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.

General Guidelines:

  • Refunds for Airbnb reservations are handled in their Resolution Center.
  • 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.
  • Payments processed through Guesty should be refunded in Guesty.

Pro users Lite users

Step by step:

  1. Sign in to your Guesty account.
  2. In the top navigation bar, click the mode selector and select Financials mode.
  3. Click Reservations.
  4. Click the relevant reservation.
  5. Click Balance due / Payout in the gray banner at the top of the page.
  6. Scroll down to the "Payments" section.
  7. On the relevant payment line, click Issue Refund.
  8. In the pop-up, verify the amount and click Issue Refund.

Note:

To issue a refund for a "Recorded payment", on the right hand-side, click Mark as refunded.

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