Refunds are not issued automatically via Guesty upon cancellation, but you can issue a refund manually. The funds will be returned to the original payment method, whether the credit card is valid or expired. Follow the instructions below.
Important:
Refunds for Airbnb reservations are handled in their Resolution Center.
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Step by step:
Tip:
Beta navigation users, please note that the steps below refer to the navigation as seen in the Legacy mode. Read more here about locating menu items in the new navigation.
- Sign in to your Guesty account.
- In the top menu, click Reservations.
- Click the relevant reservation.
- Click Balance Due / Payout in the grey banner at the top of the page.
- Scroll down to the "Payments" section.
- On the relevant payment line, click Issue Refund.
- In the pop-up, verify the amount and click Issue Refund.
To view the refund details, click on the relevant payment line. In the menu to the left, click Refund.
Important:
When refunding more than one payment for a single guest, each payment must be refunded individually, up to the amount of the payment itself. For example, if a guest made two payments of 50 USD for a total of 100 USD, you cannot issue one refund in that amount. You will need to issue two refunds.
Note:
Payments processed through Guesty should be refunded in Guesty.
