resolutions data once per day, so the resolution may not appear in the guest folio until the day after it appears in Airbnb.
Airbnb only sends closed resolutions to Guesty. A pending resolution does not appear in Guesty.
View the resolution in Guesty only if the connected Airbnb account owner initiated and handled the request. If the connected account owner is neither the initiator nor the responder, the resolution does not sync to Guesty. In this scenario, make a manual adjustment in the guest folio and record the payment or refund in Guesty.
Details may not sync to Guesty, or may sync with inaccurate information:
- 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 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 subsequent resolution amount may inadvertently include the adjusted amount from the first resolution.
If a reservation is canceled before check-in, the Airbnb resolution center value remains, even if the rest of the reservation amount is zeroed out.
If there's a discrepancy with the resolution amount, we don't recommend adjusting the ARC line item in Guesty as this does not sync with Airbnb. Instead, address the issue directly with Airbnb by opening a new ARC case. Any additional resolution amounts sync with Guesty as explained above.
The Airbnb Resolution Center is also available via the Guesty API.
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 Guesty received it, which may be after the refund or payment actually happened.
The line item does not detail the resolution. Check the ARC directly to see the 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:
ARC item in Accounting
By default, the revenue or expense from an ARC is allocated 100% to the PMC. Learn how to split allocation with an owner or vendor.